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Author: Subject: Customer Service - does it even exist?!? UPDATE!!

Ultimate Peach





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  posted on 11/6/2007 at 10:27 AM
I feel completely helpless in this effort. I have exhausted every avenue I know of and have only succeeded in wasting even more of my time. Maybe if I vent, I’ll feel better or maybe someone will read this and think twice about using Verizon. I feel like a tiny pea in a great big pod, but you never know.

My Verizon Fios experience……..thus far……

I bite the bullet and decide to get ‘real’ tv service. I review my options (I refuse to get cable and I can’t get satellite) Fios is looking good, all infrastructure already setup in my neighbor hood. TWO WEEKS ago I put in the order. I try to get the online deal, but that won’t work because I’m already a Verizon DSL customer. So I’m penalized for that and have the pay for the install…..can’t win that battle so I give up. They must completely take down my DSL prior to Fios hook-up….no internet for a few days….ok-that sucks. EIGHT DAYS later, still nothing. I get voice mail saying they will be at my house the next day between 8-12 and I must be home…..ok – thanks for the notice! I take off work, they don’t show, I spend the rest of the day on the phone, literally yelling at the automated machines. I’ve spoken to 7 different people, all who tell me something different, one even says my service call has been cancelled. FINALLY someone understand my frustration and agrees to send a tech back last night…He’s there for two hours, then tells me he can’t finish….something, somewhere, in some system needs fixed – but not by his department….he put in a call.

At this point, I don’t even know what is going on. I’m too exhausted to even pick up the phone and try, in vain, to get some help.

I know I’m not alone when it comes to ‘customer service’…..thanks for listening, and I welcome any suggestions!


[Edited on 11/13/2007 by dancingrhonda]

 
Replies:

Zen Peach



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  posted on 11/6/2007 at 10:35 AM
Wow, that sucks. First thing I would do is stop dealing with the flunkies that answer the phone. Get a supervisor to assist you. You have been greatly inconvenienced and you even had to take a day off from work (maybe you get paid for it, maybe you dont, but they dont know so use it to your advantage).

Make a note of the names of the people who assist you. This gives you a small level of accountability and puts them on notice to some degree.

Why cant you get satellite?

 

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Zen Peach



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  posted on 11/6/2007 at 10:44 AM
it does not..i dumped sprint cell phone last month..paid my bill, contract up..done..got a bill for charges already paid, and was told they are sending it to collection...

3 phone calls yesterday and 40 minutes..still not resolved

 

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Ultimate Peach



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  posted on 11/6/2007 at 10:56 AM
quote:
Wow, that sucks. First thing I would do is stop dealing with the flunkies that answer the phone. Get a supervisor to assist you. You have been greatly inconvenienced and you even had to take a day off from work (maybe you get paid for it, maybe you dont, but they dont know so use it to your advantage).

Make a note of the names of the people who assist you. This gives you a small level of accountability and puts them on notice to some degree.

Why cant you get satellite?


Can't get satalitte because I have a walk out condo that walks out right into a park covered by trees.

I've gotten names and numbers of everyone who I've talked to. The ONE superviser that I was able to speak with knew less than the regular reps. Trust me, I've tried to speak to more supervisors...the reps must be trained to completely refuse that request and they won't even leave a message. I think big companies with huge market share just don't care.


 

Zen Peach



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  posted on 11/6/2007 at 11:06 AM
quote:
quote:
Wow, that sucks. First thing I would do is stop dealing with the flunkies that answer the phone. Get a supervisor to assist you. You have been greatly inconvenienced and you even had to take a day off from work (maybe you get paid for it, maybe you dont, but they dont know so use it to your advantage).

Make a note of the names of the people who assist you. This gives you a small level of accountability and puts them on notice to some degree.

Why cant you get satellite?


Can't get satalitte because I have a walk out condo that walks out right into a park covered by trees.

