WHY
😡 why is it that everyone thinks the company should inform them that they are goin over their mins, or their text messages, dont people know what reponseablity is? another thing i can not stand is why do people think they can ask for unbilled info?
people always say well its my number and im paying for it.....read the contract you are payin for a service and if vzw wanted to they can stop service at anytime, so unbilled info is not the customers info until the bill PRINTS
everybody wants something for nothing and that bugs me
people always say well its my number and im paying for it.....read the contract you are payin for a service and if vzw wanted to they can stop service at anytime, so unbilled info is not the customers info until the bill PRINTS
everybody wants something for nothing and that bugs me
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society sucks, and the mentality that they are always entitled to something for free just because they pay a few dollars per month is pathetic! You provide a service, is up to them to keep track of their minutes and their phones! like wtf! babysitter service anyone???
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actually that is a great idea!!!! Verizon could advertise babysitter service as an add on for like $5 a month. With this service someone will call you and say hey jacka$$ you are out of minutes stop using your phone. Or hey no more Txt messaging till your bill cycles you idiot.
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or, you could jus move to cingular and reap the benefits of having rollover 😛
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you must be one of the VERY intelligent cingular employees. i think we were talking about customers who continualy go over their minutes since they basically didnt believe they would use as many minutes as they actually do. so there would be no rollover. and what good is rollover anyway. come on now. get some common sense please.
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"Rollover" "Start your nights at 7" A gimmick used by Cingular to entice their customers into signing on with their customers.
Where's the gimmick on our plans?? We don't have one!
I know a lot of Cingy customers, and only 1 gets full use out of Rollover. Their family runs a Carnival business, so in the winter when the business isn't running, they are accumulating all their minutes in rollover to be used come summer time. Besides, most people get off the Rollover kick when they find out that they loose them after 12 months.
Where's the gimmick on our plans?? We don't have one!
I know a lot of Cingy customers, and only 1 gets full use out of Rollover. Their family runs a Carnival business, so in the winter when the business isn't running, they are accumulating all their minutes in rollover to be used come summer time. Besides, most people get off the Rollover kick when they find out that they loose them after 12 months.
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Obviously you know all of the wrong Cingular customers then. Rollover has saved myself, several family members, and friends plenty of times.
You can call Rollover a gimmick all you want...but you can't deny it's better than not having it.
You can call Rollover a gimmick all you want...but you can't deny it's better than not having it.
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Both "nights start at 7" and "rollover" are real benefits, not gimmicks.
Just because a competitor offers a feature you don't doesn't make the feature a "gimmick". Verizon has features that are every much as "gimmicky" - for example: IN, nights and weekends, "free" (not) phones -- all are "gimmicks" relative an offering that doesn't have these features.
It's just healthy competition and customers benefit from it.
I am currently with Verizon and just out of contract. I'm seriously considering Cingular, mostly for the rollover feature. My monthly average usage over any 12 month period is well below my monthly allotment, but every so often, the stars align badly (for example, a family medical crisis coupled with a vacation trip) and I'...
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Just because a competitor offers a feature you don't doesn't make the feature a "gimmick". Verizon has features that are every much as "gimmicky" - for example: IN, nights and weekends, "free" (not) phones -- all are "gimmicks" relative an offering that doesn't have these features.
It's just healthy competition and customers benefit from it.
I am currently with Verizon and just out of contract. I'm seriously considering Cingular, mostly for the rollover feature. My monthly average usage over any 12 month period is well below my monthly allotment, but every so often, the stars align badly (for example, a family medical crisis coupled with a vacation trip) and I'...
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tipring said:
Just because a competitor offers a feature you don't doesn't make the feature a "gimmick". Verizon has features that are every much as "gimmicky" - for example: IN, nights and weekends, "free" (not) phones -- all are "gimmicks" relative an offering that doesn't have these features.
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How is IN, Nights and Weekends a "Gimmick"? IN is IN Network (Mobile to Mobile)..and last I checked Cingy offers M2M, Nights & Weekends, and "Free" Phones with a 2 year contract. The above aren't gimmicks, they are pretty much standard anymore.
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Doesn't "IN" also entail unlimited TXT/PIX to those who are "IN" for $5?
