Dealing with Verizon could cause a girl to go on an eating
binge. Fortunately, my healthy obsession
(at least I hope it’s healthy) prevents me.
The Problem
For the past few months, my
answering machine (in the phone) picks up immediately when someone calls,
despite my having set the phone to pick up after two rings. I assume I need a new phone.
I spend time researching the best phones. I have lots of
criteria. I find one I like and put it on my Amazon wish list. Other things have had priority, so I haven’t
yet gotten around to buying one.
Yesterday, out of the blue, I try to resolve the problem of
my phone picking up seconds after the first ring. I call Uniden. Surprise. Surprise. They tell me it’s a Verizon problem.
Thursday,
around 10am
I call Verizon. I’m on
hold for 18 minutes. Finally, I get
Dan. He’s very helpful and tells me,
after some research involving my hanging up and his testing the line, “It
appears the wires in your area are wet.
That would cause both static (which I also have) and the immediate pick-up of
calls.” This is great news. I won’t need to buy a new phone. I wish I hadn’t waited months to call. After additional research Dan says, “We can
send a technician out to your area tomorrow.
You don’t need to be home because the technician will be fixing the
wires outside your home.” Even better.
Thursday, 2:08
pm
I receive a voicemail from Verizon asking if I’d rather schedule
my appointment between 8 and 12 or 1 and 5.
Huh? I call and relay my conversation with Dan. This time I’m told, “Dan was incorrect. On further investigation it appears that the
wires outside your home are not wet. They
are fine. We’ll need to check the wires within your home.” Frustrated, I schedule an appointment between
8 and 12.
Thursday, 7:07pm
I receive an email. “This
is a friendly reminder regarding your scheduled repair appointment on Friday
May 11, 2012. The technician will be
arriving before 7pm.” What? No need to be home morphed into need to be home between 8 and 12 and is now stay home all day until 7pm.
I call Verizon. I get an unctuous
and argumentative Jeff from Albany.
Finally, after listening to his ridiculous defense of the three
conflicting Verizon messages, Jeff tells me that I am the second person
scheduled so someone will definitely be at my
house by noon tomorrow.
Friday
It’s a perfect weather day.
Sunny and 70. I’m inside waiting
for Verizon to show up. By 12:30, no one
has arrived. I call and ask to speak to
a supervisor. I’m on hold for an
agonizing 17 minutes, listening to awful music, without anyone coming on to say
they are sorry but someone will be with me shortly. Finally I get Lori from Brooklyn. “Yes, ma’am.
Are you calling about today’s repair?
Someone is schedule to be there this afternoon, by 7.” I feel like I’m in a Twilight Zone
episode. This is my fifth contact with
Verizon, and every single time I get a brand new time frame! I explain the problem and Lori says she’ll
call me right back. She does, 90 minutes later. She tells me I’m that last
one on today's route. That means they might not get to me at all. I almost
start crying. Lori is empathetic---either
that, or she just doesn’t want to hear a grown woman cry. She
puts me on hold, calls the dispatcher and probably says something like,
“Listen. I think this person is a nutcase. If you don’t get to her house soon, she could
have a nervous breakdown. Can’t you PLEASE
move her up on your list?” Because when
Lori comes back on the line she says, “The technician will be there soon.” I hang up and within five minutes, the
doorman calls up, “Verizon’s here.”
So this very nice, and competent man arrives. He checks my wires. He checks the building’s wires. He tests my phone. His conclusion: it’s the phone!
I'm right back where I started. But at least now I know not to get FIOS.