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Internet Support Services

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nondeplume
Contributor
Contributor
Posts: 3
Registered: ‎11-15-2010

Internet Support Services

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Will there ever be a time when we can get to an efficient answer quickly?  Last night, a problem with my internet.  I called on my cell, 611 told me that tech support for internet was now closed, call during regular business hours.  I later learned that it was 24/7, so having a number handy would help, but oh, I didn't have internet to look it up.  This morning, I was late for work.  I was spending about 45 min with a rep who had to repeat constantly because I couldn't understand him - not his fault, but he was also frustrated -- understandable.  Here's the problem - why is it that tech support is always programmed to tear your computer apart and insists that the tests show that the problem is with my equipment.He insisted that my three brand new ether cables were a problem, but they were all new, no he said, you need a new one. I complained that I was about to make best buy rich.    I had to leave everything dangling because I had to get to work.  I got to work and on their equipment, a different server, etc., I learned that I couldn't get on, so I went to live chat, something I couldn't do from my non-internet computer last night, to learn taht there was a problem with my internet that they were working on.  Let me ask you -- will there ever be a time when technical support will stop going through the drill that tears your computer apart for no apparent reason, thus sucking up and wasting our time when the problem was always with Verizon.  It has happened before and I'm sure it has happened to many.  Every time the lights go out on my modem, it seems to be a problem with internet service and I am so tired of letting people jump on remotely or having me tear my desk apart to get to cables to unhook, change, replace, etc., when it was never my problem.  People get frustrated, they blame the techs, the business relations go to hell.  In fact, I bought a mac, which the guy said won't work with my verizon wireless modem.... and I bought that mac for more money because I have customer service... MAYBE Verizon could offer a service where we can have higher trained techs for a little more money per month... it seems so pitiful that we have these exercises in futility -- a bad reflection on Verizon.... btw, I would probably shop around for a better service provider.  I can't change my home phone, but I can changem my cell and internet... and I opt for service over situations!

4 REPLIES 4
dslr595148
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 6,107
Registered: ‎09-24-2008

Re: Internet Support Services

Message 2 of 5
(3,413 Views)

 


@nondeplume wrote:

MAYBE Verizon could offer a service where we can have higher trained techs for a little more money per month...


 

They do, check out http://surround.verizon.net/Shop/ExpertCare/PremiumTechSupport.aspx

 

 


@nondeplume wrote:

In fact, I bought a mac, which the guy said won't work with my verizon wireless modem.... and I bought that mac for more money because I have customer service..


What wireless modem are you talking about? Just maybe some user (or users) on this board can help you...

 

If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.


 

nondeplume
Contributor
Contributor
Posts: 3
Registered: ‎11-15-2010

Re: Internet Support Services

Message 3 of 5
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15 dollars a month is great if you have problems all month/all year long -- after ten months, I'm throwing out my computer and putting the money towards a new computer or I'm going to a new service provider.  It does cover macs, OSX and earlier.... oh Lordie!  What if... in a perfect world, we had customer service like the old days.... and what if you had the option of premium service, one time, not "monthly."  Again, if I'm having that kind of trouble where I need a throw money at a monthly service, then I think I need a new computer or a new service provider or both.

nondeplume
Contributor
Contributor
Posts: 3
Registered: ‎11-15-2010

Re: Internet Support Services

Message 4 of 5
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If the internet was down, I don't need a new, Verizon wireless router -- bought netgear and it was working until the internet went down.

topdog
Silver Contributor IV
Silver Contributor IV
Posts: 588
Registered: ‎12-22-2009

Re: Internet Support Services

Message 5 of 5
(3,188 Views)

We had an internet outage last night.  I called tech support.  The technician checked my router remotely and determined that everything was working on my end.  I find this reasonable.  Then he got in touch with the network techs and found that there was an outage in my neighborhood.  He was very polite and told me to expect it fixed in 24 hours.  This morning all was back working, and I got a call from Verizon to make sure my service was back on.  I was very pleased with the service I got.  Kudoos to the young man who helped me.  He was extremely polite.  When I get poor service, I complain, so it is only right to be thankful when all goes well. 

 I guess it is only human nature to gripe and complain when the service is poor, but sometimes this leaves others to think the service is always poor and,  it is not. 

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