Sorry for the delay, I've been tied up lately.
This is not a Verizon specific question, but rather a generic industry question because I have had issues with this on AT&T, which is why I am looking to bail.
How are you guys evaluated for your performance? Do you get credit if the customer does not cancel on that phone call? Do you get credit if the customer stays a customer for the next xx days/months or renews a contract?
Most importantly, are things tracked if the customer calls back a few days later claiming that you promised things that you had no authority promising (for example 50% off the plan cost)? Or is such behavior condoned if waiting a few days would mean that the customer is now locked into a contract and can not leave if what was promised was not delivered because it could not have been delivered?
Nope, no credit whether the customer stays or goes. They will occasionally "coach" us how how well a call went. So I guess our motivation would be the off chance that our supervisor pulled that save call to coach us on. Honestly, I don't give a rats ass if you stay or go to ATT. Yes, I will do what I can for you, I will look to reduce your bill or solve your issues, but at the end of the day... what you spend your money on and the services that you get do not affect me.
Yes and no. Things are tracked, whenever you made a call in your account automatically gets time stamped with the date, time and person you've spoken with for reference. That being said, it's up to that rep to note the account well enough for future reference. I've personally seen reps promise the world to a customer, hang up... and write on the account that the customer was rude and hung up on the rep. Ridiculous, but not unexpected. No, that behavior is not condoned. Verizon as a company doesn't want to screw anyone over despite bad situations or tough breaks.
How do you qualify for the free data plan for life?
Also when is the Thunderbolt going to get some love from verizon? We have to live with all these problems and seems like Verizon and HTC is dragging their heels on a fix. THere was a fix leaked that seemed to work for the bolt owners that installed it. Then we heard Verizon wasnt using that one. Is verizon going to compensate us for enduring this problem? I for one have been very patient but my nerves are fraying to the point of it seems like verizon got my money for the phone and I pay a monthly bill for the service but when your typing something and your phone reboots you lose what you type.
Oh yeah when is gingerbread coming to the Bolt.
No such thing as free data for life. We did have a promo where it would discount your data package from $30 to $10 which was sweet, but that was back in January.
You'd have to ask HTC about the issues with the Thunderbolt. Verizon doesn't come out with those patches themselves as much as HTC is involved. Thunderbolts seem to be very hit and miss, one is great, one is horrible.
Are you a direct rep or outsourced
Direct. All loyalty reps are direct. If you are speaking (or think you are speaking) to outsourced, PLEASE have them transfer you. They are terrible, they make my life hell because they make your life hell.
I am saddened by the sub-$30k. I find that Verizon has the best customer service out of any company I deal with regularly. The people always answer my questions thoroughly and are well informed and friendly.
Another question: I have 5 phones on my plan. The main number has a 22% discount on it and 4 of the 5 have full data plans. The main number has an enterprise email package on it and the one phone without the data has unlimited texting. I am paying ~$240-250/m for the phones. Does this sound like a normal price? Should I explore other options? I obviously spend a lot on an annual basis and have been with Verizon for close to 10 years. Any way to get my bill cut/discounted
Don't be saddened. Each of us knew the salary before starting, and I consider myself lucky to have a job in this economy.
We don't offer unlimited texting for one line... how much are you paying? You'd be better off switching to a Talk and Text plan, then getting the Talk Text Data discount which would give you $40 off. But yes, that sounds about right for the costs of the phones... honestly, it's only $50 per phone, not bad. That being said, sure.. shop around... see if the cheaper services will do it for you. I encourage everyone to see what else is out there, just don't be fooled by marketing ploys or pricing that's too good to be true.
I am in a similar situation, with 5 lines on a 1400 minute family plan. I only have one data plan and am spending $175/month and have been a customer for 8-10 years. I talked to a rep about buying a Droid X2 via Amazon Wireless (they had a cheaper price) and she told me that my discount would only be $50 for the phone upgrade. I thought I still had one more cycle on my NE2 deal and my discount would be higher. Are there any options for a discount on my service and/or a larger discount for the upgrade (other than threatening to leave)?
Thanks!
Hmmm, hard to say without seeing the actual account. As for the NE2 credit, it depends on the last phone you purchased and your price plan. It does not ever go up during your two year contract though, you either have it or you don't. I would look around on Amazon and Wirefly... however, with either of those you are subject to extra fees, especially ETF fees... sometimes up to double, just be careful.
If you threaten to cancel, we are able to take an additional $50 off most devices. Will the rep know they can do this? Will they offer it to you? Who knows. But we are able to.
will vzw be forcing people into tiered data if we buy a new 4g phone at full price without signing a contact?
I have unlimited 3g so if I go buy a 4g phone after tiered data starts will I have to go tiered even if I don't sign a new contract and pay full price for the phone?
Probably. We honestly haven't had ANY info on tiered data or how it will work yet, I'll let you know when we do though. I would assume you will need the new data packages regardless of contract or not. However, I am surprised to hear that even existing customers will be forced to change to tiered when it's time to upgrade again. I think they will lose droves of customers that way.
It hasn't been specified if 3G and 4G will be different costs though. I'd have to assume that they will be the same. Seems like a bad business decision to increase the cost of 4g before that ball even gets rolling, ya know?
