An open letter to Ivan Seidenberg.

Ivan,  it's been a long time since i've been a customer of Verizon/Nynex/NY Telephone.

And - given today - I remember why.

You may not remember,  but when we met in your office at NYNEX almost 12 years ago,  you told me that the hardest thing about running the company was getting employees to think like they were in a competitive business,  not a utility.   That made sense then,  and I've seen you work hard to create products,  improve service,  and change the attitude of what is now called Verizon.

Well,  not so fast it appears.

It all begins when we decided to give Verizon another chance,  and shift from business VOIP back to Plain Old Telephone Lines (POTS) and a spank'n new Verizon DSL line.

So,  here's the offer:

Ok,  seems reasonable.  We've been happy with Vonage, but frankly - when we do conf calls and such Skype can a bit wonky -so it seemed like Verizon had created a reasonable product,  and a reaonsable price,  with a single point of contact for support and such.

And here's the exchange with the Verizon Sales Rep:

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On Jul 11, 2008, at 9:12 AM, mary.k.springer@verizon.com wrote:

Hi Pam

I spoke to you yesterday about new telephone service. I just called and left you a message. I have an order in the system N2YS9037 on hold . You were contemplating a 1 or 3 yr term commitment for 2 new lines w free Caller ID and Unlimited calling on the main line and 7.1/368 Dynamic DSL Internet service. The one yr term is $162 monthly plus taxes and surcharges. The 3 yr term is $151 plus taxes and surcharges.

Please reply to my email and let me know.

Thank you,


Mary Kay Springer
Verizon GBS

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07/14/2008 09:51 AM
Hi Mary,

I'd like to order the service:

2 new lines w free Caller ID and Unlimited calling on the main line and 7.1/368 Dynamic DSL Internet service.
3 year contract.

Also, I'd like to order an additional line, but transfer my existing number to it. Does that incur any additional costs?

I'd like to schedule this installation ASAP.

What do we need to do next?


Pam

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On Jul 14, 2008, at 10:04 AM, mary.k.springer@verizon.com wrote:

Hi Pam

Would you like an 8-12 or 1-5 appointment? I can do it as early as Wednesday. Also, did you want the dsl on the main line or 5863?
For access would I use your name and number?

Thank you,

Mary Kay Springer
Verizon Customer Care

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On Jul 15, 2008, at 12:57 PM, mary.k.springer@verizon.com wrote:

Hi Pam

Your order is in the system with a Due Date tomorrow.

The 3 lines are 212 268-XXXX, XXXX, &XXXX.

The DSL is going to go on line 5863. The DSL department will email you to give you their installation date which is going to be free of charge.

Thank you,

Mary Kay Springer
Verizon GBS

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07/15/2008 01:03 PM

Hi Mary,

I need the DSL on Wednesday.

I was not told that it was a separate install.

Based on our service being installed on Wednesday, I initiated our office move for Thursday. The DSL must be functioning then.


Pam

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On Jul 15, 2008, at 1:34 PM, mary.k.springer@verizon.com wrote:
Hi Pam

I'm sorry this is my fault. My manager brought it to my attention when doing a New Service order w DSL it is necessary to push the Due Date out 3 business days which would have been Friday.

I issued a Due Date Wednesday 7/16.

Would you like me to reissue the order with a Due Date of 7/18.

Mary Kay Springer
Verizon Customer Care
800 441-7406 x 4075

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From: Pam
Date: July 15, 2008 1:42:55 PM EDT
To: mary.k.springer@verizon.com
Subject: Re: Telephone Service

Hi Mary,

No, I cannot wait until the 18th. We have to be functioning by 8am on 7/18/08

I need it installed ASAP. I could push it to the 17th (our moving day) but no later.

This is really a problem for us and affects our ability to conduct our business.

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Jul 16, 2008, at 1:52 PM, mary.k.springer@verizon.com wrote:

Hi Pam
I am in a training class this afternoon until 4:30. Did the DSL department give you any escalation numbers on their email to you such as:

888 427-1405
888 649-9500

Your order N2YS9037 for new service is due today. I don't show it complete yet. I believe to escalate the DSL the service order for telephone service needs to be complete.

I will make my manager aware of this. If you aren't able to get anywhere w the DSL department you can call 890-6464 and request my manager Marianne Anderson.

