Verizon Reps Misquoting Rates 93 Percent of the Time (YouTube Video)
http://www.youtube.com/watch?v=WdKwRdWocco »
Impressively poor performance Verizon. I feel sorry for your customers.
No wonder the Verizon contract (and others) have provisions like this:
After all, when representatives are misleading you out of spite or ignorance in an attempt to get a sale, you can't be bound by something as silly as truth.
No wonder wireless reps ar...
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Impressively poor performance Verizon. I feel sorry for your customers.
No wonder the Verizon contract (and others) have provisions like this:
This agreement and the documents to which it refers form the entire agreement between us on their subjects. You can't rely on any other documents or statements on those subjects by any sales or service representatives, and you have no other rights with respect to service or this agreement, except as specifically provided by law.
After all, when representatives are misleading you out of spite or ignorance in an attempt to get a sale, you can't be bound by something as silly as truth.
No wonder wireless reps ar...
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From the video:
They received 22 unique answers to 2 questions.
Only 2% (1 person) out of 56 operators answered both questions correctly.
5% transferred the call because they did not know the answer.
93% quoted the wrong rates.
Half of the quoted rates were 100 times less than the actual rate.
They received 22 unique answers to 2 questions.
Only 2% (1 person) out of 56 operators answered both questions correctly.
5% transferred the call because they did not know the answer.
93% quoted the wrong rates.
Half of the quoted rates were 100 times less than the actual rate.
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1) What is the data overage rate for the basic 10 MB data plan for $29.99?
2) What is the data roaming rate in Canada on the Core Choice 450 plan?
2) What is the data roaming rate in Canada on the Core Choice 450 plan?
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Probably not quite as bad as it sounds when these questions are getting answered wrong 93% of the time but only .25% of customers are actually asking them.
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Are you serious?
You actually think such disinformation and incompetence is isolated to these two questions within the Verizon organization?
Are you serious?
You actually think such disinformation and incompetence is isolated to these two questions within the Verizon organization?
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Well, I actually had that as my first answer, but because the term "core choice" I think is a dying term, it was difficult to follow up on. I searched all the resources infomanager and all the current publications and did not have a clear answer...so I can see the problem...
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This isn't just a Verizon problem... I'm sure if you pole random people in the US and ask them to say $.002, 93% or more would give you the same answer a Verizon Rep would. Verizon has to really Spell it out for their Rep on how to say it. Don't put $.002 and expect everyone to say "point zero, zero, two dollars".
I dont see this as a failure in Rep knowledge as I'm sure not everyone knows every little detail of their job or have never misquoted something they read or thought they read.
I dont see this as a failure in Rep knowledge as I'm sure not everyone knows every little detail of their job or have never misquoted something they read or thought they read.
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So, you feel that it is acceptable for a representative to quote a price for a service that is 100 times cheaper than the actual cost simply because they are ignorant or stupid?
It is a failure of the representative. There is no way around this. If Verizon representatives are not able to understand basic units of measurement on a gradeschool level, perhaps they should not be employed until such time that they do.
No wonder America is losing mathematical and engineering degree students, when the general public isn't even expected ...
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I dont see this as a failure in Rep knowledge as I'm sure not everyone knows every little detail of their job or have never misquoted something they read or thought they read.
It is a failure of the representative. There is no way around this. If Verizon representatives are not able to understand basic units of measurement on a gradeschool level, perhaps they should not be employed until such time that they do.
No wonder America is losing mathematical and engineering degree students, when the general public isn't even expected ...
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Cap' you probably didn't understand how to say $.002 until after Verizonmath.com told you. It's a simple misunderstanding because when it comes to any dealing with Dollars and Cents any after a $. usually said as cents... Go to a gas station and ask them to tell you what their gas rates are. $2.989 = $2.98 or $2.99 or maybe two dollars and 9 hundred and 98 cent?? Will anyone really say it 2 point 989 dollars? (where's the youtube video on that)
So a bunch of reps misquoted it... and a bunch more will continue to do so, but reps and the general public really don't give 2 figs about this and I don't see Verizon's name being dragged through the mud over it. So if you got something better then what 56 rep said out of thousands, please post he...
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So a bunch of reps misquoted it... and a bunch more will continue to do so, but reps and the general public really don't give 2 figs about this and I don't see Verizon's name being dragged through the mud over it. So if you got something better then what 56 rep said out of thousands, please post he...
