Verizon sucks, point period. The lack of customer service is staggering. The ancient weight of their bad business model is killing progress. Technology is great, we’re leaps and bounds above where we were even five years ago. It’s amazing the power that I have in my living room today. I can work from anywhere and the level of computing power available is unreal. There’s one fly in this ointment, and that’s the fact that we still are forced to go through antiquated telco companies like Verizon. When are these guys going to get it? Even more important, when are we going to tell them to shove it?
Here’s my tale of woe. I’ve had a Verizon Fios account for two years in my home. I signed a two year contract for the service. (Contracts should be gone by now as well) My Fios account handles my phone, internet, and television. I have paid about $215/month for those two years. Well recently my contract was up, and I received a letter in the mail telling me that I could expect my bill to increase by about $30/month.
I do have another local option for service. I talked to the local company who could get my close to the same internet, same phone service, and a few more TV channels for about $180/month. I decided to cut ties with Fios. (In retrospect, this would have been the right move) I called to cancel the Fios account and was sent to the retention department. They cut me a great deal. I was offered faster internet, the same TV, and a new digital phone service that had many more features and could avoid some taxes that went along with the standard line. I would also receive some magical monthly credits that would bring the cost to $142/month total. I bit on the offer. Money is money, and who can’t use $40 a month? I honestly just put the fact that I had been overpaying by $75/month out of my mind, even though that really should be an issue. You are never valuable to these guys until you are quitting.
Fast forward to today. My digital voice service was scheduled to be installed today. We awoke to a cell phone call from family informing us that our number had been disconnected. Service has been down all day today, even though we were never informed that this was going to be the case. I called this afternoon and got a big bunch of we don’t know what’s going on. My wife spoke with the technical department tonight and they promised her that it would be fixed within two hours. Three hours later, still not working. I call back, not happy and have been sent straight to hold hell. Here’s the sequence:
- Customer Service 1 (4 minutes on hold) – Looks like the order is just “stuck”. Stuck? What does that mean. It must be a billing issue, let me get you to them.
- Billing (12 minutes on hold) – I don’t know what’s going on, it’s showing to be stuck. The network people have the ticket, so it is showing it will be done by tomorrow. That’s unacceptable, why should I be out of phone service and forced to use my own cell phone minutes? I can’t give you any kind of credit until it is resolved. When will that be? I have no idea, I can try and get you to the network department.
- Network 1 (10 minutes on hold) – Sorry this department does not service your state
- Network 2 (12 minutes on hold) – This is a billing issue, it just needs to be provisioned and will be done by 5:00 PM tomorrow. Holy shit, 5:00 tomorrow???? I can try and get the provisioning guys on the line for you. I have now been waiting for over 30 minutes because nobody in that department is picking up.
Why did I agree to go back? I was out, and they pulled me back in.
Why does a cell phone cost $150/month after you get a voice plan of more than 30 minutes a month and a data plan needed to support any nice phones like a DROID or an iPhone? You can get cheaper service, but you lose out on the technology. Why does AT&T get away with charging for data plans by the MB. Losing these limits of bandwidth and hours is what allowed the internet technologies to advance to where they are today.
It’s time to cut the cord. We’ve got to get loose. Verizon, you suck that’s all there is to it. I’m not important to you, and neither is my $2,000 + every year. What a way to run a business.
After more than an hour on hold, I was told that a network engineer would contact me within 20 minutes. The call never came.
Today, Verizon contacted me via Twitter, and tell me they are checking on it. Good for the contact, bad because nothing has happened.
Here’s my latest status. I love that is says on schedule because today is the 9th, not the 8th and it is still not complete as of 3:00 PM CST.