The good, the bad and the ugly: January 2012

Below is my Verizon Saga. And I'm gearing up to go at it again. I hate these people. I am now going to be printing out all the email correspondence and writing a letter and snail mailing it to someone at Verizon. Someone high up. Yeah I know good luck with that but I'm still mad. Whole thing pisses me off.

Happy New Year.

Dear P. Dowling,

Thank you for choosing Verizon. I have received your email dated 8/18/2011 regarding your recent communication. My name is Janis, and I will be happy to assist you.

We are sorry and apologize for any difficulties you have experienced.

According to our records, it appears that your inquiry was addressed by our billing department on 8/18/2011. We show your issues were addressed with a supervisor in the billing department.

If your original request has been resolved, please disregard this message. If you require further assistance with your account, please feel free to respond to this email and we will be happy to assist you.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Janis
Verizon eCenter

Janis,

Really? Your records show that my inquiry was addressed by your billing department, because I didn't have an inquiry and I didn't speak to your billing department.

I called the Fios support at 1-888-553-1555 on 8/18 because on 8/17 I informed Verizon I was moving (conf# 0C8997270) and I wanted to know if I could keep my HD DVR box and my email address. I was told I could do that and to call Fios support and they would take care of that for me. I called Fios support and was told I couldn't keep the HD DVR box. That if I cancelled my account the box needed to be returned or I would be charged for failing to return the equipment. I asked for that fee to be reversed and was told I couldn't do that, upon de-activation of the box all information would be removed. Today the new box we received had ALL the previous owners recorded programs and the tech had to spend quite a bit of time DELETING it. Lied to AGAIN. The programming is obviously NOT automatically erased magically upon de-activation but has to be removed. I asked the rep on 8/18 if the de-activating of the box really did the deleting as I didn't believe this. And she said yes. YES the act of de-activating the box deletes the information. Lie. So the REAL problem lies in that Verizon's software does not allow the company to transfer a piece of equipment from one person's account to another. This is a total disregard to customer service. I happen to move in with my parents but, what about people who get married or decide to live together or other resident combing situations? You just surrender your box and the programs you recorded? This is the best Verizon can do? The box was my teen son's who is having to adjust to a move and I told him he could keep the box only to have to tell him the next day that was not the case.

And I can't keep my email address which is a sub account. Really? I can't move my email address to my father's main email address as a sub account? I don't believe it. I was told I could domain my email address with some third party company at $20 a year. Only after I complained did I get told that I could use trueswitch.com as a means to forward my email address which is also a third party company to Verizon. I suspect Verizon gets something by referring people to trueswitch which is a better deal for Verizon than doing what it should do as a company providing service which is move my email account to my father's main email address!

The HD DVR box has been addressed as we just gave up. But, my email address has NOT been addressed. I want that address XXXXXXXXX@verizon.net which is a sub account to XXXXXXXXX@verizon.net to be moved as a sub account to my father's email address which is XXXXXX@verizon.net.

I was lied to. Verizon admitted to the lies and offered NO compensation for the misrepresentation. I had to DEMAND it. DEMAND. Inexcusable.

I have found out from my father that he has the slowest old internet connection. 3mega bites per second. Verizon doesn't even offer this slow of internet connection anymore. He has tried to upgrade but has been told he can't unless he pays some absorbent amount. His bill is $190 a month. It will be raising by 15.99 per month for the box we didn't want and we had to add an additional box at 9.99. A new customer can get a package for $89 a month and get a faster internet connection.

The internet connection speed needs to be upgraded to the new slowest available and at no additional charge. This is called customer service which Verizon has clearly lost all sight of.

I have lost track of the number of times I heard from a Verizon representative "we can't do that" over the last two days. I don't want to hear it again.

Thank you.

Pamela Dowling

---------------------------------------------------------------------------------------------------------------------------------------------------------------

Dear Verizon.com Customer,
Thank you for contacting our customer support team at the Verizon eCenter. An account associate is reviewing your inquiry. Our goal is to respond within one business day, but due to increased e-mail volume, response times can vary.
****Please do not reply to this email.*******

***********************EARN UP TO $100 IN REWARDS!***********************

Refer friends to Verizon and EARN UP TO $100 referral when they sign up .
Start earning: http://www.sharethenetwork.com/483

*****************************VERIZON PERKS!*****************************

Save up to 10% OFF gift cards to your favorite shops and restaurants!
It’s our way of saying thanks for being a My Verizon customer.
Get started: http://www.verizon.com/themostwow

Again, thanks for contacting the Verizon eCenter. An account associate will get back to you soon.
Thank you for allowing us to serve you.
Sincerely,
Verizon

♦ Your personal information is protected in our Contact Us form. However, do not send credit card, password or other sensitive information in a standard email message.
♦ Verizon Emails - Ensure Verizon emails reach your inbox by adding customer_support@verizon.com to your "safe" email list. Your e-mail or Internet provider can provide instructions on how it works.
Copyright 2011 Verizon

------------------------------------------------------------------------------------------

Dear P. Dowling,
Thank you for your continued contact with us. You had further questions regarding your previous emails status.

