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More Fiber
Premium,MVM
join:2005-09-26
West Chester, PA
 ·Bay Area Internet ..
1 edit | reply to Josh Lang
Re: Incredibly dis-satisfied with DSL Extreme
said by Josh Lang :
Any general feedback?
I really can't easily take another entire day off work for someone not showing. (this one is probably Verizon's fault, but Verizon would hopefully at least attempt to care/figure out)
1) Apparently you haven't checked the horror stories in »Verizon Fiber Optics about VZ not showing up for scheduled appointments. The problem occurs frequently. DSLX had nothing to do with VZ missing the installation appointment.
2) VZ might have eventually figured out that they missed the appointment, and might have eventually called you to schedule another one, or they just might have shown up without an appointment. As for caring, this is a huge corporation we're talking about. Why would you assume they would care about someone that is not even their direct customer?
3) You were trying to get this resolved over a weekend, when both DSLX's and VZ's business offices were closed. No surprise that DSLX had problems getting a hold of VZ. You would have had the same problem dealing directly with VZ. However, that's no excuse for it not getting resolved on Monday.
4) Now you have to start the order process over from scratch with VZ.
•That can only occur after the existing order has been closed out of VZ's system.
•You are now again subject to whatever VZ's installation lead time is for a new order. You will be without service until VZ deigns to grant you an installation appointment for the new order.
•You're going to have to take another day off work for the installation, regardless of whether you had stayed with DSLX or not. | |
dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to Josh Lang
Josh,
I took a look at your account and show that you spoke with a supervisor this morning. It appears that everything has been resolved per your wishes. I apologize that it didn't work out due to Verizon issue in scheduling.
All the best.
--
George
General Manager
DSL Extreme
Will work for reviews.  | |
Josh Lang
@choiceone.net
| reply to tt0ne
Because there is nothing TO cancel, this is my entire point.
You cannot legally charge me for a service you are not supplying. Extreme DSL hasn't fulfilled their part of the agreement (both providing a service, and supplying a modem), so this agreement has not even begun yet. There's not a court in the world that would support charging me without being provided the service
At BEST the agreement begins when they have supplied me the service, and the modem to use said service (per their own agreement). This is all I wanted at first. | |
tt0ne
join:2008-07-13
Redlands, CA
| reply to Josh Lang
Not sure why you want to cancel - you signed up for a year contract. The only real reason why they should cancel your order is because they can't deliver reliable service (which was the problem with my particular situation - and not DSLExtreme's fault)... You don't even know if that's the case so why should they cancel?
Food for thought.
- Marco | |
Josh Lang
@choiceone.net
| reply to Josh Lang
Again, after being promised that a SUPERVISOR would call. This time a tech support person called. Again we told them we wanted to cancel, and they said a supervisor will call tomorrow morning.
C'mon now this is getting a little ridiculous... | |
Josh Lang
@nauticom.net
| reply to tt0ne
tt0ne, I do understand your point... however while the very first 'weak point' in the chain, was with Verizon.... At this point, the issue is no longer with Verizon. The issue is with an introduced middleman who only further complicates and delays the issue.
I want to cancel the account now at this point, that's all. And I'm not even able to do THAT. I don't understand what is 'less than desirable' at this point? The only thing that *Verizon* has done wrong thus far is the mess-up with the tech. Which is annoying,but I understand that happens. What irks me at this point is the rest of it...
1. I was expecting, at WORSE, a new re-schedule setup within 24 business hours. This was the first step. We're getting closer and closer to a week now, and we've had no further indication of a scheduling. I'm sorry, I've had issues with big companies in the past, and it's never been this bad, especially when I'm the one trying to give them my money.
2. I was promised a supervisor call, Monday morning, Tuesday morning, and Wednesday morning. It's now Wednesday morning, and after multiple phone calls and conversations, and admitting that they are **currently talking to a supervisor**, they are unable to transfer me or connect me to one.
