Verizon Makes Offering Service Blocks a Fireable Offense

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."

Comments

T-mobile is great in this respect

[Anonymous Coward]

T-mobile, say what you will about its coverage. But it has excellent customer service. They voluntarily suggested these blocks, and they have lower rate plans for people out of contract who don't need subsidized phones. As the market is saturated, most people who want cell phones got them. Those who don't need/want premium service are happy with their two or three year old phones. T-mobile, and others who are offering lower rate plans without phone subsidies are going to retain these customers. And the nickle and dimers like AT&T and Verizon would find it difficult to peel off customers from them.

Re:T-mobile is great in this respect

[ZosX]

I second this. I have T-mobile and while their android phone selection is kind of sucking right now, I can still get away with wireless tethering for free and they have one of the largest caps (10 gigs). I've easily blown through 2-5 gigs already this month. They also just boosted their speeds locally and I'm now pulling like 2.5-4mbps, which is a lot better than the 1mbps I was getting previously. Don't know when I'll start to see speeds over 5mbps, but I should probably upgrade to the latest radio. The worst they do to the people that exceed their caps is drop them down to edge, which still at least leaves their phones somewhat usable. Every other provider wants to nickel and dime you to death. Boost is good for cheap phone service, but their network is terrible and nowhere even near edge quality. I'd feel pretty bad for anyone that bought their proposed android phone. Its going to be rather painful. Seems like sprint is content to milk the old nextel network for all its worth.

DIY

[audubon]

You can go to verizonwireless.com and add (or remove) the blocks yourself (note: some of the links are found at the extreme right or bottom of the page):

Account -> Plan -> Set Usage Controls -> Add/Remove Blocks

• Block Ringback Tone Purchase
• Block Premium Messaging
• Block V CAST Music
• Block Premium Animated Messaging
• Block Mobile Web
• Block Web Purchases
• Block V CAST Video Clips
• Block Application Downloads

Re:Customer Service

[Widowwolf]

Do you realize on average about 1 every 2 months there are changes to multiple things such as the privacy policy, contract and a number of other things that, if you don't agree with the changes, you can terminate your service without paying the fee. People don't pay attention to their bill so they don't realize when these things happen. Same thing for credit cards. They are basically changing the contract, which if you do not agree to the new contract, you don't have to live with it, and they can't make you pay for it.

Re:Customer Service

[Widowwolf]

Basically if you get your bill and notice there is a change to ANY part of the contract or service agreement(Such as trying to force you to a different plan or changing procedures for billing) This is a change to the original contract you signed with the carrier. Look for your provider to bury changes to Terms of Service with your bill. Quite often providers modify their service plans, much of the time the modification is a benefit. It doesn't matter, this voids the previous contract. Read the small print on those inserts included with your bill, it will spell out that you have 30 days (may vary on where you live) to cancel your contract with no charge simply because they changed the contract. Pay attention to how it tells you to cancel because sometimes that's very important. But remember if you pay that bill before this, most time it is look at as if you agree to the new changes and henceforth the new contract.