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d0nni3q
join:2006-11-05
Meadville, PA
edit:
December 17th, @10:43PM
|  [northeast] Poor Customer Service
Why is it so hard to get a correct and accurate answer?
quote:
We are routing you to a chat representative. Thank you for contacting Verizon FiOS. Your average wait time is 4 seconds.
You are now chatting with 'Sammy'
Sammy: Hello. Thank you for visiting our chat service. How can I help you experience the cutting-edge technology of FiOS?
you: Hi there. Before I order, I would like to know some detail on the pricing. The Monthly Fee section reads "54.99 (months 2-7)" but, the fine print at the bottom of the page says it's $59.99....so which is it?
Sammy: I can help you with that.
you: Okay, good.
Sammy: The price would be 54.99/month for 2-7 months and later it will be $64.99/month for 8-12 months
you: Okay, that sounds great. Now, where does this $59.99 fit in?
Sammy: Price would remain the same as I mention above
Sammy: Complete the required information and click on "next" to proceed and I will leave this window open in case you have any questions while you are completing the order.
you: Really? Because my Web browser is showing "$69.99 1st month FREE $54.99/mo. (months 2-7)" under the monthly fee section. I don't see $64.99 anywhere. Just $69.99 months 8-12, $54.99 months 2-7, but conflicting information in the fine print of $59.99 for months 2-7. So, before I proceed, I'd like to have some clarification. Can you do that directly for me?
Sammy: $64.99 price is not stated on the web site
Sammy: Price would remain the same as I mention above
Sammy: What more do you need to know before getting your order started? I would be glad to answer any questions you have.
you: Okay, so if I'm understanding everything here...I will be charged $64.99 for months 8-12, even though I'm confirming on the Web site to charge my credit card $69.99?
Sammy: Your credit card won't be charge now
Sammy: We have developed a 30-day money back guarantee, if for any reason you are not completely satisfied with FiOS Internet Service, you may cancel your service within 30 days of your installation date and receive a refund for any charges you have paid to Verizon.
you: Oh okay, that's great. So, during months 2-8, what will I be charged?
you: Also, please don't copy and paste stock texts to me, it's kind of disrespectful. I plan on having a professional experience with Verizon.
Sammy: The price would be $64.99/month for 8-12 months
Sammy: Are you ready to begin placing your online order? I'd be happy to assist you.
you: Yes I am and very excited to do so. Can you assist me in understanding why the monthly fee section says $69.99, despite your quote of $64.99?
Sammy: There is an error on your web site so you need not to worry about it
you: My Web site? I wish it was my Web site, I wouldn't make these asinine mistakes.
Sammy: Sorry on our web site
you: Okay, off to ordering land I go. Toodles, have a great holiday of lies.
Don Q.   | |
Tzale
Ron Paul - I Didn't Vote For Either
Premium
join:2004-01-06
NJ, USA
 ·Verizon FIOS
 ·Optimum Online
| said by d0nni3q  :Why is it so hard to get a correct and accurate answer? quote:
We are routing you to a chat representative. Thank you for contacting Verizon FiOS. Your average wait time is 4 seconds.
You are now chatting with 'Sammy'
Sammy: Hello. Thank you for visiting our chat service. How can I help you experience the cutting-edge technology of FiOS?
you: Hi there. Before I order, I would like to know some detail on the pricing. The Monthly Fee section reads "54.99 (months 2-7)" but, the fine print at the bottom of the page says it's $59.99....so which is it?
Sammy: I can help you with that.
you: Okay, good.
Sammy: The price would be 54.99/month for 2-7 months and later it will be $64.99/month for 8-12 months
you: Okay, that sounds great. Now, where does this $59.99 fit in?
Sammy: Price would remain the same as I mention above
Sammy: Complete the required information and click on "next" to proceed and I will leave this window open in case you have any questions while you are completing the order.
you: Really? Because my Web browser is showing "$69.99 1st month FREE $54.99/mo. (months 2-7)" under the monthly fee section. I don't see $64.99 anywhere. Just $69.99 months 8-12, $54.99 months 2-7, but conflicting information in the fine print of $59.99 for months 2-7. So, before I proceed, I'd like to have some clarification. Can you do that directly for me?
Sammy: $64.99 price is not stated on the web site
Sammy: Price would remain the same as I mention above
Sammy: What more do you need to know before getting your order started? I would be glad to answer any questions you have.
you: Okay, so if I'm understanding everything here...I will be charged $64.99 for months 8-12, even though I'm confirming on the Web site to charge my credit card $69.99?
