Oh, Thank you for taking my money!
Seems many companies (of all sizes) operate as if we, the customers, should feel privileged to pay them ever increasing amounts for ever decreasing quality and service - or in some cases for absolutely nothing. It’s somehow our job to keep them in business, rather they deserve it or not. I wish I could operate like - say - Comcast. Not deliver the service and still expect to get paid (and be incredibily rude as well). But, my clients are so unreasonable - they actually expect me to deliver value for their hard-earned money.
The latest real-life example: I’m having an entertaining little scuffle with Verizon Wireless - they absolutely insist that I owe them $15.69. $15 for a “reconnect fee” (I wasn’t even aware service had been disconnected) and a whoppin’ 69 cents for a “late fee.” Why are we scuffling? Well, I didn’t get the bill and so - gasp - I didn’t pay it on time. I’d previously asked to switch from paperless to old-fashioned snail mail since Verizon’s “Do Not Reply” emails are irritating, if they even make it through my spam filters. Net-net, I was told, “It’s your responsibility to pay the bill rather you get it or not!” Yes, indeedy. I, like millions of other Americans, sit by the mail box each day, checkbook in hand, waiting in breathless anticipation for bills to pay! And, if we don’t get them, by golly, let’s write a check anyway! The company’s CEO has tuition bills to pay!
I’m toying with the idea of mailing 1,569 pennies to the CEO of Verizon Wireless (I’d be somewhat reasonable and keep them in rolls). Yes, it’d cost me to do so, but it might get Verizon’s attention. What do you think?
P.S. On the bright side, US Air (yes, US Air) treated me very well on my latest trip. More about that in another “Service Star” post soon.
Related Posts:
My Pal “DoNotReply”
That’ll Teach Ya!
Service Star: Ian at Verizon Wireless
Read More: Maureen Rogers on No Reply E-Mails Are Unacceptable
Tags: sales, customer service, marketing, marketing troubleshooting, Comcast, Verizon Wireless
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December 6th, 2006 at 11:32 am
Hey Mary, thanks for the link to the “no reply email” post at Opinonated Marketers! But that was me, not Maureen - who shouldn’t be held responsible for my rants!
Cheers,
John
December 6th, 2006 at 5:37 pm
Mary, Verizon does some funky things. I was a Verizon phone customer before I became a Verizon wireless customer. In order to get one invoice, I have to cancel the electronic payment of the one before I can combine the two. Oh and isn’t the whole single payment thing to really save them money?
So, I’ll continue to pay two bills until they figure it out.
Now I have another reason to do so. I don’t like late fees!
December 7th, 2006 at 7:54 am
Steve,
Having worked for a Verizon subsidiary (back when they were Bell Atlantic) as well as working with Verizon as a partner - I can tell you their billing systems are an absolute mess. Their old legacy systems (hardware, software and processes) were never designed for multi-state customers or multiple services. We had entire teams (and very lengthy con calls) trying to figure out how we could bill a customer for new services. Or, how we could give a corporate customer a single bill for all services across all locations (”Well, they’re listed as a small business in New Jersey, but they’re a large business in New York.” And, those systems aren’t connected. And, we can’t bill for teleworking locations as that’d go in residential.” etc. etc. etc.
So, while the marketing people worked and the CEO talked - the company couldn’t bill for it. Ah-yaahhhhh….
May 29th, 2007 at 12:36 pm
I also got dinged with reconnect fee for two lines. So far they have not send a single bill. called up they had the same response: You are responsible for your bill even if we dont send a bill. i never signed up for the paperless bills. I believe the move to paperless billing the reconnect was not a coincidence. I need start looking for an honest wireless company.