Jason Levine
Premium
join:2001-07-13
Albany, NY
| Worse than the elderly lady FIOS TV...
I thought that getting in trouble for "not selling FIOS TV to the elderly lady" was bad, but this takes the cake:
Once, he said, he was disciplined for not selling broadband Internet service to someone with no computer. The people have no computer and he's supposed to sell Internet access to them? And what were they supposed to do with that Internet access if they bought it?
In addition:
Managers try to keep customer calls short, he said, listen in on calls and send pop-up messages onto his computer screen such as "Why aren't you selling them? Get off the phone." So basically you can't stay on the phone long to troubleshoot problems. You constantly have managers looking over your shoulder (virtually speaking, which is worse because you don't know when the manager is there). And the managers pester you to either sell to the customer or hang up. Yeah, that'll lead to good customer support.
In fact, conditions like that will likely lead to good, talented techs leaving. This will lead to worse customer service and bad word of mouth. Hey, but at least they'll sell some Internet service to some families without computers.
The more I hear about Verizon's FIOS service, the more I'm glad I'm not on it. I'm sure the service itself is fantastic, but the support and billing seem to be nightmares. I'll stick with Roadrunner. The speed might not match FIOS, but it's good enough for my needs. I rarely have a problem with the billing and the support, while perhaps not stellar, is at least passable and doesn't try to upsell me at every turn.
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-Jason Levine
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