"By the time I am through, you will all taste my brain meat." - Spider Jerusalem.
Thursday, June 21, 2012
Just Another Day With Verizon Customer Service
What follows is an unaltered transcript of my most recent attempt to obtain help/information from Verizon's "Customer Support." Please enjoy.
Chat
Subject:Unknown
Your
Question:The modems you keep sending me are crap, keep overheating, a problem I
haven't had in seven years with my old one. Which in store modem/routers are
compatible with verizon wireless so I can purchase one that actually
works?
A
Verizon Service Representative will be with you shortly. Thank
you.
Agent
Kapil has joined.(13:34:15)
Kapil
: Chat ID for this session is ###########.(13:34:15)
Kapil(13:34:25):Thank
you for contacting Verizon HSI Technical Support. My name is Kapil and I am the
technical support analyst assigned to help you. Please stay online for a few
moments while I review the information generated by your trouble
ticket.
Kapil(13:35:01):Thank
you for staying online. I appreciate your patience.
Kapil(13:35:01):I
apologize for the inconvenience caused and I will try my best to resolve the
issue.
Kapil(13:35:06):I
understand your concern and I will assist you with the issue. For verification,
please provide the following information before we start:
- Your first and last name - The first and
last name of the account holder and your relationship with him/her. - The Operating
System (Window XP, Windows Vista, Windows 2000 or Macintosh) that you are
using.
Scott
Wilson(13:35:30):Scott
Wilson, Account Holder, Windows 7
Kapil(13:35:45):While
I am checking your account details, may I have your preferred email address and
preferred callback number? Could you confirm if this number accepts incoming
calls from 800 or toll free numbers?
Scott
Wilson(13:36:13):(INCORRECT EMAIL GIVEN).
No call back number.
Kapil(13:36:52):May
I know the make and model number of the modem which you are using to connect to
the internet? (Eg: Westell 6100, 2200, 6110, 7500, Versalink 327,
Actiontec)
Scott
Wilson(13:38:00):Actiontec
GT704WG
Kapil(13:38:16):Could
you please elaborate the issue so that I can assist you in a better
way?
Scott
Wilson(13:40:08):Your
Actiontec modems keep overheating whenever I attempt to harness the massive
4mbps download speeds I squeeze out of the crappy local lines, and so I want
a confirmation on which modem models are compatible with Verizon DSL, so I
can purchase one that doesn't melt down after four hours of continuous
use.
Scott
Wilson(13:40:44):And
it's "elaborate ON the issue," not "Elaborate THE issue."
Scott
Wilson(13:40:51):The
latter makes no sense.
Kapil(13:42:27):Please
allow me a moment, let me check whether this modem can be replaced or
not.
Kapil(13:42:33):Please
stay online with me.
Scott
Wilson(13:43:03):I
don't want you to replace the modem. You've already replaced it with the same
kind, and it has the same issues.
Scott
Wilson(13:43:33):What
I want is a list of modems that I can purchase and use in conjunction with my
DSL service.
Kapil(13:43:43):Okay
Kapil(13:44:08):Please
stay online with me, I am connecting you to concern department, who can provide
you best information about this.
Scott Wilson(13:44:16):"I am connecting you to THE concern department."
This
session is being transferred.(13:44:19)
This
session is transferred to Wendy.(13:44:29)
Agent
Wendy has joined.(13:44:29)
Wendy(13:44:34):Hello.
Thank you for choosing Verizon and visiting our chat service. I will be happy to
help you today.
For quality & security purposes, your session is recorded
and may be monitored or reviewed. Please do not provide sensitive information
such as social security, bank account or credit card numbers. May we view your
account information, including the services you subscribe to, so that we may
assist you during this chat with respect to available Verizon products and
services? You may deny us permission, which will have no effect on your current
services. Under federal law, it is your right and our duty to protect your
account information.
May I have
permission to review your account?
Scott
Wilson(13:44:51):Hello
Wendy
Scott
Wilson(13:45:13):What
would you like to review?
Wendy(13:45:28):I
just need your permission to access your account.
Scott
Wilson(13:45:44):Go
right ahead.
Wendy(13:46:34):Thank
you. How can I help you today?
Scott
Wilson(13:47:21):They
didn't copy any information from the last person I just spent ten minutes
with?
Wendy(13:48:12):I
see your question regarding the compatiblity of routers but that isn't something
that I can help you with from this department.
Scott
Wilson(13:48:23):Then
why am I talking to you?
Wendy(13:49:43):I
apologize, I am not sure why you were transferred here. I will need to transfer
you back to our Online Technical Support department for assistance. I am very
sorry for the inconvenience.
This
session is being transferred.(13:49:58)
Scott
Wilson(13:50:15):I'm
sure this one will be much more helpful.
This
session is transferred to Kirti.(13:52:00)
Agent
Kirti has joined.(13:52:00)
Kirti(13:52:30):Thank
you for contacting Verizon HSI Technical Support. My name is Kirti and I am the
technical support analyst assigned to help you. Please stay online for a few
moments while I review the information generated by your trouble
ticket.
Scott
Wilson(13:53:23):Okay
Scott
Wilson(13:57:58):We're
now looking at twenty minutes and three customer service reps, all for an answer
to a general question that should be available as a FAQ on the main Verizon
website.
