In preparation for moving, I needed to cancel my Verizon DSL account. Naturally, I Googled “cancel Verizon DSL” to get instructions, and the first page of results is filled not with information from Verizon, but with horror stories. That’s never a good sign.
Sighing, I searched “cancel” in Verizon’s help system and immediately got the 800 number to call — so far, one click. I called. After a few quick voice prompts, I got transferred to Kelly: an agent working in a United States call center, who already knew the phone number I had given the computer earlier (which isn’t the case in some call centers).
Kelly: How can I help you?
Me: I’m moving, so I need to cancel my service.
Kelly: Do you need to transfer your service to another address?
Me: No.
Kelly: You have a two-year contract, so there’ll be a $99 early termination fee.
Me: Yep; I expected that.
Kelly: Okay. We’ll turn off your service on Wednesday. Is there anything else I can help you with?
Me: Nope. Have a nice day!
Start to finish, the call was under six minutes.
I struggle to see how that could possibly have gone any better. Either Google lied to me through ranting, or whatever problems Verizon once had are fixed.
May 5th, 2010 at 12:40 am
I don’t know, but I do know that at least AT&T answers its phones, is pleasant with customers and actually comes when they say they are coming.