Verizon FiOS Business Phone Support Nightmare!

Five days ago, we called and requested a reverse DNS entry for a client of ours, and we were told 24 to 48 hours. Today, it’s still not there.

I called Verizon Technical support, and was disconnected. 
I called back and ended up in the wrong queue, even though I requested the Fios internet queue, I got to talk to a “Land Line support tech”. She transferred me to another queue where I sat for twenty five minutes, and was told by the recorded lady, “Your call could not be completed at this time, please try again later” and I was disconnected.

I called back, spoke with Lawrence. He transfered me to the “Reverse DNS team”, where I spoke to Travis. Travis told me I was on the wrong place, and I needed to call Fios support at 1-888-553-1555, which is the number I was calling.

I dialed the number, provided the information. At this point I was frustrated, so I kept hitting 0, until the recorded lady relented. She finally said “Ok, I can get you to someone, first, is this for home or business?” I said business, and she put me into the queue. I was in that queue for no less than 8 seconds, and I heard some kind of notification in another language I couldn’t readily identify. After that, she recorded lady said “Your call could not be completed at this time, please try again later” and I was disconnected.

I called again, and once again I jumped up and down in the 0, told her I meant business, and got the funny notification and the brush off.

I took a deep breath, and called back, this time providing all the information again. Of course, they’re experiencing high call volume, probably because there was some dead call of mine on at least a half dozen of their queues. Finally someone answered, and asked for information. I asked what department I got, and she said Land Line Support. She put me back in the queue after I expressed my dissatisfaction. My call was shortly dropped.

I got online and tried online technical chat. Unfortunately, due to high traffic, the applet would not load. “Try again later” they said.

I logged into twitter and queried @VerizonSupport. While I waited, I turned back to the phone.

Called, entered information, pressed the number for fios internet support, and was answered by a man who’s name I think was Shaveed. “In tech support” he said. Turns out, this was DSL technical support. He said he’d transfer me to the right place. I stopped him and said I’ve been at this for over an hour, and I’ve been in several different queues. He took down my number in case we got disconnected, and told me he’d not place me in a queue, but he’d “Warm transfer” me to the person who could take care of this. I sat on hold for ten minutes, he came back on and said he was sorry for the wait, there was a lot of traffic, should only be another few mintues and put me back on hold. A few minutes later, the musak turned into a busy signal.

I called back, entered the information, and the recorded lady said she couldn’t find my records, but agreed to transfer me to an agent. She played a couple seconds of music and came back to say “Your call cannot be completed at this time, please try again later”. and she hung up again.

I called again, entered the info, and went once again to Land Line Tech support. I told the woman that this was by far the most difficult time I’ve ever had getting any level of support from any vendor I have every had to deal with. She said “Ok.” and transferred me to who she promised was the right place.

While I waited, I saw that I had a tweet waiting for me from @VerizonSupport, suggesting that I email Business-support@verizonbusiness.com. I began writing the email, expecting that I would be disconnected or some such from this phone call.

A man answered, and I asked what department I was in. “Fiber solutions center” he said. I told him what I needed, he understood and said no problem. I then explained the calamedy that lead up to this call, and he took down my information, gave me a case number, and told me how to navigate through the phone queues to get to where I needed to go, should I ever need to do this again.

Edward in the Providence RI Fiber Solutions Center, you are the first competent person with whom I spoke at verizon in the last three hours, and that includes the recorded lady. Hats off to you.

If you need to have a reverse dns entry set up, and your ISP is Verizon Fios, Call 1-888-553-1555 tell the recorded lady “Agent” a few times, and you SHOULD go straight to the “Fiber Solutions Center”. If you don’t, just ask for that department. God willing, you will get Edward in the Providence, Rhode Island branch.

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Underplayed songs by overplayed artists

It’s no secret that I’m a big music fan/snob. There are bands that I will summarily ignore when they come on the radio, and these days I find myself changing the station (I know, I need XM. I’m a little behind. So shoot me) even when it’s a band I like, just because the song is over played.

I find it a shame that people think “Oh yeah, I know Led Zeppelin, Stairway! Woo!” or “Queen, yeah, We will rock you!” While yes, these songs may be enjoyable, there is so much more to these bands than what people get out of these songs alone.

Here are some songs from such artists that don’t get the air-time that they should, in my opinion. Feel free to disagree with me.

1. Because I’d mentioned Led Zeppelin above, I thought I’d start with them.

When the Levee Breaks

Tangerine

2. Lynyrd Skynyrd, again because I mentioned it above, and I think they’re grossly misrepresented by Free Bird and Sweet Home Alabama.

The Ballad of Curtis Lowe. Excellent sing-a-long-ability.

I Need You. Great wailing guitar.

I know a little (OK, so this one gets a little play time, but really… I don’t do anything as well as these guys play the guitar in this tune.) If I were a fast dancing fellow, this is the stuff I’d be dancing to.

3. Jimi Hendrix. Everyone knows Purple Haze, Foxy Lady, and All Along the Watch Tower, but one of my favorites, though it may get some air time is a little less known.

Little Wing

4. Aerosmith. I am a big Aerosmith fan, but I get a little tired of the stuff that’s played constantly on the radio. I like to reach back a bit to some of their first hits.

Mia

Seasons of Wither

Walkin’ the Dog

Got any of your own favorite underplayed songs by over played artists??

Telephone Manners

A lot of my job is on the phone I am almost always calling someone to give support. When I call somebody, I believe in being courteous. When they answer, I always say hello, tell them who I am and ask how they are doing. There are a few different responses I get.

about 40% of the time, the person to whom I am speaking is receptive, and reciprocates. “Hi Matt, I’m well, and you?” This is a good sign. It means that they are generally in a good mood, or at least aren’t letting stress or what have you get to them enough to direct any irritation toward me. I usually answer exaggeratedly. “I am, ah… Stupendous!” I’ll say. I usually get a chuckle and a “Well good! What can I do for you”.

Another 40% of the time, it catches the answerer off guard, and they’re not sure what to say. It’s like they believe that if they answer in a friendly manner, that they’re showing weakness or something, or perhaps that because I’m being friendly, I’m probably selling something or at least I’m someone to be wary of. What is wrong with this world that the simple act of being friendly puts people on the defensive?

Sometimes right after I introduce myself and ask how they’re doing, I’ll get a moment of dead air. I have to assume that either they’re taking a moment to assess themselves in order to give me an accurate report on exactly how they’re doing, they’re hoping I continue without waiting for an answer, because no one on this earth ever really cares how the person on the other end of the phone is doing, or they are considering lying to me, but they weren’t prepared.

The last 20% are the people who just don’t want to be bothered with the call. These are the people who answer “hullo.” I made that “h” lowercase on purpose, don’t gloss over it. Their tone just isn’t even formal enough to capitalize the transcription.

Believe it or not, I actually kind of enjoy these calls. I always lay it on a little thicker on these guys. I’ll introduce myself, and still ask how they are, knowing full well that they don’t want to talk. They will wait for me to continue, thinking to get away with not answering. I wait. Invariably, I get “good” to which I reply “Well good, I’m glad to hear that!” It seems to annoy them. Perhaps it’s sort of sadistic, but the idea that someone is so miserable that being nice to them is a source of irritation really kinda amuses me. Like, You really don’t want someone to be nice to you? That makes you mad? What would you rather, I was rude, and then you wouldn’t be obligated to talk to me? Heh, and give you that satisfaction? I think not.

I hope I’m not alone in being nice on the phone, am I? You guys are nice on the phone right? Which group would you be in if I called you right now??