Supervisor
Dibakar has joined.(13:58:43)
Dibakar(13:58:43):Hi
I am Dibakar , the supervisor on the floor.
Scott
Wilson(13:59:24):Hello
Dibakar.
Dibakar(13:59:29):Please
allow me few minutes to go through the case details.
Scott
Wilson(13:59:47):By
all means.
Dibakar(14:01:42):As
i understand the issue, you want to know the modem info that are compatible with
Verizon wireless service.
Scott
Wilson(14:02:00):Yes.
Scott
Wilson(14:02:04):Please.
Scott
Wilson(14:02:13):Very
much so.
Dibakar(14:02:49):Sure.
I will provide you the web sites details.
Scott
Wilson(14:04:07):I
would love to know where that information is on the website. Twenty minutes of
searches and browsing the FAQ left me empty handed. I couldn't even find a link
that would allow me to purchase a modem directly from
Verizon.
Scott
Wilson(14:04:18):Which
I wouldn't do, of course. But still.
Scott
Wilson(14:05:06):It's
now been a half hour, and you are the fourth rep I have spoken with. Seems like
a lot for such a simple question, no?
Scott
Wilson(14:05:32):I
mean, no one has even tried to sell me anything. Talk about a missed
opportunity.
Scott
Wilson(14:07:10):I'm
guessing you're having as much luck finding it as I did?
Dibakar(14:08:10):Thank
you for your patience.
Dibakar(14:08:35):Please
visit the web page of the Verizon portal :
Scott
Wilson(14:10:15):So,
your troubleshooting page for modems, with no documentation or titles to explain
otherwise, doubles as your list of compatible models?
Dibakar(14:11:00):It
carries all the compatible modem list.
Scott
Wilson(14:11:09):Which
means, unless I try to find troubleshooting documentation for a modem I have yet
to purchase, I'm not going to find it.
Scott
Wilson(14:11:29):And
that took over forty minutes for someone to direct me to.
Scott
Wilson(14:11:34):On
the fourth rep.
Scott
Wilson(14:11:37):You
know, when people talk about Verizon Customer Support being as unreliable and
useless as a group of five-year-olds playing Telephone, you like to think that
it isn't true.
Scott
Wilson(14:12:21):But
then, forty minutes later, here we are.
Dibakar(14:12:46):Have
opened any particular modem page?
Scott
Wilson(14:13:07):That sentence makes no grammatical sense. Please try again.
Scott
Wilson(14:13:44):Maybe
this is the issue. If you don't have a full command of the English language, how
are you supposed to comprehend what I am asking?
Dibakar(14:14:14):Okay.
Your feedback is taken.
Scott
Wilson(14:15:32):I
have yet to see any proof that anything that happens in a Verizon support call
is actually documented anywhere, so I seriously doubt that.
Dibakar(14:16:38):Its
documented.
Scott
Wilson(14:18:37):I'm
sure the complaint will be taken under serious consideration. Is there any
reason why you haven't asked me if there's anything else you can help me with,
or are you just hoping to stretch this simple question out to a full
hour?
Dibakar(14:22:33):Is
there anything else i may assist you with?
Scott
Wilson(14:24:35):No,
that should be it.
Scott
Wilson(14:24:48):Capital
"i"
Scott
Wilson(14:25:28):Oh,
and there should be an apostrophe in "It's documented."
Scott
Wilson(14:25:45):I do
English tutoring on the side if you're interested.
Scott
Wilson(14:26:18):I'll
cut you a huge discount if you can get my internet to actually work the way it
should.
Scott
Wilson(14:26:37):Call
it a professional courtesy discount.
Dibakar(14:27:23):Is
there anything else related internet service?
Scott
Wilson(14:28:01):Do
you mean "Is there anything else related TO internet
service?"
Scott
Wilson(14:28:08):If
so, then the answer is no.
Scott
Wilson(14:28:16):I
just said that a few minutes ago.
Dibakar(14:28:31):Okay.
It was a typo.
Dibakar(14:28:57):It
was wonderful to assist such a patient customer like you. Have a great day
ahead.
Scott
Wilson(14:29:07):Well,
with that kind of attention to detail, I can rest assured my internet service
needs are in good hands.
Scott
Wilson(14:29:18):You
have a great day as well.
Dibakar(14:29:24):Our
goal is for you to be completely satisfied with the service you have received
and please recommend us to your friends and colleagues. Thank you for choosing
Verizon.
There will be a follow up email with helpful troubleshooting
tips for the most common issues sent to your email for future assistance. Please
visit "www.verizon.com/connect"
and download the "Verizon In-Home Agent" for easy to use troubleshooting tips
and diagnostics tools for your TV, Internet and Telephone. For a recap of the
issues discussed today, please refer to the chat posted
above.
Scott
Wilson(14:29:26):Ahead
is redundant.
Scott
Wilson(14:30:03):I
didn't choose Verizon. If I had a choice, I'd be sipping on sweet Cable
internet.
Scott
Wilson(14:30:09):But
thank you just the same.
Dibakar(14:30:39):Okay.
No issues. Have a great day.
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