Category: the Rant Board
Hello all. This isn't really a rant but I didn't know where to put it. I was just curious of how many of you have verizon dsl. I work at a call center and we do technical support for them. I was just kind of curious on what type of experiences you've had with them. I do disagree with a lot of stuff they do and as a CSR for them I wish I could do stuff about. First of all if you have a trouble ticket open and they can't get a hold of the person the first time they will close out the ticket and you the customer have to call back in and we have to reopen the ticket for you or we have to give you the bad news that the issue has to be re trouble shot. Personally I think it's wrong that they can close tickets for no apparent reason and that we have to make you guys go through hell to reopen up a ticket. Next there is a lack of communication. Did you know that when your service ready date gets moved or you don't qualify for dsl verizon never informs the customer? I feel so bad for those of you who call in angry because we have to provide you with the unfortunate news. Even though I work with verizon as a tech support agent I will never get them do to the overwelming satisfactory I hear daily from customers. So I'm just wondering for those of you that have it, how has your experience been so far? I do apologize if you've had bad customer service. Oh and one other thing did you know verizon makes us lie to customers? We are told that we don't block ports, but we do, we just can't tell this to the customer because verizon says we can't just like verizon says a lot of things that arn't true we just have to lie to the customer because of course vol says so. I know this info as our call center told this to us.
So if you need to know any secrets about verizon just ask me and I will try to give you an answer as why verizon tells you this or that as we do have to lie for them.
Also, most of the verizon tools we have to use arn't that accessible, when bringing this to verizon's attention they informed us that verizon doesn't have very many blind customers so they feel that they shouldn't have to change. Just some more information. This post was in no way to bash verizon, but to give you honest facts that I know that they don't want you the customer to know.
Troy
I'm very happy with the connectivity I get from Verizon; have had it for years. Account setup was a bitch, however. It required many calls to the call center, with "escalation" to a knowledgible tech only after much much frustration. The installation CD wizard never ran on this computer. Once I installed my own PPPOE software, I had to get the "secret" ip address, username, and password with which the install wizard logs in for the account setup. Also, getting someone to turn on FTP access to my web space was troublesome. Yes, I tried, repeatedly, to use the tools provided on Verizon's site. If I didn't know what I know about this "isp" stuff, I'd have given up in frustration. Finally, I know Verizon blocks incoming connections on port 80, at least. A call center rep reluctantly admitted this (was it you, Troy)? Hahaha.
Well, in all honesty. I had Verizon DSL and loved it!!! I love Verizon but just wish that their phone plans run a little cheaper. That's why I changed from DSL to Cable. It seemed like everytime I had a problem, I'd call the Disabilities Center and they helped me resolve it right away. Also, they provided my bill in Braille and I loved that!!! I'm going to miss not getting my bill that way.
Yes, account setup is our number1 install problem, the cd even lied to one customer saying they didn't have a nic but we found they did and it was even working properly. Lol and no it wasn't me, but if you get me as a rep I think that would be cool.
Hello,
I have done a few tech calls/ in person with computers with Verizon DSL. The set up CD should be shot out a window. I liked that they could do the remote access on the computer. But the wait and the techs that I talked to making me feel like a jack assor stupid, didn't help me. And when the last time I dealt with them, they had to transfer me half the way up and down the east coast to find someone who could help, just to find out that the Verizon system had given my client a bad IP address.
I think that they may have my name on a list of people that they shouldn't talk to since I used enough four letter words with them last time and threw the phone at the friend tech who was helping me.
They also said that I would get a wireless routor with my order when I tried it, and I ended up with a standard one. I just sent the thing back and said screw it and stayed with the cable.
BB
Troy: Yah, I suppose it would be cool if I get you as my rep, but, here's hoping the connectivity stays reliable, and I never have to call the call center *knock wood*. LOL.
I don't have verizon, but I have quite a few friends that do. Most of them like the service as far as I know, but one of them has a lot of problems with his internet connection.