Willow (muppetfromhell) wrote in bad_service,

YAY DSL monopolies that can dick around their customers!

Just got off the phone with Verizon.

So on Dec 12, I ordered DSL with a self-install kit. I got the kit Dec 18ish, with the note that my service would be ready on the 21st. Dec 21, I come home to a note on my door from Verizon saying I missed my appointment (which I did not make, as I got the SELF-install kit)... called them on the 22nd, got "rescheduled" for Jan 3. On the 29th, I got a message from Verizon saying i needed to schedule a new appointment or they'd cancel my order.

Called, sat on hold for about a half hour, they said they had no record of my appointment. Made ANOTHER appointment for January 3rd. Interestingly, the nice woman there said she had to pull some strings to get me the appointment for Jan 3 (since they'd already scheduled one for that date and I'd taken off work), since it was less than 4 business days away.

Yesterday at around 6:50 I called into the dispatch center to try and see if they had scheduled a more definite time than 8AM-5PM, but the office was closed already. Yet somehow, at 7:30PM, I missed a call from the dispatch center asking me to call them. Called them this morning as soon as my alarm went off at 8:01.

At 9AM, I joked to my mother that I must be in hold pergatory. My mother decided to call the general number for customer service to see if she could get through faster, since I only have my cell phone and was eating up minutes.

At 9:05, I am still on hold, my mother gets through to a person. they chat about something and my mother AND the CS rep are on hold with dispatch. 9:30, they get through to dispatch, I am still on hold. My mother IMs me that apparently, they scheduled the appointment for the 2nd accidentally. My mother has to leave to go to a meeting, so her CS rep says she'll call me when she knows what time today it will be rescheduled for. I "hang-up" (uh, yah, I forgot the cell was on speaker, so I didn't so much actually really hang up)

At 9:45, someone talks on my phone and I realize I didn't actually hang-up on my call. oops. I explain the story to them, and she asks me if the 8th is an okay day to reschedule. I say, wait, what, and say that I'm waiting on a call from the CS person and she puts me on hold to figure out what is going on. Meanwhile I get an incoming call from the CS person, and I pick up and she tells me that they have no times today, so I need to reschedule for the 8th. (In the meantime, the other person at Dispatch hangs up, which I totally would have done too if I were her, so no harm no foul there, except for the nearly 2 hour wait- which is also not her fault but the fault of guy in corporate who apparently combined Dispatch and Provisions for the entire east coast into one call center)

So I reschedule for the 8th, and am given yet ANOTHER phone number to call & confirm on. the CS rep also tells me to call billing (another #) to get a credit on my account for the inconvenience. So I do, and the woman at billing is like: we can't give you credit, we haven't billed you yet- and we only give credit for connectivity issues.

You have to understand, I have a supreme hatred of phones, am cowed completely by customers_suck, and more than anything in the world, feeling like I'm not sure what I am supposed to be doing freaks me out. I would not ever have called and/or asked for a credit if the CS rep hadn't told me to because I am a wimp. So I may have started crying. I swear I didn't mean too, but I was just so stressed at that point I couldn't stop... she told me that she made a note in my account for a month of credit once I actually get connected, not that I believe it'll ever happen.

So now I feel like a right fool, since a) my f-ing MOTHER had to get involved, and b) I started crying on the phone. I've spent 2hours of cell minutes, and I have to do it all again on Monday.

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