Posted by Jennifer Powers under
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It is March Madness at my house.
Maybe it’s because I want to an arts school for college, or maybe it’s because I have always just focused on the Redskins, but I have a little trouble understanding the whole thing. I think this frustrates Mike greatly, although he valiantly tries to explain it, repeatedly, and I try my best to understand.
When I am not focusing on understanding, I find myself really enjoying the games. Like just now, the University of Vermont beat Syracuse University in a HUGE upset.
Ok, I don’t really know how much of an upset it really was — something about high seed and low seed and brackets — but it was a really awesome, dramatic, impossible-shot-from-center-court in overtime close to a game.
So, I don’t really know who UV plays next, or if they will win (cause of their low seed you know, or is it high seed?) but no doubt I will watching them and cheering along, whatever happens.
Just when I was thinking that nothing could ruin this beautiful Lyle Lovett day in Texas, I get an email from your favorite company and mine - verizon.
Actually, to be fair, it was from my bank, telling me I have a new bill from verizon (for twice what it should be). Like any good child of the new millenium I go the website and sign into my online verizon account to look at the bill.
What do I find? “JPOWERS1970, your online account has been disabled. If you need assistance, please contact us.”
This has gone beyond verizon sucking, I am now beginning to believe they are crazy. I know - a corporation, an entity, a big-ass company, cannot be crazy. And still, I really really think that, in this case, they are. I am almost beginning to feel sorry for them actually.
Here I am in Austin, Texas for 48 hours on business. What a great city - lilac bushes in bloom, everyone is laid back and really nice. And then, this morning, I am at Las Manitas for breakfast with Garrett, Mike and Tim, and who should walk in and sit down but Lyle Lovett.
Lyle Lovett.
Walked in. To this tiny little diner place. With the best migas con quesos anywhere.
LYLE LOVETT.
There were probably only 10 other people in the whole place. I couldn’t be so uncool as to walk over and talk to him and ask for his autograph or anything, I mean the man should be able to eat his migas in peace (I am pretty sure he ordered migas, but his back was to me, so I can’t be 100% sure) So I just sat there, stunned.
Mike pointed out that Paul Reiser was with Lyle - but who cares really? “Mad About You” is so 90’s.
Lyle Lovett.
I swear that I am done forever with Verizon posts after this - but I have just one last thing to say on the matter.
Today, March 7, I finally got DSL. 47 days after placing my “Move” order with Verizon, 28 days after my phone turned on, 21 days after my original Verizon “DSL Service Ready” date, 10 days after I freaked out, cancelled Verizon and ordered Earthlink - I finally have DSL.
Ok, I admit it, I cried. Yes I did. When I came home and saw those glorious, solid green lights smiling at me from the back of my home, I cried big huge tears of utter and complete joy. I had called Earthlink today to check on my status, since the “online order status” report was telling me it wasn’t working yet. The woman said she was sure it would be on by midnight tonight, which I didn’t believe, and said I could call back tomorrow if it wasn’t.
But here is the reason for this post. The woman I spoke with today also said that the “provisional team” was working with Verizon on some technical problem. When I heard this I figured there was no chance I would ever get DSL, that I was doomed to dial-up and the whim of nearby wireless networks. She said the Verizon team came out last week to deal with the issue.
So, here is the thing: one of the many times I spoke with Verizon, I was told there were “load coils” on my line, which is what was causing the problem, and that they would have to be removed in order to get the DSL working. The technician who told me this said that there was “no way” this could all get done before March 15.
So here we are at March 7, problem solved, my DSL on. Does this mean that Verizon has better customer service for its competition than it does for its own customers? Somehow my hysterical calls to Verizon in the last few weeks didn’t move one single person to get a technician to my house to fix the problem, but Earthlink makes one call and the THE NEXT DAY a Verizon team is at my house doing what needs to be done for Earthlink to provide me with the service I have been begging for from Verizon.
Not that I am complaining mind you - I finally have my DSL. Verizon’s pathetic customer service just doesn’t make any sense to me at all. But then, Verizon hasn’t made any sense to me for at least 47 days.
