[BC] Digital STL

[Broadcast List USER]

Well, in Northern Virginia, when Verizon sets up an area for FIOS, one  
can no longer call the copper side.  ALL CALLS, for DSL or FIOS MUST  
go to the FIOS support people.  This is yet another reason I dropped  
Verizon DSL, and didn't go to FIOS.

The FIOS queue was SO LONG.  I could call 954-6222 and get an  
immediate answer.  They were not allowed to help me, even though they  
WERE the right group before FIOS, and still are if you are outside the  
FIOS area.

Instead, I had to call the FIOS group, and wait a very long time to  
get someone to do whatever magic they do on their end, while I press  
the reset button on my end.  One time I called, I was in the queue for  
one hour, forty-five minutes before talking to a human.  Once we  
restored my DSL, I complained about the wait time.  A very angry  
Verizon rep came out.  He ranted about the lack of trained people, and  
that the customers only make things worse by taking up his time by  
complaining.

Hey, and I do it right.  I say, "Hey, I know it isn't your fault, and  
I know you have no control over it, but the wait times are far too  
long, especially since I don't even have FIOS.

Now, tell me, is this a great way to convert people to customers, or  
make them go away.

Oh, and regarding saving people from canceling, that has happened to  
me as well.  I get nowhere getting something done, and then ask to  
cancel.  I get the specialist that is a retention specialist.  I  
explain why I am canceling, and I get what I want.  I have two free HD  
boxes from Comcast because I told them I was going to cancel.  I was  
just billed $30 for a service call, and I assure you I won't have to  
pay it because I will cancel, and they will credit me the $30 to get  
me back.

Heck, I got AOL 18 months free, before they went to a free option for  
customers with no modem access.  I still had modem access.  Every time  
I would call to cancel, they would extend my service about four months  
to keep me from canceling.  The last offer was for only one month  
free, so I went ahead and canceled it anyway because it took about 40  
minutes each time.

--chip

On Feb 24, 2010, at 12:58 PM, broadcast-request at radiolists.net wrote:

> Message: 14
> From: Dean Tiernan <dtiernan at gmail.com>
> [...]
>> WHO WOULD CANCEL SERVICE UNTIL THEY HAD THE
>> REPLACEMENT IN PLACE?  What idiots.  Why do they try to save  
>> customers
>> at the point where they are canceling?  It is TOO LATE!
>>
>> --chip
>
> ***************************
> Why? Because it frequently works. I turned many customers around who  
> had already ordered cancellation with a free house call
> or equip replacement. FIOS support, however, is all done in the US  
> and is a separate organization DSL is handled by the copper folks.
> While on the Verizon rant, one thing you should know is that there  
> has been no real assimilation. What you had before you got now. We
> used to bribe each other to make internal calls to the Boston (and  
> other Eastern) area(s), knowing we were about to embark on a half  
> hour quest to reach
> the dispatchers in some areas.
> --
> Dean