I am a Verizon customer. I have 2 cell phones with Verizon wireless, and I also have local and long distance service with Verizon. I had Verizon DSL at my current address until I moved to Philadelphia a year ago. I also had Verizon DSL there. I moved back to my home in D.C. a couple months ago and tried to get Verizon DSL again. That's when the problems began.
I ordered DSL service on October 27. The service was scheduled to begin on November 4. On November 3, I received an e-mail that service activation was delayed until November 11. On November 10, I received an e-mail that service activation was delayed until November 21. On November 18, I received an e-mail that service activation was delayed until November 29. On November 28, I received an e-mail that service was delayed until December 6. On December 5, I received an e-mail that service was delayed until December 13, and today I received an e-mail that service would be delayed until December 20.
I phoned the call center on November 10. When the csr was unable to help me I asked to speak with a supervisor. The supervisor assured me that service would be activated on November 21. I phoned on November 14 and got transferred to a variety of departments when I asked to speak to a supervisor I was sent to "maintenance." They said that they only deal with businesses. Then I got sent back to the call center. They had me plug in my modem at all my different phone jacks then sent me to "billing." Billing said that everything is fine from their perspective and that I should just wait until the 29th.
On November 18, I submitted a complaint to the Better Business Bureau. On December 5, Kate Martin in customer relations phoned me in response to the BBB complaint. She said that she would investigate and get back to me. On December 7, Pam Sookins in customer relations called in response to the BBB complaint. She also said she would investigate. I suggested that she coordinate with Ms. Martin. She put me on hold and came back with the information that there was a lack of capacity (yet you continue to advertise in this area) and that I would not have DSL until sometime after January 1, 2006.
Is this really the case or is this just a ruse to buy Verizon a few more weeks until I start calling again? If it is the case why didn't someone tell me 2 months ago? They could have said something like, We've had a much greater than anticipated response to our DSL promotions and right now we don't have the capacity to fill all the orders. We probably will not be able to fill your order until after January 1. We'd like to ask you to be patient and bear with us, but if you can't we understand.
I'm a pretty patient guy, but this is a little absurd. I should cancel my order - Ms. Sookins even suggested it (twice!) - but that would be too easy. Instead I am pursuing other avenues. I have informed both the Washington Post and the Federal Trade Commission about my situation, and I will happily tell anyone else who will listen.
Washington, District of Columbia