: Verizon Customer Support
I shouldn’t complain too much – over the years we’ve actually had fairly decent customer support from Verizon – although maybe I have low expectations. Anyway, back in June Lisa & I upended our lives and re-located our bedroom from the attic down to the second floor. In the course of this we needed to put in a new cable line in the bedroom. I tried calling Verizon Customer Support but there was an 45 minute wait, so I decided to give their “chat support” a try. Things actually went pretty well until I tried to figure out the bill, at which point things got very confused. I saved the entire conversation and am putting it in here for your amusement. Since it is quite long, I’m putting it after the important stuff – where I’m playing the next few weeks.
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October 21st, Friday, 8:30 PM-11:30ish – Shuffle, Jump, and Moan at Maxfields on Main, 713 Main Street, Boonton, New Jersey 07005 973-588-4450SJ&M are back at one of our favorite haunts. No it’s not quite Halloween, so any haunting will be premature, but we’ll do our best. Great food, great vibe.
http://www.maxfieldsonmain.com/https://www.facebook.com/pages/Shuffle-Jump-Moan/379081422265206?fref=ts
October 28th, Friday, 9:00PM-1:00ish – Better Off Dead at The Great Notch Inn, Route 46, Little Falls (973) 256-7742It’s the annual Great Notch Halloween Show The bikes will be covered with cobwebs, but they look pretty cool as they stream down Rt 46. My fellow band mates always come up with some sort of unique costume thing, I will have to dig out my Groucho Marx fake eyeglasses and mustache. We’ll do the Monster Mash.
http://www.betteroffdead.com/home.htm
http://www.agreatertown.com/little_falls_nj/great_notch_inn_new_jerseys_rockin_roadhouse_00089580
https://www.facebook.com/pages/Great-Notch-Inn/45741843010?fref=ts
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So here’s the “conversation” I had with Verizon.
By way of explanation, our account is in Lisa’s name, so “L. Korn” is actually me doing the texting. . . .Oh, and if you actually understand why we were credited $3.50 for removing our bundle and then charged #10.33 for adding our bundle back in? Keep it to yourself!
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Chat Subject:Upgrade/Change Existing Services
Your Question:we want an additional cable line for a different room. no new equipment needed
Thank you for your patience. A Verizon chat expert will be with you shortly.
Agent Roselyn has joined. (12:42:54)
Roselyn : Chat ID for this session is 05301665285. (12:42:54)
Roselyn(12:42:54): Hello. Thank you for chatting with Verizon.
Roselyn(12:43:04): Hello! Thank you for being a valued Verizon customer.
Roselyn(12:43:54): I would be glad to help you add the additional line for your location.
Roselyn(12:45:05): To add the Coaxial outlet, it would be $69.99 one time charge for installation and $99.99 one time charge for the tech visit.
Roselyn(12:45:20): Would you like to add additional line to your account?
L KORN(12:45:20): ok
L KORN(12:45:28): yes please
L KORN(12:45:41): no new equipment
L KORN(12:45:57): just the cable install
Roselyn(12:47:17): Thank you for the information. I would be glad to assist you order the TV outlet for your location.
Roselyn(12:47:37): I’ll be happy to help, but before I do, for security and protection of your account record can you please verify that I’m chatting with L Korn, and provide the 4-digit optional PIN.
L KORN(12:47:46): nnnn
Roselyn(12:49:01): Thank you! Can you please confirm that I’m chatting with L Korn?
L KORN(12:49:34): how should I do that?
Roselyn(12:49:49): May I know if you are L Korn?
L KORN(12:50:01): I am her husband
L KORN(12:50:12): Eric Heilner
L KORN(12:50:42): my Verizon userid is xxxx.yyyyyyyy
Roselyn(12:51:22): Thank you for the information. Just to confirm, are you authorized to make any changes on the account?
L KORN(12:51:28): yes
Roselyn(12:51:53): Thank you for confirming, please stay connected while I am working on your request.
Roselyn(12:55:58): Your installation is scheduled for Monday, June 06. Our technician will arrive sometime between 8:00 am and 12:00 pm. Is that convenient for you?
L KORN(12:57:12): yes
Roselyn(12:58:12): Thank you for confirming, please stay connected while I process your order.
Roselyn(12:58:22): On the day of your appointment, we’ll contact you with a one-hour estimated arrival window, so it’s important that we have good contact information.
If the estimated arrival time changes, we’ll send you updates.
Roselyn(12:58:37): Once our technician arrives, it will take about 2 hours to complete your installation.
L KORN(12:59:08): Is there a confirmation number?
Roselyn(12:59:53): Yes, once we are done with the order process, I would help you with the order number.
Please confirm: your mobile telephone number: 973-nnn-nnnn and email id is: eric.heilner@verizon.net
L KORN(13:00:45): That is correct – but for the install suggest you contact using our home number 973 mmm-mmmm
Roselyn(13:01:35): Thank you for the information.
Roselyn(13:03:26): Thank you for your time and patience. Please confirm your email id is: eric.heilner@verizon.net to help you check for the prices on preview of the estimated bill, before you commit on any changes on your account.
L KORN(13:03:49): that is my email
Roselyn(13:04:34): Thank you for confirming, please check the preview of the estimated bill, I just sent you.
