So maybe this is the end again. I sent a follow-up on the explanation I want so much, but I don't think it's on its way. No big deal. I will just pass along a copy of this blog as an FYI to corporate when I get back from vacation. That's closure for me.
Friday, April 25, 2008
4/25 Update: Apparently, it was an "error"
I got the following email, indicating that the bill I received was a mistake. Apparently, they generated said "error" when "ensur[ing] everything had been closed out correctly." How ironic. Even more ironic is that the "error" is actually a portion of my legitimate final bill. However, given the earlier discussions that my final bill was $0.00, I am not fighting that battle anymore. The money was sent to charity.
So maybe this is the end again. I sent a follow-up on the explanation I want so much, but I don't think it's on its way. No big deal. I will just pass along a copy of this blog as an FYI to corporate when I get back from vacation. That's closure for me.
So maybe this is the end again. I sent a follow-up on the explanation I want so much, but I don't think it's on its way. No big deal. I will just pass along a copy of this blog as an FYI to corporate when I get back from vacation. That's closure for me.
Holy crap, they now say I have a bill !!!!!
I don't have the time to really deal with this appropriately right now, because I am on vacation until next Saturday, but I just got a freaking email from Verizon saying that my final bill was available online. This is complete horsecrap for a number of reasons...1) its more than 2 months after the fact, 2) I received an email on Apr 2 from "executive support" saying I have no final bill and/or they couldn't print it, 3) I donated the money to charity, and 4) I am just sick and tired of dealing with these folks.
I am forwarding this post along to Verizon to see if they have any clue about what is going on. This is harassment at this point.
I am forwarding this post along to Verizon to see if they have any clue about what is going on. This is harassment at this point.
Wednesday, April 23, 2008
Verizon's Own Workers Are Picketing Against Their Bad Customer Service
I saw this article and couldn't resist posting it here. Turns out that Verizon workers are picketing their own company for providing crappy service. Crappy service from Verizon sounds a bit familiar, doesn't it?
Consumerist.com quotes a self-identifying union member, who said "We are losing customers because of billing problems. We are losing customers because when the customers call in with billing or installation problems the employees are told to focus on "educating the customer on Verizon products and services" not on correcting their problem or answering their questions. " According to Consumerist.com, Verizon's response was that they haven't gotten many complaints from customers. They can deny it all they want, but when your own employees are so damn embarrassed by the service they provide that they go on strike, you know you have a problem.
Well I will tell you what...if Verizon "hasn't gotten many complaints from customers," I am going to go ahead and print a copy of my blog and send it along to the CEO's office. Perhaps I focused my efforts too low on the totem pole and my message did not make it sufficiently up the chain for Verizon to properly address my concerns. If they think this whole thing was handled properly and I don't deserve an apology, then so be it. But at least they will have one complaint on the record, and I will be satisfied that I explored every option.
Consumerist.com quotes a self-identifying union member, who said "We are losing customers because of billing problems. We are losing customers because when the customers call in with billing or installation problems the employees are told to focus on "educating the customer on Verizon products and services" not on correcting their problem or answering their questions. " According to Consumerist.com, Verizon's response was that they haven't gotten many complaints from customers. They can deny it all they want, but when your own employees are so damn embarrassed by the service they provide that they go on strike, you know you have a problem.
Well I will tell you what...if Verizon "hasn't gotten many complaints from customers," I am going to go ahead and print a copy of my blog and send it along to the CEO's office. Perhaps I focused my efforts too low on the totem pole and my message did not make it sufficiently up the chain for Verizon to properly address my concerns. If they think this whole thing was handled properly and I don't deserve an apology, then so be it. But at least they will have one complaint on the record, and I will be satisfied that I explored every option.
Wednesday, April 16, 2008
How Tanzania Commemorated WCRD on 15th.March.2008 for the first time
Tanzania Consumer Advocacy Society (TCAS) is a newly established Non Governmental Consumer Organization which has made it possible to commemorate for the first time World Consumer Rights Day in Tanzania; apart from the event been cerebrated by other countries in the world including African countries some times ago.
In doing this; It was not an easy task for us as it was a new line, venture, and it was difficulty for people to grasp single line of a message all over a sudden as people’s mind-set was far behind the concept.
TCAS Chairman Mr Daimon Jim Mwakyembe addressed to the event; He is a retired Director General of Tanzania Bureau of Standards where he worked for 17 years up to 2006
TCAS chairman in his speech amongst other things he stressed for ‘’Sustainable consumption includes meeting the needs of present and future generations for foods, goods and services in ways that are economically, socially and environmentally sustainable’’.
