Verizon Wireless Online/Phone support

I would have to give Verizon Wireless online support a below average rating.  This includes online (web) and phone support.

I have decided it is time to get rid of the old basic phone I have been using for 3 years now.  Time to upgrade to a smartphone.  Yeah, well maybe…  I went online and the site states the primary number (Jennifer’s phone) is eligible for an additonal $100 loyalty credit.  My phone, just eligible for a discount upgrade.  Jennifer doesn’t want a new phone right now (though her’s is approaching 5 years old!), so we want to use her extra loyalty credit for my phone.  And we want the advertised $100 gift card for switching from a basic phone to a smartphone.  Oh, and since Verizon mysteriously turned on the $29 unlimited data plan on my basic phone two months ago, we want that data plan to transfer to the new smartphone (Verizon doesn’t offer unlimited plans anymore, so if you didn’t have it already, your limited to 2GB for same price!)

I am one that prefers doing business via the Internet.  So I click on the support button to get the online chat with a representative to see what we can do.  Nothing happens.  I thought maybe it is because I am using Firefox and Linux OS.  So I reboot to Windows 7 and try again.  Still, nothing happens.  So I try IE, finally a box below the chat states “offline”  Hmmm, there support page stated online chat support is available from 7am – 2am eastern time.  It was only 7pm and the middle of the week, so I think maybe it is just temporary.  I continue to surf the net and come back a few times, still offline!  Ok, time to call the phone support.

I call the phone support and get a male sales rep.  Should have written his name and extension down!!!  I explain what I wanted to do, and he reviews the account.  No problem using the loyalty credit (leaving Jennifer with my old credit of just a discount) and no problem with the gift card.  (after he checked it out first to make sure).  When he states I have to add the 2 gig data plan, I inform him Verizon already has me paying for an unlimited plan that I don’t know who or why the added that, but I want to continue the unlimited.  He asks me “Do you know why somebody would have turned that on?”  Like, how would I know that??  After all, I have a basic phone, not a smartphone.  He looks at the account and sees the data plan.  He states he has to put me on hold while he talks to the customer support center to make sure they transfer the data plan properly.

After a few minutes on hold, a woman answers “Thank you for calling Verizon, how may I help you this evening.”  What, wait, why are you picking up may call….  I tell her another agent was working with me and was almost done, he just needed to check one thing and put me on hold.  She said, oh well give your phone number and let me look.  I give her my number and then she states, well what did you want to do this evening.  I ask, “can’t you see who was working with me and transfer me back.”  “No sir, but I can help you with whatever you need”  I start all over explaining what I want.  She then tells me I can’t have the loyalty credit and the gift card both.  I can only do one or the other!  We went back and forth and my blood pressure started rising.  I was almost done with the first agent, with everything I wanted to do and now I get some less friendly rep that says, I can’t do that and the other rep must have been mistaken!  Finally I get mad enough to tell her forget it.  I’ll just call back tomorrow and demand credits for the erroneous charges and forget renewing another 2 year contract.

When Jennifer came upstairs and checked her email, she saw there  an email from a Ruth at Verizon apologizing for our call being dropped.  She stated she understood I wanted the loyalty credit and the gift card and that was no problem, Did we want to go ahead with the order.   I sent an email back stating, Yes go ahead and don’t forget to transfer the unlimited data plan as well.

That was Wednesday night, it is now Friday and I have heard nothing from Verizon.  No email stating if she is proceeding or not.  No email showing the order was placed.  And when I go online, nothing indicating any changes at all.  Still shows the two basic phones on our account.

Further exploring, I see the phone I want is $299 with a two year contract.  I order it with my discount, it is $249.  However if I try to order is as Jennifer’s replacement, it is still $299 with a $100 credit.  So why do the show an extra $100?  In reality it is only an extra $50.

So as of now, I am debating.  Wait, or just go to the store and try to get an upgrade.  I hate Verizon stores as past experience shows me they don’t know their stuff very well either, especially if you start asking technical questions.   Stay tuned to see…will I get a new phone….or will I just demand a credit for something they are charging me for that I never asked for.

 

Gas Prices

Why is it when gas prices go up, every gas station is quick to change thier price, However when gas prices go down there is a huge variance between stations! Currently I am seeing gas prices raging from 2.56 to 2.84. That is a huge difference in price. I hear on the news the excuse is “Larger stations have a stock pile and can not change price as quick as smaller stations that buy gas as needed.” This does not make sense! When prices go up, they don’t wait until their stockpile is depleted before raising the price!

Make sure you travel the extra mile to get the cheaper gas. Maybe those guys who are hedging their bets on making a extra money will think twice about their game.

Innocent Child

This week if you turned your TV on at all, you probably heard parts of the voicemail that Alec Baldwin left his daughter.  He was portrayed as a bad father and such.  I think the message was very inappropriate  for a father, however I also feel it was just as bad if not worse to have let this recording be heard by the general public!

This is an eleven year old child.  It has to be devistating  for a child to hear such anger from her father, but then for the whole world to hear this!  No matter what the child does or where the child may go, it has to be in her mind that people know her dad’s words to her.  Even if she doesn’t believe her dad’s words, she now has to contend with the public thinking she is rude pig that needs straightening out!  Or at least that is what her mind is telling her.   She doesn’t need straightening out, just loving guidance impartial to her parents fights.   She is a child caught in a battle that she has no control over.  She is the one paying the price for her parents hate toward each other.  She is innocent, and needs to be left out of Alec and Kim’s issues!  Both parents need to learn to support her no matter what, even if it means not getting their way with their former spouse.

