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gav (2710)

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Hacker in NYC.

Journal of gav (2710)

Friday November 21, 2003
08:08 PM

Joys of Verizon (part II)

[ #15932 ]

The fun with Verizon continues. I can't login to the dialup number they gave me.

V: This is the Verizon automated system, I can understand what you say. Please enter your phone number
V: What is the problem?
M: I can't log in
V: I'm sorry you can't get your email. You can find help on
M: Arrrgh

[ hang up, call again, finally get a human ]

V: What's your phone number?
V: Business or residential?
M: Residential
V: What's the problem?
M: I can't log in with my username and password
V: Is this DSL or dialup?
M: Dialup
V: Sorry this is the DSL technical support number, let me transfer you to dialup
M: Ok

[ and the buck is passed again... ]

V: What's your phone number?
V: Business or residential?
M: Residential
V: What's the problem?
M: I can't login
V: You don't have a dialup account
M: I should do, when you guys helpfully turned off my DSL you set up a free dialup account for me. I was even given the number to call.
V: You need to speak to billing...

[ annoying call music ]

V: Can I confirm that your DSL number is XXX-XXX-XXX
M: (nearly dies of shock) Yes
V: What's the problem?
M: I can't log in. Tech support says that the free diaup you set up for me doesn't exist.
V: It doesn't start until Monday
M: But you disconnected me last Monday!
V: Yes but it says Monday in the system and I can't change that.
M: But you're a technology company! Surely you can move the date forward 3 days?
V: I can't do anything, it's set up by your local branch and it will work Monday.
M: Can I speak to your supervisor?
V: They're all busy and wouldn't be able to get back to you tonight. And they couldn't change the date anyway.
M: So you can't do anything?
V: I can not charge you for the week you haven't had DSL.
M: That's mighty kind of you.

[ awkward silence while we wait for system to accept changes ]

V: All done. My role is to provide excellent customer service, have I done this for you today?
M: Well you've done your best but your company has provided piss poor service.
V: I'm sorry

[ click ]

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  • Gav, sorry to hear about your pains...

    If I would have paid attention a bit earlier I might have been able to help you. Until today I worked for Verizon Online... the people who build the web pages for a big part of Verizon.

    A. Verizon sucks, especially for you, because you live in a GPS state. What is a GPS state? A state that is neither clearly east nor west. (Verizon was founded by a merger of BellA (e) and GTE (w)).

    Because of restrictions between this former companies some customers location (east