Verizon assured Erich that he could transfer his dry loop DSL service to his new apartment, but now that he’s moved, they’re telling him he can only receive traditional DSL service with a dial tone. Since Verizon is failing to live up to their contractual obligations, Erich asked to cancel without an early termination fee. Verizon refused to waive the fee, claiming that Erich was at fault for moving.
Erich cc’d us on the executive email carpet bomb he hurled at Verizon’s top brass:
I’ve been a verizon dryloop DSL customer since 07/07, and I have to thank verizon for the fast reliable service that I thoroughly enjoyed. As a matter of fact, when several friends of mine moved to the region and asked me about which internet provider to choose, I never hesitated to recommend Verizon and the dryloop product, since many people only use their cellphone for calling nowadays, and dryloop DSL provides extremely competitive pricing and performance compared to cable alternatives.
However, since the lease of my current residence was up, I’ve been trying to get my DSL service relocated with me to my new apartment. Prior to moving, I phoned verizon customer service with the potential new address that I may move to and I was assured the dryloop service is available at the new location.
After I moved, I contacted the customer service again, and I must say the experience I had with the customer service on the phone was below my expectation. My call was transferred numerous times, and sometimes it would hang up during the transfer. It was very apparent when I would be speaking across the ocean and not. And often the calls were transferred from an abroad call center, to a domestic one but still in audible due to the method of throughput connection. One would not expect this type of service from any company, notwithstanding a telecommunications specialist!
I believe I have called at least 5 times in a single day, 3 days so far. One customer service agent located in WV told me the dryloop service is available but she can not figure out how to port the service over and told me my only option would be switching to a traditional DSL service with dial tone, or I can cancel without termination fee.
As this amounts to nondelivery of contracted service, I see no choice but to cancel my service. I opted to do so and was transferred to the cancellation department (where the phone disconnected again during transfer), so I dialed the customer service, and after talking to several agents again, I finally got transferred to the cancellation department.
I talked to several agents over at the cancellation department, including the supervisor, and every single one of them refused to honor the waving the cancellation fee. As a matter of fact, the supervisor even blamed me for moving, even though I had already checked dryloop availability prior to my moving and was told the service can be transferred without any charges.
I am hoping someone in verizon with higher authority may be able to assist me on getting this issue taken care of. It is unfortunate that the bottom line of customer service means we must check our humanity at the door so to speak, and deal with corporate rules which make no sense. I could be returning to Verizon in the near future when it is available wherever I might move, but this is the type of maneuver that insures I would not.
If Seidenberg’s slaves don’t respond, ping Verizon’s executive DSL people directly. Cassandra Flippin, Verizon’s consumer advocate, can be reached at (212) 321-8458. If that doesn’t work, call (800) 483-7988 and press 3.