Lost DSL sync on Monday. Reset, regained sync for a few minutes,
then it dropped again. Had the same problem two months ago.
It was fixed rapidly last time. This time, I called India. It took, no
kidding, I timed it, 45 minutes to run through the call center script.
All of which was useless, as I all ready knew my my local setup was
perfect. It had to be the card in the DSLAM, my device sees DSL
signal but no sync. So press the damn reset, right?
No go. "I am able to escalate this, I am doing it now."
OK good. An hour is now down the tubes. Two hours later a rep,
American, calls me. "We will send a technician to your location to
troubleshoot this, our earliest appointment will be next Tuesday, and
someone will have to be home all day."
That's right, a week from now.
Now this is unacceptable. I didn't pull rank, escalate or even
whip out the big guns. I didn't advise them at any point who they were
dealing with or even mention that I worked for Verizon or what I did.
I was far more interested in finding out what kind of treatment the average
Joe gets from our customer service people. Which is not their
fault, they do what they are instructed to do.
I got NO sense that my problem was important or of any kind of
significant issue to either of these representatives. If those people
worked for me, and I found out about it, there would be all kinds of
Hell to pay.
For the record, I will be pursuing this. Not to get special treatment,
which I don't expect, but hopefully to raise awareness of how badly
I was treated, which I frankly didn't expect.
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