There IS Trouble on the Line...Outstanding Service...NOT!

By
Real Estate Broker/Owner with HomeRome Realty 410-530-2400 311291

There is trouble on the line.  Outstanding Service...NOT!

 

Have you been following my Verizon saga...Nice is Good But I Need My Service?

To recap, I was told " There is trouble on the line",  last Wednesday and they would have it checked on Friday. By going up the supervisor ladder, I got to a fifth person, the best they could promise was 10-2 on Friday with an assurance that it would be corrected May 20th!  That very nice supervisor Prasad, called me Friday morning to follow up. The truck was on the way.

Cicero Lennon, the Service Technician, came out at 10:00 as promised. He gave me his card and cell phone number.  

                                           Verizon 

Notice the bottom left of the Verizon card..it says "Our goal is to provide you with OUTSTANDING SERVICE!

                                  After almost two hours, he told me:'There is trouble on the line. '

Duh..they told me that on Wed. Now it has to be referred to a cable splicer. I called Prasad back and the very nice supervisor told me it could take 2-3 business days. I was able to contact his manager, named Pravan (this is the sixth person..are you counting?) Again, Pravan, was very nice and told me,I was a priority, he was taking my case personally and moved me to Red Code with the escalation team.  Hmmm...what does that mean? It would ONLY  take 3-4 business days. I asked what if I were not code red?!!  He told me it would take 7 days!!

There was no place further to go with this group so I called Cicero, who gave me his card and cell.

BTW I gave him a couple of laminated copies of my latest post  to share with the powers at Verizon.

A call to Cicero asking the name of his manager... Within a short time, Kenneth Davenport called, gave me his number and assured me this would be taken care of Saturday morning. You see Kenneth is in charge of the people who actually do the fixing!! Hoping this will be resolved by my next post.

 

Thank you, Kenneth and Cicero for following up!

 There is trouble on the line.  Outstanding Service...NOT!

Posted by

Margaret Rome
HomeRome Realty
Broker/Owner/Realtor®

Baltimore, Maryland


Sell Your Home With Margaret Rome

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Comments (28)

Barbara Todaro
RE/MAX Executive Realty - Happily Retired - Franklin, MA
Previously Affiliated with The Todaro Team

Good morning, Margaret.....there's nothing worse than poor service.....but we know that already!!

May 20, 2011 11:25 PM
Roger D. Mucci
Shaken...with a Twist 216.633.2092 - Euclid, OH
Lets shake things up at your home today!

Maddening, just maddening...............they may as well be "out standing" in a field for all the good they do us.  Keep us posted!

May 21, 2011 01:34 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Good morning! As promised, Kenneth Davenport had a wonderful person,named Pat, at my home at 8:30 this morning. I gave him copies of both of these blogs.

My service is fixed!!! Thank you!

May 21, 2011 03:05 AM
Debra Davis
Keller Williams Realty Atlanta Partners - Snellville, GA
Realtor - Atlanta, Decatur, Snellville, Loganville

You certainly are the blog master. Power of the blog. Glad it is fixed. It can be so aggravating.

May 21, 2011 03:16 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Debra, It is more productive to blog, better emotionally, and generally gets a better results.

Roger, It is not the technicians fault. They know how to fix it ..it is just getting them here! Obviously there is not enough man people power. Weekend are considered overtime..ie Code Red.

Barbara, Thanks for stopping by.

Sally, Always plan ahead.

Rose, If more people would make their needs known instead of accepting the "nice" people who say "I Understand". we might have better service for all.

Pamela, You see the result.

June, Glad you have the right service for you.

Brian, Thank you!

 

May 21, 2011 03:46 AM
Roger D. Mucci
Shaken...with a Twist 216.633.2092 - Euclid, OH
Lets shake things up at your home today!

Trust me, I know, I went through the same thing several months ago with my internet and cable service. 

May 21, 2011 03:51 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Disregard comment #11  IT IS NOT FIXED!!!!!!

May 21, 2011 05:23 AM
Alan Gross
PrimeLending, A PlainsCapital Company, Equal Housing Lender - Bethesda, MD
Loan Consultant

Sorry to hear about all your problems. In today's world you can't work without the Internet. And they all want you to bundle all your services together. So when one goes out they all go out. I've kept my phone and Internet separate. Verizon and Comcast. I still have the old copper wire running to the house so when a long power outage occurs I still have a phone. Hope you get back on line soon. I know how frustrating this can be.

May 21, 2011 07:09 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Alan, I still have internet but at an upload speed of .32 when it should be over 900!!

AAARRRGGGHHH!!!

 

May 21, 2011 08:37 AM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Margaret

THis sort of service is so aggravating, especially when we rely on the INternet and phone service so much. I've experienced similar issues with AT & T. Let's just say it was an awful experience in one case ( no service for days) and pertty good in another.  Hope all is well again.

Jeff

May 21, 2011 09:36 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Jeff,

Now I am being told..it is not on their lines!

May 21, 2011 10:15 AM
Mike Jones
SUNSTREET MORTGAGE, LLC (BK-0907366, NMLS 145171) - Tucson, AZ
Mike Jones NMLS 223495

Margaret,

Maybe...  just maybe, it's time for a vacation.  Without service, you're on a de facto vacation.  You just don't get to enjoy it.

Mike in Tucson

May 21, 2011 12:01 PM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Mike, You might be right..some time off would be a good thing. So wonderfully busy right now and having too much fun with the real estate.

 

May 21, 2011 02:09 PM
Kevin J. May
Florida Supreme Realty - Hobe Sound, FL
Serving the Treasure & Paradise Coasts of Florida

Code Red just doesn't have the response you would expect these days.  Now seeing Red, that's a different story altogether.  Hope some resolution heads your way soon Margaret! 

May 21, 2011 02:39 PM
John Novak
Keller Williams Realty The Marketplace - Las Vegas, NV
Henderson, Las Vegas and Summerlin Real Estate

For as much as you've escalated this, I have to wonder how many layers of management there are at Verizon. Hope this is fixed for good on Monday.

May 21, 2011 02:48 PM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Kevin, Thanks for your concern.

John, Seems like a lot. I will keep you posted.

May 21, 2011 03:10 PM
Gerry Michaels
Glasswork Media Arts - Gettysburg, PA
GettysburgGerry Social Meida

I switched to Sprint a year ago and have never been happier, I use Vonage at home and Sprint for mobile devices. Best of luck with Verizon

May 22, 2011 03:33 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Gerry, My cell is with Sprint.

May 22, 2011 03:52 AM
Lisa Wetzel
RE/MAX Realty Affiliates - Carson City, NV
CDPE, SFR carsonvalleyland.com

Its just frustrating to rely so very much on a tool that we can't count on.  Our business is so dependent on communication ... I don't know about you but I can't get through he day without me cell and my email!

May 23, 2011 03:50 AM
Margaret Rome Baltimore 410-530-2400
HomeRome Realty 410-530-2400 - Pikesville, MD
Sell Your Home With Margaret Rome

Lisa, This is so true.

May 23, 2011 01:34 PM