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April 21, 2005
The Verizon saga continues
(Posted by francois to: worst practices )So I finally got through to a live person at Verizon on Wednesday night (see previous Verizon "horror story" posting). As you can imagine, I was pretty animated, but civilized.
I told the "repair representative" that I couldn't understand why they could not fix my "no dial tone" problem before Friday - after all, it is their problem and it originates somewhere outside my house. He assured me that I misunderstood the web site and that what they really meant was that the problem would be fixed by no later than Friday 6pm (note that their web site gave me options to schedule repair for this Friday or for any day next week). When I asked him why I had to stay home all day he told me I did not need to since I had run the "NID" diagnostic myself. And when I told him that their web site was not clear at all on that subject, he said that I shouldn't pay attention to the web site as it was inaccurate.
So tonight I get another call on my cell (I still have no dial tone on my main home line) from another Verizon machine - telling me that a technician will be here tomorrow between 8am and 6pm - and that they are expecting an adult 18 years or older at the house to ensure that the "repair" can happen.
...who the heck is telling the truth at this company? The live representative or the machine?
[Technorati Tags: customer service verizon]
Posted by francois at April 21, 2005 07:56 PM | Bookmark This
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Comments
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Posted by: Allison Trump at January 10, 2006 02:01 PM
