It all started 7 years ago when I started my third business, a computer retail and service store. I was happy with my other two businesses which uses Verizon Business for our phone services. So I decided to use them again for the computer store. I ordered a few phone lines, fax / credit card services line, security line, etc. The sales representative added everything a-la-carte and never told me about any package deals at all. At that time the cost of everything “seemed” reasonable so I went ahead and ordered it.
Fast forward 7 years later, I recently got a letter from Verizon Business stating that my contract was almost up and that I should contact a sales representative. I proceeded to call them up and talk to a helpful sales representative which took her time to see what I have and recommended to me that I go with a package deal which not only lowers my cost of everything by like 30% but also includes a free DSL connection. Sounds like a great deal right? Of course it is! So I agreed and had them schedule the rollover to the new plan after my current one expires.
That’s when the nightmare started. The sales representative said that nothing would change and that there wouldn’t be any service interruptions because it was just a billing issue. The only thing Verizon had to do was to just activate the DSL service on my fax / credit card services line. Sounded easy enough and should be just a switch or setting on Verizon’s end to make it all happen. Well…it wasn’t as smooth as that. First I received an email from Verizon Business stating that my DSL would be activated in a few days. A few days later I got another email stating that the DSL line is active and ready to go. So I plugged in the DSL modem and the first webpage I got was the Verizon DSL activation page. I followed all the directions but the activation never completed. I then called up tech support and they said that they would fix it and that my DSL would be up and running by the end of the business day. Well that didn’t happen and what’s worse is that now my fax / credit card services line is totally dead!! This is a retail store business and the credit card services line has to work! I called tech support up again and ran through their checklist of questions only for them to tell me that it’s a line problem and that they will send a phone service repair technician out. Now I’m thinking, how could it be a line problem when everything was working up until they tried to “fix it” the first time?!?! I tried to explain everything to them and that I was convinced that it should be something on their end that’s messed everything up. But they insisted it was a line issue and that they would send someone out. I explained to them that this is a business and that we needed that line to be active. At this point I didn’t care about that free DSL connection. I just wanted my fax / credit card service line to just work.
My store opened the next business day without a working credit card line. We explained to our customers that the machine was down and they understood and paid with cash or checks. A few were annoyed since they had to go back home to get their checkbooks or cash. The Verizon phone repair technician finally came in the afternoon. I prayed that it was a competent technician. I was lucky he was. I explained what has happened and he agreed that it shouldn’t be anything to do with the wiring in my store. But he went back to the building’s phone switch board to check on the wiring there to make sure it was correct. And guess what he found. He said our original fax / credit card service line was cut and that a new one line was just hanging there. So he explained that it was probably another technician that came out the first time to “fix” my problem by wiring a new line from the outside telephone phone but forgot to punch that new line into the switch board. My frustration was why didn’t that first technician come into the store to make sure everything was working or at least inform me that they were working on the line. I had no clue that they even came here and there weren’t any notes on Verizon’s end about that first technician coming here.
So at the end everything is working now. Now all I have to wait is to see if they messed up anything on the billing at the end of the month. Wish me luck.
An advice for Verizon Business: Tell your left hand what the right hand is doing! And keep your customer’s informed before cutting any wires!
Verizon…big enough to suck yet too big to fail. And that’s the same with the other 3 letter phone company.