By James Kwak
So, I wanted to transfer phone and DSL from one house to another. I went to Verizon’s web site, clicked on the promisingly named “Moving to a New Home” link, and walked through the step-by-step wizard. It said I could have unlimited domestic calling and 3 MB DSL for $55 per month, which was a better deal than I was currently getting, so I signed up. The only issue was that the scheduling calendar only allowed install dates in the next month and I wanted a date six weeks out, but the live chat representative said I could just call in later and change the install date.
A few days later I went online to check on the order status in their online system and saw that my DSL order was nowhere to be found. So I called up and, after much misunderstanding and aggravation, I figured out that my order had been canceled by their back-end system. Even though the front-end (web) system knew that I was an existing customer (remember, I clicked on “Moving to a New Home”) and offered me a discounted bundle, the back-end (probably mainframe system) didn’t want to give discounts to existing customers and wouldn’t allow the order to be processed.* After a little arguing, the representative said that she would manually book the order at the higher price and then go in and give me the originally promised discount.
The next time I checked my order status I saw that I had three different DSL orders in their system, which made me nervous, but there was nothing to do but wait.