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wow I cannot believe this.

JenniferVZRep3093

Oct 6, 2007, 11:46 AM
I am absolutely shocked that Verizon is doing nothing for the customers who endured the 2PM-8PM outage yesterday..no credits, no bonus minutes.."just apologize, it's all we can do"

wow.

Even our business customers....I also did research and there was so many huge festivities going on in the area that was affected...I have a feeling this day will be full of churn.


tsk tsk Verizon. tsk. tsk.

-Jennifer/Verizon Customer Service
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WM6user

Oct 6, 2007, 11:59 AM
Yeah, that sucks!
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nextel18

Oct 6, 2007, 12:22 PM
Why are you shocked?
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bkw79

Oct 6, 2007, 12:39 PM
Shocked? lol, her screenname is "JennyVZRep3093". Her signature again tells you her first name and that she is a VZW rep. And she comes on here to bad mouth VZW. I write all of this to say, Jenny does not work for VZW. Laughing That is a nice try though.
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nextel18

Oct 6, 2007, 12:48 PM
Laughing

I was shocked because why if she is a rep there would she blast the company.
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bkw79

Oct 6, 2007, 12:53 PM
exactly, I doubt that she works for them, while blasting them. On top of that why is her screen name"nameVZRep3093", and her signature again says the same thing. All of that sounds very fishy and odd.
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nextel18

Oct 6, 2007, 12:58 PM
Ya, you do not see that often. She wants a raise. Laughing
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bkw79

Oct 6, 2007, 1:02 PM
lol, yeah, if she really works for them(which I highly doubt) Laughing
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nextel18

Oct 6, 2007, 1:06 PM
Maybe she gets paid every time she says something bad?
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bkw79

Oct 6, 2007, 1:15 PM
haha, she should have a nice paycheck for that one post alone. That new car that she wanted won't have to be just a dream anymore.
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nextel18

Oct 6, 2007, 1:21 PM
That one paycheck would go for the first month so now when she gets the car she will bash them too. More revenue from that one.

Laughing Laughing
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bkw79

Oct 6, 2007, 1:26 PM
lol
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techie2001

Oct 6, 2007, 8:23 PM
Do you think she'll come back and say that if VZW were unionized it'd be better? :-)
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texastim

Oct 7, 2007, 12:47 PM
funny how i read comments like is this person an employee? fact is i live in dallas, if any one of you experience a 6 hour TOTAL outage for which YOU depend on service, i think you folks would be singing a complete different tune. wait until it happens to you!! that is why i terminated my local landline. because i had full faith in vzw. now i need to possibly get it back. vzw is NOW unreliable in my book. it joins the rank of ATT as far as i am concerned. WHY? cause for the outage overheated switch cards in the local irving mtso. who was watching the freaking fort??????????????? i do not expect an apology cause i/we will not ever get one. remember they are way to big for that!! looks like the geek on the commercial got lost in metro ...
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Lapdog

Oct 7, 2007, 1:49 PM
$39.99 a month divided by 31 days = $1.29 a day.

$1.29 divided by 24 hours in a day = $.05375 an hour (just over a nickel)

6 hours outtage times $.32 (yes 32 cents)

I say issue that credit and shut them up...
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just_asking

Oct 7, 2007, 4:12 PM
I am not justifying giving credit, but the posting saying it's only 32 cents, I doubt it is the money.

How many people lost money on a sale because the phone didn't work.
How many people could of died because they couldn't get hold of 911,
or the child/parent couldn't get hold of each other. Scary thought.

For the ones that say "cable doesn't give you credit if it is out" They can and have. You don't lose money watching tv, you could lose hundreds, thousandths, millions if the phones don't work.

You could lose that good deal, if you can't get hold of the seller.

I could go on! Bottom line, it's the inconvenience not the money.
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blue2kzr2

Oct 8, 2007, 10:06 AM
I say this almost daily as a computer tech;
"If the data was critical you can restore it from your backup. Oh, you didn't make one? I guess it wasn't THAT important then"

Now, in the case of using a cell phone for a critical deal.

"If the deal was THAT critical, you'd have an alternate contact plan. Oh, you don't have one? I guess the deal wasn't THAT important then"

On that note, I do rely on my VZW phone as my primary means of telecommunication, but I don't manage huge deals, I only do after-hours server hardware support (for a company on the Fortune 100 list), for which there is a backup contact at all times.