Roselyn(13:05:29): Let me know once done, I am right here to assist you further.
L KORN(13:06:02): My Outlook is slow –
Roselyn(13:06:29): Please take your time, and let me know once done, I am right here to assist you.
Roselyn(13:07:44): May I know if you received the preview of the estimated bill?
L KORN(13:08:18): I am looking at the bill now. It is very confusing
Roselyn(13:09:28): Please go ahead with your question. I will be glad to assist you.
L KORN(13:11:20): I’m seeing FIOS bundle changes. It looks like they are being removed and then added as well
Roselyn(13:13:05): There were no changes made to your bundle services. You would be able to see Outlet Installation @ $69.99 – Installment 1 of 3 , $23.33 for each installation and Technician Visit Fee $99 one time charge.
Roselyn(13:14:36): Were you able to check for the one time charges on the preview of the estimated bill?
L KORN(13:15:04): I see the one time charges – those are OK
L KORN(13:15:57): But then there is a credit of $3.50 for removing the bundles, and then there is a charge of $10.33 for adding the services back in
L KORN(13:16:16): Some sort of partial month thing
Roselyn(13:16:41): Verizon bills in advance for all services and products.
The bill you are viewing includes partial month charges based on the date you made changes or installed service, up to the next statement date. This bill also includes advance charges for next month.
L KORN(13:17:02): So is the billing date being changed?
Roselyn(13:18:17): I se that 19th of every mionth is your bill date.
Roselyn(13:18:22): *month
Roselyn(13:18:47): Should we proceed and secure the installation order for you?
L KORN(13:19:04): So if the billing date is not being changed then there should not be any partial month charges, since we are not changing our services
Roselyn(13:21:00): Every time you make any changes on your account, you would see the first month bill would include partial and pro-rated monthly charges on the first bill after the changes made on your account, this is because Verizon charges one month in advance. The bill you receive on 06/19/2016 would be your first bill after you submit the order for installation of outlet and tech visit.
L KORN(13:22:13): I still do not understand. We are not making any changes to our account,
Roselyn(13:23:13): Yes, you are correct, you are not making any changes to your bundle services; however, you are adding outlet order on your account.
Roselyn(13:23:43): So, your bill includes bundle price + equipment fees + taxes and other fees + one time charges.
L KORN(13:24:34): But that is what’s confusing – why are we getting one time charges for changing our bundle – when we are *not*
changing our bundle
Roselyn(13:27:34): Thank you for continuing to hold. I appreciate your patience.
Roselyn(13:27:39): Your first bill would be on 06/19/2016 after you make any changes on your account, the changes can be adding the outlet or making changes to your bundle price. The first month bill after the changes would include partial and pro-rated charges.
Roselyn(13:27:54): Would you like to proceed and order the outlet installation on your account?
Roselyn(13:30:10): I haven’t heard from you for a few moments. Would you like to continue chatting?
L KORN(13:30:39): I give up. You are giving me a $3.50 credit for cancelling our services and then you are charging me 10.33 to give it back
L KORN(13:31:02): But yes, please go ahead and order the installation
L KORN(13:31:40): Monday June 6 – between 8 AM and 12 PM
Roselyn(13:33:55): Thank you for confirming. Please stay connected while I work on your request.
L KORN(13:34:10): I am here
Roselyn(13:37:11): Thank you for continuing to hold. I appreciate your patience.
Roselyn(13:38:21): “We are just about to wrap up. There are 3 important things I need you to remember about your order.”
Roselyn(13:38:26): 1) “We will send you an email/mail with the same partial month charge and monthly rate information I just covered with you.”
Roselyn(13:38:46): 2) “Your installation is scheduled for (Monday, June 06, 2016 ) and (08:00 AM-12:00 PM ) and we’ll confirm your appointment ahead of time.”
Roselyn(13:39:31): 3) “I want to confirm one last time that your cell/alternate number is 973-nnn-nnnn/973-mmm-mmmm and your email address is eric.heilner@verizon.net. Please read the email/mail we send because they will contain important information about your order.”
L KORN(13:40:00): that is all correct
Roselyn(13:40:10): Please type the word ‘YES’ and your Full Name, to indicate you agree to add the installation order and tech visit on your account. Typing ‘YES’ and your Full Name will constitute your electronic signature.
L KORN(13:40:26): YES Eric Heilner
Roselyn(13:41:01): Thank you! Here is your order number: NJ11240782569.
Roselyn(13:41:11): Congratulations on completing your Verizon order successfully online.
You will receive an e-mail confirmation letter, within 24 hours, from Verizon. This e-mail will have your online order number which you can use to check your online order status.
Roselyn(13:41:16): Can you think of any additional questions that I can assist you with today?
L KORN(13:41:30): Nothing today, I need a long nap now. Thank you
Roselyn(13:41:45): Thank you for chatting with Verizon.
Please take a minute to complete the survey at the close of this chat. Your feedback is important! The survey will appear once you click “end”.
If you need anything else, don’t hesitate to contact us again.
Have a great day!
Your session is now closed.
Live Chat Transcript
It was a pleasure to assist you. Your chat session has ended. Thank You.
Your chat ID number is 05301665285.