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Cap' you probably didn't understand how to say $.002 until after Verizonmath.com told you. It's a simple misunderstanding because when it comes to any dealing with Dollars and Cents any after a $.
Actually, as I have explained before, I learned the differences between fractions of a dollar and fractions of a cent in grade school.
Why you and others failed to learn such a basic lesson on units of measurement is beyond me.
Why you continue to defend such stupidity, further baffles me.
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So a bunch of reps misquoted it... and a bunch more will continue to do so, but reps and the general public really don't give 2 figs about this and I don't see Verizon's name being dragged through the mud over
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Yeah... I already knew about this site and I already said no one gives 2 figs except the peeps on George's blog. It's not stupidity, just a simple misunderstanding and Verizon obviously doesn't see it as a priority to educate their reps on this as well as any other misunderstanding that gets communicated on a daily basis. So not all VZW reps are as smart as you. Congrats. Atleast you know you are smarter then 55 of the 56 reps quoted on Youtube and Reps and Supervisors in George's blogs.
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Call Sprint/Nextel/Att/ T Mobile and see what answers they give you.
Im sure yolu will be amazed too, its just their reps wont be as nice while giving you the wrong answer.
Look at it this way, if your taking it in the ass from the carriers, you might as well have them use KY.
Im sure yolu will be amazed too, its just their reps wont be as nice while giving you the wrong answer.
Look at it this way, if your taking it in the ass from the carriers, you might as well have them use KY.
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Here's something else to ponder: the Canada roaming rate is cheaper than the USA pay as go rate and cheaper than the overage rate on the 10 Meg plan....go figure.
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Someone earlier had pointed that out.
Any ideas as to the reason for the price discrepancies?
Any ideas as to the reason for the price discrepancies?
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Yeah, welcome to a carrier that doesnt like wording things to employees in a user friendly way âšī¸
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oh yeah, and Plooky.. thank you for posting something that was on topic for once đ
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To no one in particular.
Some people take things WAY too seriously.
Guess what, someone could have said there wasn't an overage rate...you're still gonna get charged.
True, if the rep could have taken the time to find the info, that would have been great, but we lose either way. If I give the wrong answer, this happens, if I find it, I took too long.
Its no pleasing you customers.
People are so quick to tell someone about a negative experience. Try making a thread about the correct info was provided or you were given a good deal. Geez.
I agree, at least you get the Ky...
Some people take things WAY too seriously.
Guess what, someone could have said there wasn't an overage rate...you're still gonna get charged.
True, if the rep could have taken the time to find the info, that would have been great, but we lose either way. If I give the wrong answer, this happens, if I find it, I took too long.
Its no pleasing you customers.
People are so quick to tell someone about a negative experience. Try making a thread about the correct info was provided or you were given a good deal. Geez.
I agree, at least you get the Ky...
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ALL2020 said:
To no one in particular.
Some people take things WAY too seriously.
Guess what, someone could have said there wasn't an overage rate...you're still gonna get charged.
True, if the rep could have taken the time to find the info, that would have been great, but we lose either way. If I give the wrong answer, this happens, if I find it, I took too long.
Its no pleasing you customers.
People are so quick to tell someone about a negative experience. Try making a thread about the correct info was provided or you were given a good deal. Geez.
I agree, at least you get the Ky...
Huh. The vast majority of my customers are rather nice and don't mind if I actually look a rate up for the sake of a...
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I disagree completely! These are not things that a rep should be "looking up" if they were trained properly. I mean no disrespect to the customer service reps but I take issue with the people responsible for the training of the reps. I recently added a Blackberry package when I activated my Pearl and I got 3 different prices from 3 different reps!! Very frustrating.
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If you have a question about your minutes/contract ask customer care. If you have questions about KB overages/data pricing ask data suport/WDTS/Global data support. That is the main reason there are different departments in companies.
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If you tried this with sprint, they would of shut your service off for making so many calls in.
If you tried this with at&t or tmobile you would get an equal number of incorrect answers.
Some people have problems with the dollars to cents conversion when you start throwing .00's in. Most of them gave the right number but said cents instead of dollars which while is the wrong answer is clear they knew the figure and just got confused on the conversion.
Plus you called into telesales they aren't data support or even customer service they just order phones. You ask some obscure question to people who don't do customer service and act surprised when you get told wrong stuff, sales reps aren't trained to know the roaming rate of every co...
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If you tried this with at&t or tmobile you would get an equal number of incorrect answers.