3. I was not supplied the service, and thus I should be able to cancel. Yet I'm told I can't, 36 hours later. This is the main issue that truly irks me. I'm currently being billed for something that was never supplied, and I'm being told absolutely *nothing*.
Honestly, I'm usually one of the most patient people you'll meet, and I try not to complain (worked enough 'low-end jobs', I know the limitations and problems you face. This is one of the about 3 situations thus far in my life, I'm not going to just keel over for. If I had just been assigned a follow-up install, anywhere in this, it would have helped alleviate a LOT of the frustration. | |
tt0ne
join:2008-07-13
Redlands, CA
| reply to Josh Lang
You say in your first post:
"(this one is probably Verizon's fault, but Verizon would hopefully at least attempt to care/figure out)"
and now you blame DSLExtreme.
I also must have Internet for my work - probably more than you do since I actually work from home. You can see my experience with bad luck spanned for more then 1 month.
»DSLXtreme Experience So Far
DSLExtreme went way beyond the call of duty to try and help me - despite us all being at the mercy of Verizon - and my problem never actually being solved.
Your way of dealing with DSLExtreme leaves a lot to be desired. Do you think anything would change if you went through Verizon directly? In fact, you'd probably be waiting even longer with no advocate helping you out.
Anyways, my two cents - and I'm not even a customer any longer (which I count as a loss).
- Marco | |
Josh Lang
@verizon.net
| reply to dslx_gm
George,
This is unacceptable. We finally got a callback (from a NON-supervisor), who claims Verizon said it is installed. We were there the entire day, and I'll gladly take pictures of my entire freaking house, there's no router installed/given, and no-one ever came into the house. I've done installations, if there was the claim, there would be a signature, as well as an appropriate serial number for the router.
And we're told that it'll be ANOTHER day until a supervisor will be able to contact us and get the account turned off. This is completely and totally unacceptable. I want the account de-activated, terminated, and any charges removed ASAP.
I'm already planning to contact my credit card company and dispute the charge and put a stop on it. If any charges go through, they WILL be disputed and dropped, and if necessary, I'll take this to the legal channels.
I'm hoping that you can resolve this expediently, so I don't have to resort to the other channels, as well as having to continue to spread this story to others.
Awaiting your response... | |
Josh Lang
@comcast.net
| reply to dslx_gm
George,
I wanted to say thanks to you for responding so quickly, especially as it appears you're on vacation/out of the office!
I do greatly appreciate that, and this at least lessens the 'harshness' of the entire situation.
I definitely can understand that Verizon is closed, however I do hope to have this all completely resolved ASAP, I don't want this to involve credit card companies, etc. I'm hoping I can get a call by the COB tomorrow evening, or I'll follow-up again with another phone call. | |
dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to Josh Lang
Hi Josh,
I apologize for any inconvenience. I am currently out of the office returning on Wednesday, but was able to forward along your account to our orders team. I have asked them to take a closer look with Verizon and get back to you with an update. The Verizon team that handles Fiber orders is currently closed for the day. We will follow up and someone from our customer service team will get back to you ASAP with an update though.
Once again I apologize for the inconvenience. We hope to have an update for you tomorrow.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. | |
Josh Lang
@comcast.net
|  I just wanted to pass along my experience thus far with DSL Extreme, and how incredibly dis-satisfied I am with them. (this is stating it as mildly as possible)
First and foremost, I understand the position, etc that they're in, and how they work. And I also understand, in relation to everything, that this is only a short period of time, but I *need* access to the Internet for my job. Also throughout the story, this is alternating between me being on the phone talking to them and my fiancee.
Here's the story:
Bought a house, filled in the appropriate online forms to setup a time for FIOS to be installed. At first I was going to go through Verizon FIOS, but then saw DSL Extreme was cheaper, so I thought I would give it a shot. I got a voicemail soon after, saying the installation would be this past Friday between 1-5 ET. I got another voicemail later, further confirmation, both voicemail's saying no further action was required (kept both voicemails). I logged onto the account for the heck of it, and saw it was scheduled between 8-5 on Friday. I talked to a representative online, and after a little back and forth, verified that the actual time was 1-5. No big deal, no issues.