Thank you,

Mary Kay Springer
Verizon GBS

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From: Pam Yoder <pam@magnify.net>
Date: July 16, 2008 3:47:21 PM EDT
To: "mary.k.springer@verizon.com" <mary.k.springer@verizon.com>
Subject: Re: Call

Mary,

I cannot get anyone on the phone to help get this done. Please I need to talk to someone who can help!

You never told me the DSL install was seperate. I am really in a bind now.

There must be someway to get this done. Is there a work around or anything to get some sort of Internet in? Anything? Help !

Pam :-)

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From: volbusiness@verizon.com
Date: July 16, 2008 6:12:59 PM EDT
To: PAM@a56789
Subject: Important: Verizon High Speed Internet for Business Order Acknowledgment

Dear PAM,

Thanks for choosing Verizon High Speed Internet for Business.

Your high speed Internet Service is scheduled to be activated on 07-24-2008 (Service Ready Date).

We'll keep you updated about your Order by e-mail. You can also check the status of your Order online at http://www.verizon.com/businessdslstatus.

Here's a quick recap of your Verizon High Speed Internet for Business Order:

Verizon High Speed Internet for Business Line Number Requested*: 212-268-5863
Requested Line Speed**:     7.1M/768K

Service address:

Address:    135 W XX
City, ST Zipcode    MANHATTAN, NY, 10001

Equipment shipping address:

Address:    135 W XX
City, ST Zipcode    New York, NY, 100015104

* One-year contract required.

** Maximum connection speed. Actual speeds will vary and may be lower.

If you ordered a Self-Install Kit with your service, it should arrive in the next few days. If the Kit does not arrive by the Service Ready Date, please call us at 1-888-649-9500.

This kit should include:

*    High Speed Internet Modem (if you have requested a modem)
*    Filters and Cables
*    Installation Guide

*    If you ordered a router, you should receive it along with your Self Install Kit.


Thanks again for your Order.

We look forward to helping you discover all that's possible on the Internet with Verizon High Speed Internet for Business service.

Sincerely,

Verizon Online

This message was sent from a notification-only e-mail address that cannot accept incoming e-mail messages. Please do not reply. Copyright 2007 Verizon. All Rights Reserved.

Mail Tracking Id : 1123236837

========================================================================================================


From: volbusiness@verizon.com
Date: July 16, 2008 6:10:02 PM EDT
To: PAM&^&*()
Subject: Verizon High Speed Internet for Business Service Quotation ("Order")

Dear Verizon Customer,

Thank you for ordering Verizon High Speed Internet for Business and other Internet services (the "Service"). We are pleased you have selected Verizon Online.

The purpose of this email is to confirm your Order for Verizon High Speed Internet for Business and to communicate important information about your Order that you will need to access your Service.

TERMS OF SERVICE. This email and the terms and conditions of the Order and our Service, together with Verizon Online's Terms of Service, Acceptable Use Policy ("AUP") and other related policies, collectively constitute an electronic agreement ("Agreement") between you ("Company" or "you") and Verizon Internet Services Inc. or its affiliates as set forth in the Terms of Service ("Verizon Online", "we", "us" or "our"). Your use of our Service will constitute your acceptance of our Terms of Service. The Terms of Service are available at http://cgi.verizon.net/biztos/eeula.htm for you to review.

BE SURE TO CAREFULLY READ THIS DOCUMENT AND THE TERMS AND CONDITIONS OF SERVICE AS THEY CONTAIN IMPORTANT INFORMATION REGARDING YOUR RIGHTS AND OBLIGATIONS, AND OURS, IN CONNECTION WITH YOUR USE OF THE SERVICE(S).

GETTING STARTED:

Verizon High Speed Internet for Business with Dynamic IP Service.

If you have ordered Verizon High Speed Internet for Business with Dynamic IP, we'll keep you posted on the status of your Order through email. Watch for the following emails from us:

1)    ORDER STATUS EMAIL - Lets you know the date your Service will be available (the "Service Ready Date" or "SRD"). You should generally receive this notice within one (1) business day from the date of your Order.
2)    ORDER SHIPMENT CONFIRMATION EMAIL - Lets you know that Verizon Online has shipped your equipment and software (the "Self-installation Kit"). You should generally receive this email within three (3) business days from the date of your Order.
3)    SERVICE ACTIVATION EMAIL - Lets you know that your Service is available and billing on your account has started. You should receive this email within five (5) business days from the date of your Order. Once you receive this notice, you should insert your CD-Rom from the Self-Installation Kit and follow the step-by-step instructions to complete your installation.

