I am miffed at Verizon today. Miffed because after years of being a loyal customer and payments over my time with them that I estimate have now eclipsed $30,000 (I have been with them for quite awhile) – they refuse to waive a contract termination fee. It seems when you have a family plan and transfer upgrades between phones, the upgrade is tied to the number you transferred it from and sets the new contract and termination fee. So one of my simple basic phone lines whose upgrade was transferred to another family line that has a smartphone now cannot be cancelled without paying $320.
Uh yeah…I won’t be paying that. I tried, to no avail, to convince the agent on the line to think critically about the sensibility of the issue. I am a long-time customer with five lines with Verizon and I pay hundreds of dollars a month to their company – does the company really believe it advances its cause by being rigid with me? Over the remainder of the contract that line in its regular state (about $14 a month) will only generate about $300 in income; yet, they will jeopardize my customer satisfaction for that? He said his hands are tied – there is a contract you know – Verizon cannot allow any variations when there is a contract. Seriously? That’s all you’ve got??
Well, the good news is, I did not raise my voice or cuss despite my increasing frustration as the call went on. I merely told Travis (my friendly Verizon representative) that I was very displeased and wanted that displeasure clearly notated on the call notes. I’ll bet the call notes say something like:
“OMG! This woman is an unrelentless bitch! No matter how many times you tell her you can’t change the situation, she keeps asking about alternative options. I spent almost an hour on the phone with her and she still wouldn’t let go of her position that Verizon should be able to do better by loyal customers. Steer clear from her if at all possible and if not, keep some Tylenol handy – you will not emerge unscathed.”
I imagine that is what the notes of my call today say. I’ll be calling Verizon again…and again…and again…and again. There will be more call notes on my account than entries in a teenage girl’s diary. I will keep calling Verizon until they are responsive to my request or until the phone contract has elapsed. I will blow-out an hour of customer service time each time and if nothing else I will know when it is all said and done that I have extracted a like non-cancellation fee from them in the form of paid employee hours expended.
So, I ask you Verizon, “Can you hear me now?” No worries…you’ll soon be hearing more from me than you ever wanted.
Day eight hundred and forty-eight of the new forty – obla di obla da