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When I moved back to Gaylord this past fall I needed internet service and unfortunately for me the only high speed option available was from Verizon.
The order process was long and painstaking. It took forever on the telephone and I was repeatedly pushed to go for additional service that I didn’t need. The installation order was ‘lost’ and my internet wasn’t ready for me when I arrived at the new house. Of course there was no explanation or apology – just another long, aggravating phone call to place another order.
When my internet was turned on, it was only half has fast as promised. A phone call to investigate revealed that I was getting the fastest service possible at my address and surely noone at Verizon suggested I would get anything faster than that. (grr) I gave up on it.
A few months later I got on office in town and don’t ask me why but I actually turned to Verizon again. This time I decided to place my order online, thinking it would be faster and involve less hassles. Well, the joke was on me. When I finished putting my simple DSL only order together, I wasn’t given an ‘order received’ message – instead I was told to call their customer service department to discuss my order with their agent.
Yeah, another long, aggravating phone call with unwanted upsell offers. Several times the agent tried to sell me on a discounted service with a year’s contract. I explained that I was in a short term lease and only needed service for six months – so I did not take the discount offer and signed up for full price service.
Now, six months later my time at the office is over and I’ve moved into a new house and enjoy lightening fast cable internet. (Thanks Charter!)
I called Verizon tonight to cancel my service. 30 minutes on hold and I’m told that I’ll have to pay a $79 fee to cancel service because I’m under a year contract. (!!!) I’m ticked off to say the least. I’ve requested a supervisor and shocker of shockers, I’ve been on hold for another fifteen twenty-five thirty-five minutes. (Yes, I’m writing this while I’m on hold.)
So, this is why I won’t ever recommend Verizon to anyone ever:
- They fail
- They don’t admit that they fail
- They don’t apologize
- They’re overly pushy
- They don’t listen
- They waste customer’s time
Verizon, you’ve quite literally trained me to despise your brand. When I think of Verizon I think of long time wasting telephone calls and complete loss of trust. In this day and age, you should know better. Customers like me don’t just get mad. They get mad and tell people about it.
(Update: it got so late that I gave up on the phone call. Nobody ever came back to the line after more than half an hour and it was time for me to head out to the gym – and you know I NEEDED to go workout some of my frustration – so I’m going to have to call them a second time to get the darned account canceled.)
Twitter Updates
Oh, how frustrating. I’m with you on disliking Verizon. I’ve never had their internet service, but I did have lots of trouble getting released from a cell phone contract. When they tried to hit me with a $5000 early termination fee (corporate account – 25 lines) for switching carriers 10 days before the contract expired I about blew a gasket. Then I Twittered about it. A LOT. Guess who got that early term fee waived?
@verizon, if you’re interested.
Wow, yeah I’ve been there so many times! It drives me nuts because I pride myself in excellent customer service in my own business, and I just can’t fathom how many large companies do not. One time when I first started selling my art online, It was a local Postal Annex store and they had packaged someone’s family photos that were framed into my package and they added a lot of weight to a painting I was sending to a customer of mine. Not only did it cost me in shipping, but it made me look unproffessional to a regular client of mine who thought I had made the mistake, and then these were also meant as Christmas presents I am sure for the person with the photos who had trusted them to be shipped and had paid too. My customer was nice about it and even mailed the photos back to me. I promptly brought them in and showed them their mistake. They said it wasn’t their problem since I had only had it packaged there and not shipped (I went to the post office when I found out how much the Postal Annex going to charge me! Which now I know was because of all the extra weight and the PO charged me a fraction of that price), they would not refund my money or appologize or anything. I asked to see a manager and the guy said “I am the owner”. I was floored. He took the photos from me and said he recognized them and knew the lady since she was a regular customer and assured me he’d get them back to her. When we were outside my husband said he figured the guy probably threw them in the garbage if he was that unwilling to be responsible for a mistake at his store. So sad since I was trying to do the right thing and get them returned and so was my customer. Now I do all my own packaging and shipping through the post office, they never got my business again.
I’m resisting the urge to post a ‘part two’ because it would surely only be filled with colorful sailor language that I’d be ashamed of later.
ROFL, I know what you mean! Sorry you are having such a bad day Kelly!
Hi,
I totally agree with your assessment of Verizon. In addition their customer service is in another country and doesn’t know how to help. Another run around and long unsuccessful phone call.
Hi,
I totally agree with your assessment of Verizon. In addition their customer service is in another country and doesn't know how to help. Another run around and long unsuccessful phone call.