Verizon High Speed Internet for Business with Static IP Service.

If you have ordered Verizon High Speed Internet for Business with Static IP, we'll keep you posted on the status of your Order through email. Watch for the following emails from us:

1)    ORDER STATUS EMAIL - Lets you know the date your Service will be available (the "Service Ready Date" or "SRD"). You should generally receive this notice within one (1) business day from the date of your Order.
2)    ORDER SHIPMENT CONFIRMATION EMAIL - Lets you know that Verizon Online has shipped your equipment and software (the "Self-installation Kit"). You should receive this notice within three (3) business days from the date of your Order.
3)    SERVICE ACTIVATION AND IP CONFIGURATION EMAIL - Lets you know that your Service is available and billing on your account has started. Gives you instructions on accepting our Terms of Service, configuring your router and installing the IP addresses assigned to you. You should generally receive this notice within five (5) business days from the date of your Order.

BROADBAND ESSENTIALS & EXTRAS SERVICES:

If you ordered one or more Broadband Essentials & Extras services along with your Verizon High Speed Internet for Business Order, such service(s) will be available when your installation has been completed and you have established your user name and password. Prior to obtaining Broadband Essentials & Extra service(s) from us, you must agree to accept the applicable terms and conditions of use. You will receive an email with information and instructions for accessing your new Broadband Essentials & Extras service(s). It is important that you follow the steps provided to you to ensure your Broadband Essentials & Extras service(s) are not delayed.


IMPORTANT BILLING INFORMATION:

Billing for your Service will begin on the Service Ready Date ("SRD"). We will begin provisioning your Order promptly after we receive it.

ORDER DETAILS:

Below is your Order information. Review the Order to ensure that all information, including the Services being requested is correct. If you elect to cancel or change your Order, you must contact the cancellation department at 1-888-649-9500.

DESCRIPTION OF SERVICES:

Verizon High Speed Internet for Business Service with Dynamic IP:

1.    Our "basic" Service with Dynamic IP includes one (1) discounted modem, ten (10) Verizon.net email accounts, News Access Service, and one (1) Dynamic IP Address.

2.    Our "regular" Service with Dynamic IP includes one (1) discounted modem, your choice of ten (10) Verizon.net email accounts or three (3) Basic-level Business Email accounts (domain name), News Access Service, 20 MB of personal Web space, unlimited usage hours of our dialup mobility service and one (1) Dynamic IP Address. In addition, with your acceptance of additional terms and conditions, your Service includes a one-year registration of one (1) domain name and one (1) license of Verizon Internet Security Suite for use on (1) one PC.

Verizon High Speed Internet for Business with Static IP: Verizon High Speed Internet for Business with Static IP includes one (1) discounted modem, your choice of either ten (10) Verizon.net email accounts or three (3) Basic-level Business Email accounts (domain name), News Access Service, 20 MB of personal Web space, unlimited usage hours of our dialup mobility service and one (1) Static IP Address. In addition, with your acceptance of additional terms and conditions, your Service includes a one-year registration of one (1) domain name and one (1) license of Verizon Internet Security Suite for use on (1) one PC.

Other products and services are available at additional charge.

THE TERM COMMITMENT FOR VERIZON HIGH SPEED INTERNET FOR BUSINESS IS ONE (1) YEAR FROM THE SERVICE READY DATE (THE "INITIAL TERM").

VERIZON BUSINESS E-MAIL SERVICE AND VERIZON.NET EMAIL SERVICE ("E-MAIL SERVICE"). We will invoice you on a monthly basis, based on the average number of mailboxes in service for the previous calendar month based on the daily number of mailboxes in service (excluding any E-Mail accounts provided to you at no charge). E-Mail Service is also known as Domain Name E-mail service.

THE TERM COMMITMENT FOR THE E-MAIL SERVICE SELECTED HEREIN IS ONE (1) YEAR FROM THE COMMENCEMENT OF SERVICE.

