Inflating Commissions?
Are sales people encouraged by management to add unwanted extra services to an account?
I just did my New Every Two thing and purchased two enV² phones without paying attention (my fault) to the fact that the corporate store sales rep added V Cast to both my lines at $15.00 per month each.
It wasn't until I received a snail mail from Verizon, thanking me for the business, that I saw the listed, unordered, unwanted, V Cast feature. I phone the Billing folks. They corrected the accounts and I received a $30.00 credit notice by email.
Had I not noticed, I would not have attempted to access V Cast because I have no interest in it or use for it. That could potentially have put me out $360.00 per year (plus taxes and fees) for no go...
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I just did my New Every Two thing and purchased two enV² phones without paying attention (my fault) to the fact that the corporate store sales rep added V Cast to both my lines at $15.00 per month each.
It wasn't until I received a snail mail from Verizon, thanking me for the business, that I saw the listed, unordered, unwanted, V Cast feature. I phone the Billing folks. They corrected the accounts and I received a $30.00 credit notice by email.
Had I not noticed, I would not have attempted to access V Cast because I have no interest in it or use for it. That could potentially have put me out $360.00 per year (plus taxes and fees) for no go...
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that sounds like verizon to me. Verizon is no doubt one of the best cell phone providers you just get bent over ever day on verizon.
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There is a 30 day free trial of Vcast. A lot of stores automatically add it to your line but they should tell you they did so. You then have 30 days, usually a little more to test it out and remove it if you don't want it at no charge.
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Not to mention the interaction between customer and sales rep is:
Rep: We can add VCast for free for 30days on each line so you can test out the service, surf the VCast, Get It Now Catalog and Mobile Web at no additional charge. Downloading games, ringtones or surfing does not cost additional Megabyte usage. After the 30 days is over and you decide you do want it, please call customer service at 1-800----- to cancel it or you will be charge $15 a month per a phone.
Customer hears; New Phone, New Phone, New Phone, New Phone, come on, hurry up, I want to show off my New Phone, what? free ringtones and games for a month? New Phone, New Phone, New Phone, New Phone
Rep: We can add VCast for free for 30days on each line so you can test out the service, surf the VCast, Get It Now Catalog and Mobile Web at no additional charge. Downloading games, ringtones or surfing does not cost additional Megabyte usage. After the 30 days is over and you decide you do want it, please call customer service at 1-800----- to cancel it or you will be charge $15 a month per a phone.
Customer hears; New Phone, New Phone, New Phone, New Phone, come on, hurry up, I want to show off my New Phone, what? free ringtones and games for a month? New Phone, New Phone, New Phone, New Phone
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LordObento wrote,
That would be all well and good IF the sales representaive made those statements. My concern, expressed in my original post, is that this is done WITHOUT telling the customer before inflating the bill. The nam ...
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Not to mention the interaction between customer and sales rep is:
Rep: We can add VCast for free for 30days on each line so you can test out the service, surf the VCast, Get It Now Catalog and Mobile Web at no additional charge. Downloading games, ringtones or surfing does not cost additional Megabyte usage. After the 30 days is over and you decide you do want it, please call customer service at 1-800----- to cancel it or you will be charge $15 a month per a phone.
That would be all well and good IF the sales representaive made those statements. My concern, expressed in my original post, is that this is done WITHOUT telling the customer before inflating the bill. The nam ...
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LordObento said:
Not to mention the interaction between customer and sales rep is:
Rep: We can add VCast for free for 30days on each line so you can test out the service, surf the VCast, Get It Now Catalog and Mobile Web at no additional charge. Downloading games, ringtones or surfing does not cost additional Megabyte usage. After the 30 days is over and you decide you do want it, please call customer service at 1-800----- to cancel it or you will be charge $15 a month per a phone.
Customer hears; New Phone, New Phone, New Phone, New Phone, come on, hurry up, I want to show off my New Phone, what? free ringtones and games for a month? New Phone, New Phone, New Phone, New Phone
lol soooooo tru...that...
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when i worked for cingy we where required to "auto attach" the free for the first month features in hopes the customer would not notice and keep it. A very shady practice believe me I usually rung up the feature but never put it on the account only because if our feature attach rate was below 3 per I would get bitched at by the bosses. I have since quit that crappy company it was a Prime choice
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Although I can't speak for the stores, we don't do that online because we don't get commission. The best way to avoid it would be to come online to order because we don't care how much you spend.. it doesn't affect us personally so we don't have a reason to lie.
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You just had a bad sales rep if they didn't explain the free month trial to you.
Doesn't matter what the sign on the door is, some people just do stuff like that at any job they have.
And to answer your question, they don't get paid on it unless you keep it for 90 days I think. So having a 1 month trial doesn't pay them any extra until month #4.
Doesn't matter what the sign on the door is, some people just do stuff like that at any job they have.
And to answer your question, they don't get paid on it unless you keep it for 90 days I think. So having a 1 month trial doesn't pay them any extra until month #4.
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working in cs i hate this free trial of vcast. no offense to the original poster but customers only hear what they want to hear. i thought i read on a site a while back that there was a lawsuit about this in the works. i am not sure how far a long that is but i am sure that customers will get greatly compensated for this. but we shall see what happens
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This is not accceptable practice. VZW does not support this in anyway. I am a store manager and let me tell you that if one of my reps was doing this they would be fired. At VZW integrity is one of the core values that we talk about daily. Please do not let a few bad apples ruin the image of a company that employees over 65000 people.
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Well you talk to different people at VZW then I do. We are required to add it on. Although we tell the customer that they have 30+ proration days to remove it.
