Dear Ivan Seidenberg,
I want you to call Verizon. Yes, I want you to call the company you run.
Call them and listen to the robot lady lead you through ten voice prompts. Stay on hold for 20 minutes and then experience the pleasure of talking to someone who seems a bit comatose. But don’t worry—that person will put you on hold, and after a long while you’ll be disconnected.
Call back again and enjoy the ten voice prompts once more. Several of these prompts will ask you for your phone number… Eventually, if you hang in there, you’ll reach a real person who’ll ask you for the phone number you’ve already entered three times.
Listen as they explain how the new modem will be sent on Monday. Call back Wednesday to verify it was sent. Talk to a disengaged girl who says, “Uh, it was probably sent out,” but who doesn’t know how to look up the information. Discover on Friday that it was never sent out. But don’t worry, it’s being sent now, and it will arrive on Monday. Unfortunately, it will not work.
Call back again. Go through the beloved voice prompts another time. Reach yet another person brimming with misinformation. You’ll be put on hold again, and then guess what? You’ll suddenly hear an agonizingly familiar menu of voice prompts! Where did the guy go? The guy who was making a futile attempt to help you? Apparently, he has vanished, and you’ll need to call back another time.
Call back again. Finally, you’ll get someone who says Verizon will “test the line.” Someone else will call “within 24 hours and give you the results of the test.” Of course, you have no internet connection, and you already know THE LINE DOESN’T WORK. But if they can verify this information, they will “send a new modem.”
You better sit down and wait for that call, Ivan.
Hang up the phone. Call Optimum Online and talk to a real person. They’lll be here tomorrow with a modem, and they’ll set it up for you.
Call Verizon again. Another 20 minutes on hold. Then another 5 minutes. Then some more holding followed by an attempt to get you to not cancel the DSL. Then an offer to lower the fee for the line that doesn’t work. Hey, that sounds like quite a deal—pay less for something that doesn’t work! I’m glad to see someone is now concerned about the situation.
Bye-bye, Verizon.
PS Ivan Seidenberg has announced plans this year to lay off thousands of people despite record profits.