I'm not sure if I was affected by the outage, I had no need to use my phone during that time (yes, there ARE some ...
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just_asking

Oct 8, 2007, 11:56 AM
kinda simplistic isn't it. You must not have kids. You work for a fortune 100 company, they have the money to have back up communications.
most families only have 1 phone plan, and they depend on that plan.
if you had kids, you want the phone to work all the time.
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Mordikar

Oct 9, 2007, 11:48 AM
oh oh oh... you lost your CELL phone for 5 hours .. my god! how horrible.. Maybe for once you were able to drive without nearly running some one over while you were texting... This is an absolute outrage!!

VZW should refund you the last 6 months of your bills because they had a technical failure.

People welcome to the really ral world where on occaision ... things break.

Looks at VZW's track record? when was the last time an outtage like this occured? oh yeah it hasn't.

If it were ANY other cell carrier it wouldn't have hit the news because for the other carriers it's happened before and likely would happen again.

The company did issue an apology. But if you're wanting money out of it then see the math that was done above....
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JenniferVZRep3093

Oct 6, 2007, 12:49 PM
wow you're an idiot.

I do work for Verizon Wireless.

and just because I do in fact work for Verizon...does not mean I cannot form my own opinions about their choices in certain matters.

thanks.
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someone

Oct 7, 2007, 12:36 AM
You may certainly create your own opinions, but expressing anything as such in a public forum is certainly not promoting VZW integrity. Shame on you.
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dave73

Oct 7, 2007, 1:16 PM
someone said:
You may certainly create your own opinions, but expressing anything as such in a public forum is certainly not promoting VZW integrity. Shame on you.


Just because someone works for VZW, or any other wireless carrier, doesn't mean they're going to speak kindly about them all the time.
While I may not work in the wireless industry, I don't speak kindly about the company I work for called Ashland, or the parent company Newell Rubbermaid.
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someone

Oct 7, 2007, 11:58 PM
Certainly no one would like zombies without opinions working for them. However, if you went on the national news and broadcast something that you disagreed with your company about, do you think you would still have a job tomorrow? It isn't the opinion that is a problem. It is the lack of integrity and good sense to bring that opinion to someone who can make a difference as opposed to airing dirty laundry nationally. This person has neither. In addition, there is no true anonymity here. Therefore, this person may have well gone on national broadcast.
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JenniferVZRep3093

Oct 6, 2007, 12:48 PM
I am shocked because when they had the network wide problem with voicemail outages, they responded by adding bonus minutes to accounts...and yesterday there were 500 calls in que by the time I left and that was around 4...so I can only imagine it got worse..
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nextel18

Oct 6, 2007, 12:56 PM
You know if wireless carriers continue to give out free things because there are no services then it would turn that carrier into dirt. (Sort of like what Sprint has done with its customers who keep complaining) If people actually look at their coverage maps and language it says; “This map is not a guarantee of coverage, contains areas with not service, and is a general prediction of where rates and outdoor coverage …. Wireless service is subject to limitations… equipment, topography and environmental considerations also affect service… Wireless phones use radio transmissions, so we cannot provide service when your phone is not in range of a transmission site used to provide service. Even within a coverage area, there...
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LilShorty

Oct 6, 2007, 9:00 PM
Bonus minutes cost the company pennies. With T-Mobile, if network outages happen, we're supposed to offer at least 50 bonus minute depending on how long the issue has been going on and say that they're worth $20 (according to overages) but they really don't cost the company all that much, and most people don't end up using the bonus minutes, anyway. It's a nice goodwill gesture, though. And Jennifer wouldn't be the first person to disagree with what her company is doing. I've done it. I don't like that T-Mobile added 2 year contracts. They said that they were testing to see if people would be willing to go with 2 year contracts if they got a bigger discount, and I took that to mean on TOP of what was normally given with a 1 year contr...
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nextel18

Oct 7, 2007, 10:15 AM
There are clasuses to protect the company if any of these outages happen. I know that it doesn’t cost much to the carrier but if they are spending billions of dollars on the network outages shouldn’t happen but it can obviously. Companies who give to many credits are not going to fair well with customers and since VZ has a high reputation they didn’t feel it was necessary to give credits, and I agree with them. buckeyes07 did some math and he said; “ok so no service for 6 hours lets do the math...cst on a 39.99 price plan divide by 30 and you get 1.33 divide that by 24 (hours in a day) and we get 0.054 x 6 (hours) I will be happy to give a .33 cent credit."
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LilShorty

