Tuesday, October 26, 2010

Incompetence





So yesterday I called Verizon.  I jumped through all the required hoops regarding my poor Internet connection.  The technician said he would send me a new modem.  


I got the modem today.  IT IS THE WRONG MODEM.  I needed a wireless modem (as I told him repeatedly yesterday).  So what do I get, the single modem.


I call Verizon again.  I jump through all the hoops of the telephone menu system that Verizon requires one to endure.  I'm hitting the pound (#) button over and over again.  Then I get a real person.  They promptly put me on hold.  I take out my journal and make my daily entry (I have the time).  


A technician comes on the phone.  I explain my problem.  He puts me on hold while he "checks my account".  I'm on hold a LONG TIME.  He finally gets back on the phone and says he's going to connect me to the billing department.  He tells me they will take care of replacing my modem.  Now I'm in the vortex of hell.


After holding I get someone obviously from India.  The heavy accent in which I can only understand every third word or so.  The women sounds like she's talking from the bottom of a well.  She asks my address.  She asks my name.  She asks for my telephone number.  Here I go jumping through the hoops again.  Finally we get to the problem at hand.  She tells me it will cost me $60.95 to replace the modem.


SAY WHAT?


I impatiently inform her that I have a service contract.  She asks for my address again. AGAIN!  I tell her "I already gave it to you!  Why do you want it again?"  She says something I cannot understand.  I tell her she has a heavy accent and I cannot understand most of what she is saying.  There is a silence.  Then she tells me she needs a mailing address. 


Then we get into the charge.  I ask her "Why am I being charged for a new modem?  I have a service agreement on this modem that I have ALREADY PURCHASED."  She puts me on hold.  She comes back.  She tells me there will be no change.  The new modem will be delivered within 3-5 business days.  




She asks for my e-mail address so she can send me a return label for the wrong modem that they sent to me.  I'm still waiting for that e-mail.  


Why is it that I have the feeling that I'm going to be charged for this modem?  Huh?  Huh?




So here is where I am now.   The old modem is now working, albeit I still have a very slow Internet connection.  I'm waiting for my replacement modem which may or may not work.  


I wasted another two hours on the phone this morning with Verizon.  My arm is hurting.  My appointment at the orthopedic unit is 35 minutes from now.  


I'm outta here.

2 comments:

  1. I feel your pain. It feels like nothing works anymore - maybe I'm just cranky :-D

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  2. Osprey,

    You said it exactly right, "It feels like nothing seems to work anymore." That is what has me in a foul mood these past few days. Two things I attempted to accomplish and the people/institutions that I assume know what they're doing.....don't. Let's see how my next goal in getting a satellite radio installed in my car goes next week.

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