VZW Dubious Math Skills

[jones]

http://media.putfile.com/Verizon-Bad-Math

Verizon's Dubious Math Skills
.002 cents per kilobyte equals .002 dollars per kilobyte?

Posted 2006-12-08 11:11:49 by Karl · tags: [wireless] [Oddities] [business]


A Verizon Wireless customer on their "unlimited" data plan heads to Canada and is told he would be charged ".002 cents per kilobyte." Noting that's cheap, he calls and gets confirmation. When he receives his $71 bill, he notices he's been charged $.002/KB, or "point zero zero 2 dollars per kilobyte," a hundred times more than the price given. Obviously there's a difference there, but when he tries to contact Verizon to clarify, he records a Verizon Wireless manager not being able to tell the difference.

[Andy]

Sad when there is a problem like this in the billing system and nobody knows enough math as to fix this...

[bobolito]

LOL! I can tell it is confusing, but I can't believe this is so hard to understand for some people after all the explaining the guy did.

[MOTOhooligan]

Verizon obviously does not have a math test for hiring a manager. Good find, jones.

[bobolito]

Originally Posted by Andy84094 Sad when there is a problem like this in the billing system and nobody knows enough math as to fix this...

Actually, there was no problem in the billing system. The problem was with the reps that don't know the difference between the amounts.

The author of this call, George Vaccaro, really deserves a standing ovation for his patience and putting up with this. It is ridiculous those people call themselves professionals.

[NokiaKrazy]

What tests are there to be a rep anyways?

[MOTOhooligan]

Originally Posted by NokiaKrazy What tests are there to be a rep anyways?

Probably none... but there should be. I would think a math, logic, ethics and typing test would be required for people wanting to become CS reps (not just for Verizon but for all wireless carriers.)

[Quint101]

Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1528; en; U; ssr))

Originally Posted by MOTOhooligan Originally Posted by NokiaKrazy What tests are there to be a rep anyways? Probably none... but there should be. I would think a math, logic, ethics and typing test would be required for people wanting to become CS reps (not just for Verizon but for all wireless carriers.)

I had an error in my favor... I have 250 messages in my plan and I wasn't charged for overage; I used 252. Lol

[NokiaKrazy]

Originally Posted by Quint101 Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1528; en; U; ssr)) I had an error in my favor... I have 250 messages in my plan and I wasn't charged for overage; I used 252. Lol

If you were charged, would you complain about paying for 2 messages? I hope not.

[Andy]

Originally Posted by bobolito Actually, there was no problem in the billing system. The problem was with the reps that don't know the difference between the amounts. The author of this call, George Vaccaro, really deserves a standing ovation for his patience and putting up with this. It is ridiculous those people call themselves professionals.

You are right. I listened to the recording the guy put up and it's quite hilarious. People are flat out stupid!!!

[Quint101]

Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1528; en; U; ssr))

Originally Posted by NokiaKrazy Originally Posted by Quint101 Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1528; en; U; ssr)) I had an error in my favor... I have 250 messages in my plan and I wasn't charged for overage; I used 252. Lol If you were charged, would you complain about paying for 2 messages? I hope not.

No, I wouldn't complain! I'd pay the fees and move on... I was burned with text overages to the tune of $3.60 before... I paid it. I just make sure that I don't go over the allowances since I don't want to pay extra!

[Andy]

Originally Posted by Quint101 Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1528; en; U; ssr)) No, I wouldn't complain! I'd pay the fees and move on... I was burned with text overages to the tune of $3.60 before... I paid it. I just make sure that I don't go over the allowances since I don't want to pay extra!

And since there are ways to check your Text usage so you can manage not to go over.

[bobolito]

Originally Posted by Quint101 Wirelessly posted (Q's Mobile Device: Opera/8.01 (J2ME/MIDP; Opera Mini/3.0.6306/1528; en; U; ssr)) No, I wouldn't complain! I'd pay the fees and move on... I was burned with text overages to the tune of $3.60 before... I paid it. I just make sure that I don't go over the allowances since I don't want to pay extra!

If my overage was $3.60 I probably wouldn't bother calling either. But when the bill comes in for $71 in extra charges that you were told you should not incur, you better fight for it.

[Quint101]

Agreed!!!

[jones]

A simple mind should make a simple comparison.
Is 1Dollar the same as 1Cent?
Then is .002Dollar the same as .002Cent?

Even if He wins this argument
he will end up paying for $71.00,
maybe he should file a complaint w/ Consumer Affairs.

[bobolito]

You might want to read this guy's blog, Jones. He got a full refund! Plus, there has been some interesting developments in the story:

http://verizonmath.blogspot.com/

Frankly, I don't see why he would not get a full refund given the public embarrassment Verizon Wireless is getting from this. I expect to see this story on MSNBC or Fox news, or even Jay Leno, if it hasn't already, just like the guy trying to cancel his AOL account.

[dmapr]

"I've been a supervisor for a long time" must be a very strong argument when discussing a math issue... I was laughing so hard, I cried.

[bobolito]

I wonder what Verizon's reaction would be if we started using the same methodology to pay the bills. I think only then, they will suddenly realize the difference between dollars and cents.

[syncmaster]

Kudos to his patience. I would have lost it on them after the first two people.... even listening to it is irritating to me because I'm not sure why it is such a difficult concept for them to understand.

-Charlie

[UFO]

Originally Posted by bobolito I wonder what Verizon's reaction would be if we started using the same methodology to pay the bills. I think only then, they will suddenly realize the difference between dollars and cents.

I bet the Collection Agency will be very accurate with their math skills regarding dollars and cents! And the fees they tack on after the point.

[bobolito]

I bet you Consumer's Report will make sure not to even mention this VZW episode on their next survey.

[ctk74]

Originally Posted by bobolito I bet you Consumer's Report will make sure not to even mention this VZW episode on their next survey.

Why should they? Does a mistake by a rep indicate a culture of incompetence among the 50,000 other employess of Verizon? They fixed their error. Is this really that big of a deal that it warrants attention of MSNBC and FOX news? Give me a break.

[Andy]

I can see how one or two reps lack common sense and can't differentiate dollars from cents, but how in the world can so many reps and supervisors not know the difference between dollars and cents? Of course Verizon is to blame for hirering people like this, but I think this just shows how much common sense some people here lack.

[bobolito]

Originally Posted by ctk74 Why should they? Does a mistake by a rep indicate a culture of incompetence among the 50,000 other employess of Verizon? They fixed their error. Is this really that big of a deal that it warrants attention of MSNBC and FOX news? Give me a break.

I guess you haven't been following the story. This is not just one rep. This is MANY reps and managers that have been reported by customers engaging in this unethical practice and it took the story reaching top Verizon Wireless executives, plus public embarrassment for them to do something about it. The story has been covered in MANY forums and blogs on the internet and it is just a matter of time before you see it in news sites if it hasn't already. So, given the scope of this issue, it does give a pretty good indication of how many rotten apples exist among Verizon Wireless reps, or as you put it " the culture of incompetence." What are the chances that you call CS and rep after rep and manager after manager ALL give you the same erroneous answer without even showing any signs of sorrow or willingness to take responsibility for the mistake or even admitting the error? It's not everyday something like this happens, and I am glad this can of worms got opened. Remember the story about AOL and the guy that wanted to cancel service? It all started on Internet blogs and YouTube just like this one, and the story ended on Fox News and MSNBC even interviewed the guy, further exposing and embarrasing AOL execs! You obviously ignore the power of the Internet these days. It is a very powerful tool customers can use to expose bad business practices that in the past went unnoticed.