Both Alec and Kim should be held accountable.   And the media isn’t so innocent either.   Don’t they stop to think how much damage to a little girl this will do?  Is the dollar so mighty that an innocent child must pay the price?  Come on people, this child is worth more than our entertainment.

Morning Call

The Morning Call is Allentown’s local newspaper.  Apparently, subscribers are not their priority.  The paper used to be decent with delivery to my front door.  It was nice on the weekends to just reach out the door and grab the paper to read.  But, not any more!

A few months back, the paper decided to reduce it’s delivery costs. (their costs, not mine!)  They consolidated routes, meaning some carriers lost their jobs, while others had more work to do.  In order to add the work load to those carriers, they installed paper boxes next to each mail box at the street and stopped delivering to the door step.  This was just the first annoyance!

Now when it rains, the paper is never all the way in the box protected.  Part of it sticks out and gets wet.  Nothing like reading a wet newspaper!  Now I have to treck out to the street in my robe or get dressed.  I prefer on the weekends not to get dressed right away, as once I am dressed, I feel it I should be doing something other than relaxing.

Then a few weeks ago we received the Sunday paper without the ads.  Now the whole reason for subscribing to the Sunday paper is the ads.  When trying to call the circulation dept, I had to wait on hold for well over 30 minutes.  Then when I finally got through, I was told they couldn’t redeliver since they didn’t have anybody to bring a new paper out.  So much for their web site advertising if you call before 10:30 am, they will redeliver a missed paper!  So I took the option of having the ads section delivered on Monday.  Of course when Monday came around, there were no ads delivered!  My wife then called in anger only to learn they lost the ads due to a vandal burning them at their drop off point.  Now, if they had been honest the day before and explained, I think we would have been more receptive to the problem.  By this time, we are just plain mad.

Again this weekend, I didn’t get a Saturday paper.  I called at 9:00am to report my no paper situation.  Again, I was told their was nobody to redeliver the paper.  The girl admitted their seemed to be a problem in my neighborhood.  Seems if the there were more people than just me not getting the paper, somebody would have taken corrective action immediately.  Not the Morning Call.  It is just sorry, do you want a credit, or would you like Saturday’s paper on Sunday!

Maybe when their subscribers started dropping off and then advertisers begin declining putting ads in their paper, then they  might wake up and realize that without satisfied readers, their product is worthless.

Hotel Rewards?

Do you travel much? When you travel, do you use rewards cards? Do you try to choose hotels where you have a reward card? If you answered yes to these questions, I bet your hotel rewards entitles you to spam as part of the reward!

I travel for business and my company allows me to choose a hotel based on a list of approved hotels. I do like to choose a hotel that I carry a rewards card. WHY? Not just to earn a free night somewhere (I hardly ever use free nights). I just like to have that tiny extra perk of maybe a free upgrade or the newspaper delivered to my door or express check in. Not much to ask for, but those tiny things make a difference.

But the cost of those tiny rewards are periodic emails from the hotel chain. The ones that advertise their own specials are as annoying as the constant ones they send wanting you apply for a credit card. Now I know if you apply for one of those cards, they get kick backs from the credit card companies. But don’t you think they should at least send you a decent rewards card…. like one that doesn’t fall apart because it is thin paper.

Last year I signed up for the Hilton HHoners program. All I had was that thin paper from the application to show my hhoners number. Well, after the first 2 nights I at their hotel I traveled to another city and tried to use that little piece of paper to get points. I was told, “oh you just signed up so you aren’t going to be in the computer. Can’t give you points, but just send Hilton a copy of the bill after they send you a permanent card.” Okay.

Time goes by and I travel more, but I use my other hotel choice where I already have a card. In the mean time, I get many emails from Hilton HHoners begging me to sign up for their credit card. Finally in January I get frustraded at the constantly getting credit card offers from them and still no permanent card. I email them a slightly sarcastic email about why would I want a credit card from a company that can’t even send a simple member card in the mail. After a few days, I get a reply applogizing and telling me their records show they sent the “Welcom Kit” months earlier, but they would immediatly send me another “Welcome kit”

Two months later… still no welcome kit. But I have been getting more offers encouraging me to stay at their hotel and sign up for a credit card through them. So I send their reply from two months earlier back to them with a note “Still waiting”. I got the usual meaningless autoreply that somebody would respond within 72 hours. That was 3/28/2006. Hmmm, today is 4/11/2006. Must be modern math, old school math shows that to be a long time longer than 72 hours. No reply and No Welcome kit. I had to stay at one of their hotels a week or so ago, not because I choose them, but because they were the only one with a vacancy. No points earned there!!!!

Don’t get me wrong, I am not picking on Hilton. I believe this occurs all the time. The main purpose in giving rewards is not to give you any perks… It is to give the hotels your name, address, email, etc. so they can legally solicite you. Sad thing is there are enough people out there that buy their sales pitches for credit cards that it pays them to continue, but don’t expect them to share with an extra perk.

Oh well, enough for today’s soap box. Off to send HHoners another email asking that they at least email me my number since they don’t seem to remember how to use the US Postal service.