Tuesday, October 14, 2008

Not One, But Two Phone Company Fiascos. Argh! Verizon and Frontier Are on My S-List.

Not one, but two phone companies have pissed me off this week. I like to be shiny and happy in my blog- usually. Today, while I sit on hold, AGAIN, I will vent. Mind you, not from my home computer because I STILL have no Internet at home.

Verizon Wireless Sucks The Big One:
I Don't Care How Many People Are Outside my Door With Gadgets

INCIDENT #1
We'll start with wireless. I recently had to change responsibility of my phone from the company into my name. Easy enough. Boom. Done. Okay, okay. I did have to wait for a while because the girl who serviced me at the counter at the Verizon Wireless location at the Wyoming Valley Mall in Wilkes-Barre had not done this before. Two weeks later, I am smack-dab in the middle of a company event where I needed to reach people. One second the phone is fine. The next, I get a message, "The phone you are calling from cannot be authenticated." WHAT?

Since I do not have landline at home yet, I dialed 611, which is really a great service to have- that you can reach customer service right away. I give them credit for that. I found out that the person who switched my account over left an employer or employee ID on my account-- the company phones were to be deactiviated on the 10th. Since my accounted APPEARED to be a company phone- even after I got my welcome letter about MY new plan. So, just like that, with the flip of a switch, my phone was shut off. They apologized and immediately turned me back on. So it was really less than 12 hours without phone- but since I have no landline and no Internet it was an eternity.

So over a stupid field, I missed out on meeting up with some clients because I had no phone to call or be called on.

INCIDENT #2
So I lost my charger. Left it somewhere and it was half-broken anyway. I went to the same Verizon store that messed up my account to purchase a home charger. I told the guy, "Home charger." He had to knock on the door to the office, swipe a card to gain access and go back to the stock room to get one. He peeked back out and said, "Home or car?" to which I replied, "Home." Speaking of home, I got home, opened my bag and saw that I got a CAR charger. Partially it's my fault- I didn't check the bag.

I went to the mall the next day with the intent to exchange the charger. The girl went in that same super-secure back room. She came back out and said, "Sorry. We don't have any of those." She told me to go to the Verizon store by Wal-Mart or wait until they were back in stock. I hate driving by Wal-Mart in Wilkes-Barre so I just walked away. I need to go somewhere soon though because I am borrowing a charger. Maybe I will just use the car one for now... but still... why can't they get ANYTHING right at this Verizon store in Wilkes-Barre.

THE LANDLINE AND INTERNET: Frontier Sucks, Too
Not the people. I talked to a really cool guy from Minnesota, a state where people think I am from for the way I pronounce certain words. But anyway, I called three weeks ago to transfer service. A year or so ago, Frontier Communications bought out our local phone company, Commonwealth (CTSI). After I explained my whole situation three weeks ago, the rep informed me that they do not handle service in 18074, which is less than five miles from 18708 where I was moving from. I was told to call a different office. But it gets better- I had to go through the whole queue again. I am busy and have limited time to do these menial tasks. I could not wait on hold any longer so I hung up. Since then, I was in San Fran, busy moving and busy with a work event.

Today was the day. I called again today, when I was connected with the nice Midwestern boy. I told him that I wanted to be transferred to the right person and told him what happened last time. He said, "Why would they send you to someone else. I can help with Frontier everywhere." I trusted the boy from the Viking state and carried on.

"Oh. I see what the other guy meant. I can't help you."
"See! I told you!" I couldn't get mad though. He was so nice. He explained the whole Frontier-buying-CTSI-but-TSI-gets-to-keep-some-local-jurisdiction. He put me on hold to come back with this, "Oh, Miss Donna. It gets better. The local Frontier you have to call closes at 6:00pm."

See- I knew that. But the main Frontier site says until 7:00 p.m. They really need to implement a map and you click on it to see which service center you need to call. I work in e-commerce- something like that can be done.

I hung up, but then I realized that I am still paying for service three weeks later at an abandoned apartment. I called back to cancel that service. Turns out, I still have the final bill. I have to pay that first before I cancel. So, I had to pay that via their phone service and then I have to call back to the OTHER number to get new service at the new place.

Mind you- when I signed up for service last time, I signed up online to avoid this PHONE CRAP. I was NEVER contacted even though I got an order confirmation e-mail. When I called, the lady laughed and said, "Oh yeah- you should never place an Internet order with us. That happens all the time with things getting lost."

I'm at a loss. I'm about to get two tin cans and a piece of string. Frontier needs 24/7 service to acommodate busy professionals who don't have 30-60 minutes in their day to deal with this.

So guess what. I am going for a beer. Thanks Verizon.. Thanks Frontier. Thanks for contributing to my drinking habit. Ugh!

--sorry for any typos- I am writing this irate and don't want to edit at the moment. (Again, the beer is calling!)



Not one, but two errors on Verizon's part.

5 comments:

Old Bogus said...

Could you go through his again WITHOUT the sugar coating? :)

If you think they are bad, try dealing with AllTel. I have never met an employee there who knows which end is up but they think they know everything. If it weren't for all those stupid customers and their problems . . .

utopia1dc said...

A bit rough Donna, don't you think? Welcome to adulthood! How busy can you be...you are single with no responsibilities except your job? Some advise...don't get married and have kids...then you will be busy!

Donna T said...

Well Dan... I have a pretty demanding job that I am basically married to. Plus my MA program, so I am pretty busy. It'd be fine if they had hours after 6 p.m. = )

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Anonymous said...

I think Utopia1dc may have been joking. Perhaps the frustration you are feeling caused you to take the comments to heart. At any rate - I think the bottom line is - welcome to adulthood! Lots of people work and go to school, and some while raising families, too. It's dealing with things like you experienced (just like banks not being open late, etc.) that make it so hard to get things done when you are "working stiff". It's easy to think other people are being unreasonable, until you experience it for yourself!