Advice About Bad Customer Service?
I was without internet service for approximately 1.5 weeks because Verizon did not repair my DSL internet connection. I could not submit articles that I’d planned to submit; I missed billable hours at work; I used up extra cellphone minutes; I couldn’t receive calls and I had no access to my home phone because I have VOIP / internet phone; and I endured countless hours of mental anguish while trying to convince Verizon’s customer service department that they should provide me with the service for which I am paying.
It should be possible to hold large cable, internet and telephone companies liable for mental anguish — or, at the very least, lost wages — when they dick you around and provide extremely poor customer service over extended periods of time. Instead, what usually happens? You get company credit or vouchers that can only be used to purchase more of the shitty service that pissed you off in the first place.
It seems so completely unfair. Patient’s Bill of Rights. If you’re a patient in a hospital, you have certain rights. Same with the Taxicab Bill of Rights. But, what about telecommunications? What’s my recourse for all of the bullshit that I went through with Verizon? And, unfortunately, (as horrible as my experience is) it’s not just Verizon and it’s not just me. I don’t know anyone who *doesn’t* have a story that goes something like this: Comcast told me to remain in my home from 8am – 5pm so that they can repair my cable, but then they never even bothered to show up or they showed up *after* the time that they said they would.
So, now what? I’m pissed off. And, I’m sure — at some point or another — a few of you have been in a similar situations and *you’ve* been pissed off. What’s the recourse? Is the Better Business Bureau still functioning? Does anyone even bother reporting anymore? A reader, ingredient_x, suggests that I do what people always do when they receive poor service: spread the word. Word of mouth, he says, is “the only recourse customers actually have that’s the least bit effective.” Okay, so, I’m doing that. I use my two lips to ten fingers to tell anyone who will listen how horrible my experiences with Verizon have been.
Another reader, Error Boy, suggests that I report the incident to Consumerist.com, and I just did that. I hope they write about it and include it on their site. And, actually, you should check out their site if you haven’t already. The theory goes like this: Neither I nor you, individually, may not affect the way that Verizon and other companies do business; but, if enough of us join together, it’s like we collectively rise up and bop the folks in these large companies over the heads with our laptops and yell: “please do something about your shitty customer service!” Stories like this one give me that “pissed off / laughing / borderline madness” feeling that only comes when you realize that someone else has got a story that’s just like yours, and you feel like you know *exactly* what they’re going through. Like, this guy’s story.
So, here’s where things stand: my DSL is up and running, and I’m still with Verizon for now. Needless to say, I’m going to call them again so that they rightfully credit me (i.e. DSL out of service, VOIP out of service, etc.). So, then what? I could switch providers sooner rather than later; I haven’t ruled that out. At the same time, I want to do something to register this complaint officially and more completely. And, I want to do whatever I can to actually make them change the way they do business. If you’ve got any ideas, feel free to forward them to me via email or leave them in the comment section. I feel like I’m at my wit’s end.
March 23rd, 2007 at 4:59 am
Yay it’s good to have you back:) I’ve had countless issues with internet and stuff not working but I suppose I’m apathetic to it now. If it doesn’t work then I’ll report it and then watch some TV or something rather than waste my energy getting all worked up about something I can’t fix myself. It’s the easy way out but I can at least keep sane doing it rather than flying off the rails like I used to when the internet crashed!
March 23rd, 2007 at 12:25 pm
Wish I could say it was my lack of Internet that kept me from reading your site the past couple weeks, but glad to see you are back in business and I didn’t miss TOO much (except for the chance to bitch with you about cable companies…ASSHOLES).
The first thing I usually do in this situation is call, ask for a manager, and then spontaneously combust when I’m transferred to three different people who will each say, “Can you please start from the beginning of your story because I’m a fucktard?”
No really, that’s usually what happens. I finally get so mad that I feel like I’m going to kill the next person who walks through the door. Sometimes I’ll throw my modem or remote control to the floor out of childish desperation, or tell the stupid asshole on the phone that I’m going to cancel service (um, don’t try this; it doesn’t work). Basically, having a good old fashion tantrum works well for me.
