Verizon DSL service is absolutely the worst experience I ever had dealing with technical support personel. I own a recording studio with lots of technical gear and have much experience with technical support people and Verizon just takes the cake when it comes to incompetent personel.
The protocol at Verizon is to transfer you from one department to the other and if no one can help you then they will have someone contact you within 48 hours to help you. For a place of business that relies on reliable internet service, this is something that affects your business.
I got broadband DSL so I can use the internet at a faster speed and now I realise I was better off with the 56k modem. I started with verizon 2 weeks ago and I still do not have internet connection. I have been on the phone everyday with these idiots at their technical support who do nothing to help you except transfer you to another department who can't help either.
I finally found a guy who actually figured out that the server was sending me the wrong IP address and said the people in the other department should have picked up on this, "they don't know what they are doing over there", he said. After complaining for over a week, they finally wrote a "ticket" order upon which a technical support agent would contact me within 48 hours.
After I was contacted and got my internet going again, as soon as I hung up the phone with them my internet went down again and I could'nt get back on. When I called back the "customer support" agents told me that they would have it up and going again within the hour and that they would call back in the hour. I waited for an hour and a half (after 2 weeks of waiting to get full service) and called them back.
The agent that "helped" me said that the agents I spoke to earlier "lied to me" because I was not going to get a phone call until the next day, during explaining my frustrations with the service, he hung up on me. Prior to this when I briefly had my internet on line, I was having problems sending email attatchments from the netmail. Verizon.net site. When I called the customer service she was walking through the steps and when it did not work for us, she put me on hold and said, "let me check my resources", when she came back on the phone she said, "we don't give support regarding email attachments."
I was on their site and they don't give support for an important feature regarding email. This makes no sense to me. When I called again the next guy said, "some people here don't know what they are doing". He was not the first to say that from within the same department. When I called the billing department to cancel my order and complain, the supervisor said, "I can't help you regarding technical support issues."
Essentially there is no one at Verizon to complain to about their horrible service because they all don't know what they are doing and lie to keep you hanging. Any place of business would find this intolerable. I have more stories but I think you get the picture. My normal experience when you call tech support is that you get helped then and there with and "expert", someone who knows what they are doing.
Ramin Sakurai
Ramin
Los Angeles, California
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