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In response to: Verizon "Customer Service": the bad, the ugly, and the frustrating

Comment from: Mary [Visitor]
Mary

The same thing is happening to me. i am trying to register for an account and it wont let me do what it tells you to do. Doesnt even get me to where you need to put a pin in . It is exactly like you described your problem Did you ever get it registered. I havent. I am not going to pay my bill untill I get it. I refuse to pay to pay a bill on the phone.iI have been trying for hours for days. I used to pay my bill online and it was simple but they change and IMPROVE things every day and how can you keep up. Cant talk to anyone on the phone unless you try for hrs.

06/08/10 @ 18:52

In response to: Verizon: Almost One Year Later

Comment from: verizon dsl [Visitor]
verizon dsl

I’ve had it for a year.. and either the phone is a POS, or the battery in mine is almost shot because half of the numbers don’t show up

05/05/10 @ 01:35

In response to: Wed, Feb 11, 2009 at 19:59

payday loans direct

Hey - nice blog, just looking around some blogs, seems a pretty nice platform you are using. I’m currently using Wordpress for a few of my sites but looking to change one of them over to a platform similar to yours as a trial run. Anything in particular you would recommend about it?

04/20/10 @ 16:50

In response to: Fri, Feb 20, 2009 at 12:03

Comment from: Zozi [Member]
Zozi

Not sure why it was listed on a search with different key words (tags). I do try to use tags that make it likely those people will find it to whom it is relevant and I am sorry it wasn’t the case with you. I guess the other issue Google searches now take into account is how fast a page loads (and this is supposed to be fast, that’s part of the reason I use no images or photos in my blog), plus how much traffic it received.

04/12/10 @ 12:42

In response to: Acronis and Independent Hardware Restoration

Comment from: Zozi [Member]
Zozi

Yes

04/12/10 @ 12:38

In response to: Verizon: Almost One Year Later

Comment from: Zozi [Member]
Zozi

Which is good? Neither is good! Please see: http://zneuro.net/blog2.php/2010/04/12/verizonagain2

04/12/10 @ 12:35

In response to: Acronis and Independent Hardware Restoration

Comment from: ufc odds [Visitor]
ufc odds

Do you think that your cms is good for my first site ?

04/08/10 @ 08:28

In response to: Verizon: Almost One Year Later

Comment from: Verizon DSL [Visitor]
Verizon DSL

Which is good - Comcast hi-speed cable internet or AT$T DSL?

04/03/10 @ 00:51

In response to: Blog for 2010 DC Hungarian Pig Feast

Comment from: gry planszowe [Visitor]
gry planszowe

I’ve shared you post on digg, good work

04/01/10 @ 08:17

In response to: 1st followup to Verizon Saga

Comment from: Zozi [Member]
Zozi

Just a quick Verizon followup from today, 3/26/10, nearly a year after my first similar posts…

Last night I went home and found that my internet wasn’t working. I called tech support and after the usual hold I got somebody to tell me that the account was suspended. Without being able to confirm it, I was told that seemingly this was due to non-paying (I have always paid all my bills in full, on time). I was also told that nothing could be done to this (to activate my internet connection) at that time (it was 11 PM), and that the issue needed to be addressed during normal business hours.

I took the time and called today. I was on the phone for an hour and a half (!). Somehow I was connected to FiOS support first (I selected the option that I wanted a new service, hoping that would give me quick access to a live person, assuming their incentive to sell you “new” services), but then when asked about the type of service I just dialed zero.

Interesting, I still had to hold 20 minutes despite the hope of quick sales line. Nonetheless after 20 minutes I did get a live person, albeit a FiOS one.

After some 5 minutes on the line (asking all my account information etc), she determined I needed to be transferred to the DSL people. BTW, she offered, so that next time I don’t get connected to the wrong area, a “direct” line to DSL (800-567-6789). Very nice, I said, that actually was the number I called in the first place how I managed to get to her…

After another 10 minutes of music (which wasn’t too bad, at least for the selections, the quality was sub par), I now got the usual outsourced accented gentleman. We started chatting in a friendly tone and after a little while I learn from him that he is actually sitting in the dial-up department. He courteously offered, however, to transfer me to the DSL department. Not only that, but he even helped me further than that. He actually went ahead and offered to disclose the DIRECT number to DSL (800-567-6789).

Unfortunately, at this point, my friendly attitude waning, I declined, citing the fact that was the very number I called (and always call), yet managing to get to all sorts of departments around Verizon, with the only common denominator being they can’t help me. The outsourced gentleman, with apparent modest to moderate communication challenges related to the us of the English language, unfortunately did not understand exactly why I would decline his help offering this secret direct number, so he said it anyway.

