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Verizon Can't Do Math
Blogger George Vaccaro recently had a problem with his Verizon based on an unfortunate miscommunication of currency. The crux of the matter was that he was quoted .002 cents per kilobyte for data during a trip to Canada but was charged .002 dollars. Normally this would have been an easy fix, however several humorous calls later the Verizon reps still were unable to discern between the difference between the two rates. You really have to hear it to believe it. Kudos George, you have the patience of a saint.
Did you listen to the tape? If some one keeps quoting you 0.002 CENTS/KB what more can you do? Its up to verizon to train their staff to understand their own rates. Yes it seems like a mistake. But its on verizon. This guy did the smart thing and had the staff memeber write down that they had quoted him right. Also if you actually listen to the call you'll know that he said he had no comparison to base this off of, because he is on the unlimited plan. So yes he thought it was cheap, but thats no excuse for FIVE (TWO that we heard actually quote the price) quote the wrong price repeatedly. You simply can't defend Verizon and say this guy set out to swindle them.
According to his blog, Verizon has contacted him and said they'd waive half of the data charges. They still don't get it.
To be more specific, type this into google:
.002 cents per KB times 35893 KB
It's nice that he recorded the conversations. What he needs to do next is write a letter (not an email) and mail it to them explaining the problem, specifying a date that he expects it to be resolved by, and state that he requests a confirmation letter be sent to very that the bill has been corrected. Document everything. Write down dates, times, phone numbers called, and names. If that doesn't work, follow up with a second letter stating that you feel they are not acting in good faith, give a second date for them to comply, and add at the bottom that the letter is being CC'd to the Public Utilities Commission. Then forward a copy of the two letters to the local PUC with a a cover letter explaining the problem and asking that they investigate. Phone companies HATE the PUC and they will jump when you mention them.
Every time I've had an issue with the phone company this always resolves it. I've only had to write to the PUC about a company twice. Usually mentioning the PUC to the company will wake them up without you having to write a letter.
Slashdot: Failed Car Analogies. Amateur Lawyering. Anecdote Battles.
This is about 16 minutes in:
.002 dollars and .002 cents? .002 dollars.
George: Do you recognize there is a difference between one dollar and one cent?
Andrea: Definitely.
George: Do you recognize there is a difference between half a dollar and half a cent?
Andrea: Definitely.
George: Do you therefore recognize there is a difference between
Andrea: No... There's no
George: Of course there is.
We know where leadership by an anti-intellectual "strongman" who scapegoats minorities and likes boisterous rallies goes