Verizon Makes Offering Service Blocks a Fireable Offense 370
Presto Vivace sends in a report from David Pogue at the New York Times, who learned from a Verizon customer service representative that the company has implemented a policy of punishing employees who suggest certain service blocks to customers looking to avoid unwanted or accidental fees. According to the representative, offering (for example) a web access block or premium SMS block without the customer asking for it can now lead to a reprimand or outright termination. The CSRs have also been directed to avoid issuing credits for such charges. "Essentially, we are to upsell customers on the $9.99 25mb/month or $29.99 unlimited packages for customers. Customers are not to be credited for charges unless they ask for the credit. And in cases such as data or premium SMS, where the occurrences may have gone months without the consumer noticing, only an initial credit can be issued."
Customer Service (Score:5, Funny)
Customer Service: We're not happy until you're not happy.
This just in: (Score:4, Funny)
Phone companies are assholes.
Film at 11.
Re:This just in: (Score:5, Funny)
Phone companies are assholes.
Film at 11.
I would rather not see film of their asshole, thank you very much.
Re:Surprise? (Score:5, Funny)
Customer: I'd like to block all of your special services on my Verizon account.
Verizon CRS: Oh, OK.
Customer: In writing? You're a phone company!
Verizon CRS: Not just a phone company - we offer many extra wonderful and expensive services.
Customer: But I don't want any of those extra wonderful and expensive services.
Verizon CRS: I'm very sorry to hear that, but I can't hear you. You'll have to submit that in writing.
Customer: Are you kidding me?
Verizon CRS: No sir. We take our billing practices very seriously. Did you know that blocking all special extra wonderful services includes blocking all incoming and outgoing calls?
Customer: What?
Verizon CRS: Yes, those are part of the 'Premium Call Package'.
Customer: What does the 'Basic' call package include?
Verizon CRS: The opportunity for us to offer you many special extra wonderful and expensive services.
Customer: But I don't want those!
Verizon CRS: Submit your request in writing. Please allow 6 - 8 weeks for processing. There is a $9.99 charge for terminating each of our many special extra wonderful services. Thank you for calling Verizon.
Re:GSM which band? (Score:3, Funny)
Yes, this use of different standards is done in the name of competition, so that the customer has more choice and can receive better service than if the FCC arbitrarily picked a single wireless standard that all of the companies needed to use.
Once again, free enterprise saves the day and makes your life a little better/easier!
Re:Surprise? (Score:5, Funny)
This Verizon policy is just like in the Incredibles! People working there will have to find ways around it...
MRS. HOGENSON: [sobbing] I'm on a fixed income, and if you can't help me,
I don't know what I'll do. [blows nose loudly] [sobbing]
BOB: All right, listen closely. I'd like to help you, but I
can't. I'd like to tell you to take a copy of your policy to Norma Wilcox
on...[whispering] Norma Wilcox. W-l-L-C-O-X. On the third floor. But I can't. I
also do not advise you to fill out and file a WS2475 form with our legal
department on the second floor. I wouldn't expect someone to get back to you
quickly to resolve the matter. I'd like to help, but there's nothing I can do.
MRS. HOGENSON: Oh, thank you, young man.
BOB: Shhh! [shouting] I'm sorry, ma'am! I know you're upset!
[whispering] Pretend to be upset.
MRS. HOGENSON: [sobbing]
Don't freak out, Slashdot (Score:5, Funny)
"I mean come on those things are cool, we want to sell them too...we can treat customers just as poorly as AT&T...watch this!!!"
Dear Verizon customer service (Score:4, Funny)
I'm being followed by about a hundred people, all wearing Verizon network [techgeist.net] uniforms, and they're all sending me text messages.
Please block my SMS.
THX
--
Toro
Re:Rife (Score:4, Funny)
I've met your twin. Customer service was incapable of doing anything more than running through their meaningless checklist, and were completely stymied when I informed them that I didn't have a Windows computer in the house. I finally got hold of a guy who was able to ask pertinent questions, and fix my lack of DSL. I wrote his name down, and I always ask for him when I have any reason to call.
Funny thing is, he isn't customer service anymore. He's been promoted to a a manager's position.
I'll give credit where credit is due though. Today, my DSL provider has something there for the reps. If you call in, tell them that you have a Mac or a *nix box, they turn their little pages to the chapter titled "Mac users" or "Linux users". The support still isn't much, but at least they know how to "escalate" a problem.
Parenthetically - WTF is it with escalating a problem? I want a problem SOLVED, not escalated. I'm not fighting a band of rebels in the jungle, and I don't need artillery called in, with an airstrike. I just want the damned server rebooted, or the networking services on the router restarted, no escalations please.
Re:Surprise? (Score:2, Funny)
"Complaints I can handle. What I can't handle is your customers' inexplicable knowledge of Insuricare's inner workings. They're experts! Experts, Bob! Exploiting every loophole! Dodging every obstacle! They're penetrating the bureaucracy!"
Re:Surprise? (Score:3, Funny)
the EVP of sales didn't respond to her own email mail... she sent it to a lackey
If anyone wants this EVP's contact information...
So, you're saying if we want to get in touch with the EVP's lackey, you'll send us that contact information?
Re:Rife (Score:2, Funny)
That time I insisted, and my rep managed to grab a manager who was 'walking by'. Yeah right.
Better than the one I heard where the rep failed to mute the phone and the customer heard him say, "Who wants to be my supervisor for a few minutes?"