So here is just a brief overview of my experience with Verizon. I signed up for self-installation. After waiting for two weeks for my line to be activated I found out that I to have a technician come to my house. I scheduled an appointment from 5-7 on a Tuesday night. Then the day before my appointment I get a call from Verizon informing me that they could not guarantee that the technician would come within the two hour window because they can only commit to arriving within a 6 hour window.

I cancelled the appointment and tried to reschedule for a weekend but of course their technicians don’t work on Saturdays or Sundays – which ultimately means I would need to take off time from work to install the DSL (not a very customer-focused approach).

At this point K realized that if it is so hard for them to set up a new customer then I had no faith in the quality of their service to existing customers. But my woes were not over yet. It took me another three weeks and 4 hours on the phone to be able to cancel the service and get Verizon out of my life. Thank god it is worth it.

I’ve never waited on hold > 5 minutes, and their techs are polite, knowledgeable, English-speaking and happy to explain the root cause of problems to my satisfaction.

I must admit I dreaded that first call, but it all came out right fairly quickly. Maybe I’m lucky, but I’m *impressed*. And relieved. And thankful.

(Pretty sad compliment that we now expect lousy service from our telecoms & airline providers, eh?)

Paul McN: Don’t know if it was there when you posted the link, but note the Verizon PR guy’s correction of the supposed facts of the incident. Not nearly as good a story but I do like that they weighed in.

Now, now – I would be careful not to complain or Verizon may just drop you – just like Sprint did to their customers! :)

I’m with you. Verizon is a bear. I am so happy that I am no longer with them.

mm

http://www.networkworld.com/community/node/18314