Sammy: Your credit card won't be charge now
Sammy: We have developed a 30-day money back guarantee, if for any reason you are not completely satisfied with FiOS Internet Service, you may cancel your service within 30 days of your installation date and receive a refund for any charges you have paid to Verizon.
you: Oh okay, that's great. So, during months 2-8, what will I be charged?
you: Also, please don't copy and paste stock texts to me, it's kind of disrespectful. I plan on having a professional experience with Verizon.
Sammy: The price would be $64.99/month for 8-12 months
Sammy: Are you ready to begin placing your online order? I'd be happy to assist you.
you: Yes I am and very excited to do so. Can you assist me in understanding why the monthly fee section says $69.99, despite your quote of $64.99?
Sammy: There is an error on your web site so you need not to worry about it
you: My Web site? I wish it was my Web site, I wouldn't make these asinine mistakes.
Sammy: Sorry on our web site
you: Okay, off to ordering land I go. Toodles, have a great holiday of lies.
Don Q. LOL... I know what you mean, Verizon has a lot of discrepancies on their order page, but in the end I think everything turned out OK for me....
One thing though, I would be more respectful to the live chat guy. He isn't trying to disrespect you by using scripted responses. He is simply doing his job. If you had to sit in front of a computer answering the same questions 8 hours a day, 5 days a week, you'd be scripting them in no time also.. Not to mention those responses are authorized by Verizon and it stops them from saying something they shouldn't be saying. The man said once that the price was $64.99, there was no need to ask him more than once. Just keep this text and if you have problems Verizon can look up this chat and they will give you the service at that price.
I'm not flaming you, just saying that the representative is just doing his job.
Good luck,
-Tzale
--
Hello Verizon FIOS 12.03.07!
457,000,000 miles of fiber optics placed and counting!
~THANK YOU MY ANONYMOUS FRIEND~ | |
rocky01
Premium
join:2002-04-24
NE
| Agreed Tzale. I thought it was me ... It's not like those live chats aren't that way for every company just about, that offers them. I try and avoid the live chat option unless there's no other. It's in same league as dialing up expecting to get a live person and come to find out you're connected to Bombay office cubicles. Yuck, but par for the course these days. Sometimes you get lucky and get served well, often not, but it may not be all that effective to take it out on the folks with no power. | |
d0nni3q
join:2006-11-05
Meadville, PA
edit:
December 18th, @07:49AM
| reply to Tzale
said by Tzale :LOL... I know what you mean, Verizon has a lot of discrepancies on their order page, but in the end I think everything turned out OK for me....
Yes, it did for me as well, in fact I already have FiOS and just wanted to see why there were inconsistencies on the Web site. Perhaps there was a hidden fee of $5.00 for not having voice service which makes the $69.99, rather than $64.99.
said by Tzale :One thing though, I would be more respectful to the live chat guy. He isn't trying to disrespect you by using scripted responses. He is simply doing his job. If you had to sit in front of a computer answering the same questions 8 hours a day, 5 days a week, you'd be scripting them in no time also.. Not to mention those responses are authorized by Verizon and it stops them from saying something they shouldn't be saying. The man said once that the price was $64.99, there was no need to ask him more than once. Just keep this text and if you have problems Verizon can look up this chat and they will give you the service at that price.
Indeed, I should have been more respectful. Actually, my current job is technical support via e-mail for a Web hosting company in Pittsburgh, PA. After awhile it does get very old typing the samething over and over again, so the Business Development Team has put together some stock text. However, I would have to say nearly 90% of my replies to customers are crafted from scratch, since they usually ask a very specific question where a general answer is just not good enough.
said by Tzale :I'm not flaming you, just saying that the representative is just doing his job.
Naturally, no hard feelings! 
Don Q. | |
GeekNJ
Premium
join:2000-09-23
Waldwick, NJ
·Verizon FIOS
| reply to rocky01
The info from a live chat rep is no better or worse then a phone rep. The rep is the 'brain' and the medium is irrelevant. Some reps type better while some speak better. Some can do both at the same time.
As someone that implemented live chat for a couple of different divisions of a company, none which at the time outsourced the rep, it worked extremely well. The canned responses were used by voice reps, email response reps and online chat reps. It just provided more consistency as well as reporting of the most active areas.
Discrepancies like the poster above encountered will happen but I agree that the Verizon site seems to be inconsistent too often. None of the reps have anything to do with the inconsistency and it would probably be more helpful if we opened a thread in the direct forum to help them clean up their own sh*t quicker then a call center rep could probably get through the various levels.
But having implemented a good size call center for a major electronics company, the last person I would ever raise my voice to or get upset with is a call center rep.
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