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View Diary: Where do we go from here on net neutrality? (43 comments)

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  •  Let's be frank about Verizon (4+ / 0-)
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    sturunner, Eyesbright, Tamar, quill

    I have an account with them and while I love the speedy Internet and app access, I was completely duped by a Verizon store employee back in November 2012 who said when I was moving from my Blackberry to an iPhone 5 that I'd get my unlimited data plan, even if I was on a family plan.  Turns out, that wasn't the case and I got text messages from Verizon indicating I was at 75% and so of usage of my data plan.  I called Verizon and had a testy exchange with an arrogant customer service representative who wouldn't even let me talk to her manager.  

    Verizon is not run very well, doesn't seem to have sympathetic management and has people who work at stores with either limited intellect, training and education.

    Nowadays though, since I continue to use my iPhone, if I have any issues with it, I just go to my nearest Apple store in Berkeley on 4th Street and deal with them.  I never deal with Verizon representatives because they aren't all that bright and UGH.  Yeah, that's the end of my discussion on them.  I will say though that Apple Store reps really kick ass.

    •  I wouldn't say "they aren't all that bright," (1+ / 0-)
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      because I've dealt with a fair number of Verizon people who were excellent. The problem has always been the company. I've had many difficulties with Verizon but they all seem to stem from company policy that limits the amount of information any one employee has and forbids them from actually talking directly to employees in other divisions of the company. For example, when I ran into problems getting FIOS installed -- I would get email reminders of appointments I had never made and then other appointments which were total no-shows by Verizon. I called and got someone who spent time trying to figure out the problem but got stuck. The Verizon employee said something like "I can see you here in the computer, but I can't tell what happened to the appointment on this system. You'll have to call the X department and ask them. We don't get that information on our system and I'm not allowed to call them myself."
      This happened across various types of problems and various departments, including someone who came out to set me up with my original DSL modem who told me the same thing -- and he was very very good at his job (and gave me lots of good advice).

      While Democrats work to get more people to vote, Republicans work to ensure those votes won't count.

      by Tamar on Thu Jan 16, 2014 at 04:32:53 PM PST

      [ Parent ]

      •  True (1+ / 0-)
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        My statement was a point of frustration and not necessarily meant to go after anyone who works for Verizon.

        But the problem is, Verizon really makes people become dicks in certain stores or at least the managers have a poor way of empowering employees so they can be able to treat customers better in the return.

        Either that or the salaries really aren't the best for employees.  I mean, there's only so much you can do with customer service and a crappy salary and a crappy job that won't get you anywhere.

        •  yes -- and we've actually been signed up for (0+ / 0-)

          extra "services" that we never asked for.
          Most recently: joke of the day or something. Since I signed up and knew exactly what I agreed to (and joke of the day wasn't in it) I was furious -- I don't know if it was the salesman or something they automatically do when you sign a contract, but as soon as we got the first bill with a $5/month charge for joke of the day, I got on the phone to Verizon. At first they gave me a song & dance about how it was a 3rd party service, not up to them. But I kept going up the chain of command and finally got a supervisor to remove the service and all charges. (Which shows that it was within their control).
          The same thing happened to my older daughter when she signed a contract several years earlier at a different Verizon store.

          While Democrats work to get more people to vote, Republicans work to ensure those votes won't count.

          by Tamar on Fri Jan 17, 2014 at 09:15:08 PM PST

          [ Parent ]

          •  Why doesn't Apple offer cell phone service? (0+ / 0-)

            I say this because while I purchased my iPhone at a Verizon store in Downtown Berkeley (where I live), I almost feel that every time I have problems with my iPhone I always turn to Apple because at least people that work there:

            1)  Really know what the hell they're doing
            2)  Treat customers well and always do what they can to serve them and are always helpful.  They give customers what they want and no B.S.
            3)  Whenever you ask questions to Apple employees, you never feel as if you're unsatisfied with their service because they are more knowledge-based whereas Verizon folks are more about selling.

            But on the issue of net neutrality, I'm not surprised Verizon is fighting it.  They've had such a bad track record with being fully transparent with customers that you wonder if they are purposely trying to nickle and dime customers just because they believe as long as cash flow keeps coming, they can do what they want.

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