Re: Verizon stores ... bleeech!


"Esmail Bonakdarian" <ebonak-a-@xxxxxxxxxxxxx> wrote in message
news:bWwqi.225$Lu4.89@xxxxxxxxxxx
Nick Danger wrote:
Please tell me this was tongue-in-cheek .. what you are describing in
one of those horrible phone menu systems, implemented in a store with
people present. How absurd is that?

I have a simple question, it will take less time to be asked and answered
than following any sort of script.

Please tell me you were joking ..

No, I wasn't joking. I prefer to do the initial paperwork with a computer,
so I can enter any necessary information myself. The alternative seems to be
to talk to a person who then turns around and enters it into the computer,
but can't spell my name or address correctly and then hits the wrong button
and has to start all over. Then when they finally get through all that, they
ask you what you need, and tell you you have to speak with someone else and
the process starts all over again. As I explained in my previous post, if
you really prefer to do things that way, you can do the equivalent of
hitting zero on a phone menu system, and go straight to a human. I would
expect you to understand this. With a name like yours (No - I'm not making
fun of your name; my real name (not shown here) is far more challenging),
you could spend hours coaching these Level-1 people on how to spell it, only
to get routed to someone else and have to go through the same thing again,
whereas if your fingers were on the keyboard, you probably could type it in
in your sleep. I only want to deal with people when I get to something for
which there is no option on the menu and I have no other choice.

An example of this is the other Verizon - the one that runs the land lines.
The wires leading to my neighborhood are ancient. They run above ground
along most of my street but go underground near the end - and my house is
the last one on the street (and also the farthest house from the CO,
according to one of the linemen). Verizon came through here with FIOS, but
decided it wasn't worth the effort to dig into the ground for just a few
houses, so I can't get FIOS. But since the neighborhood is considered
FIOS-ready, they have stopped all maintenance on the copper network. My
phone stops working when it rains, and then I have to call Verizon, and they
send someone out to swap my wire with my neighbor, who then calls to
complain the next time it rains, and then they swap it back to me. When I
call Verizon, I go through a menu system, during which they do some
automated diagnostics and verify that the fault is in their wiring and
create a trouble ticket. All of this is relatively easy, and there is no
waiting for The Next Available Operator." But then I need them to forward
my calls to my cell phone (which they do at no charge). For that I have to
call back and ask to speak to a person, stay on hold for at least 15 minutes
(using cell phone minutes), then explain the whole story to someone who
right away tries to open a new ticket, all so I can ask them to forward my
calls.


.

Quantcast