We apologize for the delay in our response and regret any inconvenience to you.

We apologize, however, your account and/or telephone number was either omitted or incorrect in your email to us. The information you are requesting requires access to your account, and we need the necessary account information to be able to assist you.

Please resubmit your email with all the necessary information including your account number and phone number so we can fulfill your request at:

http://www.verizon.com/contactus

If you prefer, you can opt to use the 'chat' option on this web page or call us at:

1-800-Verizon (or 1-800-837-4966)

A representative will be happy to assist you by phone 24 hours a day, 7 days a week.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Jonathan
Verizon eCenter

*****Simplify your life. Cut the clutter and help the environment with paperless billing!*****

Enroll today at: http://www.verizon.com/gogreen
----------------------------------------------------------------------------------------------
Below is the email that you requested I forward along with my account number and phone number.

Account number is:

XXXXXXXXXXXX

Use xxxxxxx if contacting Verizon and asked for the
last six digits of your account number.

Phone: 714-xxxxxxx
Verizon Online Account Number: xxxxxxxx

The number I can be reached at is xxxxxxxxxxx

Thank you.

----------------------------------------------------------------------------------------------

Dear Verizon Customer,

Thank you for contacting the Verizon eCenter and providing the requested
information.

For assistance with your email account please contact our FiOS Technical
Support Team at (800) 837-4966. Representatives are available 24 hours
a day 7 days a week.

The department to which we have referred you will be able to assist you.
If you have any additional questions, please let us know. We look
forward to serving you.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Cindy
Verizon eCenter

*****Simplify your life. Cut the clutter and help the environment with
paperless billing!*****

Enroll today at: http://www.verizon.com/gogreen

---------------------------------------------------------------------------------------------

Cindy,

Verizon's Fios Technical Support Team has been completely useless in regards to transferring my email address. I have already contacted them, after being told I would be able to keep my email address for them to do this for me, only to be told it couldn't be done.

Also this response to my email does not address ALL my issues so here is a copy of the email I sent to Janis on 8/19.

Janis,

Really? Your records show that my inquiry was addressed by your billing department, because I didn't have an inquiry and I didn't speak to your billing department.

The HD DVR box has been addressed as we just gave up. But, my email address has NOT been addressed. I want that address pdowling45@verizon.net which is a sub account to jdowling123@verizon.net to be moved as a sub account to my father's email address which is jkacin1@verizon.net.

I was lied to. Verizon admitted to the lies and offered NO compensation for the misrepresentation. I had to DEMAND it. DEMAND. Inexcusable.

The internet connection speed needs to be upgraded to the new slowest available and at no additional charge. This is called customer service which Verizon has clearly lost all sight of.

I have lost track of the number of times I heard from a Verizon representative "we can't do that" over the last two days. I don't want to hear it again.

Thank you.

Pamela Dowling

--------------------------------------------------------------------------------------------------------------------------------------------------------------------

Dear P. Dowling,

Thank you for choosing Verizon. I have received your email dated
9/3/11. My name is Bonita, and I will be happy to assist you.

Thank you for your continued contact with us. You had further questions
regarding several issues. It will be my pleasure to assist you.

We are sorry that you have not received the help you requested.

Unfortunately, we are not able to assist with most of the issues listed
in your email. The FIOS technical support team would be who would
assist you.

We do not see any thing to indicate that you were lied to.

Your account contains notes that indicate you were given incorrect
information.

We apologize for that.

Due to that misinformation, you were given an outlet installation at no
cost to you.

As far as the email address, that would go through Verizon.

We are not able to keep the address for you, and so we refer to them.

That is an option that we offer to accommodate our customers, as well as
customers that have moved to different providers.

As a parent and a grand parent, I understand about the effects of a move
on children. I am sorry your teen was disappointed and that you had to
give the news.

We are not able to discuss your father's account or services without you
providing information regarding his account.

We would need the account number, the last amount paid and the current
amount due.

Then I would be more than happy to look into that for you.

Once I receive the requested information, I am confident I will be able
to assist you. In the meantime, if you have additional questions, please
let us know. We look forward to serving you.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Bonita
Verizon eCenter

*****Simplify your life. Cut the clutter and help the environment with
paperless billing!*****

Enroll today at: http://www.verizon.com/gogreen

----------------------------------------------------------------------------------------------
Bonita,

Thank you for your response. Yes, I was misinformed but when that miscommunication involves a customer service rep. telling you they are checking with supervisors to see if the email address can be transferred and if the DVR box can be transferred to another account and after waiting 45 minutes on the phone occasionally being told supervisors are looking into it AND then being told good news it looks like that won't be a problem at all, call our Fios Tech Service tomorrow and they will set all that up for you well, THAT FEELS like a LIE. There was NO we think, maybe, perhaps, it might be possible, you will have to check with Fios NO. They can do that for you with no problem. THAT is my definition of a bold face lie. You don't give customers assurances like that without KNOWING you can deliver. It's called LYING!

