Monday, December 7, 2009

Begging for Verizon Service (I know...Pathetic!)

How pathetic---begging online for Verizon Long Distance service!

We are routing you to a chat representative. Thank you for contacting Verizon. Your average wait time is 1 seconds.

You are now chatting with 'Shane'

Shane: Hello. Thank you for visiting our Verizon chat service. How can I help you set up your new service and save with a Verizon bundle?

you: I signed up for your long distance in september yet I am still being charged by my previous vendor.

Shane: I will be happy to help you with that.

Shane: Your order might not have been placed properly at that point of time, I'd recommend you place your order again online and keep this chat window open so I can assure you that your order is completed and you will get long distance from Verizon

Shane: You can continue with your order. Let me know if you have any questions.

you: I need to know what happened. I am being charged still by my old vendor and don't want to pay them. I remeber getting an email from verizon to confirm that I wanted to change. what happened? what date?

Shane: As I said your order might not have been completed the last time, that's the reason you are still being charged by your current provider.

you: so what do we do? please process my spetember order

Shane: You will need to place your order again now online.

you: that is what I am trying to do. you can't take it?

Shane: What exactly does it say on the order page?

you: I want to add the e-values plan

Shane: Yes you can surely add the E-values plan. Select the plan and proceed further with your order and let me know if you have any questions.

Shane: I will be very happy to assist you with all your questions

you: its still updating my order

you: is this normal that it takes over 4 minutes. It is still "updating"

Shane: Please try refreshing your current page 2-3 times by pressing "F5" key on your keyboard.

you: 12/7/2009 5:53:18 PM Sorry, we are unable to continue your order at this time. Please try again later or contact your local Verizon business office for assistance.

Shane: It is just a web site error let me send you a fresh link to proceed further.

Shane: Please click here

Shane: Please select your phone plan and proceed further with your order process.

you: Please contact the Verizon local business office. 12/7/2009 5:58:02 PM Sorry, we are unable to continue your order at this time. Please try again later or contact your local Verizon business office for assistance. For Your Home Customer Service 1 800-VERIZON

Shane: I apologize for the error that you are facing on the web site, please try back after some time.

you: seems like I should stick with my previous carrier since it doesn't look like Verizon wants my business.

Shane: In that case I suggest that you place your order for your service using Internet Explorer 6.0 browser as Verizon website is not supported by Fire Fox browser.

you: thanks

Shane: Occasionally we do experience intermittent outages. Please try ordering on line again in a few hours.

Shane: I hope I have resolved your reason for contacting us today. Thank you for using Verizon's chat service. If you have any additional questions, please do not hesitate to contact us again.

Your chat session has been terminated by the Verizon chat representative.


Anonymous said...

I've experienced the same problem with other sites, and it was indeed my browser.

Gilahi said...

It might have been your browser, but that doesn't take anything away from the fact that Verizon sucks. If you have Verizon and you ever, ever, need any "customer service" from them for any reason whatsoever, this is exactly the kind of crap you can expect to continue to go through. It's just freaking amazing to me that they're as big as they are.

Herb of DC said...

Gilahi: not my first bad experience with Verizon and I agree, it is a amazing that they have become so dominant. At first I was going to snark all over this post but finally decided just posting the word for word transcript was snark enough.

Erik said...

This is completely par for the course these days. "Customer service" is a joke, to the point where companies (United Airlines) make it nearly impossible to find a customer service phone number on their website.

Some even use an automated message to direct you back to the website that wasn't any help, and the lack of help you got from the website is the reason you searched high and low for the phone number in the first place.

Anonymous said...

Verizon does indeed suck, but it's unfortunate that you took it out on Shane, who was in fact correct that the browser was the problem and appears to have been trying to help you.

Herb of DC said...

Really? Really Anonymous? I’m taking it out on ‘Shane’? One thing you can’t tell from this transcript is that this dialogue took place over about 20 minutes after several frustrating minutes of me trying to do this online. I don’t know whether ‘Shane’ was following Verizon’s policies or “going rogue” but key points include:

1. I asked him to research what happened to my previous order and this was not done
2. I asked him to place my new order for me and he didn’t do it
3. I’m not sure of the value of having him online for me to relay my experience to. I wanted assistance not a Facebook friend.
4. At no point did he say until after I complained that Verizon didn’t want my service that I might receive a better experience online if I was using IE6.
5. Afterwards I looked for a few minutes online and couldn’t easily find which browsers the Verizon online service order system supported.

The end to this story is I called 1-800-Verizon and after waiting several minutes and listening to several messages urging me to transact my business online, I was able complete my order and YES Verizon was able to find my previous order.

I would think Verizon would want to know why/how they lost three months of revenue from a new customer but, as we all agree, Verizon sucks.

Herb of DC said...

and one probably shouldn't end an online chat with...

"I hope I have resolved your reason for contacting us today. Thank you for using Verizon's chat service."

...when clearly my reason for conacting Verizon was not resolved.

Gilahi said...

OK, Herb. Deep breaths....

Anonymous said...