| Record the conversation This is why I always record my conversations with TV / Telephone / Internet providers when I call them to discuss my account. |
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| said by thiscallmayb :
This is why I always record my conversations with TV / Telephone / Internet providers when I call them to discuss my account.
In April, I had a 'manager' at our local Comcast office call and leave a message about a promotional rate for TV and internet. I recorded the voice mail into a wave file, which I then sent to my cell phone. As I expected, the special 'promotional' rate never appeared on my bill. I kept calling for the manager, but of course she never returned my call. I went so far as to make a personal trip to the office, and of course she still 'wasn't there'. Every other rep I spoke to of course made the excuse that they couldn't give me that rate. Then, I contacted Comcast customer service through Twitter, which also didn't help. Finally, I called to cancel while explaining the reasons. The rep I reached FINALLY made everything right and gave me a better rate and a credit for the hassle I had to go through!! Nobody is accountable at Comcast!! |
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| reply to thiscallmayb
Record the conversation
This is why I always record my conversations with TV / Telephone / Internet providers when I call them to discuss my account.
The Phone company that I work for VZ, may take leagal action if you announce you are recording. If fact, if you tells us you are recoding our response is, "We are sorry but Verizon does not allow unauthorized recording of agents. Please turn off your recording device and call back." Then we are to immediately hang up and note your account. Even if you do with out telling us, it would be useless, to many VZ lawyers to deal with. |
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| said by thorataz:Record the conversation This is why I always record my conversations with TV / Telephone / Internet providers when I call them to discuss my account. The Phone company that I work for VZ, may take leagal action if you announce you are recording. If fact, if you tells us you are recoding our response is, "We are sorry but Verizon does not allow unauthorized recording of agents. Please turn off your recording device and call back." Then we are to immediately hang up and note your account. Even if you do with out telling us, it would be useless, to many VZ lawyers to deal with. Federal law and most states require only 1 person in the conversation to know it's being recorded so wherever you live at (including me) are in the minority. The 12 "2 party" states that require both sides to know the call is being recorded are California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania and Washington.
»www.rcfp.org/taping/ |
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emptywigHuh? What?Premium
join:2002-08-05
Pasadena, TX | reply to thorataz
In Texas we don't have to tell you we're recording you.
wig
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Please keep your f---ing religion to yourself. |
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| reply to thorataz
When I call in, I hear a statement that the call may be recorded for "quality assurance purposes" (I actually make sure this statement is part of the recording). As such, my recording is not "unauthorized" as all parties on the line agree that a recording may be taking place.
You can't ask me for permission to record then complain about the call actually being recorded. Well, actually, you can and you may be right in a court of law; but not so much in the court of public opinion. They are well aware that keeping the squeaky wheel quiet is much cheaper than the alternative and I am more than happy to exploit that for my benefit. |
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 runnoftPremium
join:2003-10-14
Deerfield, IL
kudos:1
 ·Comcast
2 edits | reply to thorataz
said by thorataz:The Phone company that I work for VZ, may take leagal action if you announce you are recording. If fact, if you tells us you are recoding our response is, "We are sorry but Verizon does not allow unauthorized recording of agents. Please turn off your recording device and call back." Then we are to immediately hang up and note your account. Even if you do with out telling us, it would be useless, to many VZ lawyers to deal with. I think you're mis-speaking, there, thorataz. Verizon can't "take legal action if you [a customer] announce you are recording," because it's not illegal or actionable to announce that. Verizon and other parties have the right to refuse to converse with a customer who does announce it, or ask them to turn off the recording device, but authorities won't prosecute them nor can they successfully sue them if the recording has been announced--the sole remedy is to refuse to consent. As noted above, some states require that both parties be informed, so they might be able to take action against a customer from one of those states (including mine) who did not inform the called party of the recording, in advance, but it's not illegal to record phone calls generally--as you must realize, since Verizon does it at their end.