We had to have a mix of messages on the consumers’ rights and a bit of messages on other years WCRD themes to find a level ground, however more focus was given to this year theme ‘’Junk food generation-stop the marketing of unhealthy food especially to children’’
Tanzania Consumers on the peaceful rally to commemorate WCRD on 15th.March.2008 in Dar es Salaam.
MEDIA Involvement
TCAS do understand that there is no advocacy without involvement of media, in order to acquire the intended results. The campaign in Tanzania focused on a wide range of media adverts such as: Television, radio, and newspapers adverts;
Based on this background we got in touch with four television stations, five popular radio stations, six English and six Swahili newspapers- respective news editors of these media houses where sent with a letter about the day; its theme and some participated on TCAS’s press realise event about WCRD on 7th.March.2008.
As we involved the media the general public (consumers) were addressed with information which we believe will turn around the scourge of junk food and drinks, as consumers were associated with lack of awareness on junk foods and drinks.
To this end; we had a very good support from two television stations, two popular radio stations, different ranges of newspapers produced 8 articles on Swahili and English about the day and the campaign. For more information; follow these links.
http://tanzaniaconsumer.blogspot.com/2008/02/commemoration-of-world-consumers-rights.html
www.ippmedia.com/ipp/nipashe/2008/03/14/110327.html
http://www.ippmedia.com/ipp/guardian/2008/03/18/110593.html
Other stakeholders Involvement
TCAS do understand the war against ‘’Junk food generation-stop the marketing of unhealthy food especially to children’’ is not a one man show; it requires strong partnership with relevant partners in order to attain positive results.
To this end TCAS invited several members of government; NGOs such as National Organization for Legal Assistance (NOLA), Marie Stopes Tanzania (MST), professional bodies like Medical Doctors, Tanzania Bureau of Standards (TBS), Confederation of Tanzania Industries (CTI) and Tanzania Food and Drugs Authority (TFDA) to talk about effects and efforts to curb Junk food Generation and to determine a way forward for this campaign.
The Way forward;
Majority of the stakeholders recommended that the campaign should focus to pupils in the primary schools who are more vulnerable to junk foods; as majority of primary school pupils are between the ages five to fourteen years old.
Young, old, Youth men and women were there to participate and lessen to the message on the WCRD-2008. During the rally we had children and youth participants however it’s in TCAS agenda to extend this campaign further to most of the primary school pupils in the country through intensive use of media.
Leaflets were shared amongst participants during commemoration of World Consumer Rights Day at Mnazi Mmoja Ground, more to be shared during future TCAS campaigns on the same.
Follow this link for Consumers International member action during WCRD 2008
http://tanzaniaconsumer.blogspot.com/2008_04_15_archive.html
In doing this; It was not an easy task for us as it was a new line, venture, and it was difficulty for people to grasp single line of a message all over a sudden as people’s mind-set was far behind the concept.
TCAS Chairman Mr Daimon Jim Mwakyembe addressed to the event; He is a retired Director General of Tanzania Bureau of Standards where he worked for 17 years up to 2006TCAS chairman in his speech amongst other things he stressed for ‘’Sustainable consumption includes meeting the needs of present and future generations for foods, goods and services in ways that are economically, socially and environmentally sustainable’’.
We had to have a mix of messages on the consumers’ rights and a bit of messages on other years WCRD themes to find a level ground, however more focus was given to this year theme ‘’Junk food generation-stop the marketing of unhealthy food especially to children’’
Tanzania Consumers on the peaceful rally to commemorate WCRD on 15th.March.2008 in Dar es Salaam.
MEDIA Involvement
TCAS do understand that there is no advocacy without involvement of media, in order to acquire the intended results. The campaign in Tanzania focused on a wide range of media adverts such as: Television, radio, and newspapers adverts;
Based on this background we got in touch with four television stations, five popular radio stations, six English and six Swahili newspapers- respective news editors of these media houses where sent with a letter about the day; its theme and some participated on TCAS’s press realise event about WCRD on 7th.March.2008.
As we involved the media the general public (consumers) were addressed with information which we believe will turn around the scourge of junk food and drinks, as consumers were associated with lack of awareness on junk foods and drinks.
To this end; we had a very good support from two television stations, two popular radio stations, different ranges of newspapers produced 8 articles on Swahili and English about the day and the campaign. For more information; follow these links.
http://tanzaniaconsumer.blogspot.com/2008/02/commemoration-of-world-consumers-rights.html
www.ippmedia.com/ipp/nipashe/2008/03/14/110327.html
http://www.ippmedia.com/ipp/guardian/2008/03/18/110593.html
Other stakeholders Involvement
TCAS do understand the war against ‘’Junk food generation-stop the marketing of unhealthy food especially to children’’ is not a one man show; it requires strong partnership with relevant partners in order to attain positive results.