I've gotten names and numbers of everyone who I've talked to. The ONE superviser that I was able to speak with knew less than the regular reps. Trust me, I've tried to speak to more supervisors...the reps must be trained to completely refuse that request and they won't even leave a message. I think big companies with huge market share just don't care.




Well, thats crap. What do your neighbors have? Im sure theres a way to get sat service... I would call Dish or Direct TV and have them come out to take a look. I would wager that they could figure something out.

 

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Missing- 245 spines. If found, please send one to 1600 Pennsylvania Ave and the rest to the Capitol building care of the Democratic Party.

 

Maximum Peach



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  posted on 11/6/2007 at 01:28 PM
Customer service in retail stores, mail order stores and service related providers have all been going down hill from what I have seen. Sometimes companies do not want to pay for customer service reps or they simply don't care to have quality people who go through the proper taining in order to be effective customer service reps.

I know you have been dealing with this problem for a while now, but believe it or not, you may have good results with a good old-fashioned letter mailed to a manager. I have done this on a few occasions after poor results from either phone or email complaints. Send the letter registered or signature required and explain your problem in a patient, matter of fact kind of way.

You may end up getting a credit put on your bill to compensate for all the problems.

If you do not receive the proper attention, then I would certainly dump them and look for any and all other options. I'm a big believer in telling companies why they lost me as a customer. When you a former customer sends in a well written letter about why they no longer do business with someone, people will take notice. I used to work for a mail order company and have seen letters like that get passed on from manager to manager and they actually do have an effect. At that point it might not help you out directly, but atleast you'll know that somebody is getting their ass reemed for sucking at their job.

 

Zen Peach



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  posted on 11/6/2007 at 01:56 PM
Customer Service does appear to be a thing of the past and what's equally frustrating is that it's next to impossible to even find a human contact anywhere anymore.

I understand your frustration, Rhonda - it seems that oftentimes the people we encounter in service related industries do not know anything about the product they are selling or representing. I wish there was some method of charging for my own time each time I've had to take off work to handle issues with a service provider. I'm guessing that if these businesses were forced to be financially accountable for OUR time the same way they force us to be financially accountable for THEIR time that we wouldn't find ourselves wasting so much of that precious commodity on BS.

 

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Sublime Peach



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  posted on 11/6/2007 at 02:57 PM
Customer Service does appear to be a thing of the past and what's equally frustrating is that it's next to impossible to even find a human contact anywhere anymore.

Hi Deb ~ waving ~

Yes, I agree with you....

 

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Zen Peach



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  posted on 11/6/2007 at 03:53 PM
quote:
Wow, that sucks. First thing I would do is stop dealing with the flunkies that answer the phone. Get a supervisor to assist you. You have been greatly inconvenienced and you even had to take a day off from work (maybe you get paid for it, maybe you dont, but they dont know so use it to your advantage).

Make a note of the names of the people who assist you. This gives you a small level of accountability and puts them on notice to some degree.

Why cant you get satellite?


Being a Verizon retiree, I can assure you that trying to talk to a supervisor won't get you anywhere, and taking someones name will not get you anywhere.
The Rep you talk to is in a business office or in New Delhi, they will place the order and make a notation on your account.
When it doesn't work, yelling at those folks won't do you one bit of good...sadly. They don't program the service, schedule or install it.

Call your local Verizon phone companies headquarters ie. In NJ it is in Newark, ask to speak to the President of the company. You won't get him or her, you'll talk to a staff person...hopefully, who will assure you...and you know the rest.


Call your local Better Business Bureau and file a complaint. If enough come in, someone will take action.

This made up my mind not to order it.

BTW, which state are you in?

 

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Ultimate Peach



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  posted on 11/6/2007 at 09:06 PM
I'm in Maryland, and the good news is that I'm posting using my wireless Fios. The bad news is that I have wasted two days getting it. I know I was fighting a loosing battle trying to get someone to help. It got so bad today, that the fiber optic subcontractors and some of the actual Verizon crews got my phone number mixed up. They thought I was the dispatch office.....finally I got a call back!!!!! I'm going to write a letter to the local bigwigs (if I can figure out who they are), hopefully they will offer me at least a free month of service for all of the inconveniences.....but I'm not holding my breath.
 

