Verizon Customer Service Can’t Do Math
Another person has recorded a customer service call, and this time it is with Verizon. Apparently, this guy was quoted 0.002 cents for calls in Canada. However, Verizon was simply multiplying 0.002 x his number of minutes. Therefore, he was billed 100x more than he should have been.
The customer service representatives in the recording fail to acknowledge the error and repeatedly say that he is being charged what the computer says. Clearly, Verizon meant to charge 0.002 dollars.
This a perfect example of the negative impact of computers and automation. Customer service representatives are not paid to think; instead, they are paid to translate customer issues into one of the options on their computer.
Hopefully, corporations like Verizon will soon realize that some issues need extra attention and require their customer service departments to actually listen, think, learn, and apply their knowledge. A lot of consumers are smart and will know when their problem requires extra attention.
Listen to the mp3 of this conversation if you need a good laugh.
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