Some people have problems with the dollars to cents conversion when you start throwing .00's in. Most of them gave the right number but said cents instead of dollars which while is the wrong answer is clear they knew the figure and just got confused on the conversion.
Plus you called into telesales they aren't data support or even customer service they just order phones. You ask some obscure question to people who don't do customer service and act surprised when you get told wrong stuff, sales reps aren't trained to know the roaming rate of every co...
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no sprint shuts you off if you try to srew them over and over. if they call in and ask questions they can do that a million times
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There were 22 unique answers to the two questions.
Wow.
How stupid of Verizon customers to expect representatives to be able to answer basic questions regarding the plans they are selling. Especially when Verizon directs them to via their automated system.
I don't know what is more funny/sad. The fact that you are defending t...
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There were 22 unique answers to the two questions.
Plus you called into telesales they aren't data support or even customer service they just order phones. You ask some obscure question to people who don't do customer service and act surprised when you get told wrong stuff, sales reps aren't trained to know the roaming rate of every country in the world for kbu. read the details on your plan for that info.
Wow.
How stupid of Verizon customers to expect representatives to be able to answer basic questions regarding the plans they are selling. Especially when Verizon directs them to via their automated system.
I don't know what is more funny/sad. The fact that you are defending t...
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The problem is with the way the information is presented internally. Everything has it documented as $.005 and $.002. If it was just presented as .5 cents and .2 cents, people would be much less likely to misquote.
It also doesnt help where the response to this video was an internal memo that misquotes how we should tell the customer the price... it was great when it says to quote the customer .5 and .2 but doesnt say the units đ
Employees should well understand why it gets misquoted.. hell, we have many employees that dont know the difference between international roaming and international long distance.
No amount of training can fix people. The staff in VZW that makes the internal documentation needs to dumb things down i...
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It also doesnt help where the response to this video was an internal memo that misquotes how we should tell the customer the price... it was great when it says to quote the customer .5 and .2 but doesnt say the units đ
Employees should well understand why it gets misquoted.. hell, we have many employees that dont know the difference between international roaming and international long distance.
No amount of training can fix people. The staff in VZW that makes the internal documentation needs to dumb things down i...
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That's fine with me. As a Sprint user, I believe that Nextel is holding it back. Well that, and the obvious outsourcing.
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apc874 said:
Verizon reps are the worst. They don't pay their employees much
Are you talking store reps or csrs? CSRs never get paid that well, by anybody, it seems. âšī¸
If you're talking store reps, I hear VZW pays quite a bit more than the industry average.
The real pain though is that their sales targets are also high, so if you're not good, you tend not to last as a VZW store rep. Kind of a stressful job, I'd think. I'd hate having a (high) number on my head every month. đ
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My god you are stupid, VZW pays their employees more than the rest of the industry. You are the worst, a customer that has a grudge and no clue what they are talking about and lacks the basic intelligence to learn.
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dude. Verizonmath.com has been around for at LEAST 4 years. That video has shown up with various links to it posted by various people for oh 2 years or so. Welcome to 2007. The war in Iraq is still happening. The planet is melting. And Verizon is working to train outsourced reps. Call Verizon and find out if you're talking to a VZW employee or contractor and THEN ask those questions. Fascists
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dude. Verizonmath.com has been around for at LEAST 4 years.
Are you counting the years by some Verizon-like mathematical calculation?
If you look at the Whois information for the site, you will see that the site is currently less than a year.
http://who.godaddy.com/WhoIsVerify.aspx?domain=veriz ... »
Even the Internet Archive shows no activity for the site until December of 2006.
Both the video and site are less than a year old, so... why are you pulling numbers out of your ass that aren't accurate in a thread that highlights how people just pull numbers out of their ass that aren't accurate?
Fascists
FYI, it helps to understand words before you use ...
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So Verizon is contracting their customer service to people who know nothing about the company, and it's our fault that we ask them valid questions about our service plans and that they cannot answer them. Here's a thought, don't connect your customer service lines to people who don't service customers.
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Not at all. When you dial 611 every button you push routes you a different direction. If the IVR deems it you end up talking to a contractor who is GREAT at taking payments or explaining bills or whatever. They have access to all the information and if they like they can give it out. USUALLY though, because contractors are generally taken advantage of, don't get paid very well and are not required to pass certain things like background checks and/or drug tests they don't usually take the time or interest to enlighten themselves. In MOST areas this isn't a problem.