Fast forward to Friday, I took the day off work so I'd be available for the 'up to an 8 hour install'. 5PM ET rolls around, no word from anyone, I start to get worried. I wait about 30 minutes or so, and I call DSL Extreme. After being on the phone for a bit and explaining the situation, they say they're checking into it. While on the phone with them, they say that Verizon sent them an email at 6:30 saying the tech was apparently actually at my house installing it. This was news to me, but I can somewhat understand the confusion.
At this point I tell them that I'd very likely need someone out there the same night, because I wasn't going to be able to easily take off yet another day off work for this install. They say they're not going to be able to get in touch with the Verizon dispatch at this point in the night. They say they'll try to get in touch with Verizon and will *have a supervisor call me back first thing Monday*. Monday at 1PM rolls around, I try to call to talk to the original CSR (Christie), she's not available. Ok... wait a few more hours, still not available (both times leaving a message to call back). Monday at 6PM EST rolls around, and I decide to start this entire thing with a new CSR (Josh), explaining the situation, etc.
The new CSR says that he saw the original CSR sent an email to Verizon and hadn't heard back. Explained that we were still waiting for a supervisor call back, and were wanting to get this straightened out ASAP.
At this point, we're starting to get pissed in general. We don't have another time setup, can't get in touch with a supervisor, and we are being told now that the only way they can get in touch with Verizon is through email, and that they are unable to call anyone to get a response. We call out on the fact it's now been an entire weekend, and an entire business day, and how could they not have a response yet from Verizon, for something like this? (guessing the original email didn't go out until mid-late Monday afternoon).
We attempt to push for an actual phone call, the CSR tells us that he got a number from his supervisor and attempted calling it and they were closed (who woulda guessed at 6:30 PM ET.. by this point....). We attempt to raise this to a supervisor. The CSR says his supervisor is not available. We again call out on the fact that he said he just talked with his supervisor. Apparently his supervisor is available via IM, but can't talk to us tonight (why???). At this point we're fed up, and it's not worth the ~$5-10/mo, and we'd rather go with Verizon directly. We ask him to just cancel the account, as this is just becoming way too troublesome (we're at about 5 hours of phone conversation this time...including over 60 of prime-time minutes). I understand that their hands may be tied, but this is why we'd rather go directly through Verizon. To note, we can't reach a supervisor, OR have them reach Verizon over a span over an entire business day. Also our service has been activated as of Friday, which means we're already paying for something we can't use.
And this is where I just became irate. We're told that, him as the billing dept, that he can't cancel the service. We don't understand how in the world this is possible. I need this internet setup ASAP, we have no idea when the re-setup date will be, and I'm already completely worried about future dealings with these guys if any further issues arise. We demand to talk to a supervisor of any level, we want this cancelled now. We're paying for it, apparently, and we can't use it, or even get to the point where it CAN be used. We get told this is just not possible, and we'd have to wait until tomorrow again, to get a phone call back (like that'll happen), and we get to go through this all over again. We also attempt to push to get another supervisor from another dept, and we're told that 'all the departments are the same'. i.e. it's just that team.
And this is where we are now, this is just completely ridiculous.
In summary:
1. We've been told that they're complete unable to reach Verizon.
2. We've also been told a supervisor is completely impossible to reach, despite the CSR's admitting they're talking to them.
3. We're paying for a service we can't use, and hasn't been setup.
4. We're completely unable to just cancel this and cut our losses.
5. The timespan at this point is from ~5:30PM ET Friday, to 8PM ET Monday night.
Any general feedback? Not typically the type to complain, but I desperately need the internet setup at this point, and I really can't easily take another entire day off work for someone not showing. (this one is probably Verizon's fault, but Verizon would hopefully at least attempt to care/figure out) | |
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