Jacob Haller (jwgh) wrote,
Jacob Haller

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Verizon voice mail tree

I was having a problem with my phone service, so I called up Verizon's repair line. There I encountered an automated voice mail tree. Unusually, I was pretty impressed with how it worked ... it asked reasonable questions and was able to understand my responses. It told me that a service guy would be sent out sometime before 7 pm.

A little while later, I got a call on the affected phone line. It was another automated system from Verizon, saying that they thought they had fixed the problem and asking me if I agreed it was fixed. Since the problem was with outgoing calls I had no idea if it had been fixed or not and I said "I have no idea." The little computer voice said that it was glad to be of service and that the problem would be marked as closed. I hung up and discovered that the problem was still in effect. Bad!

So I called the service line back and talked to the automated phone system again. Unfortunately, there didn't seem to be an option to say 'you called me and told me the problem was closed but it still needs to be fixed'. I tried navigating the tree, then hung up and called back to see if there was a way to talk to an actual person.

I tried pressing '0' at strategic points and listened carefully to the various options, but to no avail. Finally I yelled into the phone, "I NEED TO TALK TO AN OPERATOR! PUT ME ON WITH AN OPERATOR!" The system responded, "I believe you just requested to be connected to a technician. Is this correct?" Slightly dumbstruck, I said, "Yes," and was connected to a technician, who explained to me that I hadn't asked for touch-tone dialing when I set up the account and that's why my outgoing phone calls weren't registering.
Tags: customer service

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