Whatever happened to the customer is always right?

[bntlyclg89]

. Also, fyi, Verizon and AT&T are the same company now, so not sure that will make a difference to switch...

Not true, not only are they not the same company they use two totally different platforms for calls.

 

[bicker]

I suspect 2girlsmom was confusing Verizon with Cingular, which is now merged with (and took the name of) AT&T.

 

[merryweather20]

Wouldn't be surprised if your motivational speaker had never worked retail. I agree, customers should be treated with respect, but so should the person assisting them. And normally when people are dropping the line, "the customer is always right", that isn't happening.

Nice try. If the service rep is nice I don't care how long it takes to fix the problem. People start yelling because the service rep didn't listen to reason in the first place.

Two weeks ago I had to call because service to my land line always goes dead. The rep couldn't imagine why I'd want dial-tone EVERYTIME I picked up my phone.

 

[txaggiemomof3]

I have Verizon and have gotten those data charges from time to time, too. It's very annoying. It is VERY easy to accidentally press a button on my phone that pulls up the internet. When I've done it before, I shut my phone before anything could even download but still get the charge. There should be a secondary button you have to push asking if you want to connect to the internet (or for anything that will incur an extra charge). I ended up blocking texting and internet on our phones a few months ago and don't think I've gotten any data charges since. I wonder how much money they make off of all of those 1.99 charges?

 

[VickiVM]

We have Verizon for me, my DH (bberry) and 2 of my children. We do get the $1.99 on the kids phones from time to time. Here's what I learned:

If you have a game downloaded, they will charge if you add extra 'levels' that did not originally come with the game. Similarly, if you have like guitar hero (or something similar, not sure if it's called the same on the phone), it comes with certain songs and any add'l songs added gets the MB usage added.

Ringtones sometimes cost MB depending where they come from.

Check with any social networking you have that will give you updates via your phone - it may be an extra MB fee.

I suspect the $1.99 are not fake charges (I used to think they were), but hidden charges that we're not aware of because we don't think twice about how we use our phone. What I tell my kids is that just because you CAN access something on the phone, doesn't mean it's free.

 

[bicker]

Yes, very insightful, Vicki.

 

[2girlsmom]

I suspect 2girlsmom was confusing Verizon with Cingular, which is now merged with (and took the name of) AT&T.

Yes, Cingular is merged with AT&T, but I just got a letter from Verizon regarding the fact that AT&T and Verizon are also merging this past week and explaining what effect it will have on my existing plan/phone.

 

[bicker]

There is no way, at this time, that AT&T and Verizon would be allowed to merge.

Are you sure you're not referring to Verizon off-loading some wireless customers? They were ordered to do so, by the government, and in response, they sold some of their wireless assets to AT&T in early May.

 

[Scurvy]

Yes, Cingular is merged with AT&T, but I just got a letter from Verizon regarding the fact that AT&T and Verizon are also merging this past week and explaining what effect it will have on my existing plan/phone.

I suspect the letter was in regards to this: http://www.xchangemag.com/hotnews/att-takes-over-verizon-wireless-subs.html

Basically, At&T bought licenses, network assets and subscriber accounts from Verizon. Most of those used to be part of Alltel. Verizon and AT&T are not merging, however. They are still competitors.

 

[dalt01]

When I worked in customer service for a bank years ago, we had a motivational speaker who said, "The customer may not always be right, but the customer is ALWAYS the customer." In other words, they can be wrong, but must always be treated with respect.

respect????? surveys are often wrought with trick questions to get the truth. for example. a 100 page survey.(these question numbers are not accurate just as examples) question 5. are you honest, a resounding YES. question 20. is it ethical for your car dealer to lie to you. NO, by all. question 95. after they have long forgotten about question 20..... is it ok to lie to your car dealer about your trade in? almost everyone answers YES.

 

[ReneeA]

I also received 2 separate charges of $4.99 for an upgraded data service from Verizon that I had not requested.

I received a text on my phone (and I only get about 10 texts a month on my phone) that I was being signed up for this data service. I ignored it, but then noticed that my bill was about $10 higher that month. I sent a note, they told me it was something I had requested (I didn't - only use my phone very rarely) then I asked that the charges be removed, and then blocked.

I'm keeping an eye on it.

 

[Lorix2]

[

Has anyone else had problems with data charges they didn't make? I've also had problems with them suddenly dropping my son's texting plan and trying to charge us for all of his texts.

Thanks for letting me vent.[/QUOTE]


Yes! Just today I noticed on my bill, which is unlikely because we have 4 lines with Verizon and all texting and downloads are blocked on the line it's being charged on.

I'd like to know how they'll explain this one. I'm going to call them tonight.

 

[happygirl]

Verzion just bought Alltell

 

[Morganpics]

I worked in retail for a LOOONG time and I can tell you, the customer is most definitely not always right. But this seems like a different circumstance. Cell phone companies are the devil.

My DD worked retail and would most definitely agree! She used to tell me she could handle being sworn at and pointed at, but she would draw the line at being poked and spit on! More times than not, though, her supervisor would side with the customer, just to keep them happy.

 

[NotUrsula]

We have Verizon for me, my DH (bberry) and 2 of my children. We do get the $1.99 on the kids phones from time to time. Here's what I learned:

If you have a game downloaded, they will charge if you add extra 'levels' that did not originally come with the game. Similarly, if you have like guitar hero (or something similar, not sure if it's called the same on the phone), it comes with certain songs and any add'l songs added gets the MB usage added.

Ringtones sometimes cost MB depending where they come from.

Check with any social networking you have that will give you updates via your phone - it may be an extra MB fee.

I suspect the $1.99 are not fake charges (I used to think they were), but hidden charges that we're not aware of because we don't think twice about how we use our phone. What I tell my kids is that just because you CAN access something on the phone, doesn't mean it's free.

Absolutely, but all of those things require action on the user's part. When it gets hinky is when the PHONE accesses those features by itself, with no direction from the user. I've found that the most common situation like that is some feature that you would THINK would be an opt-in, but is actually defaulted to opt-out; they set you up with it automatically unless you tell them NOT to. (Not speaking specifically of Verizon in this regard, I think ALL phone companies do it.)