Here’s another example of horrendous customer service from a cable company, in this case Verizon. I helped my father (who happens to be an attorney) order FiOS service today. On verizon.com, he had entered his new service address and was given a promotional price of $39.99 per month. The screen capture of this offer is below (click to view full size). I have redacted his home address for obvious reasons. When we clicked on the “Order Now” button, the price of the service jumped up $10 per month to $49.99. Clearly bait and switch. So we completed the order with a sales phone representative named Lucy Chang. Lucy was courteous and confirmed the $39.99 price several times.
We were quite surprised when the email confirmation of the order was sent to us. The price jumped up again to $49.99. We called up the FiOS support number and spoke with Tarnesha. She couldn’t help us, and also gave us an extremely hard time when we wanted to speak with the supervisor. She had the nerve to ask us why we wanted to speak with a supervisor after it was already clear she couldn’t help us. She kept repeating (at least three times) that there would be a 20 minute wait for a supervisor. Each time, we said we would wait.
After about 20 minutes, the supervisor Devoris (ID: 2541189) in the Tampa service center came on the phone. He was very condescending and disinterested in solving our problem. He refused to visit the verizon.com web site to see the problem first-hand. He also reminded us that we were on the phone for over 30 minutes, as if it were an inconvenience for Verizon. As of today, the problem is not solved, and Verizon committed bait and switch.
Update 8/10, afternoon: After posting to Twitter, Verizon asked me for additional information to confirm my identity. They could not assist further until they contact a department that wasn’t open today.
Update 8/11: Verizon gave my dad a $10 discount per month, for the next 24 months. According to the support representative, the reason the discount wasn’t originally given was because the quoted internet speed, 25/25, isn’t available in his home. Common sense would suggest that 20/10 speed is slower, therefore should be less expensive. But Verizon had charged more. Gotta love it. Throughout this saga, no one at Verizon could explain why the ad, which is tailored specifically for my dad’s address, doesn’t reflect the reality of what Verizon could deliver. In any case, it seems that the only way to deal with these big companies is to have recorded phone calls (check your state laws) or screen captures. The customer is no longer right, unless there is evidence admissible in the court of social media.