After that, a stiff drinkie with a good friend usually helps.
Uh…I’m no help at all, am I? Ha! Good luck, and props to you for sharing your story on Consumerist. That’s definitely taking SOME action!
March 23rd, 2007 at 1:18 pm
Keep track of the dates, time, and everyone you talk to. With bad customer service, I’m sure you are being shuffled around. When you start referencing this info in your calls, Verizon will know that you mean business.
Also, always say you are traumatized, upset, and definitely lost time at work as a result of them not working.
I’ve had HORRIBLE service with DirecTV. Horrible. The above info helped us get some credit on our bill. If it wasn’t for the extra movie channels we received in addition to the credit, we definitely would have canceled.
Good luck!
March 23rd, 2007 at 2:22 pm
Wow, I’ve never heard of anyone being that long without service that wasn’t due to a massive outage. Outrageous.
And tell them your readers suffered, too, and that we all talked bad about you behind your back and caused you even more mental anguish. (Not true, but you might get someone to laugh)
March 23rd, 2007 at 6:26 pm
HA. See when my cable internet or cable or both are out here in So Cal, I swear to God, the rep I get on the phone blames it on wind/fire/heat/unusual cold/insert random weather pattern here near their trnasmitters.
TWC does it, and Adelphia did it before TWC took them over.
March 23rd, 2007 at 9:46 pm
Welcome back from DSL Hell.
March 24th, 2007 at 1:38 am
I just had an ugly customer service experience myself that I’m actually still dealing with involving CAPITAL ONE and KARMALOOP.COM. I can’t even type about it without getting upset. But I honestly think that when it comes to cable there is no recourse. You could switch providers but they would just screw you over too. It’s possible the only revenge is to have illegal cable like my mom (lol seriously) or OCCASIONALLY connect to other people’s wireless internet like me (which really probably only works if you live in an apartment). Hope that gives you some hope :-)
March 24th, 2007 at 11:03 pm
Welcome back!! You might also want to try PlanetFeedback.com. I’ve submitted several complaints there with companies that have pissed me off.
March 25th, 2007 at 12:22 am
Darwin: Thanks. And, it’s good to *be* back, too! :-)
AmyD: Stiff drinks help *everything*!! :)
ChiGirl: I’ve got a little log that lists everyone that I talked to and all of the crazy stuff that they said to me when they contradicted each other REPEATEDLY. And, yes, I was / am *very* traumatized by the situation. I almost *lost it* one day. Like I mentioned before, I don’t use internet strictly for pleasure — it also helps me pay the bills.
Howard: Outrageous. Absurd. There are a million crazy that describe the debacle that happened. I’ve *NEVER* been without internet for that long. I’ve had this blog for nearly 2 years now, and the Verizon-induced hiatus was the longest that I’ve ever gone without posting.
Amy: Man, did you check out the stuff on Consumerist.com about TWC in Southern California? It sounds HORRIBLE.
John: Thank you!!! :-)
cici: Capital One = Evil.
Darla Mack: Thanks for the recommendation. You and the rest of the group soooo have to come back to New York for a visit sometime.
March 29th, 2007 at 11:01 am
Hate, loathe, despise, detest Verizon. Had a one month disasterthon with them regarding DSL a couple of years ago. Nightmare. On the phone with them for literally hours (until the phone went out, too), people treating me like a thumbless monkey (”Have you turned the modem on?”) being bumped up and up and up through customer service till I was finally put through to a Verizon Crisis Counselor (not kidding). I nearly went insane. I wondered when I could turn. Who do I complain to?
1. At the time there was a website called, I think, verizonsucksmyass.com. There, I felt I was among family.
2. Then I dumped Verizon and switched to Road Runner, who has been nothing but good to me although not the world’s cheapest connection. You get what you pay for.
Your story has also highlighted for me the number one reason I cannot go Voip. Although I will finally be cancelling my landline this week.
Stupid evil Verizon: I don’t need you any longer.
March 29th, 2007 at 9:06 pm
Yeah, Verizon can suck.