I simply cound NOT have made this up.
My phone stopped working yesterday, so I tried to report the problem to Verizon using their web site. However, the part of the site I needed to use didn't work. Two links were inoperative, one of them giving an "Error 404" response, the other one simply not there.
Therefore, I contacted their "customer support", also by way of that web site. Oohhhhh boy!!
Sometimes, I have to wonder what drives me to bother, but this exchange of e-mails should at least be good for a chuckle or two.
From: customersupport [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 10:54 AM
Subject: Re: Verizon.com Consumer email response (KMM2672652V85636L0KM)
Dear J. Dunn,
Thank you for contacting the Verizon eCenter. My name is Monette, I have received your email dated 9/27/10. You indicated that you were having trouble registering your account online.
I can understand the importance of accessing the account online however the issue you are having we are unable to troubleshoot for you via email.
We do however offer an online chat service which will allow you to interact with us on a realtime basis to obtain the assistance required.
To access Verizon's online chat, please follow these steps:
1. Access our website at :
http://www.verizon.com.
2. Select the 'Support' link
3. Choose the 'Contact Us' link at the bottom of the page.
4. Select 'Send us an email', under the Residential heading.
5. Fill out the form to send us an email and if the
on-line chat is available, you will receive the
offer to chat.
The online chat service to which we have referred you will be able to assist you. If you have any additional questions, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Monette
Verizon eCenter
-----Original Message-----
From: John Dunn [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 11:05 AM
To: 'customersupport'
Subject: RE: Verizon.com Consumer email response (KMM2672652V85636L0KM)
Monette, I really don't have time to spare for that chat room.
I gave you (Verizon) the URL, the "Error 404" message I got back and that's all anyone should need in order to look into the issue.
John D.
-----Original Message-----
From: customersupport [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 11:13 AM
Subject: RE: Verizon.com Consumer email response (KMM2672802V86696L0KM)
Dear J. Dunn,
Thank you for your continued contact with us. You provided additional comments related to an error message you are receiving online.
The error message you received is not a known issue on Verizon.com that is impacting more than one customer. The chat service will allow us to provide you with the technical assistance to see why this message is prompted when you are accessing your account online.
If you are unable to utilize the chat service we do offer technical support via telephone by calling (800) 837-4966.
The department to which we have referred you will be able to assist you.
If you have any additional questions, please let us know. We look forward to serving you.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Monette
Verizon eCenter
I put a Word file attachment on the following message to show what had come up on screen.
-----Original Message-----
From: John Dunn [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 12:55 PM
To: 'customersupport'
Subject: RE: Verizon.com Consumer email response (KMM2672802V86696L0KM)
Monette, please pass the attached file to the technicians. I will call that phone number below, but it certainly shouldn’t have been necessary.
John D.
-----Original Message-----
From: customersupport [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 1:12 PM
Subject: RE: Verizon.com Consumer email response (KMM2673748V93902L0KM)
Dear J. Dunn,
On your recent email to us you indicated that you have attached a file related to the Verizon.com issue you are having.
We would like to thank you for sending the attachment however for security purposes all attached files are disabled once sent therefore we are unable to view the attachment.
We do apologize.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Monette
Verizon eCenter
I managed to reach "Clinton", a Verizon technician, on the phone and using screen sharing, I allowed him to see for himself the problem I had encountered. Trouble was, he had no way to receive the Word file nor to record the screen presentation that he was viewing.
-----Original Message-----
From: John Dunn [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 1:51 PM
To: 'customersupport'
Subject: RE: Verizon.com Consumer email response (KMM2673748V93902L0KM)
Monette, I just spent about forty minutes with Clinton regarding the website problem and allowed him to view that Word file by way of screen sharing.
He is going to be asking you for that file because it is of diagnostic importance to him. If you've erased it, that is not good.
When he contacts you, you can e-mail me so I can re-send it to wherever I'm told. There is definitely something amiss with the Verizon website!
John
-----Original Message-----
From: customersupport [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 2:26 PM
Subject: RE: Verizon.com Consumer email response (KMM2674299V98294L0KM)
Dear J. Dunn,
Thank you for your continued contact with us. You had further comments related to an issue you are having online. It will be my pleasure to assist you.
This email service is for Verizon Customers only therefore if the representative goes to Verizon.com and sends an email it will go into a general pool.
I do not have a word file associated with your account therefore I am not certain as to how he would obtain that documentation.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Monette
Verizon eCenter
-----Original Message-----
From: John Dunn [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 2:35 PM
To: 'customersupport'
Subject: RE: Verizon.com Consumer email response (KMM2674299V98294L0KM)
Monette, I enclosed that file in a prior e-mail to you and you replied to me that for security reasons, it had been deleted.
Clinton needs that file; it is of diagnostic value to him. When he contacts you, please figure out how it can be sent again, to what e-mail address, so that it won't get deleted again and so that Clinton can have it as one of his tools for fixing the problem which he now knows is besetting the Verizon website.
Apropos of security, if a Word file (.doc) is problematic, I can send a .pdf file instead.
Thank you.
John D.
-----Original Message-----
From: customersupport [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 3:03 PM
Subject: RE: Verizon.com Consumer email response (KMM2674562V542L0KM)
Dear J. Dunn,
Thank you for your continued contact with us. You had further comments related to an issue you are having online. It will be my pleasure to assist you.
I do not have a word file associated with your account and I do not know a representative name Clinton, therefore I am not certain as to how he would obtain that documentation.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Monette
Verizon eCenter
-----Original Message-----
From: John Dunn [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 3:37 PM
To: 'customersupport'
Subject: RE: Verizon.com Consumer email response (KMM2674562V542L0KM)
Hi, Monette.
When I called the phone number you supplied, I ended up talking with him. I gave him your name and told him that you are in "Customer Support". I believe that he will find you, you won't need to find him.
When he gets in touch, you and he will be able to decide how to arrange for his receipt of that file.
John D.
-----Original Message-----
From: customersupport [mailto:[email protected]]
Sent: Tuesday, September 28, 2010 4:24 PM
To: [email protected]
Subject: RE: Verizon.com Consumer email response (KMM2675204V5410L0KM)
Dear J. Dunn,
I am in receipt of your recent email. You had additional questions about . It will be my pleasure to assist you.
This message concludes your recent contact with us. It was my pleasure to assist you. If Clinton contacts me I will be sure to pass on the information.
We may be of service to you in the future, please do not hesitate to contact us.
Thank you for using Verizon. We appreciate your business.
Sincerely,
Monette
Verizon eCenter
In other words, John D., shaddup already!
Still, it's nice to know that they appreciate my business.
I wonder where Monette is physically located. She may be half-a-world away from Clinton. In any event, she's mentally half-a-world away from everything.
Posted by: Jerry Brown | September 30, 2010 at 11:58 AM
Original problem was with the phone. Is it an old-fashioned land line or their Internet offering?
Posted by: Dick LaRosa | September 30, 2010 at 10:29 PM
It was the landline phone. A cable had gone bad just down the block. I finally had to call for service the old fashioned way. A truck came and that was that.
Posted by: John D. | October 01, 2010 at 04:13 AM