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Thread: Confessions of a Verizon Employee

  1. #1
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    Confessions of a Verizon Employee

    5.5 years there. Had to get out. Senior management has turned a blind eye to ethics and integrity. They honestly don't care if retail reps slam customers into extra lines of service presented in a bundle plan package.

    For example, customer comes in with more everything plan, and they are used to doing two year contracts.

    3 options presented.

    1. 2 year contract with device price, upgrade fee, and accessory package quoted. Monthly bill is often inflated by higher 2 year line access fees.

    2. Device payment is presented. With accurate package, still cheaper than 2 year up front, and oftentimes cheaper monthly. This allowed reps to add in extra lines like Hum or Gizmo or tablet, and make it seem cheaper as a monthly package than option 1. Customer never told that they didn't have to get extra line.

    3. Same as option 2, but with an extra bogus line included. Priced about the same up front but usually only a bit more monthly than option 1.

    Customers who were naive would almost always choose option 2, sometimes option 3. Customers were never told they could do DPP only and leave the extra lines alone. Many times, activation fees were not disclosed, waived by managers, or included in the "up front" cost. Managers and reps would frequently celebrate when option 2 or 3 was selected, and customers were stuck with things in their bag that they didn't necessarily want or need. This was the art of deception at its best.

    Often times promo trades and bonus GB would make option 2 and 3 more appealing on paper. Problem was, customers could have had cheaper bills, instead we were paid and applauded to load up the extras via the three choice deception.

    This was in northeast Ohio. Best of luck to all.

  2. #2
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    Funny story. Recently made a decision to leave verizon as a customer after being flat out lied to by a corporate rep...was told upgrading a hotspot to a tablet wasn't possible, then I couldn't use the DPP and I had to sign a two year contract. Final nail in the coffin for that rep was when they said they would cancel the hotspot line after activating the tablet line on a two year; come to find out there was no action taken for cancellation. Went to a different corporate store to reverse everything and came to find out the lack of ethics and integrity is company wide now. The rep who helped me had already turned in their two week notice themselves.

    I never expected cell phone companies to be ethical; but don't be deceitful. If you're going to line your pockets, make it worth something to the customer too.
    ------------------------------------------------
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    "People sleep peaceably in their beds at night only because rough men stand ready to do violence on their behalf..."

    God bless our Marines...

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    I've worked for vz and have also been a customer. In simple terms I don't miss either aspect. Some of their prepaid offers are tempting but the more I think about it the more I realize the company seems to care less and less about the employees and customers. Sad to see since it used to be a pretty decent company

    Sent from my HTCD100LVW using HoFo mobile app

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    Quote Originally Posted by wilbur101 View Post
    I've worked for vz and have also been a customer. In simple terms I don't miss either aspect. Some of their prepaid offers are tempting but the more I think about it the more I realize the company seems to care less and less about the employees and customers. Sad to see since it used to be a pretty decent company

    Sent from my HTCD100LVW using HoFo mobile app
    I can't remember getting ripped off at any Cell Phone store recently. Both Verizon and AT&T reps have been very helpful. Of course I always go to the corporate store and have everything checked out online beforehand.

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    Quote Originally Posted by techfranz View Post
    I can't remember getting ripped off at any Cell Phone store recently. Both Verizon and AT&T reps have been very helpful. Of course I always go to the corporate store and have everything checked out online beforehand.
    vzw lies about you data usage. many articles on the subject.

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    Quote Originally Posted by bigbudha View Post
    vzw lies about you data usage. many articles on the subject.
    or people are ignorant about their data usage. How many people can't tell you the difference between a MB and a GB? How many people don't know how much data an app uses. How many people fail to turn off background data or have apps update only over wi-fi or turn off auto updating on apps? How many people fail to change the streaming settings on video app like Netflix or Youtube when on mobile so it uses less data? How many claim they don't use any data then they tell you they do 5-10 speedtests a day? Or they went somewhere where they roamed and it can take weeks for the other company to report data usage back to Verizon. These explain 99% or more of supposed data issues. Funny how what my phone says and what Verizon says is easily with 98% of each other and any discrepancy is usually in MY favor. Am I on some "do not screw over" list?

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    Quote Originally Posted by Nunya_Bizness View Post
    or people are ignorant about their data usage. How many people can't tell you the difference between a MB and a GB? How many people don't know how much data an app uses. How many people fail to turn off background data or have apps update only over wi-fi or turn off auto updating on apps? How many people fail to change the streaming settings on video app like Netflix or Youtube when on mobile so it uses less data? How many claim they don't use any data then they tell you they do 5-10 speedtests a day? Or they went somewhere where they roamed and it can take weeks for the other company to report data usage back to Verizon. These explain 99% or more of supposed data issues. Funny how what my phone says and what Verizon says is easily with 98% of each other and any discrepancy is usually in MY favor. Am I on some "do not screw over" list?
    Shill much for Verizon. Vzw overcharged me by the tune $900 for phone calls in the early 2000. Took about 6 months for me fighting with them. They finally admitted there mistake and credited me back my money. I just love how you say the user is wrong. So many complaints on over billing for data. I don't know your back ground. Vzw and sprint are infamous about over billing and fictitious charges.