Sounds "gimmicky" to me.
Sounds "gimmicky" to me.
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No. We used to have an Unlimited IN for $5 plan, but they discontinued that promo. Our current Txt/Pix/Flix plans $10 or higher get you unlimited IN Network messaging plus an additional allotment for anyone outside of the VZW Network. I'll agree, it's a gimmick. But quite frankly that part isn't the deciding factor for a customer. Customers are more concerned with their actual calling plan details than the details behind their data plans. The customers we see are more into when their nights start, and whether or not their minutes rollover.
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As I understand it, upthread the claim was that rollover and 7PM nights were "gimmicks". Yet, there is little qualitative difference between these "gimmicks" and the features I mentioned. As far as I can tell, the only reason the "gimmicks" were labeled as such was because Verizon doesn't offer them - not because they are truly gimmicks.
Every feature I mentioned was once a "gimmick" in that only one carrier offered it. Indeed, one of them (7PM nights) was once actually pretty standard until (IIRC, it was Verizon who spearheaded this shift) 9PM became more standard (and no consumer would PREFER 9PM to 7PM nights).
Indeed, as a consumer, IF a Verizon sales rep tried to convince me that the Cingular features were "gimmicks" (and, by infe...
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Every feature I mentioned was once a "gimmick" in that only one carrier offered it. Indeed, one of them (7PM nights) was once actually pretty standard until (IIRC, it was Verizon who spearheaded this shift) 9PM became more standard (and no consumer would PREFER 9PM to 7PM nights).
Indeed, as a consumer, IF a Verizon sales rep tried to convince me that the Cingular features were "gimmicks" (and, by infe...
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And what everyone in the competition calls VZW's Gimmicks, we don't charge anything additional for. Rollover doesn't have any additional fee's, but what's with the outrageous cost of the early nights and weekends? For the avg VZW customer, the amount of money they would pay to add early nights, they can spend another $3-$5 a month and just double their airtime allowance.
I by no means shun off the competition as offering "gimmicks" when it comes to servicing current and potential customers. I line out what our benefits are, and let the customer take it from there. As I said before, most customers get off the rollover kick once they find out they lose the rollover minutes after 12 months anyways.
Each company has something custome...
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I by no means shun off the competition as offering "gimmicks" when it comes to servicing current and potential customers. I line out what our benefits are, and let the customer take it from there. As I said before, most customers get off the rollover kick once they find out they lose the rollover minutes after 12 months anyways.
Each company has something custome...
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cilvzwagent said:
As I said before, most customers get off the rollover kick once they find out they lose the rollover minutes after 12 months anyways.
Only one month of Rollover minutes expires at a time after 12 months. If you haven't used your Rollover minutes from 12 months ago, you likely don't need to. Perhaps you've been explaining the rolling 12-month cycle wrong to customers. I don't know.
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Nope, I am fully aware on how it works, I used to sell Cingy. But still, that's not what the customers are expecting. I explain it to them that they have from March '06 to March '07 to use the rollover minutes accumulated in March 06. Then they usually respond with "Well that's kinda crappy."
I always be sure to explain things on our competitor correctly. That way if the customer is comparison shopping, they know that what I told them is the truth. I don't like to lie or mis-inform the customer.
I always be sure to explain things on our competitor correctly. That way if the customer is comparison shopping, they know that what I told them is the truth. I don't like to lie or mis-inform the customer.
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Consumer Reports rated VZW the best - the most expensive - but you get what you pay for... Set aside all the a la carte. When it boils down to it Verizon Wireless has the best network. And if that's what you're looking to do with your phone (making and receiving calls) then they are the company to have.
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Why not notify people when they've exceeded their minutes? Seems like an incredibly good bit of customer service to me.
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53million customers 😲 How long would you like your hold time to be when you call cusotmer service and actually need something important. Verizon allows you to call and check your minutes, mobile web your account from phone for free, get on my account online from pc, and pull all your billing info, that should really be enough.
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I'm not sure what your point is. I get an automated text message from Verizon telling me my bill is ready. Why couldn't there be an automated text message telling me I've hit my limit for that billing period.
How would a (presumably automated)notification process affect customer service hold times?
How would a (presumably automated)notification process affect customer service hold times?