As calm as I was earlier, this was getting a worthwhile experience. My cognitive self-therapeutic efforts focusing on not becoming frustrated, showed some wear and tear at this point.

Now more transfers… I finally get to the DSL folks, which, on the surface, you would think is a good thing. Right? Wrong. After another almost 10 minute hold and getting to another outsourced gentleman (who sounded exactly like the previous one), I had to painfully realize that no real progress was being made.

My account is suspended, I am told, therefore the billing department should be working with me. Great.

Another transfer, this time a non-outsourced voice, hurray. Of course the hold time adds on again. After share my convoluted story, which includes the fact I moved my voice part of the account to VoIP (Vonage) and I suspect this caused the issue in the first place (and all I want is internet only, restored right away, something I previously had been told was possible).

Unfortunately, the billing person is confused, challenged, frequently puts me on hold to look into things. As the situation is getting more and more hopeless for him, he even cautiously tries the “t” word (transfer), which by that time, had become my rage trigger.

Increasingly seeing no way out between his intellectual limits and the complexity of the situation at hand, the line gets dropped. After 90 minutes total.


I call back. This time I use a different approach. How about if I pick the “cancel” account option instead of trying the sales lines. In fact I did not have to fake it. At that point I was determined to do it too (i.e. cancel it for once and all).

Surprise! I get somebody on the line in less than 5 minutes! So I share my story for the 6th time in the last 90 minutes. Another surprise: the person speaks English well (understands almost everything I say), plus, as an added bonus, actually he is almost semi-competent. Huge contrast with all the earlier folks. Makes me think if they pay higher for the “cancel my account” reps as that is of even greater relevance than the new sales and definitely greater than customer support. If I can give you one advice then, if you have a problem and want to get somebody on the line quickly, go for the account cancellation option…

The guy relatively efficiently reviews notes, maps out the situation, and it becomes clear what had happened. My act of moving the voice away from Verizon did not automatically activate a “dry loop” (I wonder why they call it that way) DSL only subscription under the same account, but somehow caused suspending my account.

There is some complexity regarding how the still technically open DSL subscription from a discontinued DSL+voice subscription, in the context of moving the voice to another provider, plays out, so I won’t further complicate this technologically heavy post. Enough to say that my internet service was in “limbo” (that’s the exact word the guy used), so we needed to make some decision.

However, it could not simply re-activated. If I wanted it back (in a “dry loop” manner), I would have to do the entire setup.

Why is that relevant? DSL tends to be a bit more complex than cable. My situation is even more complex, because I opt to not use the Verizon DSL modem as a router (which is the routine setup), because I use my own (gigabit) router and use the DSL modem solely as a bridge, which requires some special account setup, which is a nightmare.

When the guy revealed that all my account settings are now erased and if I wanted to have my internet reactivated (without voice; i.e. “dry loop", I just can’t stop it, I think I am obsessed with the term), I would have to do the setup from scratch.

OK. At this point my decision matured to the point of no return. Cancel my account. I felt bad, because all day this was the time I spoke to the most competent, and nice sounding gentleman, who was actually helpful and was top of the situation. He was classy. Once I told him I just wanted to cancel, he acted properly.

Of course, I am writing this post before I see any further development, letters, bills, etc, so I’m pretty sure it is appropriate for me to say “to be continued"…

03/26/10 @ 19:26

In response to: Fri, Feb 20, 2009 at 12:03

Comment from: Mulch [Visitor]
Mulch

oh cool, this information is really useful and definately is comment worthy! hehe. I’ll see if I can try to use some of this information for my own blog. Thanks!

03/22/10 @ 22:18

In response to: Acronis and Independent Hardware Restoration

Comment from: zuchodrig [Visitor]
zuchodrig

Regarding that .iso file - do you refer to this file - TrueImage_6053aur_multiparam_Standard_english_il.iso - as containing 2009 version?
At least judging by its name, it seems to be TI 2010 (build 6053, the last build for 2010 version), with plus pack, because of ‘aur’ suffix - acronis universal restore. Based on isolinux (_il).

03/17/10 @ 18:05

In response to: Fri, Feb 20, 2009 at 12:03

Lawn Care Hockessin

oh cool, this information is really useful and definately is comment worthy! hehe. I’ll see if I can try to use some of this information for my own blog. Thanks!

