I got an advertisement in the mail today from Verizon offering what appeared to be a pretty good deal on cable and internet access at a nice discount from what I’m currently paying. So, I decided to call the number on the mailer to get some more details.
After the mandatory pre-recorded message, I spoke to a customer service representative who told me she was sorry but since I didn’t want the cable, internet and phone combination she couldn’t help me but some other part of Verizon could and she gave me their number.
I called that number and went through the phone quiz (‘press 1 for new service’, ‘press 1 if it is for your home’, etc.). After indicating that I was a new customer seeking cable service I was forwarded to some dude who asked for my customer number.
Me: “I don’t have a customer number.” (What’s the point of pressing the ‘new customer’ button if I have to answer this question?
Him: “Oh, well this is technical support. I can’t help you with a new service.” (So, why did I press the ‘I want a new service button?’)
Me: “So, how do I get cable?”
Him: “I can forward you.”
So, no big deal right? Just a minor inconvenience? I listened to the phone ring.
I was a bit stunned. I wasn’t expecting a response like that.
Me: “Who is this?”
Woman: “You called me! Who is this?”
At this point, I hear a kid crying in the background and realize that Verizon has just forwarded me to a personal phone number.
Then she hangs up.
Ok…I’m starting to get annoyed. I call back and get the tech support dude again. He doesn’t realize he spoke to me 2 minutes prior so I have to stop him from transfering me to (I can only suppose) that woman’s house again. He gives me another number but tells me I have to wait until tomorrow because that office is closed.
What? So, if I want cable/phone/internet service I can call until midnight but if I want just cable and internet I can only call between 9 and 5? Are you kidding me?
I call the original number to try to straighten this out. It can’t be as bone-headed as this.
Well, it is.
I play rope-a-dope again (with me being the dope) and eventually have to call back again and ask for a supervisor. This is how the call goes:
Supervisor: “Uh…yeah.” You gotta be F’ing kidding me. The guy sounded like he was in some sort of drug induced stupor.
Supervisor: “Uh…mumbles…I’m <his name> the shift supervisor.”
Me: “Yeah. I just wanted to call and let you know I’ve been trying to sign up for Verizon service for the past 40 minutes and still haven’t been able to get a straight answer.” Insert above story here. “I gotta tell you, this is some of the worst customer service I’ve seen in awhile. I mean it seems like I can’t give you guys my money.”
Supervisor: “Uh…well….uh….”A brief silence ensues.
Me: “Well, just figured I’d let you guys know you lost my business tonight.”
Supervisor: “Uh….well….”Another silence ensues at while point I just hang up.
Yes, Verizon…It’s the network. Apparently a broken network staffed by the brain dead.