Slashdot Mirror

← Back to Stories (view on slashdot.org)

Verizon Makes Offering Service Blocks a Fireable Offense

Posted by Soulskill on from the customer-is-always-ripe dept.

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."

3 of 370 comments (clear)

  1. Customer Service by selven · · Score: 5, Funny

    Customer Service: We're not happy until you're not happy.

  2. Re:Surprise? by AkaXakA · · 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]

  3. Don't freak out, Slashdot by fooslacker · · Score: 5, Funny

    Verizon has to figure out some way to convince Apple that is it evil enough to deserve the iPhone...I'm guessing it went down something like this.

    "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!!!"