I again break my holiday blogging break because I can't wait till the New Year to share this story with you.Verizon sent an email offering a special rate on a new two-year contract for the FIOS internet, telephone and television service to which I subscribe, and I wanted to know how it compared with my existing rate. Here's the actual chat transcript after I clicked on the icon above. I couldn't make this up:
A Verizon Service Representative will be with you shortly. Thank you.
Agent Stephen has joined.
Stephen : Chat ID for this session is 12281146501.
Stephen: Hello. Thank you for choosing Verizon and visiting our Verizon chat service. How can I help you place your order?
You(21:01:30): I am looking at the $104.99 2-year contract. What am I paying now?
Stephen(21:02:30): let me send you a link to check your bill.
Stephen(21:02:50): Please click on the above link to check your bill after logging into your online account.
You(21:03:47): I don't recall my user name or password, and when I clicked on the link to retrieve them, nothing happened.
Stephen(21:04:22): Do you have a paper bill whch you can look?
You(21:05:35): No, I don't. The site responded, and I asked for both. The next screen is blank, so far. Stay tuned!
Stephen(21:06:35): Let me provide you with the number to call and get this infromation, as online being into the sales department, we don't have the internal access to look into your account.
Stephen(21:06:50): Please contact our Consumer Solutions Center directly at: (800) VERIZON or (800) 837-4966, 24 hours a day, 7 days a week.
You(21:07:27): I called the number before i tried this live chat, and it said no one is on duty at this hour -- even though it claims to be available 24x7.
Stephen(21:08:37): I understand. In that case, I recommend that you try back later or come back online during the business hours. So that the online account specialists are available during that time.
You(21:09:47): So 24x7 doesn't actually mean 24x7?
Stephen(21:10:27): It should be 24 X 7, because most of our customers do get it available 24 X 7.
Stephen(21:11:22): Do you have any other questions for me today?
You(21:11:35): I guess I am special! As I went through the menu on the phone, it asked whether i wanted to talk about FIOS internet, Phone, or TV. I have all 3. I picked internet and then got that message. Would I do better picking some other choice?
Stephen(21:12:05): Let me send you a link to contact Verizon via email about it, and get it resolved within 24 hours.
Stephen(21:12:31): Please click on the above link to contact Verizon via email.
You(21:12:50): About what, my initial question about the 2-year contract, or how to talk to a representative?
You(21:13:38): Meanwhile, the online request for my user id and password stopped functioning.
Stephen(21:14:04): I am sorry, but per your first statement, you just asked question about your existing bill. Could you please be more specific on your initial question that you are trying to ask?
You(21:14:51): I am trying to compare the offer you have on your website, for a two-year contract, with what I am currently paying.
Stephen(21:15:21): Which Verizon services do you currently have?
You(21:15:35): FIOS internet, phone, and TV.
Stephen(21:16:15): You can go for our Verizon FiOS Triple play with FiOS Prime HD 15/5Mbps Internet FiOS Digital Voice Unlimited calling for $104.99 a month with two years price guarantee.
Stephen(21:16:30): If you are out of the contract or under the last 60 days of the contract, then you'll get $300 Visa reward card.
You(21:17:21): I understand that offer. What I do not know is what I am currently paying, so I can compare the offer with my current rates. I don't even know if i have a current contract.
Stephen(21:17:51): Like I said, you need to login into your online account to see your bill, or check your paper bill.
Stephen(21:17:56): Can I assist you with anything else from my end?
You(21:19:09): And, I keep telling you that your website which is supposed to help me get online by restoring my user id and password is not working. And your 24x7 phone line is also not working, telling me to call back during business hours.
You(21:19:50): Is this some kind of cruel joke? I am interested in the product you are offering, and you are making it impossible for me to evaluate it.
The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience. (21:20:41)
Agent Valentina has joined. (21:20:41)
Your session is now closed.
Thank you, have a nice day.
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A Verizon Service Representative will be with you shortly. Thank you.
