Verizon Caught Saving Customer Money. WTF?

 

photo by Thomas Hawk

photo by Thomas Hawk

I stumbled upon an article on The Consumerist about Verizon calling a customer to tell him he could save money on his plan. Yeah, yeah, yeah – I’ve heard that a million times… “can we look at your account to try to save you money?” Then they up-sell you and you end up with a 5-year contract or some other ridiculous commitment.

BUT, that wasn’t the case here. It seems as though they actually wanted to save this customer money (and they DID). It seems like they actually cared that he had a good experience. It seems like they actually wanted him to be a satisfied customer. ((Check out the full story at the end of this post))

This is weird. I don’t know how to deal with this. Companies aren’t supposed to do that. Companies are supposed to extort you and squeeze every last dime out of you and then move on to the next poor sap. So, big kudos are in order for Verizon. THIS is exactly the way a company should treat it’s customers. This is exactly the way to keep a customer – do right for them. Hmm – that’s a pretty good idea.

(FULL STORY):

“…another call. This time it was from Rosanne. I am pretty sure that was her real name too. I was talking to somebody in Verizon’s customer service department whom is apparently tasked with reviewing new accounts and making sure everything is okay (kudos to you for having QA/QC on your plans Verizon!). She asks if my phone is for corporate use. “No”. But you have a corporate plan. “Yes I know, it is for the discount program at work”.

It turns out that she wanted to save me money, and she did to the tune of $40 per month! Basically for somebody who is not a corporate user, doesn’t need to get email from an exchange server or have access to the intranet at work, the $45 per month Blackberry plan (hence forth, VZW BES) was not required. Instead, I should have the $30 per month plan (hence forth, VZW BIS). Now, the VZW BES is labeled on Verizon’s website as “Unlimited Data” while the BIS is just “Internet and Email”. I confirmed with the CSR at least 3, maybe 4 times that both plans included unlimited data (that is, until I suck down 5 gigs worth to my Storm!). She told me that they were (she did go and confirm some things either with a supervisor or the computer, and I was on hold for the 2 or 3 instances for no more than 45 seconds).

So BAM, right there switching the Blackberry plans saves me $30 a month over both lines with zero change in services I am actually going to be using. I am not paying for things I won’t use now. This is awesome. Further more the CSR decides to check our minutes usage. We have a 700 minute share plan at this point, the smallest / cheapest they offer. We barely use 300-350 total peak minutes between the two of us on a busy month. Turns out, there is an unadvertised “loyalty” plan that is used for “loyal customers” (and probably also for those threatening to leave VZW) that is a share plan of 550 minutes and is $10 per month less. As a bonus we were given 500 additional minutes that is a “reserve” of sorts. If we do go over rather than getting billed the minutes come out of that reserve first. Cool eh?

So after 14 minutes and 3 seconds on the call, I am not saving $40 per month. How cool is that?”

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3 Responses so far »

  1. 1

    DB said,

    While I am not a huge “brand bandwagoner”, I will say that Verizon’s excellent customer service is the reason why I went straight to them for a temp phone when I was on leave to the States. It might have cost me more than a competitor, but their customer service is worth its price.

  2. 2

    Rob said,

    You say your not jaded, but your response to what corporations are “supposed to do” speaks otherwise. Be like me and admit a decent amount of cynicism!

  3. 3

    Mike McDowell said,

    Not jaded – just conditioned.


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