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Geek Culture / Verizon customer service not so good at math?

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Izzy545
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Joined: 18th Feb 2004
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Posted: 11th Dec 2006 02:57
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http://www.consumerist.com/consumer/clips/verizon-doesnt-know-difference-between-dollars-and-cents-220362.php

I can't believe they couldn't understand that .002 dollars is not the same as .002 cents.

2 thousandths of a dollar vs. 2 thousandths of a cent. Seems pretty basic to me!

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Matt Rock
19
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Joined: 5th Mar 2005
Location: Binghamton NY USA
Posted: 11th Dec 2006 03:44
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I'm not shocked, as far as I've known and seen they have the worst customer service in the cell phone world. I don't think I know a single person who hasn't had a billing problem with them, or hasn't had some issue with returning a phone. Their service sucks so bad even Radioshack stopped carrying them and replaced them with Cingular. Bah to Verizon!

Did anyone notice that everyone who sells a Razr says there's is the best, even though they're the same dang phone? Verizon, Cingular, and All-Tel, they all have Razr's, and they're all fundamentally the same phone. So I hate it when they're like "The Razr, ONLY at Verizon." Not true!


"In an interstellar burst, I'm back to save the universe"
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TKF15H
21
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Joined: 20th Jul 2003
Location: Rio de Janeiro
Posted: 11th Dec 2006 04:06
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Since when are the words of a salesman supposed to be true?

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Osiris
20
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Joined: 6th Aug 2004
Location: Robbinsdale, MN
Posted: 11th Dec 2006 06:58 Edited at: 11th Dec 2006 07:00
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Lol I would have explained it better:

<convo>
Me: If i broke one of your fingers would it be the same as ten?
Rep: Um...yea...
Me: Ok...no it would not.
Rep: Right. What did I say?
Me: Never mind that. So if I broke one and not ten that would be .1 of the total and ten would be a whole 1, are you still with me?
Rep: Yea.
Me: Ok, so 1 is bigger than .1 right?
Rep: Yeah I guess...
Me: Good boy...so same could be said about a dollar right, ok im just going to assume you said yes. Anyways .002 is bigger than .00002 ok.
Rep: Right...I think.
Me: *click*

There I would have hung up to call their corporate headquarters.
</convo>

That would have been great...but seriously he must have had the patience of a god.

<EDIT>
What the hell does Helio want us to call their phone anyways, because they don't want us to call it a phone?
</EDIT>

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Izzy545
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Posted: 11th Dec 2006 07:07
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Quote: "What the hell does Helio want us to call their phone anyways, because they don't want us to call it a phone?"


Lol, now THAT is a good question. I've never really thought about it.

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Osiris
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Posted: 11th Dec 2006 07:09
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Maybe just...

"Wow look at my hand held cellular communication device...which is not in anyway less cool than a "phone" or whatever you call it..."

Of course you'd have to say that every time someone asked you what that thing your holding in your hand is.

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BatVink
Moderator
21
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Joined: 4th Apr 2003
Location: Gods own County, UK
Posted: 11th Dec 2006 10:42
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Mmmm...at least my problem with Amazon was computerised, not the work of a human being!



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Saikoro
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Location: California
Posted: 11th Dec 2006 14:56
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It's just a matter of opinion anyway.


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Fallout
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Joined: 1st Sep 2002
Location: Basingstoke, England
Posted: 11th Dec 2006 15:18
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Unfortunately they put monkies in these call centers and then sometimes get them to deal with issues beyond their tiny little minds. This is a good example.


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Peter H
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Location: Witness Protection Program
Posted: 11th Dec 2006 15:35
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my dad called the verizon customer service because he's selling a pda/phone combo on ebay, and somebody wanted to know what the limit was on the size of the SD card...

all they could tell him was this...
Quote: "Well, you can buy a 1 gig SD card as an accessory so that must be the limit"


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bitJericho
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Location: United States
Posted: 12th Dec 2006 19:58 Edited at: 12th Dec 2006 20:05
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Quote: "my dad called the verizon customer service because he's selling a pda/phone combo on ebay, and somebody wanted to know what the limit was on the size of the SD card..."


Why do people always think that customer service is a tech manual? I work in customer service and let me tell you, I have no idea the difference between model train x and model train y, other than what's listed on our pages

If you need to find this stuff out, CALL THE MANUFACTURER!

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Matt Rock
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Posted: 13th Dec 2006 00:33
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Some customer service people are good though. What I always found mysterious: If you call Sony support for a Vaio problem, the people talking to you are morons. But if you call for a Playstation problem, they know exactly what they're talking about and how to fix your problem. Here's an idea for Sony: combine them! Or offer the same training to your Vaio people as you would to your PS people! As much as I love Sony, their customer support leaves quite a lot to be desired.


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Torsten Sorensen
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Location: Seattle, WA
Posted: 13th Dec 2006 02:39
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Lmfao!

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alex 1337
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Posted: 13th Dec 2006 03:06
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@ Jerico2day

You guys are the ones that are responible to get the answers to us. The least you should do is to honestly answer: "I don't know" not give the comsumer a stupid answer.
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bitJericho
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Posted: 13th Dec 2006 05:02
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Quote: "@ Jerico2day

You guys are the ones that are responible to get the answers to us. The least you should do is to honestly answer: "I don't know" not give the comsumer a stupid answer."


You're exactly right, I don't know about other places, but where I work I was trained that it's ok to say "I don't know, but..." and then use "I can find the manu for you" or "lemme look that up".

I just got to be a producer, drink champaign until I puke! DRINK CHAM-PAIGN TILL HE PUUUKES..
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Hobgoblin Lord
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Location: Fall River, MA USA
Posted: 13th Dec 2006 07:30
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Well the general problem with most customer service now is it has been outsourced to call centers that have nothing to do with a product.

I spent years at AT&T customer service, we had 13 weeks of training before we were allowed to take call#1 and the next 3 months were closely monitored and a large portion of those calls would have a manager or long time rep sitting jacked into the phone with you.

If we had a new product come out, even something as simple as a new calling plan you usually got a full day of training or more to make sure you understood everything about it and how it may apply differently in the 50 states etc.

Of course buisness is about the bottom line so all our union offices got closed as we hired centers first in the US then later India to handle the calls. These people get no real training, whatever corporartion is hiring them lays out some objectives then the call center owners decide how they can best profit from it and get people taking as many calls with as little training as possible.

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enablerbr
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Posted: 13th Dec 2006 08:18 Edited at: 13th Dec 2006 08:18
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i found that funny. the guy explains it very clearly. how they are wrong. yet they will not move from their mind set. maybe he should have written to them showing the difference between the two figures.
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