Agent Jacob has joined. (21:23:03)
Jacob : Chat ID for this session is 12281147492. (21:23:03)
Jacob(21:23:03): Hello. Thank you for choosing Verizon and visiting our Verizon chat service. How can I help you place your order?
You(21:23:23): I was just chatting with Stephen when I got this message:
You(21:23:38): The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience. (21:20:41)
Agent Valentina has joined. (21:20:41)
Your session is now closed.
Thank you, have a nice day.
Jacob(21:24:38): I sincerely apologize for all the inconvenience caused to you. How may I assist you today?
You(21:26:12): I am interested in the $104.99 two-year contract. I would like to compare it, though, to my current FIOS charge for TV, internet, and telephone service. I do not recall my user name and password, and your website does not function to restore those to me. I tried calling the 24x7 800 number for customer service, but it was not available.
Jacob(21:26:32): Let me assist you here.
You(21:26:40): My simple question is whether you can tell me what I am currently paying, so i can compare your offer with my current charges.
Jacob(21:26:45): Could you please let me know, if you have UserID and Password for Verizon service account?
You(21:27:14): Did you see my note above? "I do not recall my user name and password, and your website does not function to restore those to me"
Jacob(21:28:09): I do apologize for that. Let me assist you with the link to check the plans and price for the service.
You(21:29:10): That site says: "Enter your Verizon home phone number if only adding a bundle or new Internet or TV service. You will not be able to see or modify existing services."
Jacob(21:30:10): Yes, you would need to register online for the UserID and Password.
Jacob(21:30:21): Could you please let me know, if you do not have Home phone service?
You(21:30:32): I have home phone service.
Jacob(21:31:02): Great! Please enter the Home Phone number and you would be able to view the service.
You(21:32:26): I have done that, but no, I cannot view the service. It asks me to select a plan I might be interested in. It does not show me my existing plan or charges.
Jacob(21:33:01): Yes, you would be able to select the Triple bundle at $104.99/month, you would need to select Prime HD TV plan, Internet plan with speeds up to 15/5 Mbps and Unlimited calling plan.
Jacob(21:33:11): About the Existing service, you would need UserID and Password.
You(21:33:55): I am trying to compare that offer to what I am currently paying. As I explained to you already, I do not know my user id or password.
Jacob(21:35:15): Yes, I do understand your concern and as you do not have UserID and Password, it would not be possible to check the existing service.
Jacob(21:35:30): You would be able to view the new plans and price listed on the Build Bundle page, that you can opt for.
You(21:36:20): Is this some kind of cruel joke? I am interested in the product you are offering, and you are making it impossible for me to evaluate it.
Jacob(21:37:50): Let me assist you with the link to retieve your UserID and Password.
You(21:38:21): I have already explained to you that that link does not work.
You(21:39:27): Perhaps, instead, you could send me the link to RCN or Comcast . . .
Jacob(21:40:32): I sincerely apologize here for the inconvenience caused to you.
Jacob(21:40:53): I would recommend you to try the link and let me know, if you are able to retrieve your userID and Password.
You(21:41:57): Jacob, I already tried that. I am sure none of this is your fault, but this has been an extremely frustrating interchange. Perhaps we should just call it a night.
Jacob(21:43:12): Please try to proceed with this link and check, if you can retrieve your userID and Password.
You(21:45:25): The link doesn't even load now. Last time, it loaded and did not work to deliver the Id and password. I think you should move on to help the next customer.
Jacob(21:46:50): In this case, I would recommend you to call our Local Verizon Office and get the UserID and Password for Verizon service account.
You(21:47:16): What is the number for the local office?
Jacob(21:47:51): You may please call The Local Verizon Office at 1-800-837-4966 between 8:00 AM and 6:00 PM EST from Monday to Friday. I assure you the best assistance.
You(21:49:24): Oh yes, that is the number that promises service 24x7...
You(21:49:34): Good night.