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because of delayed usage from previous month and delay in current bill system and restrictions in billing system. Soemtimes when you check your minutes they are an jour or so behind, so if you just talked that entire hour then you are already over 60 minutes. so point was being someone would actually have to check thus wasting customer services time.
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Okay then. Send people a warning then they only have 100 minutes left. Or something like that.
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It would definitely be a "above and beyond" customer service if they did that
But what everyone is saying here is that, if they do offer ways to check minutes for free....why should it be the carriers fault if someone goes over their minutes and didn't know it.
Every company already offers free ways to check the usage on an account...and it's just a couple button presses away. Isn't that already good customer service?
But what everyone is saying here is that, if they do offer ways to check minutes for free....why should it be the carriers fault if someone goes over their minutes and didn't know it.
Every company already offers free ways to check the usage on an account...and it's just a couple button presses away. Isn't that already good customer service?
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I'm not talking about whose fault it is. I'm simply saying it would be a good feature, and if it's hard for Verizon to implement, that doesn't give me much confidence in Verizon as a high-tech company.
My old AT&T prepaid phone would start telling me when my minutes got low.
(If you reps are really tired of hearing people complain about not getting any warning, I'd think it would be in your interest for there to be a warning. The customers aren't going to change. Or, maybe you just like to complain about customers from time to time.)
My old AT&T prepaid phone would start telling me when my minutes got low.
(If you reps are really tired of hearing people complain about not getting any warning, I'd think it would be in your interest for there to be a warning. The customers aren't going to change. Or, maybe you just like to complain about customers from time to time.)
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Im not complaining about the customers, I know they won't change. After almost 5 years in the wireless business I absolutely know that.
My statement was just that all carriers offer free ways to check minutes, thats all. I'm not a customer hater, but saying it hinders your confidence for being a "high tech company" because they won't implement this into their already highly advanced technology doesn't jive well in my book.
In my previous post I did state that yes, that would be "above and beyond" customer service. And I'm sure one day they will implement something along those lines.
(Pre-paid is a completely different ballgame than contracted plans.)
My statement was just that all carriers offer free ways to check minutes, thats all. I'm not a customer hater, but saying it hinders your confidence for being a "high tech company" because they won't implement this into their already highly advanced technology doesn't jive well in my book.
In my previous post I did state that yes, that would be "above and beyond" customer service. And I'm sure one day they will implement something along those lines.
(Pre-paid is a completely different ballgame than contracted plans.)
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I didn't say "if they won't implement...", I said "if it's too hard for them...". Whether or not they implement should be a choice, not a technical limitation.
One important difference between pre-paid and not, is that for prepaid, it's in the company's interest for you to know that you're about to run out. For monthly plans, it's in their interest for you not to know.
I'm not saying Verizon has to do this, or that they're bad if they don't. I've never run over in minutes myself, and I've never complained about Verizon (except that they cripple phone features), and I've never even gone into a store except to exchange a bad phone. I just think it would be a reasonable feature to warn people when their minutes are exhausted, or abou...
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One important difference between pre-paid and not, is that for prepaid, it's in the company's interest for you to know that you're about to run out. For monthly plans, it's in their interest for you not to know.
I'm not saying Verizon has to do this, or that they're bad if they don't. I've never run over in minutes myself, and I've never complained about Verizon (except that they cripple phone features), and I've never even gone into a store except to exchange a bad phone. I just think it would be a reasonable feature to warn people when their minutes are exhausted, or abou...
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For most people warnings don't work anyway.. People get warned when their service is about to be interrupted for non-payment and still try to claim they didn't know 1. That the bill was late and 2. That they received warning... So.. responsibility goes along way.. People try to claim daily that just because they haven't exceeded their minutes for 2 years the company "must" be just (I guess!) randomly putting other people's calls on their account.. Does the electric company "warn" people that hey this month your bill will exceed $200 even though last month it was $100.. Come on, get real.. That is like people that complain cause their teen-ager exceeds their text msg every month but god forbid we block it or maybe you could like be the parent...
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Well verizon employees do call customers during the day to let the customer know that they have been going way over on minutes or texting and gives them the option to move up a plan to save them money. Its called 5 start, and its amazing how many people turn down the chance to upgrade and save money only to later come in and complain that their bill is to high. Can only do so much.
