Random Bytes of Reality

Since writing about my next Android phone, I’ve learned from a Verizon manager that neither of the phones I mentioned will be available to me due to them both being 4G phones. Since I’m already a Verizon customer (for over 2 years now), what is happening is what’s called a ‘Manager’s Choice Upgrade‘. These are applied in rare circumstances only. I’ll try to explain as best as I can:

When I gave my wife my iPhone4 I had asked a Verizon CSR (customer service rep) if there was anything they could do to get me in another phone seeing as my only other resource was my old Blackberry Curve. Blackberry has very few apps I can use for my side work so it was going to be real tough to have to work with it for the rest of the year.

I was told by the first CSR I spoke with that he would check to see if he could work out an ‘Early Upgrade‘ for me after talking to his manager. After a brief period, I was told that they could arrange an early upgrade on my wife’s line as hers was due sooner than mine. He then went on to ‘sell’ me on the HTC Thunderbolt which is a 4G phone for $149.95. He told me all about the phone and then advised me that when it arrived, we were to take both the iPhone and the Thunderbolt to the nearest Verizon store to have them activated and the lines (numbers) switched seeing as we had no land-line. I agreed and the phone was shipped.

After getting the phones switched and activated at the local Verizon store, the rep there told me about the Thunderbolt’s penchant for ‘eating up batteries’ and advised me that an extended battery would be a good investment. I reluctantly agreed and we were soon on our way back home.

Nearly one week later, the Thunderbolt was eating the extended battery for lunch (go figure) and I was having some problems hearing conversations on the phone (due to some hearing loss on my part). I also discovered that a lot of apps running in the background were giving some issues which might have been related to the phone eating the battery. Either way, the phone had to go back. The 4G was ok as well as the display on the screen. However, if the darn thing needs tethered to a power line to keep running for very long, it falls out of the category of being mobile to me.

I won’t go into the details here of all the different answers I got from the various Verizon CSRs I talked to about returning the phone as they were so varied and extremely frustrating. It was unbelievable. Suffice it to say that if you have a question or issue that you feel isn’t getting you anywhere with the CSR you’re talking to, ask to speak to their supervisor immediately. Accept no excuse for not doing so either because once I spoke to one, a whole new light began to show on the problem at hand.

After the supervisor patiently listened to me explain the events that led up to me to speaking with him, he then explained to me what was actually going on concerning the early upgrade and it’s limitations. I was told that I could order any phone except a 4G or iPhone and that it would be shipped to me via 2-day delivery. He then went on to ask me what I was looking for in a phone and we worked out what hopefully, will fit my needs.

The guy was patient, professional, seemed eager to work with me and in the end, I’m still a satisfied Verizon customer. This is what customer service should be! All I wanted was a straight answer from someone who knew what was going on and I got it.

Also, there is a noticeable difference in pricing between phones advertised ‘on-line’ and what they call ‘tele-sales’. Verizon’s ‘on-line’ pricing seems to be cheaper so check their website as well as call their customer service (*611 for present Verizon customers) to compare prices. The CSR you speak to won’t be able to honor the on-line pricing from what I’ve been told either.

The take away on this is that if you’re not getting anywhere with a CSR or you suspect they’re a bit confused (no matter who they work for) your next request should be to speak with their supervisor. Not to get them in any trouble (unless it’s deserved) but to clarify the issue at hand with someone who would seem to be better equipped to handle it.

So now I’m waiting on my new Droid 3 to arrive and I’m hoping it will do what I need. Of course, being able to hear a conversation will be a definite plus too. After all, that used to be the main purpose of having a cell phone. Wasn’t it?

Read this on my iPhone last night and thought I’d share.

*Verizon Wireless Cancels Plans To Charge $2 “Convenience” Fee* TECHCRUNCH | DECEMBER 30, 2011 http://pulse.me/s/4vnjY

Well, that didn’t take long. Less than 24 hours after word got out that Verizon Wireless planned to introduce a painfully ironic “convenience” fee of … Read more http://pulse.me/s/4vnjY

By now I’m sure that many of you have heard about Verizon Wireless’s plan to begin charging a $2 convenience fee, beginning January 15th, 2012,  for those of us that choose to pay our bills either on-line or by phone. You haven’t heard about this yet? Check here then: My Google search

The reasoning behind this is sketchy still but supposedly, it’s to “help allow us to continue to support these single bill payment options … and is designed to address costs incurred by us for only those customers who choose to make single bill payments,”

So, in effect, this convenience fee is to penalize those of us who choose to pay our bills on time, ON THE DAY WE CHOOSE AND BY THE METHOD WE CHOOSE TO PAY IT!! Now, just how damn ridiculous does that sound to you?

So, beginning 1/15/2012, if I pay my bill on-line, through their website, on time (which is immediately drawn from my financial institution), or if I call and pay it over the phone, again on time, I’m going to be charged $2 extra just for the convenience. I don’t think so.

Take note that this fee does not apply to those who sign up for Auto Bill Payment nor those who still make their payment by check and drop it in the mail. Yet.

My gripe here isn’t over a measly $2. It’s the idea that a huge company that I decided to take MY BUSINESS to wants to charge me $2 to pay my bill, on time and in an already accepted manner I choose to pay them. I get this grief from BB&T when I pay my bill on a credit card from an outside institution. BB&T wants to charge me $5 for that!

When you begin to add up all these so-called ‘convenience fees’ from these companies that you decided to do business with, it starts to look like it’s not all that convenient anymore. It’s starting to look like you’re getting fleeced for paying your bills on time. What utter bullshit! I can see getting charged a fee for being late. THAT is completely understandable. However, to be charged for paying your bill on time and in the manner you choose to pay it is off the wall to me.

In an era where it’s become normal to cut employee’s pay and benefits because it’s best for the company’s bottom line and a bleak future that promises an increasingly abysmal retirement, this is not a welcome change to anyone affected.

I’m stuck with Verizon for another 12 months, give or take. If things haven’t changed with them by then, I’m going to be looking elsewhere. Their service is good here, no dropped calls…ever, but not that good.

I’ve already dropped BB&T due to their business practices. Verizon’s not so big that they can’t be dropped as well.

My opinion here may not carry much weight all by itself but I’m sure there are others much like myself who are getting tired of getting taken by ‘convenience’. Already petitions are circulating, calls to Verizon are being made complaining about this (yes, I called too) and the news media is writing up a storm about it.

I have one last question though. Were you even notified about this? I sure wasn’t. I stumbled across it while surfing through Flipboard.