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Verizon, surely you can do better than this
Dear Verizon,
Thank you for the phone message alerting me to the impending expiration of the credit card I have on file with you. Unfortunately, the URL you gave in the phone message does not exist, and when I searched your site for "pay" and "credit card" I did not find the page (that you assured me exists) where I could update this information. Your URL contained "pay online", so I had high hopes for "pay".
So then I tried your "contact us" link, which tried mightily to direct me to chat, forums, help, and all manner of unsatisfactory-to-me (but easy-for-you) destinations. (Let's hear it for crowd-sourced support, eh?) When I reached the "send email" option I found a form (not an email address) that, among things, asked for my name, phone number, and email address (twice). It also asked for an account number, but since you bill my credit card directly I've never seen a paper bill and have no idea what that number is -- so that "sample bill" image didn't help. Your form required that I type something there and wouldn't let me type letters, so my plan to signal this with "unknown" was foiled. It wouldn't accept "?" either.
So, I'm sorry that my "account number" of 0 will slow you down, but you left me no choice. I hope you can still manage to respond to me, as otherwise we'll have to wait for Visa to decline a payment to you. On the plus side, I'll bet that will get you to talk to me.
By the way, I'd be happy to refer you to web-site developers who could greatly improve the usability of your site for a small investment.
Oh, also, I'm still waiting for the opportunity to spend more money with you each month for FiOS. Surely my neighborhood full of geeks, university folks, and the like would make it profitable for you to run fiber over here. Practically everybody else in the east end seems to have it...
Thank you for the phone message alerting me to the impending expiration of the credit card I have on file with you. Unfortunately, the URL you gave in the phone message does not exist, and when I searched your site for "pay" and "credit card" I did not find the page (that you assured me exists) where I could update this information. Your URL contained "pay online", so I had high hopes for "pay".
So then I tried your "contact us" link, which tried mightily to direct me to chat, forums, help, and all manner of unsatisfactory-to-me (but easy-for-you) destinations. (Let's hear it for crowd-sourced support, eh?) When I reached the "send email" option I found a form (not an email address) that, among things, asked for my name, phone number, and email address (twice). It also asked for an account number, but since you bill my credit card directly I've never seen a paper bill and have no idea what that number is -- so that "sample bill" image didn't help. Your form required that I type something there and wouldn't let me type letters, so my plan to signal this with "unknown" was foiled. It wouldn't accept "?" either.
So, I'm sorry that my "account number" of 0 will slow you down, but you left me no choice. I hope you can still manage to respond to me, as otherwise we'll have to wait for Visa to decline a payment to you. On the plus side, I'll bet that will get you to talk to me.
By the way, I'd be happy to refer you to web-site developers who could greatly improve the usability of your site for a small investment.
Oh, also, I'm still waiting for the opportunity to spend more money with you each month for FiOS. Surely my neighborhood full of geeks, university folks, and the like would make it profitable for you to run fiber over here. Practically everybody else in the east end seems to have it...
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OT: this must be a busy week for you. Best wishes!
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I switched from Verizon DSL to Earthlink over Time-Warner Cable when we moved to our current apartment. I had Verizon DSL before the move; when telling them I was moving I was told, "no problem". Other people in building have DSL, so there's no technical problem. On move-in day, I called Verizon after the internets weren't working and was basically told "maybe a week, I dunno". Earthlink said cable folks would come the next day (and they did). End of story. Of course, I wasn't particularly fond of Verizon in the first place... but that's another story.
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I'm not interested in dealing with Comcast, the only local provider. (I used to have cable TV through them and the service was terrible. And there's the whole "how evil are they as an ISP?" question.)
Many years ago DSL was the better deal for bandwidth and money. I don't automatically assume that's still true, of course, but both are local monopolies, which doesn't help. So since Comcast isn't any less annoying than Verizon and we already have the DSL infrastructure in place, that's what we use.