Friday, December 9, 2011

An Open Letter to Verizon HSI

Dear Verizon,

Thank you so much for the restoration of my internet and phone service. I know that each is actually a luxury and I, who should be simplifying my life, too often take them for granted. Your plan of making me appreciate what I have by intermittently and unpredictably taking away my various services really has made me more aware of my position of privilege in the Western world. You have reminded me of the empathy which I should have and for that I thank you.

You have also rekindled my love for my family. Long winters evenings with neither internet nor phone have led us to band together - not just in opposition to you but in sincere affection for each other. We have rediscovered the lost art of watching basic cable.

But I would like to ask one small favor while I cruise the web at a speed 20 percent slower than I'm paying for. This fix took a month to effect. It took 4 visits from technicians, a new modem when the problem was outside the house, countless hours on hold and speaking with uninformed service reps and a series of nasty emails to everyone on the "leadership" website from the CEO on down.

How about (because, remember - I went through this same thing 8 months ago and 2 years ago) you just write down whatever you finally did that has me (relatively) back up and running so that you can jump to that solution next time and I can learn life lessons from some other corporation.

Dan Rosen

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