Doug on IP Comm – An independent voice on VoIP, telecom, and IP Communication

Verizon wireline’s 7 day service window

Posted on: July 8, 2009

If you want to know one of the supporting reasons why Verizon continues to lose landlines, it boils down to one word: service.

My Verizon landline died sometime yesterday. I placed a service call last night and was told the latest someone would show up would be July 13 – seven days from the time I placed the call.

Seriously, WTF?

A test from the CO indicated that yes, indeedie, there was a problem, so a truck roll was scheduled. Iif a dispatcher could get someone out there earlier,  Verizon might be able to get someone out there; could I please provide two (2) other phone numbers to reach someone at the household.  So they have a “work” number (which, BTW, is a Cox phone line working fine) and a mobile number.

Other highlights of my call: “Did I check the dial tone access on the box outside?” No.  When did checking dial tone on the box outside become standard operating procedure?   “Work on the inside of the house is covered, you pay for maintenance…” Yes, we do,  but this apparently doesn’t get a truck roll out to me any sooner despite paying the extra $3 and change.

All this gives me flashbacks to when I moved about 3 years ago and tried to get service to my new house. It was almost literally a move across the street — no change in CO, no restart in billing, should have been a piece of cake.

Instead, it was a NIGHTMARE.

One phone number was supposed to be transferred over the weekend, but the house owners left their service on.   I called service, took time out of my day on a Friday, and was PROMISED that would be out that day.  10 AM rolled into noon, and I called Verizon again. “Someone will be out by 3 PM”… 3 PM rolled into 4, called again … “Someone will be out by 6 PM”… 6 PM came and went. “We can’t send someone out today, we’ll send someone out tomorrow.”

Saturday came and went, nobody showed up.

Monday rolls around, the dial tone from the previous owners ends and STILL no truck roll.  I call again, am told that because the previous owners didn’t have service turned off, they have rescheduled the truck roll — because they just CAN’T turn up service without a truck roll once the line is turned off — for two weeks later, thank you very much.

Since I live in a cell phone “dead zone” and have a small child, I am not f***ing pleased. I ask for a supervisor and tell her I had a live phone line in the house until yesterday, could she PLEASE try to do something in the switch?

And… 5 minutes later late on Monday I have one of two phone lines turned on. Lot of apologies about how Verizon was switching to a new dispatch/service system…. and that’s it.  No service credit, no paper…

Line number two came up after a truck roll about two weeks later.

A month or two after that, I called up Cox and moved line number two off Verizon.   The cable company gave me a TWO HOUR window when the tech would be out and it took them less than an hour to:

1) Find the right cable

2) Install the equipment on the side of the house

3) Switch the phone number out of Verizon’s CO over to their CO.

It would have been MUCH LESS than an hour, but the installer was training a new guy, so he was taking his time showing the rookie how to do things right, including nicely cutting the cable guys. In addition,  there was about 5-10 minutes on hold with the service center because it was lunch time.

Now, which would you prefer, a two hour service window, or a seven day service window? Cable may have gotten a bad rap for customer service in the past, but they’re kicking Verizon’s rear in my neighborhood today.


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