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Good Website -
Same thing happened to me recently at company store, and by 'asst. mgr'. Been a VZ wireless customer since their beginnings. 2-yr contract up and looking for 'new' handset. Unfortunately went to store vs. on-line. Being an
'old codger' I trusted the asst. mgr. Not only did I end up paying for a handset, I later found I could get for 'free' on-line, I later found he'd added new charge on my bill for photo-txt messaging. There was no mention of this, as I specifically asked for the same 'features' (or lack there of) I'd been billed for for years. Unfortunately, I only noticed this after the critical 30 days. I'm stuck with VZ for now as it's the only cell I can use in the MT/ID area I have to work in.
Same thing happened to me recently at company store, and by 'asst. mgr'. Been a VZ wireless customer since their beginnings. 2-yr contract up and looking for 'new' handset. Unfortunately went to store vs. on-line. Being an
'old codger' I trusted the asst. mgr. Not only did I end up paying for a handset, I later found I could get for 'free' on-line, I later found he'd added new charge on my bill for photo-txt messaging. There was no mention of this, as I specifically asked for the same 'features' (or lack there of) I'd been billed for for years. Unfortunately, I only noticed this after the critical 30 days. I'm stuck with VZ for now as it's the only cell I can use in the MT/ID area I have to work in.
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"it was free on-line but I paid for it anyway at the store".
It's the price someone pays for the uninformed decision making plus the immediate gratification.
It's a 2 way street.
It's the price someone pays for the uninformed decision making plus the immediate gratification.
It's a 2 way street.
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Misquote. Found out LATER that same phone was free on-line. After web-savy friend advised I'd been screwed by VZ store.
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You'd been screwed by YOURSELF. I did not misquote. Maybe you should look before you make a purchasing decision.
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get screwed. On line pricing is different than in store pricing. It always has been, always will be. You didn't check out the comopetition. That's not the store screwing you, that's you not doing research. Don't try and place the blame anywhere else. Besides, you stated yourself that you found out AFTER 30 days. Who is to say the price of the phone didn't drop? It happens all the time...
As far as the text messaging goes, we have a store in town that ****inually adds things on without conscent. If you call in, they are normally pretty good about removing the unwanted/ unused feature and giving bill credits for the month it was on there.
As far as the text messaging goes, we have a store in town that ****inually adds things on without conscent. If you call in, they are normally pretty good about removing the unwanted/ unused feature and giving bill credits for the month it was on there.
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You're right. I should not assume that I'll get what I've asked for in a contract as that makes an ass out of you and me. And of course, I will all always think of the 'high standards' set by the VZN store. And you're right, it's my fault that I did not check the Internet to see that the online company VZN store offers different pricing than the local company store, where I've been a customer for many years. VZN can be assured that I will provide such info to other professionals that I interact with.
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it's VZW.
Knock yourself out on-line dude. Don't expect me to bend over backward when you want me to transfer your phone book, help you with piddly crap like that. You are EXACTLY the customer I charge to do a phone book transfer and ESN swap.
So you've been a customer for years. You have received the goods and services you paid for. Am I supposed to feel more special to you versus someone that has only been in service 6 months?
You tell your "professionals" what a doofus you are for whining about how little research you did before you spent your hard earned money. I'm sure they already know what kind of person you are.
Knock yourself out on-line dude. Don't expect me to bend over backward when you want me to transfer your phone book, help you with piddly crap like that. You are EXACTLY the customer I charge to do a phone book transfer and ESN swap.
So you've been a customer for years. You have received the goods and services you paid for. Am I supposed to feel more special to you versus someone that has only been in service 6 months?
You tell your "professionals" what a doofus you are for whining about how little research you did before you spent your hard earned money. I'm sure they already know what kind of person you are.
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because VZW is the only carrier that has different prices online vs in store, right? Every carrier does that. It's cheaper for them to have you buy online than in store, because its much cheaper to run that website than it is to pay for store employees and store costs. So yea, its going to be cheaper online. Next time, check all your choices before you make the "here and now" decision and then cry about it afterwards.
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It's wonderful to have read the brilliant responses by llama and aavera to droppedcall, a person who is probably a new member of this community, who started his message with "Good Website - ". You guys should be ashamed of yourselves.
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f38urry said:
a person who is probably a new member of this community... You guys should be ashamed of yourselves.
Not me. I take pride in the fact that I know how to look up when someone signed on. In this case, dropped call has been a member LONGER than I have. Dropped call signed up September 11, 2007.
You can now just shut it!
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Length of membership does not make the remarks in response to droppedcall's recent message any more brilliant.
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It's customary for online pricing to be less than physical locations, for virtually any business. This has been true since the late 90's. Accordingly, it is usually the case that those prices are listed as online only and cannot, or will not, be matched by the retail stores.
If a feature was added to your account without your consent, Verizon will allow you a window of up to 90 days to refute that. This is with the discretion of the customer service rep you are talking to, so be nice and pleasant and they will be happy to help you.
It is always frustrating to not get what you ask for, or pay for something that you didn't ask for. It is more frustrating, however, when you don't fix a problem, and can. Call Verizon and get the char...
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If a feature was added to your account without your consent, Verizon will allow you a window of up to 90 days to refute that. This is with the discretion of the customer service rep you are talking to, so be nice and pleasant and they will be happy to help you.
It is always frustrating to not get what you ask for, or pay for something that you didn't ask for. It is more frustrating, however, when you don't fix a problem, and can. Call Verizon and get the char...
(continues)
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