how do I know if you don't tell me?

Posted Fri April 9, 2010 4:12 pm, by Michael A. written to Verizon Internetworking (DSL)

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Recently, the DSL connection at my home began to act extremely slowly, and would often fail (unable to obtain a new IP address) when I rebooted my computer. I called the Verizon DSL Technical Support line and learned that there was an outage in my area. I called in multiple times over the next 3 days to check on the outage until it was resolved. Though it was supposedly resolved, I still had no access to the Internet. The fact that I had just decided to purchase a new modem to replace to original one which was provided when my parents purchased DSL in 2003 became a factor. Again, I contacted Technical Support and was informed they would have to schedule a technician visit to evaluate the physical lines at my location and at the central location. They were positive the new modem was not the problem.

Today, we received a call at home from your offices, stating the new modem I ordered wouldn't be delivered today. As I was informed of the call by my father, I called your offices and inquired as to what was going on because I was sure I had never "ordered" any new equipment. I was informed that a previous technician had told me my line was being upgraded to an ATM connection (I was NEVER previously informed!) and that they would send me a free modem soon (again, I was NEVER previously informed!) to connect to it. I asked if the Actiontec I purchased would be functional, and I was told I could use that or use the freebie when it arrived. As I hung up, I became curious as to why it was claimed I was told about the line upgrade and the free modem when I had not been. There were no messages on our home answering machine from anyone concerning the issue either. Apparently, information was placed in support reports that had not actually reached my ears, and it annoyed me.

When customers call in with problems, clearly explain the entire situation from your end, and keep them updated as things change. Don't just post it in your reports and assume someone told the customer! I could have saved myself from at least 3 or 4 addional calls to your Technical Support staff if I had any clue as to what was going on. I'm sure the gentleman I just spoke to thinks I am an idiot, but the truth is, I was just not kept informed by previous technicians I'd spoken to. Having the whole story saves a lot of wasted time and frustration!

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Re: how do I know if you don't tell me? by PepperElf Posted Sat April 10, 2010 @ 12:24 PM is there a chance that the upgrade and free modem are perhaps in response to the long outage? perhaps a way to try to make up for the issues? Reply they are by InsaneShadow Tue April 13, 2010 @ 10:19 AM Re: how do I know if you don't tell me? by RowdyRetailer Posted Sat April 10, 2010 @ 12:41 AM DSL is kin to dial up, no wonder its slow. Good Day Reply Re: how do I know if you don't tell me? by Donno Posted Fri April 9, 2010 @ 6:21 PM Verizon's communications with customers are usually 1. Nonexistent. 2. Incorrect when they do occur. As a VZ stockholder, and former 2nd generation Bell employee, I am very embarrassed by the depths to which customer service has fallen. But it is a fact. Reply