Just to recap:
January 19 - placed a “move my DSL order”
January 31 - I moved
February 7 - Phone line turned on - seven days late
February 15 - Service ready date for DSL - no DSL
February 15-26 - Hours spent with Verizon, trying to get a new service ready date
Fabruary 26 - Seconds before my head exploded, I finally gave up and called Earthlink, ordered DSL
March 1 - Called Verizon, cancelled DSL
March 2 - Received a “Your DSL has been cancelled” confirmation email from Verizon
Today - received an email from Verizon with the subject line: “Your DSL Move Request Update”
No kidding. 43 days after placing my “DSL Move Request” and AFTER cancelling, they sent me directions on how to “get moving online again”.
In the email was a link to help me “Get instructions, tips and info for moving your Verizon Online DSL connection to your new home.” Hmm, instructions and tips like “Don’t waste your time!”, “Call Earthlink right NOW” and “Verizon SUCKS” perhaps? Alas, no. The link took me to a page with a man who could not possibly have been a Verizon customer, as evidenced by the huge smile on his face. (Either that or he just hasn’t moved yet, so he really has no idea how my much Verizon sucks.) The page said:
Moving is stressful enough. The last thing you should have to worry about is reconnecting your high-speed DSL service at your new place. Just follow the 3 steps below. It includes all the info you need to get you moving online again.
I can laugh about this now is because I am no longer dependent on Verizon for my internet needs - and because my DSL will be on today according to Earthlink. But god help Verizon if this email had gotten to me before I cancelled my service. All you would hear about tomorrow would be the tragic story of the crazed maniacal woman who went postal on her poor unsuspecting DC area Verizon office.
Verizon sucks.
Just in case I left any doubt in my last post, I thought maybe you could use a concrete example of how much Verizon sucks. (Plus writing the words Verizon sucks over and over fills me with a warm fuzzy feeling.)
I ordered Earthlink DSL last Saturday and our delivery date is Thursday. Somehow, Earthlink was able to do in five days what Verizon was not able to do in 45. Yet another piece of evidence in the case against Verizon (did I mention they suck?)
Them: Hi this is Mr. xxxx from Verizon Encore, how may I help you?
Me: I would like to cancel my DSL service.
Them: Ok, did you put an order to cancel already?
Me: um, no
Them: Hmm, I see that there is an order on your account for tomorrow.
Me: Hmm, an order? For what? Cancellation?
Them: Hmm, I don’t know (He doesn’t know?? How can there be an “order” without saying what it is for? But I digress…) I am going to have to get DSL on the line. Hold on please.
Me: …
Them: (Computerized voice) Please enter or say the phone number on the account you are calling about.
Me: Hello?? (Apparently I got ditched by Mr. xxx - I punch in my phone number)
Them: Hi this is Ms. xxxx, how may I help you today?
Me: (deep breath) I would like to cancel my DSL.
Them: Ok, I am going to have to connect you to the cancellation team.
Me: What? (Really agitated now) But I just talked to another guy who said that I had to talk to you to cancel.
Them: I apologize for the inconvenience ma’am, but DSL cancellation are the only ones who can cancel your account.
Me: Hmph. Fine - but just so you know, THIS is why I am cancelling my DSL. Go ahead and transfer me.
Them: Hi this is Theresa, how can I help you?
Me: I want to cancel my DSL
Them: Hmm, can I ask why you are cancelling?
Me: Because in one month no one has been able to tell me when my DSL is going to be working, so I am going with another company.
Them: Hmm, well according to this, your service started on February 15.
Me: (Through clenched teeth) Yes that was when it was supposed to be ready. But it still isn’t on and I am going with another company. So please cancel the account.
Them: Well, what I would like to do is investigate what is going on with your account. If no one has looked into it, it could be that your DSL is sitting there waiting for you.
Me: NO. I assure you, my DSL is not sitting there waiting for me. And PLENTY of people have looked into it - I promise you. You are more than welcome to investigate whatever you would like, but in the meantime, please cancel my account.
Don’t these people keep notes in our files? Shouldn’t Theresa have been able to see very clearly that I have spoken with everyone who works at Verizon besides her? And shouldn’t she, at that point, have been trying to stifle her laughter over the names her angry but incompetent co-workers left about me in the notes?
At any rate, I was finally able to convince Theresa that my DSL situation is way beyond any ability she may have to get to the bottom of it, and even if she did, I no longer wish to do business with Verizon.
I would like to breathe a sigh of relief and say thank god this whole episode is over, but I’m pretty sure it’s not. I don’t know what it will be, but something will happen - extra charges will be put on my account, my phone will be mysteriously turned off, I will find a boiled rabbit on my stove…something.
Verizon sucks.