Zen Peach



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  posted on 11/7/2007 at 09:18 AM
quote:
Good luck. You may want to contact your Public Utilities Commision or whatever you call it in Maryland. A letter to a newspaper might help. Get the word out anyway you can. Companies like Verizon don't like bad publicity.

But this is what you get when you deal with a company that would employ the likes of Dutch. That should tell you what kind of people they attract.


Pot/Kettle

 

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Ultimate Peach



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  posted on 11/7/2007 at 10:02 AM
Calling all Verizon employees/retirees........

Can someone give me the name(s) of presidents, CEOs, etc. and where they are located so that I can send some letters. Thanks!

 

Zen Peach



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  posted on 11/7/2007 at 12:10 PM
quote:
I'm in Maryland, and the good news is that I'm posting using my wireless Fios. The bad news is that I have wasted two days getting it. I know I was fighting a loosing battle trying to get someone to help. It got so bad today, that the fiber optic subcontractors and some of the actual Verizon crews got my phone number mixed up. They thought I was the dispatch office.....finally I got a call back!!!!! I'm going to write a letter to the local bigwigs (if I can figure out who they are), hopefully they will offer me at least a free month of service for all of the inconveniences.....but I'm not holding my breath.


I had good results using the Monkey County Cable Commission with a Problem with Comcast.

I don't know if this new verison service falls under their office or not.

When I moved to Monkey hill I canceled my verizon cell phone service, at which point I was told I had a small credit.

They didn't disconnect the phone until months later, then sent me a bill for $90. without any detail. I asked for
detail, they said I could get it from their web page, which sent you the password via a cell text message. I didn't have
data service even before the phone was disconnected. Many calls resulted in no answers. I told them I refuse to
pay unless they can justify the charges. THey sent this bill to 2 different collection agencies. I told them to shove it.

I wouldn't recommend Verizon to my worse enemy, let alone a friend. Their actual service was fine within
their territory, but I moved out of their service area. I also had verizon DSL for a while and that was
great also.

But dealing with customer service or Billing with Verizon is a nightmare. Somewhere close to the seventh level of Hell.


 

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Zen Peach



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  posted on 11/7/2007 at 12:22 PM
quote:
quote:
I'm in Maryland, and the good news is that I'm posting using my wireless Fios. The bad news is that I have wasted two days getting it. I know I was fighting a loosing battle trying to get someone to help. It got so bad today, that the fiber optic subcontractors and some of the actual Verizon crews got my phone number mixed up. They thought I was the dispatch office.....finally I got a call back!!!!! I'm going to write a letter to the local bigwigs (if I can figure out who they are), hopefully they will offer me at least a free month of service for all of the inconveniences.....but I'm not holding my breath.


I had good results using the Monkey County Cable Commission with a Problem with Comcast.

I don't know if this new verison service falls under their office or not.

When I moved to Monkey hill I canceled my verizon cell phone service, at which point I was told I had a small credit.

They didn't disconnect the phone until months later, then sent me a bill for $90. without any detail. I asked for
detail, they said I could get it from their web page, which sent you the password via a cell text message. I didn't have
data service even before the phone was disconnected. Many calls resulted in no answers. I told them I refuse to
pay unless they can justify the charges. THey sent this bill to 2 different collection agencies. I told them to shove it.

I wouldn't recommend Verizon to my worse enemy, let alone a friend. Their actual service was fine within
their territory, but I moved out of their service area. I also had verizon DSL for a while and that was
great also.

But dealing with customer service or Billing with Verizon is a nightmare. Somewhere close to the seventh level of Hell.





I think it strated to slip right after I left in 2000.