ADDITIONAL INFORMATION:

(a)    The above offers are valid only in areas in which the Services are commercially available. You understand that the Services you have selected may not be commercially available at the rates, speeds or bandwidth set forth herein. Some telephone lines will not qualify for Verizon High Speed Internet for Business even after initial qualification. Unless otherwise stated in the Order, in addition to charges stated in this Order and related taxes, if applicable, you are responsible for:

*    Renewal of Registration fees associated with Domain Names (Registrar will contact customer directly).
*    Local telephone line charges (and toll or long distance charges for the Mobility Service if your dial-up connection is not in your local calling area or plan. Check with your local telephone provider to ensure your dial-up connection is a local call for you).
*    Equipment and software charges
*    Installation support and related charges
*    Additional surcharges, taxes, and other fees apply. These include, but are not limited to, a tax recovery fee, where applicable.
*    If your charges are billed by your Verizon local carrier, the Late Fee will be equal to the late payment charge that the local exchange carrier applies.

(b)    Move/Down-grade/Change Order Activities and Associated Fees - You may down-grade, move and/or change your existing high speed Internet service telephone number as set forth in this Order to another qualified telephone number for an additional one-time fee of $ 75.00. The Initial Term of this Order will not change as a result of such change. There is no charge if you upgrade your high speed Internet service with us.

(c )    This Order does not entitle you to any future versions or releases of such Service that we may make available during the Initial Term unless separately agreed to in writing by the parties.

(d)    You may elect to purchase CUSTOMER PREMISES EQUIPMENT ("CPE") from us. CPE purchased from us cannot be returned, exchanged, or swapped without return authorization from Verizon.

(e)    Linksys Wireless 4 Port Router w/PCI Adapter: Installation of this product requires the installation of a PCI Adapter inside your computer. Verizon recommends that you use a certified computer professional to perform this installation and that you back-up all files prior to initiating the installation process.

NOTE: By opening the package and installing the Linksys PCI Adapter you agree to assume responsibility for any and all damages or injury to your computer, data, software, files and/or peripheral equipment, as well as any personal injury to yourself or any third party acting on your behalf, in connection with the installation or use of the Linksys Wireless router and PCI Adapter.

ADDITIONAL TERMS:

(a)    This Order and all Services that may be provided pursuant to this Order is part of and is governed by the terms and conditions of the Agreement. Use of the Services you select constitutes acceptance of the applicable Terms of Service.

(b)    FINAL ACCEPTANCE OF THIS ORDER by us is subject to credit check approval, and confirmation of a valid Master Agreement accepted by you.

(c)    In the event that we are unable to complete Service activation due to delays that you cause, you will be responsible for all service charges and cancellation fees accrued.

(d)    MODEM. The modem supplied may be a new or fully inspected and warranted return unit.

(e)    ONTIME GUARANTEE. Where Verizon High Speed Internet for Business is available, Verizon Online will activate Service with Static IP within 10 business days and Service with Dynamic IP within four (4) business days from Verizon's acceptance date of Order and/or an approved contract. Otherwise contact us at 1-888-649-9500 to receive a credit on your first full monthly Service recurring charge. Applies to self-installs only.

(f)    DOMAIN NAME SERVICE is not available in all areas. Domain name availability is limited and not guaranteed. Domain name registration is limited to the following extensions: .net, .com and .org. Acceptance of Verizon Terms of Service required. Additional name registration and transfer fees may apply.

(g)    The Service Level Guarantee as set forth in the Master Agreement is not provided for the E-mail Service accounts offered to you at no charge or for additional Basic Level Email accounts purchased by you.

(h)    Verizon Internet Security Suite. Based on the Verizon High Speed Internet for Business package selected, Internet Security Suite for one PC is included. Acceptance of separate security license agreement required. Verizon Internet Security Suite service helps protect against most intrusions and Internet viruses, but no security service can provide absolute protection.

(i)    We reserve the right to revoke or amend this offer at any time, with or without notice.

We appreciate your business and look forward to having you as a satisfied Verizon customer for a long time to come.

Thank you for choosing Verizon Online.

This message was sent from a notification-only e-mail address that cannot accept incoming e-mail messages. Please do not reply. Copyright 2007 Verizon. All Rights Reserved.

The remainder of this page is intentionally left blank.

Mail Tracking Id : 1123230917


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So,  what can we learn from the above emails?

First of all,  there is no such thing as an 'untrained' customer service rep,  as they all work off of scripts.  So the idea that she didn't know that the install of the DSL and the POTS lines were going to be days apart is nonsense.   Second,  if you read - even as she's pushing out the install date to the 18th,  the computer is targeting the install date of the 24th in the email - so the automated system knows that there's no chance that the DSL is going to be installed.

