Because when it comes to the fine print, it doesn’t matter what you’re told, it just matters what they decide to honor. As this Verizon customer learned when he was given some free bonus minutes by a Verizon customer rep named Dave, only to discover an unexpected $250 charge on his bill. He called Verizon again and … well …
R: That is not what Dave said. Dave was very aware I had a ‘shared’ minute account and I was asking how to avoid over-the-plan minutes on either phone. Dave said the bonus minutes could be used by either phone.
V: If Dave said that, he told you wrong. The bonus minutes he added only apply to the first phone and are not shared. Also, to repeat, Dave did not follow Verizon procedure and should not have added that many bonus minutes.
R: Again, from my side, I have to rely on what your representatives say. I have no control on the level of training or how much your representatives learn and follow what they are told. So what you are saying is the bonus minutes Dave added to my shared account cannot be shared?
V: That is correct and if Dave told you different, he was wrong.
R: I have to rely on what Dave said. Can you play back the recorded line conversation between Dave and me to verify what was said?
V: No. If you want to listen or get a transcript of the recording you will have to obtain a court order.
R: Have you listened to the recording?
V: I cannot tell you if I have.
The helpful Verizon person finally offered to upgrade the person’s contract level to cover the charges — for an extra $20/month, minimum 12 months (i.e., just short of the $250 being asked for). Verizon also offered $50 for the person’s trouble. He took the $50, paid the $250, and let his Verizon contract lapse the next month.
How to win customers and influence people …