Verizon explains the problem, but not how to fix it.

May 12, 2008

So the problems continue with Verizon and their “bundle” package. After my router and Internet basically went down, one of my digital cable boxes froze and I couldn’t turn it off or anything. So I manually unplugged it from the outlet and then plugged it back in. That worked…sorta…the TV came back on and I could switch channels, but when I wanted to look at the television guide that comes with the digital cable box, there wasn’t anything there. It kept reading “No Program Description“. What’s THAT about?

It’s funny though…I went to the Verizon FIOS kiosk at a nearby mall and they told me that it’s related to my router that no longer works. But what’s even funnier is that the explanation is bogus. I have another TV upstairs that uses the same digital cable box, but I have no problem accessing the guide. Verizon offers no help whatsoever…you’re basically paying them for crappy service.

So remember the earlier conversation I had with their tech support about all the other crap going on with my Internet service and how the plug wasn’t connecting correctly? Well 72 HOURS after I called (and I was told I’d be called back within 23 hours), they said the problem is between the outside equipment and the plug and that if I needed any assistance, I should give them a call. Wait, are you serious? First of all, I know the problem isn’t with my computer. Secondly, if you know there’s a problem, are you going to do anything about it? Did you want me to fix it myself? Am I forced to do all YOUR work for you now?

Who seriously leaves a message telling you what the problem is but not what solution there is? I mean, if you forgot to tell them that you can schedule a tech guy to come out and fix it, then call back and let me know. Don’t just leave me in the dark and then try and pry more information out of you! I tell you…Customer service (and I use that term loosely when referring to Verizon) really sucks…and it’s not training that these people need to go through. It’s common sense. When talking to someone, use your brain and figure out some solutions. Don’t just read off a card and then that’s it? Go the extra mile!

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Posted in Internet, Technology