Becky moved from one apartment in her building to another (2 bedroom apartment) on 09/26. In preparation for this she called Verizon (on 09/22) to schedule to have her DSL service transferred to the new apartment. The building she is in is relatively new–built within the last 5 years or so. Verizon continues to insist that there is no phone line in the new apartment. Here’s a log of our attempts to do business with Verizon:
Becky:
09/22/2008 @ 17:04 ET – for 31 minutes
09/25/2008 @ 17:36 ET – for 33 minutes (disconnected)
09/25/2008 @ 19:38 ET – for 26 minutes (on hold; did nothing)
09/30/2008 @ 16:56 ET – for 3 minutes (disconnected)
She gave up at this point. A good friend recommended that I try the Verizon Direct forum over at DSL reports.com. Verizon actually pays employees to answer questions on this forum. With great hope, I registered an account and posted my question on 09/30/2008. A very kind employee with the registered nick of VZ_MichelK responded stating that she couldn’t really help me directly. She did, however, provide guidance on what I needed to tell the CSR.
Here is the catalog of my phone calls:
10/02/2008 – 13:03 ET Spoke with a Ms. Mitchell. She told me that she had taken care of everything and that my wife should receive an email regarding the new install date. I never received the email
10/03/2008 – ~15:07 ET – 15:54 ET Spoke with Ms. Tillman. She said she made a note on the account and forwarded a request to the “referral group.” She said that a network technician will be going out to set it up. I think she meant that the technician will be making sure that everything is in place to proceed with the provisioning process. I provided her with my mobile number for callback, but never received a phone call or an email
10/13/2008 – 09:27 ET – 10:30 ET Waited for 1 hour and 3 minutes on hold. Apparently Verizon’s CSR group is closed for Columbus day, but they don’t change their greeting(s) or log out of the IVR?
10/20/2008 – 09:37 ET – 09:58 ET Spoke with {forgot to ask for name}. I immediately explained the situation and requested to speak with a supervisor in a polite dialogue. I was told that it would take a minute to secure the ear of a supervisor and was put on hold. Loretta is the supervisor I was transferred to. She is trying to get in contact with someone in the “Dry Loop” group. Loretta told me that she was going to do some digging and get back with me sometime between 16:00-16:30 ET on 10/21/2008. She seemed to understand the situation and stated that she would thoroughly document it for me (in the Verizon CRM?).
I have yet to hear back from Loretta, Ms. Tillman or Ms. Mitchell. I also have yet to receive an email from Verizon.
For what it’s worth, the people I have spoken with on the phone and the kind VZW employees (VZ_MichelK, VZ_DebbieH, and VZ_KlaudiaK) on the forums have been extremely polite and empathetic. I just wish at least one of them was empowered by Verizon to help me.