Cheshyre (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
whiski_sour) wrote2010-07-16 03:20 pm
whiski_sour) wrote2010-07-16 03:20 pm
Will this nightmare ever end? Outlook hazy, try again later...
Okay, here's the blow by blow of what's going on with my lack of service.
We called Verizon/Frontier on July 3rd to order high speed wireless Internet. They told us that we'd have the equipment there by Thursday. We called Friday the 9th because we still hadn't received it. At first they couldn't even find our order and told us that we couldn't even get high speed in our location. Deciding it was a computer glitch because Frontier bought out Verizon and was switching it over, they said they'd call back in half an hour. They didn't, we did. This time they found the order and said that we should have our equipment on Monday.
Monday the 12th our equipment arrived and we set it up. It didn't work. So Carrie called tech support (this is after I called twice, the first time getting no one and the second time getting some serious misinformation). After TWO HOURS on the phone, a tech that seemed to know what he was talking about told us the problem was we had a Frontier modem and a Verion phone number. A tech would have to come out and fix the problem. He told us that within 24 hours, no more than 48 hours, someone would call and set up an appointment.
By Wednesday, nobody called, so Carrie did. They told us that a tech had come out and nobody was home and there were no cars in the driveway. Except at least two people were home all day and there were at least two cars in the driveway all day. Tuesday and Wednesday. I told Carrie that if they sent a tech, he was Claude Raines (and she didn't get the joke and it made me have a sad face). So, they told us the tech would be out by 1 on Thursday.
Yesterday, 1 came and went, and still no tech. Carrie called back. They told her the tech was running late and he'd be there between 3 and 5. At ten after five, Carrie called them back. After being put on hold for an hour, taking names, asking to speak with a supervisor, invoking the Better Business Bureau (and not lightly, either), the supervisor promised that a tech would be out today and the problem would be fixed before five tonight and we were a priority (apparently, we were his last call of the day yesterday and he just didn't get around to us before his shift ended).
Someone called at 9:30 this morning to ask if we still wanted a tech to come out and if today would be a good day. I said yes. He said he'd talk to dispatch and call back. He did. And told me that the tech might not get to our house today, but he'd definitely be there tomorrow. I said okay, but that we'd probably be calling them back.
Carrie called them back and got her rant on.
Basically, she kept calling them unprofessional and incompetent and told them that if it wasn't fixed by five, then we'd be cancelling the service, calling the Better Business Bureau, and they could send somebody out to pick up the equipment. And she finally got to talk directly to dispatch (this mythological entity that the Customer Service reps kept talking about and talking to) and chew them out, too. Carefully, of course. No curse words or screaming. We want a good case if we have to get the Better Business Bureau involved.
So that's where we stand. We've been dicking with this company for two weeks. We've been given the run around, lied to, and given false promises. At this point, I don't believe they have any intention of sending anyone out to our house today or tomorrow and I bet that tomorrow we'll be calling yet another company just to get Internet.
Anyone else with Verizon/Frontier have this kind of poor customer service and tech trouble? Or is just because we live in a podunk town and therefore, aren't very highly regarded as customers? Because at this point it seems pretty clear that they don't want our business. I think we've been more than fair with them. I understand that Verizon switched over to Frontier on the first, but the transition obviously hasn't been a smooth one, and we have allowed for some glitches. But this is just ridiculous.
I do believe we're closing in on about a month without Internet now. This is not how I wanted to spend my Summer.
In other news, McGee got into a fight Wednesdy night and got rolled pretty good. She's got a sore spot on her side and broke off a tooth, which Dad had to pull. Dentistry is McGee's least favorite thing and believe me when I say we've done a lot of it on her.
She's feeling better today, though, but she's still milking it for all the treats she can get.
As well she should.
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We have Verizon phone and internet service, and it's horrible. Getting people on the phone takes an eternity, it's overpriced and they seem to be sharing a brain at our local headquarters.
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