Thursday, June 25, 2009

Verizon (Potential) Customer Service

Today, I used Verizon's Live Chat feature to speak with someone about Verizon's service plans. I have always had Verizon service and was trying to determine how much it would cost at Verizon for a single person to get the same deal as Boost Mobile's Unlimited plan. This plan comes with unlimited domestic calling, text messaging (including text, picture, and video), data, and Walkie-Talkie and also includes callwaiting and voicemail.

I started a chat session with someone from Verizon because I could not find a plan that had the same options as the Boost Mobile plan. I was honest with the sales representative that I wanted to compare their plan with Boost Mobile's, however, they did not seem very willing to help me. Especially frustrating is at the end when they asked me if they could be of further assistance, I said "yea...", and they ended the conversation anyway. What kind of sales department is that??

You can read the conversation for yourself below.

Please wait for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience!
Chat InformationA Verizon Wireless online pre-sales specialist has joined the chat. You are now chatting with Deshondra
Deshondra: Hello. Thank you for visiting our chat service. May I help you with your order today?
You: Hello
Deshondra: Hi. How are you?
You: Good
Deshondra: Good. How can I assist you?
You: I was just trying to compare prepaid plans between service providers
Deshondra: I will be more than happy to provide you with information on our pre pay plans. Do you know what plan you are interessted in?
Deshondra: *interested
You: Yesterday, my friends mentioned Boost Moblie's Unlimited plan...
You: yea...
You: basically, unlimited everything
You: just like boost mobile's plan
You: I dont see a comparable prepaid plan on your website
Deshondra: Prepaid Unlimited Talk Daily Access (only on days used) $3.99, Mobile to Mobile Calling is Unlimited, Night & Weekend Minutes are Unlimited, Each Additional Minute (for all other calls) is Unlimited and Text Messaging Rate (per address, per message sent and received) is $0.01.
Deshondra: I would not be able to view Boost Mobile information, only provide you with our site information.
You: yea, I saw that one, but it is not unlimited texting
You: you don't have general internet access
You: ?
Deshondra: You will be able to add the text messaging for $20.00 once you have the phone.
You: unlimited text messaging?
Deshondra: Correct.
You: ok, what about data?
Deshondra: Viewing the web will come from your daily access fee.
You: what does that mean?...charging by the MB?
Deshondra: Yes.
You: What does it cost for unlimited data?
Deshondra: There is no unlimited data plan for the pre pay services.
You: ok...what kind of plans have unlimited data?
Deshondra: I will be more than happy to provide you with the number to our customer care department to better assist you. Will that be alright?
You: no, i am find using this chat feature
Deshondra: CLick here and click on a plan. Scroll down to view addtional information,.
You: yea, i was already there...did you want to show me something on that page?
Deshondra: Did you view the additional information page?
You: you mean the "Additional Calling Plan Information" section?
Deshondra: Yes.
You: yea, that is not unlimited text that what you were talking about earlier when you said i could get it for $20?...
You: its says "For Additional Messages, overage Messaging rates default to those of your Calling Plan."
You: that means "not unlimited"
Deshondra: $20/month for Unlimited Messaging to anyone on any network in the U.S.*
You: yea, with that star (*)
You: which is where i just copy-pasted that quote from
Deshondra: Is there anything else that I can assist you with?
You: yea...
Deshondra: You can contact our customer care department at 1-800-922-0204 , option 0 or *611 from your mobile phone.
Deshondra: Thank you for visiting Verizon Wireless, I look forward to speaking with you again. Have a great day!
Chat InformationYour chat session has been ended by your Verizon Wireless online agent.

1 comment:

  1. HAHAHAHA! Oh man, gotta love customer "service". :)