Monday, June 28, 2010

Verizon FiOS Business Phone Support Nightmare!

Five days ago, we called and requested a reverse DNS entry for a client of ours, and we were told 24 to 48 hours. Today, it's still not there.

I called Verizon Technical support, and was disconnected. 

I called back and ended up in the wrong queue, even though I requested the Fios internet queue, I got to talk to a "Land Line support tech". She transferred me to another queue where I sat for twenty five minutes, and was told by the recorded lady, "Your call could not be completed at this time, please try again later" and I was disconnected.

I called back, spoke with Lawrence. He transfered me to the "Reverse DNS team", where I spoke to Travis. Travis told me I was on the wrong place, and I needed to call Fios support at 1-888-553-1555, which is the number I was calling.

I dialed the number, provided the information. At this point I was frustrated, so I kept hitting 0, until the recorded lady relented. She finally said "Ok, I can get you to someone, first, is this for home or business?" I said business, and she put me into the queue. I was in that queue for no less than 8 seconds, and I heard some kind of notification in another language I couldn't readily identify. After that, she recorded lady said "Your call could not be completed at this time, please try again later" and I was disconnected.

I called again, and once again I jumped up and down in the 0, told her I meant business, and got the funny notification and the brush off.

I took a deep breath, and called back, this time providing all the information again. Of course, they're experiencing high call volume, probably because there was some dead call of mine on at least a half dozen of their queues. Finally someone answered, and asked for information. I asked what department I got, and she said Land Line Support. She put me back in the queue after I expressed my dissatisfaction. My call was shortly dropped.

I got online and tried online technical chat. Unfortunately, due to high traffic, the applet would not load. "Try again later" they said.

I logged into twitter and queried @VerizonSupport. While I waited, I turned back to the phone.

Called, entered information, pressed the number for fios internet support, and was answered by a man who's name I think was Shaveed. "In tech support" he said. Turns out, this was DSL technical support. He said he'd transfer me to the right place. I stopped him and said I've been at this for over an hour, and I've been in several different queues. He took down my number in case we got disconnected, and told me he'd not place me in a queue, but he'd "Warm transfer" me to the person who could take care of this. I sat on hold for ten minutes, he came back on and said he was sorry for the wait, there was a lot of traffic, should only be another few mintues and put me back on hold. A few minutes later, the musak turned into a busy signal.

I called back, entered the information, and the recorded lady said she couldn't find my records, but agreed to transfer me to an agent. She played a couple seconds of music and came back to say "Your call cannot be completed at this time, please try again later". and she hung up again.

I called again, entered the info, and went once again to Land Line Tech support. I told the woman that this was by far the most difficult time I've ever had getting any level of support from any vendor I have every had to deal with. She said "Ok." and transferred me to who she promised was the right place.

While I waited, I saw that I had a tweet waiting for me from @VerizonSupport, suggesting that I email I began writing the email, expecting that I would be disconnected or some such from this phone call.

A man answered, and I asked what department I was in. "Fiber solutions center" he said. I told him what I needed, he understood and said no problem. I then explained the calamedy that lead up to this call, and he took down my information, gave me a case number, and told me how to navigate through the phone queues to get to where I needed to go, should I ever need to do this again.

Edward in the Providence RI Fiber Solutions Center, you are the first competent person with whom I spoke at verizon in the last three hours, and that includes the recorded lady. Hats off to you.

If you need to have a reverse dns entry set up, and your ISP is Verizon Fios, Call 1-888-553-1555 tell the recorded lady "Agent" a few times, and you SHOULD go straight to the "Fiber Solutions Center". If you don't, just ask for that department. God willing, you will get Edward in the Providence, Rhode Island branch.