That being said: If I called my cable company and they said I could download movies for 29.90 or 29.9 cents or something that seemed too high or low. I'm pretty sure I wou...
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That being said: If I called my cable company and they said I could download movies for 29.90 or 29.9 cents or something that seemed too high or low. I'm pretty sure I wou...
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Oh I absolutely agree that the video is very unfair because of the dollar to cents confusion but if your contract your customer service to a company who's reps don't care then that's just bad business.
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I agree. Outsource reps are not as well taken care of as in house reps. They're also taken advantage of to a greater extent.
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Much like working for COR or an indirect, I'm not Verizon but AT&T does enjoy screwing us over.
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I actually like indirect sales reps more than direct reps for most things. But I'm not in consumer care so it may be different.
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In my experience so do we, it's fun not having as many guidelines. Our sale right now? Any phone (no pdas) free after mail in rebate, and the COR down the road can't match it.
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Somehow you either use very little data with your current provider or roam in Canada and are billed from your current provider and you are interesting in switching carriers. With your obvious computer literacy you did not research this information online? Now with the amount of time you spend calling VZW when do yo have time to go to Canada?
I still agree though, there needs to be a little more focus/ standardization with the overage/ roam rates. Does anyone know what the roam rate is in Mexico?
One other factor to consider: Turnover. Very few reps are still in the same spot they were last year, and there is a whole new group of reps answering the phones in the US this year. There may be a few illiterate reps but it could be ...
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I still agree though, there needs to be a little more focus/ standardization with the overage/ roam rates. Does anyone know what the roam rate is in Mexico?
One other factor to consider: Turnover. Very few reps are still in the same spot they were last year, and there is a whole new group of reps answering the phones in the US this year. There may be a few illiterate reps but it could be ...
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The point is that the person was calling because they knew they wouldnt get the same answer each time, not because they wanted to know the information.
I just wish internally we had a better answer for this happening than sending out an email again telling everyone to make sure they quote the information correctly.. if the person cant understand it from infomanager the email isnt going to help.
I just wish internally we had a better answer for this happening than sending out an email again telling everyone to make sure they quote the information correctly.. if the person cant understand it from infomanager the email isnt going to help.
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Inconsistency is not isolated to Verizon. I think this example is indicative of an industry wide problem.
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comfire online - it is avail for the world to see - then confire discounts @ store & w/ customer svc & demand an explaination
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Can you define confire and confire? Do you mean a word that would be like compare? If so, I have that answer. The little asterisk that says special online pricing. They want you to buy online so they give you a better price. It's cheaper for them if you buy online.
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Yes, Verizon's cust. service should be trained better.
HOWEVER! This is why it is important to understand CLEARLY EVERYTING that you plan entails before you sign up. You should do this by obtaining and reading written materials.
Has this "test" been done on other carriers? I am curious to know what the results were, or do you just like to nitpick Verizon?
HOWEVER! This is why it is important to understand CLEARLY EVERYTING that you plan entails before you sign up. You should do this by obtaining and reading written materials.
Has this "test" been done on other carriers? I am curious to know what the results were, or do you just like to nitpick Verizon?
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I think that the results would most likely be the same at other carriers under similar circumstances, and in general illustrates a problem that effects the entire wireless industry.
Complicating matters, therein, is that sometimes it is out of ignorance and others out of intentional deception.
This is another problem that applies across the entire wireless industry I believe. That is, they fail to fully disclose all the hidden fees and terms of service. For example, most people aren't even aware there are "upgrade fees" until the...
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Complicating matters, therein, is that sometimes it is out of ignorance and others out of intentional deception.
HOWEVER! This is why it is important to understand CLEARLY EVERYTING that you plan entails before you sign up. You should do this by obtaining and reading written materials.
This is another problem that applies across the entire wireless industry I believe. That is, they fail to fully disclose all the hidden fees and terms of service. For example, most people aren't even aware there are "upgrade fees" until the...
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I have Verizon and my contract is about to expire...thank goodness. You know, there are a lot of you VZW fanboys that always troll the Sprint forum talking about how bad the CS is and they are going down blah blah blah....this is the perfect example of how whack VZWs CS is. Why troll to another forum to brag when Verizon has their issues as well? All carriers have their problems and customers just have to be smart and choose whats best for them. I personally don't like VZW because the network you guys claim to be so fabulous isn't that fab in my opinion. Im tired of the constant network error messages when Im trying to connect to the web and the plans are expensive. This is just my personal experience with VZW.
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