Cutting the Cord (the Saga Continues and Continues)

how-about-never

Verizon told us they’d be at our house between 11 am and 2 pm to install our new fiber optic connection (good-bye, Comcast!). The installation was supposed to take three hours and might require work on the outside of our house.

After a while, I checked our order status on the Verizon website. A note had been added. The technician will arrive between 1 pm and 5 pm. Ok, whatever.

The afternoon wore on. No technician. No word from Verizon. No email, no phone call.

But another visit to their website reveals an updated note: the technician will arrive between 7:45 pm and 8:45 pm. Really? To do a three-hour job that might involve working outside? In the dark?

Ok, let’s contact Verizon. First, a brief online chat. Second, a phone call to “customer service”. Third, another phone call to “customer service” after the first call disconnects.

The Verizon representative is surprised to hear that Verizon technicians do installations at night. So am I. I ask her to confirm that this is actually going to happen. Or will the technician actually show up tomorrow morning? Or never?

She contacts the dispatcher, who confirms that the technician will be arriving tonight. I’m not convinced.

Meanwhile, the website has a new note: the technician will arrive between 9 pm and 10 pm:

verizon 1

verizon 2

I find this new promise even less believable than “between 7:45 and 8:45”. Our technician will be working past midnight to finish this job? I express my skepticism and repeat my request for confirmation.

Yes, the dispatcher still says the technician will arrive between 7:45 and 8:45 pm, even though the website disagrees. I express an opinion or two to “customer service” and we say good-bye.

Comcast, I already miss you and you haven’t gone away!

One thought on “Cutting the Cord (the Saga Continues and Continues)

  1. SelfAwarePatterns

    Hmmm. Maybe you’ll get a knock on your door at 3am.

    I’ve been following your saga, and wondering what your customer service experience might be with other companies. (Although from what I hear, Comcast has a reputation for being unusually blighted.)

    Reply

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