Update – Verizon Service Still Not Incredible
Hopefully some of you read about my previous experience with the local Verizon customer service. Today I’m here with an update. I was hoping to be able to post a story on how the local store called to make amends or how a telephone customer service representative was able to find a solution. Unfortunately this isn’t the case. I’ve received no correspondence from the local store and decided to call their (800) customer service line.
After explaining the situation, the customer service representative on the phone apologized for the incident and understood why I might be upset. I explained how I understood that their Buy-One-Get-One deal did not include the Incredible and also understood why they couldn’t offer me that deal. I proposed that instead they simply apply a credit to my account for the difference. That way I could buy the Incredible for both my wife and me and there wouldn’t be any out of pocket difference. Her solution was a wee bit different. Do to “regulations” that prohibited them from both honoring the original deal that was offered to me or providing an equitable solution she could offer me 10% off my main line bill monthly for six months. This comes to a whopping $10.99 a month for six months. I suppose she thought I’d jump right on that super deal. ”Hell yeah that sounds great!” – Ummm no not really.
I went on to explain that not only did I not receive the offer presented but also wasted two hours of my time at their local store and now another 20 minutes of my time on the phone. I bill for my time and this amount is easily more than the cost of the phone. Still, regulations prohibit them from being able to provide an equitable solution or reasonable customer service apparently.
Finally maybe a quantifiable explanation resulting from previous and past income generated from my account would turn the tables. As an Alltell customer for around 10 years now, I calculate that we as a family have contributed over $10000 in monthly payments. This calculations is using two phones at $85 per month for ten years. Currently we have three phones one with a smarthphone plan, one with a data plan, and one regular voice plan all for around $200 per month. Soon we’ll be adding another phone as my son comes of age and perhaps another for my business. Just our three current phones and a new two-year contract (assuming our current rate plan) brings in another $4800 for Verizon. So here’s my loose quantification for their solution - at $65.99 for $14800 of past and future business or .0448 % of my total expenditures with the company. Or to put it in terms of a per month dollar figure, 45.8 cents per month. I think this would probably destroy their margin. Alas I’m just a small fish. I’m sure that my future $4800 means nothing to them. I’m glad. I’ll keep you posted because we’re not done yet.