Oct 7, 2007, 5:38 PM
I know that trick to actually calculate what the customer is paying during the outage. I first saw it in 2001 when I did customer service for a DVR company, and an Account Specialist calculated what a credit would be on a $10/mo service for one weekend. One of my friends was so amused when I told him about it that he started giving that break down to his customers. But I'm not talking about monetary credits. I am talking about simple bonus minutes. I would give all kinds of glowing remarks about the benefits of bonus minutes as opposed to a monetary credit, because frankly, monetary credits are a pain in the butt to add to an account. Bonus minutes are easy to add, and are CHEAP to the company, if they are even used! Yes, Verizon curr...
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nextel18

Oct 7, 2007, 5:53 PM
Their voice network is always going to be cast in stone as they spend a lot of money on the network infrastructure and additional infrastructure like COWS to help the coverage in any down turn. Obviously if a switch either gets wet or overheat obviously it is tough to prepare against that. they will obviously need to spend money to fix that. they probably will bring in a COW to help especially if they determine that they must fix the whole thing.

I do not care about any credits regardless of money or bonus minutes. There are contracts and language involved. If there is an interrupt in service, it is not their fault or issue. the wireless companies are subjective to give a credit, but I think they should get rid of that clause and policy,...
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just_asking

Oct 7, 2007, 6:03 PM
the electric company does not give credit because you do not prepay for service, you pay for what you get, if the power goes out, no power no charge. Same for water company.
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nextel18

Oct 7, 2007, 6:09 PM
I was talking in general, but in my situation, I pay all my bills for the year upfront. There are other situations where you can give examples. A car payment and issue for the car. Issue on the insurance. No need for giving credits back. Of course, if a hurricane type of event happened then maybe give credits, but otherwise, 100% no.
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just_asking

Oct 7, 2007, 6:26 PM
no problem.

Cars is bad example though. You own the car (phone), you don't pay extra to drive (use minutes).

Insurance, hopefully you still covered. Insurance will credit you if they can find an excuse not to pay a claim.

Cable companies are good example except most will credit if you call and request if service is out.

and like I said before, it isn't the money, it's the inconvience.
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nextel18

Oct 7, 2007, 6:56 PM
well the cell phone and those services and products are quite similar in nature. You pay for things that you use. Well, the car example was not really a bad one especially since it has to deal with if someone is paying on a monthly basis for the lease or financing it.

I know it is the inconvenience but we have a lot of them in our world and we do not always get what we want. If customer service for any industry is lacking, we can name many, how much money would they have to give out? it would be a fortune. From wireless to banking to insurance to products.

There are other examples out there but I am forgetting at this time (drinking does that to you Laughing ). I just do not think giving credits is the answer.
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Mordikar

Oct 9, 2007, 3:27 PM
next time you have a flat go to your car dealership and aske for a credit on your bill for the inconvienece....

Rolling Eyes
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eiren37

Oct 7, 2007, 5:00 PM
1) Original Poster: complete newb.
Not surprised if ya get your ass handed to ya.

2) There's always been problems in DFW area for years...
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buckeyes07

Oct 6, 2007, 12:54 PM
ok so no service for 6 hours lets do the math...cst on a 39.99 price plan divide by 30 and you get 1.33 divide that by 24 (hours in a day) and we get 0.054 x 6 (hours) I will be happy to give a .33 cent credit.
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LordObento

Oct 6, 2007, 10:45 PM
No offence but are you new? I mean outages happen all the time. There is no such thing as trouble free service. Yes an entire major metropolian city had no VZW service for 6 hrs, but these things happen. As a rep, you along with most reps are empowered to handle your customers on a case by case basis. Sure they did something when there is a NATIONWIDE outage but how do you handle just one city as: {A}Not everyone with a Dallas/FT Worth Cellphone # was in the area or affected and {B} others with NE/S/MW/W phone #'s visiting that area were. What do you really expect VZW as a corporation to do? The same thing they always do in an outage... let CS and Tech support handle it on a case by case basis. Good Luck
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primus

Oct 6, 2007, 11:00 PM
She must be new.. and my guess doesnt understand the courtesy credit system. I dont think any supervisor would fault a rep for offering even a full day credit for a customer that whines for one about the outage. Even for a customer on a large family plan with extra services we would be looking at a $5-$10 range credit.
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MidnightDT

Oct 7, 2007, 3:58 AM
EXACTLY
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gadgethead

Oct 8, 2007, 8:51 AM
Good thing wireless phone companies don't have to adhere to the same standards as wireline companies.
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cwcanty

Oct 7, 2007, 2:03 PM
Power outages happen...you might lose power at your home, your cable might go out in a storm and sometims your phone service might be interrupted temporarily.

