We've all heard the story about how you can boil a frog by putting them in comfortable water and then just turning the up the heat, because they'll never notice and jump out of the pot. It isn't true for frogs, actually; but apparently it is true for Verizon customers.
My house is in the middle of a bad service zone, on a busy road in an urbanizing area outside of a touristy town along Michigan's West Coast. No one here can stay on a call while driving past my house, maps stop working for a couple of miles, streaming music chokes. Yet, Verizon's answer is to give me a wifi device and tell me to run all my at-home calls through the OTHER service I'm paying for, my cable modem.
Good job, Verizon. Don't fix the problem, just punt.
My other line is for my elderly parents, in rural northern Michigan. There is hardly any service there. There's one tower miles away pointed in their general direction, and a tower just two miles south with a single array pointed... south. Everyone there has Verizon service, you've done the marketing work. But you've boiled all your frogs... they all just assume they're paying for no service.
Any time I call to report a service outage, I get the same result. The first person I talk to is obviously in India, reading a script. They are the opposite of helpful; they want to reset devices when that's not the problem. When I make a second call, sometimes I get a real person in America who has the ability to look at tower outages. That's helpful info, even if it doesn't get me anywhere. Getting anywhere with Verizon means spending hours and hours on the phone, trying to get any service... and still paying full price.
We are sorry to read about your ongoing service concerns and we definately want to show that your experience does matter to us. We will be sending a Private Note to take a closer look at your specific account details.
-Andi
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