"Verizon customer sadism, how may I torment you?"

In his latest Good Experience newsletter, Mark Hurst describes his not-so-good experience with Verizon's customer service department:

Rep 1: "Uhh, Mr. Hurst, looks like there's a wiring issue. I'll
connect you with the DSL Office." (put on hold)

Rep 2: "No, it's not a wiring issue. The problem is that there's
someone else's name on your account, and we have to reset your
entire account to clear it. I'll connect you with someone who'll do
that for you." (put on hold)

Rep 3: "I have no idea what they're talking about. 'Reset your
entire account' – what did they mean by that? I'm going to put you
on hold…"

At some point during the interminable hold, the call was dropped
(either by Verizon or my AT&T-powered cell phone) and I called back,
starting over again. I explained my issue to the new rep (#4), and
asked to speak to a manager. She agreed, and sent me to… a brand
new service rep (#5), not a manager, who delivered the punch line:
"I'm sorry, we have no record of your phone number."

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