A Verizon cable became detached from our house. It took thirty minutes to schedule a fix.
It required me to:
- Ask for help in their web chat.
- Talk to a CSR on the phone.
- Open a live video web app so I could show the cable to the CSR live on the call.
- The CSR kept asking me to type in the chat even though we were on a voice call because otherwise we'd get cut off.
- The CSR was then forced to pitch me some other service plan for several minutes.
- Then, I had to open some other link and click on things "officially".
Really, what this should have been was a web form where you just say that a cable has become detached from your house and when the service guy should come around.
Verizon is $40 less per month for us than Comcast was and way faster, so it's good to be out of the monopoly zone. But there's not so much competition that not making people do unnecessary stuff is something ISPs want to differentiate themselves with, apparently.