My original post is here Was I supposed to get a new router with gigabit?
I didn't want my CS story to get lost.
Ok, so here's an update.
I called V this morning and told them that the guy who did the installation said I didn't need a new router. The CS rep said "well, that's a lie". He said that I just have to take my order number to my local V store and they'll give me a modem. Great.
So I go there, and the rep at the store said that because the order was made a month ago, that they can't give me a modem. What? Even though the work was done yesterday, the order was made a month ago and orders expire in three days. That makes NO sense to me. Am I supposed to make two orders when the tech should have given me a **bleep** modem in the first place?
The store rep said I could call V and have them make an order and then they'll give me the new modem. The problem is, the CS rep I spoke to in chat said that I already had a new modem installed (WRONG) and that my service is working (YES, but at 10% speed). She didn't understand that my router is like 10 years old and I need a new one for gigabit speed. I told her at least twice that my router only supports 10/100, not 1000. She was convinced that I had a tech problem (I don't). So she puts me on with tech support who said "I see your router wasn't upgraded. We're sending you a new one".
This is the kind of customer service that annoys me because people should know what they're talking about. Hell, I'm not a Verizon employee and I know more than the CS people.
- The installer should have known that the 100/100 speed I was getting was too slow for gigabit.
- The CS rep I spoke to this morning should have known about the three day rule.
- The CS rep I spoke to later today should have known that the Actiontec MI424 doesn't do gigabit.
This is 2018. This level of CS should not happen anymore.