I know, thorataz, that you only work for Verizon and don't make policy for them, but you might ask yourself why a company that routinely records customers "for quality assurance purposes" would refuse to allow their customer the same right. It's not unusual for journalists and somewhat hostile interview subjects to each make and keep their own recordings of the same interviews, each to protect his or her own interests from unfair editing of the recording by the other side. I don't know that Verizon has ever edited customer service calls in their favor to "prove" a customer agreed to up his contract, but a few rogue employees for other companies have done that. It's only fair that customers be allowed to record the conversations with Verizon CSRs. |
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 en102Canadian, eh?
join:2001-01-26
Valencia, CA | reply to emptywig
Don't forget, that's a 2 way street. |
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| reply to thorataz
said by thorataz:Record the conversation This is why I always record my conversations with TV / Telephone / Internet providers when I call them to discuss my account. The Phone company that I work for VZ, may take leagal action if you announce you are recording. If fact, if you tells us you are recoding our response is, "We are sorry but Verizon does not allow unauthorized recording of agents. Please turn off your recording device and call back." Then we are to immediately hang up and note your account. Even if you do with out telling us, it would be useless, to many VZ lawyers to deal with. And Verizon would lose in court since they say, "Your call may be recorded for quality assurance and training purposes." Therefore, that could be used as 2 party agreement to record the call. |
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 NOVA_GuyObamaCare Kills AmericansPremium
join:2002-03-05 | reply to thorataz
What happens when a Verizon customer calls and refuses to have his/her conversation recorded? Does VZ instruct its CSRs to hang up on them too?
Just curious, as it appears that Verizon (like most other companies out there, to be fair) want to make things about as one-sided as they possibly can in their favor.
I'm just glad I live in a state where I can record Verizon's, Comcast's, and any other company's employees on the phone with me without having to say a single word to them about it. I also love that my VOIP provider makes doing this for the entire conversation as easy as a few mouse clicks on their web site.
People who call me will likely never know that they are being recorded, unless it's to my benefit to reveal such information to them.
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Ted Kennedy is dead, and now so are his dreams of an impoverished enslaved America beholden to its government. Congratulations to Scott Brown for keeping the American Dream alive! |
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runnoftPremium
join:2003-10-14
Deerfield, IL
kudos:1 Reviews:
·Comcast
1 edit | reply to moonpuppy
said by moonpuppy:...Verizon would lose in court since they say, "Your call may be recorded for quality assurance and training purposes." Therefore, that could be used as 2 party agreement to record the call. I'm not an attorney, but in my opinion, if you got sued or prosecuted as a customer recording the call in a state like mine where two-party notification is required, you'd have a reasonable chance of winning that point in court. It's not a slam dunk, though, and some judges might rule against you; I think there is some degree of risk unless there's a legal precedent for it in your state. But I'd make sure to get the company statement, "Your call may be recorded for quality assurance and training purposes," included in the recording you make at your end if you're counting on it to get you off the legal hook as sufficient two-party notification. |
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| said by runnoft:said by moonpuppy:...Verizon would lose in court since they say, "Your call may be recorded for quality assurance and training purposes." Therefore, that could be used as 2 party agreement to record the call. I'm not an attorney, but in my opinion, if you got sued or prosecuted as a customer recording the call in a state like mine where two-party notification is required, you'd have a reasonable chance of winning that point in court. It's not a slam dunk, though, and some judges might rule against you; I think there is some degree of risk unless there's a legal precedent for it in your state. But I'd make sure to get the company statement, "Your call may be recorded for quality assurance and training purposes," included in the recording you make at your end if you're counting on it to get you off the legal hook as sufficient two-party notification. My point exactly. You are already notified by the company when calling and the CSR knows they are being recorded.
Now, if I ask during the conversation IF the call is being recorded and they give me a yes or the canned response, then I see no reason where I have to notify them I am recording the conversation since they are already under that assumption.
Furthermore, if I were to say I do not consent to being recorded, and they hang up, that would further go against them. |
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