Ok so for those that don't know Encore is what the bundled package is called when you have local, long distance and DSL through Verizon. The bonus in terms of customer service is that when you call you actually get a completely different customer service group(they aren't even in the same physical location as the regular customer service folk), the Encore customer service folk stay on the phone with you the entire time. So if you have to be transfered to a specific dept, they do the transfer but they stay with you on the line to make sure everything goes ok through the entire phone conversation regardless of how many tranfers, etc.... truth be told they are also actually a bit nicer than the regular folk.
Anyway about 2 weeks ago we got flyers on our doors in my neighborhood(Germantown, MD), saying they were going to be working in this area(wooho Fios!), the next day after that they were... digging up, laying cable in the ground the works... so Thursday we come home... no phone service, just an electric hum... but the DSL is still working... uh... ok... call the repair line the automated service suggests checking the Network Interface box... ok, head out there... plug in... same thing. That means the problem is outside somewhere and not in the house. So I use the automated service to set up a Friday appt to come do the work. One of us has to be here all day because the person will be here between... 8 and 4:30. So the missus takes the day off.
Starting at 8:00am and throughout the day I make calls to Encore customer service to confirm that someone is coming... yes, yes, yes... 4:15pm... still no one here(I only worked half day), so I call... well no one is going to be able to make it out today... WTF?!??!?! Ok back and forth the long story supposedly is they are just too f'n busy... lots of frustration to be had, lots of apologizing on their part... they assure us that someone will be here on Sat between 8-12....
ok Sat I wake up and start the phone call dance again... yes he's coming, yes, yes... 10:00am call the repair line.... well I'm not sure when he's coming.... uh what? My call has been routed to NJ, she doesn't know... uh ok. Hang up call right back, get the Baltimore office... no one is coming out today... WTF!$#(@$#@(%$@(%$ Lots of swearing on my end... finally ask for supervisor. Supervisor apologizes puts me on hold to see if there is ANYWAY they can get a tech out my way... no dice, he assures me that today(Sunday) a tech will come out and ours will be the first ticket he is assigned... I tell him that's fine, come fix the phone, but we'll be dumping all of these services not too long after that.
Sunday, guy shows up at 9:15, he's done by 9:25... WTF #$%)I%#)^%)$^%$ turns out some tard closed the main box in this neighbood... and closed it RIGHT ON MY DAMN PHONE LINE so of course it cut in to the plastic and exposed, grounded the actual line to the damn box....
All this bullshit for less than 5 f'n minutes of work.
I've already put in a call to Comcast to find out what non-cable customer specials they have... $39.99 for 6 mos is the current deal. It'll good up to the ridiculous 57.95 after that, but we'll deal with that then... it may balance out since I'm dropping Verizon's unlimited long distance service and their damn DSL(which, because of where we are we can't even get the friggin paltry 3mbps speed upgrade).
FU Verizon, you've bent me over for the last time.
Anyway about 2 weeks ago we got flyers on our doors in my neighborhood(Germantown, MD), saying they were going to be working in this area(wooho Fios!), the next day after that they were... digging up, laying cable in the ground the works... so Thursday we come home... no phone service, just an electric hum... but the DSL is still working... uh... ok... call the repair line the automated service suggests checking the Network Interface box... ok, head out there... plug in... same thing. That means the problem is outside somewhere and not in the house. So I use the automated service to set up a Friday appt to come do the work. One of us has to be here all day because the person will be here between... 8 and 4:30. So the missus takes the day off.
Starting at 8:00am and throughout the day I make calls to Encore customer service to confirm that someone is coming... yes, yes, yes... 4:15pm... still no one here(I only worked half day), so I call... well no one is going to be able to make it out today... WTF?!??!?! Ok back and forth the long story supposedly is they are just too f'n busy... lots of frustration to be had, lots of apologizing on their part... they assure us that someone will be here on Sat between 8-12....
ok Sat I wake up and start the phone call dance again... yes he's coming, yes, yes... 10:00am call the repair line.... well I'm not sure when he's coming.... uh what? My call has been routed to NJ, she doesn't know... uh ok. Hang up call right back, get the Baltimore office... no one is coming out today... WTF!$#(@$#@(%$@(%$ Lots of swearing on my end... finally ask for supervisor. Supervisor apologizes puts me on hold to see if there is ANYWAY they can get a tech out my way... no dice, he assures me that today(Sunday) a tech will come out and ours will be the first ticket he is assigned... I tell him that's fine, come fix the phone, but we'll be dumping all of these services not too long after that.
Sunday, guy shows up at 9:15, he's done by 9:25... WTF #$%)I%#)^%)$^%$ turns out some tard closed the main box in this neighbood... and closed it RIGHT ON MY DAMN PHONE LINE so of course it cut in to the plastic and exposed, grounded the actual line to the damn box....
All this bullshit for less than 5 f'n minutes of work.
I've already put in a call to Comcast to find out what non-cable customer specials they have... $39.99 for 6 mos is the current deal. It'll good up to the ridiculous 57.95 after that, but we'll deal with that then... it may balance out since I'm dropping Verizon's unlimited long distance service and their damn DSL(which, because of where we are we can't even get the friggin paltry 3mbps speed upgrade).
FU Verizon, you've bent me over for the last time.