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    Quote Originally Posted by jamesstarks15 View Post
    5.5 years there. Had to get out. Senior management has turned a blind eye to ethics and integrity. They honestly don't care if retail reps slam customers into extra lines of service presented in a bundle plan package.

    For example, customer comes in with more everything plan, and they are used to doing two year contracts.

    3 options presented.

    1. 2 year contract with device price, upgrade fee, and accessory package quoted. Monthly bill is often inflated by higher 2 year line access fees.

    2. Device payment is presented. With accurate package, still cheaper than 2 year up front, and oftentimes cheaper monthly. This allowed reps to add in extra lines like Hum or Gizmo or tablet, and make it seem cheaper as a monthly package than option 1. Customer never told that they didn't have to get extra line.

    3. Same as option 2, but with an extra bogus line included. Priced about the same up front but usually only a bit more monthly than option 1.

    Customers who were naive would almost always choose option 2, sometimes option 3. Customers were never told they could do DPP only and leave the extra lines alone. Many times, activation fees were not disclosed, waived by managers, or included in the "up front" cost. Managers and reps would frequently celebrate when option 2 or 3 was selected, and customers were stuck with things in their bag that they didn't necessarily want or need. This was the art of deception at its best.

    Often times promo trades and bonus GB would make option 2 and 3 more appealing on paper. Problem was, customers could have had cheaper bills, instead we were paid and applauded to load up the extras via the three choice deception.

    This was in northeast Ohio. Best of luck to all.
    That is why I always order online and stay away from reps. I always went in knowing exactly what I wanted (and often more than the reps knew) so I wouldn't get conned into something else.

  9. #9
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    Sounds like a class-action suit in the making similar to Wells Fargo.

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    Quote Originally Posted by bigbudha View Post
    Shill much for Verizon. Vzw overcharged me by the tune $900 for phone calls in the early 2000. Took about 6 months for me fighting with them. They finally admitted there mistake and credited me back my money. I just love how you say the user is wrong. So many complaints on over billing for data. I don't know your back ground. Vzw and sprint are infamous about over billing and fictitious charges.
    Were' talking about data not calls and were talking about 2016 not 16 years ago. Do you think something that happened 16 years ago is even relevant? And funny who the nearest complaint you seem to have is from 16 years ago. That seems pretty good then.

    yes many complaints doesn't mean they are real. Once again READ I mean actually READ with an OPEN mind, my previous post.

  11. #11
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    Quote Originally Posted by blacksurfer View Post
    Sounds like a class-action suit in the making similar to Wells Fargo.
    Try reading your customer service agreement.

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    Quote Originally Posted by blacksurfer View Post
    Sounds like a class-action suit in the making similar to Wells Fargo.
    Yes, please. Just found out if I can read through two more threads of forum lawyers duking it out over FCC regs, I qualify for a correspondence course law degree.
    Nexus 5x, Pixel 2, 3, 3a, Moto X4, G6 & G7 on Google Fi
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    Quote Originally Posted by Nunya_Bizness View Post
    Were' talking about data not calls and were talking about 2016 not 16 years ago. Do you think something that happened 16 years ago is even relevant? And funny who the nearest complaint you seem to have is from 16 years ago. That seems pretty good then.

    yes many complaints doesn't mean they are real. Once again READ I mean actually READ with an OPEN mind, my previous post.
    Once a thief always a thief.

  14. #14
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    Quote Originally Posted by bigbudha View Post
    Shill much for Verizon. Vzw overcharged me by the tune $900 for phone calls in the early 2000. Took about 6 months for me fighting with them. They finally admitted there mistake and credited me back my money. I just love how you say the user is wrong. So many complaints on over billing for data. I don't know your back ground. Vzw and sprint are infamous about over billing and fictitious charges.
    Because most of the time it is wrong. Customers claim they didn't use data Verizon said they used and use a claim like "I always watch a 1 hour movie, but now it's using more data. Verizon is screwing us". Instead of actually looking at their phones data use setting to see if it's actually right.

  15. #15
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    Quote Originally Posted by bigbudha View Post
    vzw lies about you data usage. many articles on the subject.
    I have never seen, since I've been with Verizon starting in 2003, inaccuracy with their data billing.
    ---
    Cellular One (AT&T), Sprint, now Verizon.

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