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Actually its actually 5-Star. Yes, we call new customers within 30 days, when they are using text messaging without a package, and renewals, and so on. But it is true we call and offer a text package or an increased plan and they still refuse the offer to save them money. We particularly enjoy calling the customers within the first 30 days and telling them that the family is over the 700 minute plan that we told them would not be enough. WE TOLD YOU THAT 700 MINUTES IS NOT ENOUGH FOR 4 PHONES. EVEN WITH UNLIMITED IN CALLS! 🤣
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Every company gives you away to check your minutes for free its your fault as the consumer if you go over your mins. as the consumer you know if you go over you pay so check your mins.
unbilled means unbilled so we can't give you he info until the cycle is done if you want to check your mins for to #min of my account consumers need to stop being lazy and check there mins or go online and view "my account" i know i do that every day why can't they?
THE CUSTOMER IS LAZY AND WANTS EVERYTHING HANDED TO THEM. if you want it like that go and get a pre pay
unbilled means unbilled so we can't give you he info until the cycle is done if you want to check your mins for to #min of my account consumers need to stop being lazy and check there mins or go online and view "my account" i know i do that every day why can't they?
THE CUSTOMER IS LAZY AND WANTS EVERYTHING HANDED TO THEM. if you want it like that go and get a pre pay
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You are absolutly clueless, aren't you?
Verizon sends txt messages to people who have had three months of overage in texts telling them about it. I dread those days the texts go out because people call in SCREAMING about how they are on the do not call list and how they DO NOT WANT TO BE CONTACTED.
No, not even to save money.
People do not want mommy or daddy hanging over their shoulder telling them they are doing bad things... not even if it will save them money.
So there you go.
Verizon sends txt messages to people who have had three months of overage in texts telling them about it. I dread those days the texts go out because people call in SCREAMING about how they are on the do not call list and how they DO NOT WANT TO BE CONTACTED.
No, not even to save money.
People do not want mommy or daddy hanging over their shoulder telling them they are doing bad things... not even if it will save them money.
So there you go.
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Yeah someone mentioned 5star earlier, i love getting yelled at when i call someone to tell them their son is using 500 txt messages a month with no package and they scream at me for bugging them 🙄
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All I have to do is hit #MIN and I get a txt message saying what minutes I am at.
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It is. So are credit card transactions and bank transactions and many of those don't post right away, some don't even post the same day. Computers are not instantaneous. It takes time for the data to be transmitted and with 50 million+ customers, it could take a little time.
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target said:
I'm not sure what your point is. I get an automated text message from Verizon telling me my bill is ready. Why couldn't there be an automated text message telling me I've hit my limit for that billing period.
How would a (presumably automated)notification process affect customer service hold times?
Why can't Verizon wipe my ass when I'm done doing my business?
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I'm also gonna touch on this subject. It wouldn't be in the best interest for Verizon Wireless to notify over 53 million customers at random when they are over their allowance.
This is more reason for a customer to call in and say, "Hey, I didn't get notified I was going over my minutes so I feel you should credit ALL of my overage!" Believe me customers do anything to get out of paying overage. In reality, a company makes money on overage charges. Cellular companies are in the business to make money. You also were given service with Verizon Wireless based on your credit history, you're expected to manage your usage accordingly and be responsible for any usage you do and also pay the bill. Just like your water bill, electric bill, et...
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This is more reason for a customer to call in and say, "Hey, I didn't get notified I was going over my minutes so I feel you should credit ALL of my overage!" Believe me customers do anything to get out of paying overage. In reality, a company makes money on overage charges. Cellular companies are in the business to make money. You also were given service with Verizon Wireless based on your credit history, you're expected to manage your usage accordingly and be responsible for any usage you do and also pay the bill. Just like your water bill, electric bill, et...
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target said:
Why not notify people when they've exceeded their minutes? Seems like an incredibly good bit of customer service to me.
Why Not? Why should we? We tried to upsell them to a higher price plan at the point of sale, we went over and over and over with them what the overage rates are, and how to track the minutes on their account.