 

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Sublime Peach



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  posted on 11/7/2007 at 01:03 PM
These companies have become too f*cking large and the right arm (I should say the 50,000 right arms) never know what the 50,000 left arms are doing. I had a VERY similar experience with AT&T. Their setup of my service was fine. They charged a $49 Dish Network installation fee to A CREDIT CARD and said it would be refunded on my phone bill (doesn't that seem like a strange way to be doing things??). Someone else in "customer service" said that it would be refunded to my credit card, not my bill. I got NO refund whatsoever to either. I did "customer service" calls for three consecutive months, each time they said the $49 would be refunded on my next bill, and each time it did not happen. By then my calls were "cussing service calls" not "customer service calls". MY SOLUTION: I usually pay my bills on-line. This time I mailed in my bill minus the $49 with a very nasty note which said: "I have NO more time to deal with your confusion and unprofessionalism. I realize you are a bill payment center and not a customer service department. I don't care anymore. I have no more time to spend with IDIOTS on the phone in your customer service center. Either resolve this issue NOW, or I'll cancel my phone service, DSL, and Dish Network and go to another carrier." You know what? Next month the $49 was off of my bill. Hit 'em in the pocketbook, it's the ONLY thing they understand. I assume my letter and bill was handed to some Manager, who took care of it.

 

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Ultimate Peach



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  posted on 11/7/2007 at 01:35 PM
Good idea John, I'll call the cable commision, they may be able to at least point me in the right direction.

So I called in today to ADD a movie package....low and behold I had instant service. Shocking isn't it, when I call so that I can pay them more $, someone is providing decent service. Actually they guy was helpful and gave me a local name and address to send my nasty letter.

 

Maximum Peach



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  posted on 11/7/2007 at 07:56 PM
Yes of course customer service exists.....its just in India and Pakistan. Its been outsourced along with everything else.
 

World Class Peach



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  posted on 11/8/2007 at 12:24 PM
Rhonda, You should be able to get a dish installed on the roof of the buiilding you live in. If not I have seen them put poles up in the middle of a grassy field to provide service. Go for DirectTV, just basic. It's great, relatively inexpensive & they are not offering any other type of utility (ie. internet, Voice over internet phone). The only bad experience I have had with them was recently when I took advantage of upgrading my equipment (after seven years of stellar relationship) to HD box. When I tried to cancel it due to the bill being 3 X more a month they said I was locked in to a 2-year contract, which I never signed or was even presented. That is why I say stay with basic & you can't go wrong.

 

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Extreme Peach



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  posted on 11/8/2007 at 06:44 PM
BRING BACK THE ROTARY PHONE SO I DONT HAVE TO PRESS ONE TO CONTINUE IN ENGLISH !!!!!!!

 

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I once was here
But now I'm not
I went away
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Ultimate Peach



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  posted on 11/13/2007 at 05:42 PM
Less than one week later and my DRV doesn't work. So I'm here with the tech, as I type. He actually feels my pain because he and all the techs are getting beat up by customers! HE DIRECTED ME TO THIS LINK!!!!!!!!!
Hysterical and true!

http://www.youtube.com/watch?v=yOFqNVmCtGo

 

Ultimate Peach



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  posted on 11/27/2007 at 07:51 AM
I sent my nasty letter about two weeks ago. Last night I got a call and Verizon will be waiving all installation fees and giving me one fee month of service. To bad my DVR still isn't working!
 

Zen Peach



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  posted on 11/27/2007 at 12:35 PM
quote:
I sent my nasty letter about two weeks ago. Last night I got a call and Verizon will be waiving all installation fees and giving me one fee month of service. To bad my DVR still isn't working!
Encouraging to hear that you at least got some type of reimbursement from Verizon during all this, Rhonda! Nice to know sticking up for yourself against these large corporations can make some difference!

[Edited on 11/27/2007 by lolasdeb]

 

____________________
"Come on down to the Mermaid Cafe and I will buy you a bottle of wine, and we'll laugh and toast to nothing and smash our empty glasses down..."

 
 


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