03/06/10 @ 19:58

In response to: Fri, Feb 20, 2009 at 12:03

San Diego Real Estate

With all the doggone snow we have gotten as of late I am stuck inside , fortunately there is the internet, thanks for giving me something to do. :)

03/04/10 @ 23:39

In response to: Children Activities Info

Comment from: Jewel Gockel [Visitor]
Jewel Gockel

Hey, I’m happy I added your blog to my bookmarks, otherwise I would have missed this! Thanks for this.

03/02/10 @ 16:52

In response to: So who is having a prejudice problem here?

Comment from: miconian [Visitor]  
miconian

I agree that the truth is likely to be somewhere in the middle. Apparently, Crowley asked Gates for ID, and Gates refused. Well… that’s a good way to get arrested, in any situation; it doesn’t matter what color you are. On the other hand, a cop asking you for ID as you’re about to enter your own home has got to be pretty infuriating.

07/24/09 @ 13:36

In response to: An Independence Day "Present" from BofA

Comment from: Mari [Visitor]
Mari

Re: Credit Union banking.
My experience with our particular credit union was similar to yours. I would not recommend them for any online business and found their customer service very spotty. The truth of the matter is that I have been using BofA’s online bill pay system for approximately six years and have never had any problems. For me it works like a charm. It is very easy to use and it is well organized. I have been frustrated a few times with BofA (besides my ATM card being eaten by the machine) all caused by some morons working in our nearest branch office. Actually I moved our account and safety deposit box to another branch where the management seems to be more competent and professional. BTW I use a local bank for business purposes and while they are a fine financial institution their online system is less then desirable.

07/05/09 @ 22:18

In response to: An Independence Day "Present" from BofA

Comment from: Zozi [Member]
Zozi

Thank you for all the comments, they are very useful. A couple of appendices…

1. While testing my “tags” in Google, like “BofA", “ATM card", “confiscated", “retained” (to check if Google points to this blog using these search words), I found a slew of similar comments/complaints from all over. Also, the fact that among the relatively small number of readers of my blog someone turned up (Mari Erdos) who had the same experience, seems to point to the fact that the ATM card retention/confiscation is a common practice BofA uses against their customers. This is an interesting twist, given (as you can hear in the taped conversation), the rep I spoke to clearly tried to push the blame down to the ATM level as being an “error", as opposed to a deliberate action of BofA (due to whatever policy or algorithm they deliberately use). In other words, chances are increasing that this occurrence in fact reflects their deliberate strategy/tactics and then they are ready to lie about it.

2. I agree, that “disgusting” is the right word, especially considering they run ads to suggest they care about customers. Unbelievable they have a face to say that! Not only they don’t care about customers, but in fact they push it to the limits, to the point of legal boundaries. Clearly, spending too much on customer service and other areas to ensure customers’ needs are addressed well (helping avoid unnecessary inconveniences) is not as beneficial to the bottom line as doing the minimum (and saving on customer satisfaction as much as possible).

But it could also backfire if they go too far de-prioritizing customer satisfaction. Therefore, there is a balance and it is a business decision for them to determine where to draw that imaginary line between the endpoints of (A) too crappy customer service and ignoring customers to the point it backfires and they start losing customer more than they want; and (B) too “good” (and therefore expensive) customer satisfaction, which they view as hurting the bottom line. Clearly they tend to mind less if they err falling too close to end-point “A".

3. Someone recommended local credit unions and I wonder how you feel about that. Obviously, they don’t have an as perverted of a capitalistic approach as a big commercial bank, but I think the list of services they offer may be limiting (which is something big commercial banks know well for why they can afford their outrageous customer handling strategies)… For example long time ago I tried to play with a credit union bank, but the did not support Quicken direct connect (plus their web-based banking was rather limited), all of which seemed prohibitive to me (and BofA crappy customer service, although annoying, with all the services that ARE available, it is NOT prohibitive; I think that is at the heart of the concept that helps them abuse customers).

4. With respect to the shortcut to live agent, thanks a lot, it seems useful! On the other hand I find that some “smarter” companies actually figure that that is what most people do now (press ‘0′) and thus disable that feature. There are some cases where I just can’t seem to figure this out and I am sure they put in significant effort to figure out ways to comply with existing regulation yet “outsmart” their customers in preventing easy access to a live person. On the other hand, the fact so many do have live customer support (if 900 entities are listed…) there may be some federal law mandating it and perhaps it is also regulated how they should make it available, etc. I am interested in any further comments there…

Thanks again,
Zoltan

07/05/09 @ 10:29