Really. It is SO much easier online!

I have to admit I feel a little guilty for finding Verizon Online Support such an constant target for ridicule. Unfortunately they make it far too easy. Truth be told the whole concept of Online Support is so far a failed endeavor for most business I have had dealings with. Or maybe it is just personal incompetence.

Though from what I can see it is pretty much a universal issue. Doing things online, though expressed as a way of making thing easier for the customer, is actually designed to ensure less of a burden on payroll. By doing things online it makes the customer think they actually have a chance of doing things by themselves, and they will be less likely to expect a quick resolution when they have to wait in line for the one actual human rep available that can REALLY do what they want. Or so it seems to me.

""As I have noted in several previous posts (just use the hand dandy search feature somewhere over there → and search for Verizon), I have yet to successfully do ANYTHING using My Verizon, which is a website supposedly devoted to allowing the customer the convenience of managing their own services. No matter what I do, I ALWAYS end up having to call. So much for convenience.

The last thing I tried to do was to undo a text block on my mothers phone. Sounds simple right? Well after much searching (including following the directions of a video tutorial on how to do things), I finally accidentally ended up to what might potentially be the right place. Said spot having nothing to do with the video tutorial or any kind of logical reasoning. I am still not able to easily get back to the spot on the first try.

I unchecked what seems to be the appropriate box. And got a response something along the line of "Your request has been received." And nothing more.

We still can’t text on my mother’s phone.

Guessing that there maybe is a delay in actually enabling the service (though there is not indication of this one way or another) but still annoyed nonetheless, I decided to share my dissatisfaction directly. So I tweeted directly to Verizon, generating the following tweeted conversation. Ignoring my typos, it is pretty amusing:

taochild42 Steve @VerizonAs far as I can tell, Verizon online customer service has absolutely nothing to do with servicing customers or doing things online!
VZWSupport VZW Support @taochild42 Of course we do! What concern did you have with using our online options. ^AH
taochild42 Steve @VZWSupport I have NEVER been able to successfully do ANYTHING online. I always end up having to call.
VZWSupport VZW Support @taochild42 What are you trying to do? Are you able to log into on your computer? ^AH
taochild42 Steve @VZWSupport Actually not at this very moment. At least not on goole chrome. But normally I can at least get that far.
taochild42 Steve @VZWSupport This time I just wanted to enable texting for a phone that was previously blocked. Took me forever to find the right check box.
taochild42 Steve @VZWSupport I think I reenabled the service, a day later texting is still unavailable. Our plan is unlimited texting for all devices.
VZWSupport VZW Support @taochild42 If your plan includes unlimited texting, adding & removing text blocks usually requires a representative to complete. ^MS
taochild42 Steve @VZWSupport My point exactly. Not sure of the purpose of the online service if I always have to call a representative to do it anything.
VZWSupport VZW Support @taochild42 Most requests can be completed online without speaking to a rep. If you ever need assistance contact us via twitter. ^CM
taochild42 Steve @VZWSupport In several years of using the site I have NEVER been able to do anything online. I always have to call. But thanks for trying.

I could be wrong, but I think one of the three folk I seemed to have been chatting with confirmed that I was correct!