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Lunch » Tags » Companies » Reviews » Verizon Online DSL » User review

Good Internet, bad service.

  • Dec 29, 2008
  • by
Rating:
+1
Verizon DSL was our first high-speed Internet service. In the beginning, we were offered a very low rate, but then after 12 months, they jacked up the price on us for the same service without any warning! We called and complained, and after a lengthy conversation, they agreed to return our rate to the original price.

After that, however, our connection began getting weaker and weaker, and I found myself on the phone with customer service almost every month. Finally, I threatened that I wanted our bill pro-rated to account for the hours where I had no service at all! Suddenly, our service shot back up and everything was fine.

Then, we decided to switch to Time Warner's cable Internet because we would receive a better deal with their phone and television products as well. This is where it gets juicy!

First, we called Verizon and told them that Time Warner offered an all-in-one package for about $100 monthly. The customer service representative made absolutely no effort to retain us as customers, saying "Nope. We can't beat that price." Alright, thanks for being honest! (I'm sure he won't meet his monthly quota!)

After having Time Warner Internet installed, we called Verizon to cancel their service. We were first transferred to India where we gave our telephone number so they could look up our account. Then, they transferred us to Arizona for customer relations and technical support. Again, they asked for our phone number, and to confirm, asked for our family name and address.

Then, she said we would have to pay $79 to terminate our contract prematurely. What contract? We argued about this for a good 30 minutes. Well, she finally said a contract had been emailed to our msn.com email address, had been signed, and returned. We then informed her that none of us has an msn.com email address. She said "Oh." Then, we asked her to verify our phone number, whose last four digits are -1955. She then said "Oh, this isn't -4955?"

Let me get this straight. You asked for our phone number twice and confirmed our last name and were about to ask for a social security number, and you still had the account in front of you wrong? And you were about to charge those -4955 people $79 and cancel their Internet for no reason!

Well, we successfully canceled our service with them, but asked to speak with her supervisor to report her gross ineptitude and potential security breach. The supervisor made it clear he didn't care to hear our complaint, so just to get him back, we requested that he spell his name for us and then asked, "And is that 'Mr' or 'Mrs?,' I can't tell by the sound of your voice." At that point, he hung up.

All in all, Verizon had good, fast Internet but their connection was inconsistent and their customer service skills could use some improvement. If I could give them a '0' or 'neutral' rating, I would. But for now, I'll give them the benefit of the doubt (we all have bad days) and stick with +1. Congrats, Verizon, on once again passing with mediocrity!

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December 29, 2008
hahahahahahahahah!!! is that mr. or mrs.!!? HYSTERICAL! I can't believe the supervisor wasn't even having it w/ the complaint. ridiculous.
 
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Ali ()
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Member Since: Dec 8, 2008
Last Login: Jun 8, 2012 04:51 AM UTC
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Wiki

Verizon Online DSL is a digital subscriber line Internet service product provided by Verizon Communications, its parent company. As a DSL Internet company, it allows consumers to use a single telephone line for both high-speed internet access and telephone use simultaneously. As of late 2008, Verizon Online DSL offered four connection speeds at various prices.
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