I was charged for the installation. The 79.99 fee to roll the truck was waved but, my father is paying the $59.99 in three monthly fees for the installation. More misinformation?

The email issue I'm done with. I have gone to a gmail account and have gone through the headache of changing/informing everyone of my new email address. But, you state that it would go through Verizon. Aren't I dealing with Verizon right now through this email?

My son got a new DVR box as that is what we were told we would have to do by the Fios dept. The Fios dept told me that upon deactivation of the box the contents (recordings) would be deleted. Really? I questioned this hard. I just didn't believe it would magically poof be gone. And sure enough the new DVR box the installation person brought was FULL of recordings. He spent a good 20 minutes having to delete the contents. SO it's not a matter of the contents being delete but the fact that Verizon doesn't have a way of transferring equipment from one account to another. But this is not what I was told. Misinformation? I call it another LIE.

The email has been addressed by gmail. The DVR box my son has a new one and has moved on.

We are in a household with 3 laptops, 1 desk top computer, 3 receivers 2 HD DVR and 1 HD boxes. That's 4 computers and 6 TVs and I find out my dad has the slowest OLD Fios connection at something like 3:1. The slowest offered now is 15:1 I believe. He has been told he can't upgrade without an increase in his bill. He is now paying over $200 a month. A new customer can get a package at $89 per month and get 15:1 connection yes I understand that it would be $89 plus for the additional boxes, still far cheaper than the over $200 he is paying now. We have a lot of data trying to use that slow connection and often it is a problem especially for Roku boxes that we have and downloads on the computers.

I am asking that the connection be upgraded to the new slow at no additional cost.

The account information is as follows:

XXXXXXXX
XXXXXXXX

--------------------------------------------------------------------------------------------

Dear Dear P. Dowling,

Thank you for choosing Verizon. I have received your email dated
9/9/11. My name is Bonita, and I will be happy to assist you.

Thank you for your reply.

There is an internal order in the system that will not allow me to open
the account or make any changes.

I am not able to open, change or cancel the order.

I am able to see the profile of the account. That is how I was able to
give you the speed.

Since I did not originally have the information necessary to look at the
account, I would not know that until I received the information.

At this time, we are not able to assist you with your request in this
department.

If you have a different request, we will be happy to assist you.

Otherwise, please call us directly.

In order to resolve your concerns, please contact our Consumer Sales and
Solutions Center directly at (800) VERIZON or (800) 837-4966. Our
representatives are available by phone 24 hours a day, 7 days a week.

You will be prompted for your telephone number by our Voice Response
Unit. To ensure protection of your personal account information and
expedite the handling of your request, please have your Verizon account
number or bill available.

Our representatives will be happy to help you.

The department to which we have referred you will be able to assist you.
If you have any additional questions, please let us know. We look
forward to serving you.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Bonita
Verizon eCenter

*****Simplify your life. Cut the clutter and help the environment with
paperless billing!*****

Enroll today at: http://www.verizon.com/gogreen
----------------------------------------------------------------------------------------------
Bonita,

Thank you for your response.

I am calling to confirm the internal order and to find out what order that could possibly be.

I hope this is not a lie. Of course those don't exist if you believe the information to be true. So let's say I'm hoping the internal order is not another miscommunication.

And I was told the internet speed in the last email I received which was in response to my email that did contain the account information. The speed was not confirmed until AFTER the account information was given.

---------------------------------------------------------------------------------------------

Dear P. Dowling,

Thank you for choosing Verizon. I have received your email dated
9/9/11. I understand your concerns. My name is Prudence.

We always welcome feedback from our customers and we appreciate your
comments. We apologize for any difficulties you have experienced.

We constantly review our processes and procedures to determine where we
can improve upon the Verizon customer experience. Customer feedback is
vital to our business. Thank you for taking the time to offer your
comments.

In order to resolve your concerns, please contact our Consumer Sales and
Solutions Center directly at (800) VERIZON or (800) 837-4966. Our
representatives are available by phone 24 hours a day, 7 days a week.

You will be prompted for your telephone number by our Voice Response
Unit. To ensure protection of your personal account information and
expedite the handling of your request, please have your Verizon account
number or bill available.

Our representatives will be happy to further assist you and advise you.

The department to which we have referred you will be able to assist you.
If you have any additional questions, please let us know. We look
forward to serving you.

Thank you for using Verizon. We appreciate your business.

Sincerely,
Prudence
Verizon eCenter

*****Simplify your life. Cut the clutter and help the environment with
paperless billing!*****

Enroll today at: http://www.verizon.com/gogreen

The good, the bad and the ugly

Tuesday, January 31, 2012

OCD

Tuesday, January 17, 2012

Dark in Protest of SOPA and PIPA

Butt Shot Fiasco

Monday, January 16, 2012

Giving and Receiving

Wednesday, January 11, 2012

Reving up for the New Year

XXXXXXXXXXXX

Contributors

Blog Archive