Verizon  Customer Service

I have been a customer of Verizon for many years. As phone companies go, their service is pretty good. The landline phone service has a problem about once every five years, when they have to replace something in my neighborhood. My service is out a few hours and then everything is good again. I have also had cell phone service (family plan) and DSL from them for several years. These were separate services with separate bills for a while but I did finally get them consolidated, so I just receive one bill a month for everything.

The DSL is good and when there is a problem, their technical support is excellent. Those people really know their stuff, and they insist the problem must be solved. Once I had a problem with losing my connection on a regular basis. We could not sort it out on the phone so they sent one of their techs to my house. He came the same day. I don’t know what he actually did, if anything, but it appeared my connection was fine. It conked out again the next day. They sent another tech. I had to call a third time and they sent a guy who really struggled to figure it out. After he had been at my house a couple of hours, he called somebody with the company for help. I heard him tell him this was the third service visit and it absolutely had to be successful. They had sent a technician to my home three times at no cost to me.

They found the problem. The company had, without telling me and at no charge, upgraded me to a faster speed. My house turned out to be just a little too far from the relay and there was more going into the pipeline than could be transmitted to me. It would overload and sever the Internet connection. After a few minutes, everything would get cleared out and I could re-connect. They put me back on the slower speed, with an apology, and everything worked after that.

I called a couple of days later to ask about getting credit for the time my service was not working properly. It was not necessary. The process is automatic. When they open a trouble ticket, it stays open until the company and the customer are sure the problem has been resolved. When the ticket is closed, it automatically goes to a department that issues a credit for lost service.

This is outstanding customer service. I even got a follow-up call a few days later to make sure everything was still working. Excellent.