Why would Verizon do this?  Because the marketing department is trying to sell 'bundles' of services,  and the idea that DSL and POTS are run by different divisions, don't talk to each other,  don't instal together,  and in fact don't like each other would be VERY scary to customers trying to do business with one company.  What about FIOS -  ugh.  What about Verizon's TV service.  Double ugh.

What's most troubling is that Verizon says:  We'll install wednesday and then,  we'll have the DSL folks call you to schedule an install AFTER the order is taken.  This is flat out fraud.

When I spoke to a customer account REP and asked her,  "What would you do in my shoes"  she said:  "I wouldn't have moved until the DSL was installed."  Nice. What she's saying is,  don't trust us,  we lie.  Yup.  True enough. 

BTW,  anyone who can read the Verizon 'bill' above and deciepher what FREE and the $99 and $79.95 charges and the (Truck Roll) listings are - you win a prize!.

Tomorrow,  Verizon Battle - day 2.  We shall see if DSL shows up,  but i'm not holding my breath.

If you stand back and look at the environmental issues facing the world - they're not likely to be solved by a single group or discipline. Let's take energy for example. There's a powerful movement to rethink how we both generate and consume energy. The environmental movement is focused on changing behaviors, and changing laws. This is a good thing - of course. But once we've all changed our light bulbs and handed over our gas guzzlers for public transport and bicycles, it's pretty clear that the impact of even pretty radical conservation isn't going to be enough to change the fast moving impact of global climate change. It's pretty clear that cars aren't going to go away. And in fact cheap gas burners are cropping up fast in India and China, making any sacrifice we might make in the so-called 'developed' world pretty much moot. And that doesn't even begin to touch issues like coal. So, where are the technologists on all that? Well, for sure they're on it. Venture Capitalist John Doerr gave a very moving talk at a recent TED conference about the dangers facing the world, and clearly the Venture community and the Tech community are looking to fund and deploy new energy solutions in solar, wind, battery tech and other more esoteric solutions. But you don't get the sense that they're all on the same team. It's hard to imagine the almost anti-business Environmental Movement and the Pro-Capitalist 'Green Tech' folks in the same room. They're are related, but not aligned. And that's frightening. Then you add politics. The Bush administration, we've just found out, has been sitting on a Global Warming report that was authored and ready to be released in 2004. This is shocking, whatever you think about the past 8 years. It wasn't until Al Gore put images of Polar Bears on melting ice flows in movie theaters that the public came to understand what scientists and government officials had know for far longer - that there was no 'debate' about Global Climate Change. There isn't any scientific puzzle to be solved. There isn't any question about what is happening. We're melting the planet. And it's accelerating. George Bush has children, and will presumably have grandchildren. It would seem that virtually any living creature would have some survival instinct that would kick in and supersede the need to feather their own nest with dollars from industrial donors and petro-chemical companies. So, the question remains - does Bush honestly think that Gore and his fellow Climate Change scientists are all somehow in league with a cabal of anti-business activists? Or does his faith tell him that our irresponsible environmental behavior will somehow bring home to roost cataclysm that is part of Gods plan. It's hard to imagine just what he's thinking.  Let's presume that someone else will be in the White House come January. Will this person be enlightened enough to declare a global emergency? It seems like issues like the economy, Iran, even Iraq will pale in comparison to the 8 years we've allowed the climate crisis to go without any significant effort. To be fair, it is not as if the Clinton Administration did much more - despite Gore's long standing knowledge and concerns.

It seems so clear. Politics must lead. Technology must innovate. Environmentalists must create social change. And they must work together. Across boarders. Across political divides. Across cultures. So, why isn't this happening? Politics appears to be unable to rally citizens to do anything unpopular or that requires personal sacrifice. Technologists are funded by - and motivated by profit - which may well make many of the pieces of the solution impossible to implement. Environmentalists seem more about opposition than innovation. So - there's an opportunity for global leadership. There's a role for an American President to do something bold. I've crossed my fingers. I'm holding my breath. But there's lots of reason to be pessimistic.

Policits+Tech+Activists playing nice just doesn't seem like its in the stars.

I hope I'm wrong.

photo by: saratoganow.com