I love the braniac ideas where customers say they want us to "lockdown" their accounts once they have reached their minutes or text messaging use that their plan allows. So they can't use it anymore. I can hear it already "My phone got shut off and I needed to use it." If customers want full control of their bills, then they either need to go pre-pay, or just...
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oil on troubled waters and such... The Bill you pay in the month of August is for SEPTEMBER's billing cycle... So technically Verizon is agreeing to (and doing so) provide you with XXN minutes and XXY texts. When you go over that, they bill you more! 🙂
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Verizon should have no obligation to tell the customers that they are going over time.
If a customer is going over time that person TRULY has issues. Anyone spending that much time on the phone deserves to pay extra for overtime.
And if your kid is using all your family minutes make the kid pay. Parents should not suffer because some dumb kid has no idea what responsibility is.
If a customer is going over time that person TRULY has issues. Anyone spending that much time on the phone deserves to pay extra for overtime.
And if your kid is using all your family minutes make the kid pay. Parents should not suffer because some dumb kid has no idea what responsibility is.
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No need to be sorry, if people get some education and start viewing cell phone service for what it is "a service, product, for profit company" and stop acting like it is an entitlement all comments are well worth it.. Most average people have no clue the cost to maintain and build cell sites.. ie cost of land, liscenses, people to build the cells/maintain them and then of course your favorite reps you get to talk to when you call(some of you daily, which cost the company I think an average of $6.00 just for the 1 call.) So with the math for people that call often $6.00 x 15 days = $90.00 therefore if your calling plan is $39.99/month we just lost money having you as a customer! Then you want credit!! 😕 Doesn't add up to me! Sure your bus...
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I am not one of those people you all like to rag about. We've had Verizon service for a year, and have called customer service once, just to clarify something in the online report. We never come close to using our 700 minutes. We're the kind of customers I would think Verizon would like to have. I never suggested that Verizon owes us anything, or that we're entitled to anything beyond what was in the original agreement. I simply suggested a feature that I would like to have. I did not demand it. In return, I got a barrage of BS about how customers want everything and are not responsible for anything.
I'm glad that one call I had to make to customer service was to someone more receptive than most of you appear to be. You all need s...
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I'm glad that one call I had to make to customer service was to someone more receptive than most of you appear to be. You all need s...
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no need to be sorry. some people are a bit harsh and they were talking about a different subject than what was brought up. so maybe they should appologize. it was a good idea that was brought up.
with that said the reason it doesnt happen is basically for money. it is true that cellular companies are in it for profit what other reason would they be in business for. therefore when the customer pays .40 per min overage the company makes money. not a huge concern unless the customer is going way over then it is a problem cause the customer will probably cancel or call in for credit. on that subject see above replies.
with that said the reason it doesnt happen is basically for money. it is true that cellular companies are in it for profit what other reason would they be in business for. therefore when the customer pays .40 per min overage the company makes money. not a huge concern unless the customer is going way over then it is a problem cause the customer will probably cancel or call in for credit. on that subject see above replies.
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You are right Target! We all could use a nice vacation! I am sorry as I truly did not mean to insinuate all customers are the same because there are customers such as yourself who do not call in often and when they have a high bill they accept it and go on... Guess from hearing the overall people whining everyday can put one in a certain frame of mind.. Please accept my apologizes if I have offended you... By the way, do you work at Target? That is my favorite store and where much of my income goes to sometimes... "As the world turns..." Have a good one! 😎 < me at the beach! >
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I did read through the whole thread and sorry that a simple idea was blown way out of proportion. Even if people may disagree or find the idea not implementable (as I sort of do), we have ways of civilly discussing it. It is a raw nerve for customer facing folks because they do hear daily from the 'other' type of customer (as opposed to you whom only uses minutes needed and calls a CSR as really needed...you know, a normal human 🙂 ). It stems from hearing some level of entitlement throughout the day.
So, sorry that you got lambasted for a really simple suggestion.
However, some thoughts.....
The points were made that the customer really does have a smorgasboard of ways to check minutes. That should be enough to assist. I don't see ...
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So, sorry that you got lambasted for a really simple suggestion.
However, some thoughts.....
The points were made that the customer really does have a smorgasboard of ways to check minutes. That should be enough to assist. I don't see ...
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