Deal with it and just move in. Its one day, and now its over. You won't even remember it in a week.

And when was the last time your cable company gave you a refund when your cable when out? Im sure never, so why should vzw.

And for those of you that lost faith in vzw...you're ridiculous, and have fun porting due to one single occurence that lasted 6 hrs.

Chris
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texmarvin

Oct 7, 2007, 3:44 PM
just curious was it just d?fw area or nationwide/ and what was the cause?
thanks
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nextel18

Oct 7, 2007, 4:42 PM
Of looking at news accounts it looks that it was just in that area. Reason for the outage was a switch that failed.
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cwcanty

Oct 7, 2007, 4:44 PM
I personally do not know. I live in Wisconsin and there were no outages in my area.
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slines

Oct 8, 2007, 2:52 PM
Hey Chris

I got no voicemail notification around that time so we must of had some outage on the eastside?
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cwcanty

Oct 8, 2007, 6:56 PM
Im not sure if you're kidding or not, but I have noticed that some of my texts have been delayed for both incoming and outgoing lately. Maybe's there something going on in the area
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Mordikar

Oct 9, 2007, 4:40 PM
the outage was limited to DFW area and it was a technical failure in the local switch.
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ALL2020

Oct 7, 2007, 4:33 PM
Exactly. Well put Chris.
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cityguy

Oct 7, 2007, 8:51 PM
A 6 hour outage. No service in a major metro area. Lots of people affected. No voice, no data.
Sounds like an average day in the life of an AT&T or T Mobile customer - under NORMAL service conditions. Every so often it's good to see how the others live.
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just_asking

Oct 7, 2007, 8:59 PM
With a car though, you can rent one, have an extra car, or depending on the dealer, they will give you a free loaner while your car is in the shop. another words you still can get around, only slightly inconvenienced and/or you have other options. That is why I am saying cars are a bad choice. How many people do you know that have a cell phone laying around of a different carrier to use in case the main carrier goes down and can use your current plan. I am not saying give credit, but I can see the other side too.
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Mordikar

Oct 9, 2007, 4:46 PM
If your entire business and your famil'es lives are vitally dependant on your cell phone then it sounds to me like Verizon isn't the only ones who need to re-think thier disaster recovery plan.

This is why i still have a house phone. My family and work know my hose, cell, and at least 2 eamil addresses.

If theres a major business deal and you cgotta call RIGHT NOW grab a land line. no land line? call a cell phone. i'm sure you can afford the 35 cents to save all those thousands and thousands of dollar business deals you are all crying about.

What i hear is a lot of. "There was an outtage and i didn't get a free month of service WHAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAA"

i'm going to at&t or sprint!


Good luck with t...
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Mordikar

Oct 9, 2007, 7:01 PM
let me correct myself here cause i was tired and not paying full attention and my typing sucks



If theres a major business deal and you gotta call RIGHT NOW grab a land line. no land line? use a pay phone. i'm sure you can afford the 35 cents to save all those thousands and thousands of dollar business deals you are all crying about.
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Cellenator

Oct 9, 2007, 7:06 PM
Yeah good luck finding a pay phone, what a goose hunt that is.
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Mordikar

Oct 11, 2007, 3:43 PM
can you find a gas station when you need gas? where this is a gas station there is almost ALWAYS a payphone.

gee that was dificult wasnt' it.

I do have to agree pay phones are becoming less common because of the cell phone but there are still some out there.
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Cellenator

Oct 11, 2007, 3:47 PM
Mordikar said:
can you find a gas station when you need gas? where this is a gas station there is almost ALWAYS a payphone.



Wrong not where i live numnuts!
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tinkers07

Oct 9, 2007, 9:18 PM
JenniferVZRep3093 said:
I am absolutely shocked that Verizon is doing nothing for the customers who endured the 2PM-8PM outage yesterday..no credits, no bonus minutes.. apologize, it's all we can do"

wow.

Even our business customers....I also did research and there was so many huge festivities going on in the area that was affected...I have a feeling this day will be full of churn.


tsk tsk Verizon. tsk. tsk.

-Jennifer/Verizon Customer Service



Are you really that stupid of a rep to post something like this?? Especially if that last part of your user name on here is your extension ((3093))... Do you think that employees like myself wouldn't be able to locate you in either outlook or a company...
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