The one logistical
thing that has not gone swimmingly with D's move to assisted living has been moving her landline
The extent to which Verizon has screwed this up has been epic. tn3270
referred to it as a Russian novel.
Penultimately, I had a conversation with billing that went approximately thus:
Billing: Hello, Verizon Billing, this is [NAME]. How can I help you today?
Me: You can waive this month's bill because Verizon has screwed up two move orders so far, and the 90 year old account holder hasn't had access to her phone line for five days and counting. It's still not on at her new place, but I understand there's an expedited technician order for today. But who knows? You're the seventh Verizon employee I've talked to so far, and I've been told a variety of wrong and contradictory things every step of the way. This has been the worst corporate fiasco I've been involved with in years.
Billing: ...yes, we will totally credit the account for the month.
I had originally thought that we might have trouble because Verizon had security and stuff, and I wasn't the account holder (D) and I wasn't the contact on the account (tn3270
). But no. I text chatted with Verizon in advance of putting in the order (CSR #1), and they told me what authentication tokens I needed to authorize the move order, I got them, and they worked fine when I put the order in.
No, everything went to hell apparently due to galloping incompetence on Verizon's (staff's) part(s).
Initially, I was told we didn't need a technician to come out for the line move, unless we wanted help plugging the phone into the wall; they could do it on their end. For the record, this is a good ol' fashioned POTS line, and moving within the same town. Fine. Once we'd nailed down the move date and booked movers – June 30th, to be precise – I got back in touch – btw, I was using the Verizon website realtime customer service chat, because I couldn't find a damn customer service phone number. It's 1800VERIZON, btw. So I fired up the chat thingy, and talked to a customer serv rep (CSR#2), who said they'd be happy to do the move order for me. Somewhere in the middle of the process, he apologized to me and said that the system was saying that a technician is
required for that address; that there were no available technicians on the move in date, but could do the day after (7/13) between 1pm and 5pm, and it wouldn't cost anything to have the technician. I said to make it so, so he put the move order in. I asked him to confirm the service and he quotes me a price that I later find out is almost twice D's usual bill. I ask him whether he needs the account contact there to meet the technician, and he doesn't know, so he transfers me to another cust serv rep (CSR#3), who says, no, any adult who can let the tech in is fine, and who confirms the order is all complete, and (he specifically said this) the previous CSR did everything necessary.
got a phone call from Verizon confirming the incipient move.
On Thursday, 7/13, 6pm no Verizon tech, and D's landline still has no dial tone at the new place, and is still working at her old place.
I am working until 9pm, so when I get home around 10pm, I get back on the text chat, and ask what happened. I'm informed they can find no move order on the account
. The cust serv rep (CSR#4) asks if I have an ID number for the move order, and I don't have one. But they're happy to submit a new move order. Grrrrr. I say, yes, do it. After a long pause, the cust serv rep apologizes and says they can't do the move. Because it's a landline. The text-chat customer serv reps can't do landline moves. For that you have to call in. 8:00 AM and 9:00 PM EST Monday through Friday or 9:00AM to 5:00PM on Saturday. Also, he tells me, I might need to present paperwork in person at a local Verizon office.
It's after 10pm on Thursday, so I have to wait until the phone is staffed again. Why they can have 24/7 text chat CSRs but not 24/7 phone CSRs, I don't know.
Other stuff comes up, that has priority Friday, so I don't get to call Verizon until Saturday, 7/15. The rep I speak to (CSR#5) tells me she sees no record of the move order for Thursday, but she can totally put in a move order for right now immediately. I say the guy I talked to on Thursday said I needed a technician and special documentation; she said she had no idea what he was on about, no technician was needed, and no, they didn't need any special documentation. She said it would be done by "5 today, though maybe really more like by midnight". I make her give me the order number for this move order.
Sunday, 7/16, still no dialtone at her new place, dialtone at the old place. Verizon is closed for phone calls.
Today, Monday, 7/17, I call Verizon and ask WTELF. The CSR (CSR#6) calls up the account and says, "Oh, I see you had a move order for last Thursday." "WAIT. WUT. You can see that order?
I was told you guys had no record of that order!" I make him read me the order number; so now I have the order numbers for both
move orders that failed to happen. He then apologizes on Verizon's behalf and tells me they over-booked technicians, and that is why no technician came out. "BUT, BUT, WAIT. NOBODY EVER CALLED OR EMAILED. I WAS TOLD THERE WAS NO ORDER. THE LAST PERSON TOLD ME WE DIDN'T NEED A TECHNICIAN AT ALL." The CSR apologized again, and said he'd put the order in, and expedite it, and a technician would be by today.
Then I explained that I wanted the bill credited, and he referred me to billing (CSR#7), who both credited the bill (tn3270
has already got the confirmation email) and confirmed her service level and price, contra CSR#2.
Miraculously, a Verizon technician actually showed up at the assisted living facility today. He did a bunch of stuff, including something in the network closet and sticking some sort of probe in her wall socket, and assured us everything in the building is all set.
She still doesn't have dialtone, though; the technician confidently told tn3270
that the problem was on the pole outside. They'll have a lineman deal with that tomorrow (Tuesday, 7/18).
Next up, contacting the Mass DTC to see about filing an official complaint.