said by squirrel21:I thought about it. Yes, I realize there's a lot of infrastructure to modify! I get it! Now tell me why I can't get to a CSR when I call
You won't hear me defending Verizon's phone support. It's a nightmare to navigate, and you almost never get to the right person after making very careful menu selections. I do everything I can to avoid calling, because it's an experiment in frustration and futility. Typical call has me bounced around to several people before reaching someone in the right department, in the right region, who can help.
Just plan AWFUL.
said by squirrel21:or why, given the circumstances, that the VR system can't accommodate a simple message beginning with "Attention Tampa Bay area users ..."
Because that brush is too broad. You don't want to tell 250,000 subscribers in a region about downtime, when only a tiny percentage will be affected today.
Maintenance windows can be spread over days or weeks, and you don't want a "downtime" message greeting customers for weeks at a time.