Prospective Treo buyers BEWARE!
After completing a two-year agreement with Verizon Wireless I was a happy, month-to-month customer on a $59 family plan that covered us just fine until...
... I got the "itch" and called Verizon Wireless telesales to enquire about PDA phones. I spoke with a very enthusiastic person named "Ona" who proceeded to convince me that their "deal" on a new Treo 600—with a $4.99 web access up-charge—was better than what I had with Sprint and my i500.
I bit.
I cancelled my Sprint PDA phone and signed up for another TWO YEARS to get the price break on the Treo—and hey: for just $4.99 per month for the web how could I say no? This turned out to be either fraud or (benefit of the doubt) an overly aggressive salesperson.
Fast-forward 30 days...
... My first monthly bill arrives.instead of the $65 I expected (familiy share plan $4.99 internet) my bill was over $1,600! I just knew this had to be a mistake so I proceeded to call customer service. After several failed attempts to get an answer I learned several things about VW (chiefly that fell for a "bait 'n switch"). Here's the rest:
1. There was NO MISTAKE on the billing. The Treo 600 cannot be used—AND SHOULD NOT BE SOLD—with the $4.99 wireless web service plan. It seems that the Treo automatically connects to the web periodically and stays there—running up thousands of minutes on the unsuspecting user's plan. This feature cannot be disabled in the phone—Verizon must take you off the digital network ENTIRELY. This means that the web, picture sending, email, etc.&ALL THE REASONS one would buy the Treo&CANNOT BE USED!!!
Unless...
2. You buy an additional $50 internet access package. I said "no way" I did not agree to that and never would have agreed to that had I known. "I'll return the phone and would like my money returned." "We can do that Mr. (REDACTED) (Richard)." was their response, "but you'll have to call your sales person." I did and guess what she said?"No, we cannot take the equipment back after 15 days."
3. After 60 days, many, many calls and hours spent on hold I still do not have a credit of the $1,600 (though to be fair it has been promised several times). Each time I was promised a call-back from a supervisore to resolve the issue and did not get a single call back.
4. VW customer service originally agreed to take the phone back and revert me to my former plan, but since I manage to speak to a DIFFERENT customer service rep each time—and the case management notes are poorly or not recorded in the CRM system—there's no confirmation of this. Verizon refuses to accept responsiblity for the sales error.
So...
5. Today I reluctantly go to Chesapeake City Hall with $40 in-hand to file a small claims action against Verizon Wireless... What a stupid organization. What a poor customer experience. Responding to the small claims court in VA will cost Verizon much more than if they had just taken responsibility for THEIR error—and ME the customer!
So: Valerie, Ona, Gerardo, and the host of other reps and CS "supervisors" you've just cost your company $, and hopefully this report will find its way to someone's desk in time to have a negative impact on your annual performance review. It should. Probably won't.
Only one person—a rep named Brett—in the NJ office ever returned a call from me. One. One individual out of so many. This is call center customer experience at it's worst. Please feel free to contact me with any questions.
Cc: 118 different investment and online trading discussion groups...
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