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That reminds me with my experience at Staples once where I was trying to buy a router with their 110% price match guarantee. Long story short, the best they could figure was that they would sell me the router at the other store's advertised price, or a 100% price match.
I spoke with the manager with a sign explaining their own policy from their checkout lane and he just didn't understand what was meant by 110%. I tell him the difference in the price is $40, your policy says you will give me 110% of the difference. So 10% of 40 is 4, 40+4=44. You need to reduce your price by $44. No go.
After a several minutes I decided all I really wanted was to take the router and go home, and that the $4 was not worth my time. As it was I could have billed him for a quick 3rd grade math lesson.
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I have followed that all weekend, and it doesn't surprise me that the CSRs are that stupid.
However, I have yet to see printed/published evidence that the rates were listed in one way or the other.
VZW seems to intimate that their rate for that service really IS $0.002 or .2 cents per kilobyte, but I don't understand why the guy didn't get that IN WRITING before he went and used all that service.
I get the feeling both parties are being somewhat disingenuous in this situation.
The customer KNEW that the $.00002/kb rate they "quoted" him was too good to be true, and he ran up a big bill figuring he would have an out.
Verizon also knows that the .2 cents / .002 dollars thing is confusing to customers, and that's why they make it difficult to find a published rate, and have under-trained their CS staff.
If I were a VZW customer, I'd be all up in their grill trying to get a refund [assuming I used data service in Canada, of course].
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[quote Seacrest]I have followed that all weekend, and it doesn't surprise me that the CSRs are that stupid.
However, I have yet to see printed/published evidence that the rates were listed in one way or the other.
VZW seems to intimate that their rate for that service really IS $0.002 or .2 cents per kilobyte, but I don't understand why the guy didn't get that IN WRITING before he went and used all that service.
The customer KNEW that the $.00002/kb rate they "quoted" him was too good to be true, and he ran up a big bill figuring he would have an out.
He DID get it in writing. When he talked to the first person before he went to Canada, he asked that they document in his account file what they were telling him... 0.002 cents/kb. He did this because he knew it was wrong, but he felt like he ought to be able to hold them to it.
Then, each succeeding person he talked two revalidated the 0.002 cents/kb rate. And specifically looked it up. And specifically ARGUED that it was not 0.002 dollars/kb.
I think he ran up his usage based on his normal usage. He has an unlimited plan in the U.S. A $70 bill for service while on vacation is not outragous. But the fact is that they did quote to him 0.002 cents/kb. Over and over and over... up to and including every person on the recording.
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Oh, God...I can't. I love spending time here before work, but this is just going to get me all angry and worked up before I go. :-)