To this end TCAS invited several members of government; NGOs such as National Organization for Legal Assistance (NOLA), Marie Stopes Tanzania (MST), professional bodies like Medical Doctors, Tanzania Bureau of Standards (TBS), Confederation of Tanzania Industries (CTI) and Tanzania Food and Drugs Authority (TFDA) to talk about effects and efforts to curb Junk food Generation and to determine a way forward for this campaign.
The Way forward;
Majority of the stakeholders recommended that the campaign should focus to pupils in the primary schools who are more vulnerable to junk foods; as majority of primary school pupils are between the ages five to fourteen years old.
Young, old, Youth men and women were there to participate and lessen to the message on the WCRD-2008. During the rally we had children and youth participants however it’s in TCAS agenda to extend this campaign further to most of the primary school pupils in the country through intensive use of media.
Leaflets were shared amongst participants during commemoration of World Consumer Rights Day at Mnazi Mmoja Ground, more to be shared during future TCAS campaigns on the same.
Follow this link for Consumers International member action during WCRD 2008
http://tanzaniaconsumer.blogspot.com/2008_04_15_archive.html
Sunday, April 6, 2008
"So that's it, it's over?"
Unfortunately, it very well may be the end, and it is certainly not the grand finale I was expecting. Four months after scheduling my phone installation, I seem to have arrived at the end of my journey with no FIOS (hooray), no final bill (oh well), and no real explanation (kinda surprising). All I have to show for it is countless hours of time on the phone with Verizon, never a single promised returned phone call through the call center, a bunch of different quotes for my final bill, and finally the admission that they can’t even bill me for charges I owe. A complete disaster.
During my experience with customer "service," there wasn’t a single person who was able to help re-schedule my installation, provide the “promised” shipping labels to return my equipment, or provide me a final bill. Hell, those folks couldn’t even transfer me to the right department most of the time – I spoke with more irrelevant departments than I can count. The few times I did seem to get through to the "right" department, no one could help me. Every person I spoke with was useless. Even when I escalated my concerns significantly up the corporate chain, it took nearly two weeks to determine that their billing system couldn’t spit out my final bill.
The good news is that the message really got out. My blog appeared on the Sports Guy’s “Links of the Week,” received over 26,000 pageviews, and I got lots of emails, almost all supporting my efforts - except for the one guy told me to “Jump off a bridge” – thanks for that. But best of all, perhaps, is that over 90% of poll respondents said that my blog will “affect [their] decision to consider Verizon FIOS.” Plus, the blog will live on indefinitely for those folks that stumble here. I have a hard time believing that my story would have a positive influence on readers, so hopefully lots of other people will be able to avoid the torture I endured, too.
Verizon can spend all the money it wants laying fiber optic cable, buying up the majority of the wireless spectrum auctioned off by the FCC, and trying to woo FIOS customers with free TVs and digital cameras, but if they can’t provide even the most basic customer service, it’s not going to be worth a damn in a few years. Hell, if they can’t even bill legitimate charges, maybe they should establish themselves as a charitable organization and enjoy the tax benefits.
So thanks again to everyone who kept up with my story – I appreciate all the readers, commenters, and emailers. I am sorry it ended with a thud, but I hope you enjoyed some of the stories along the way. If anything does happen, I will be sure to update the blog, but I wouldn’t hold your breath. And speaking of charitable organizations, I took the $23.65 I should have paid Verizon plus the meager $2.23 I earned through Google Ads, and donated it to my favorite charity – a small victory for the good guys.
Wednesday, April 2, 2008
4/2 Second Update: My "Final Bill"
Perhaps it is just a coincidence, and I shouldn't flatter myself to assume that Verizon is reading my blog, but I received a follow-up email from my contact in executive support just a few minutes ago. Here's what I got:
So they are unable to send me a final bill. Oh well. I can beat this dead horse a million times, but if they can't invoice me, I certainly can't pay the $23.65 that I owe them (I had service for nearly a week after the period that my last payment was for). So in lieu of a real bill, they sent me a PDF copy of an invoice with my name, address, and a final balance of zero. Great, I guess that's that. Sure took a ridiculous amount of my time (since early February) to arrive at this answer, though.
I suspect Verizon is going to take another look at their billing system as a result of this. They seem physically and technically unable to send a final bill. Surely, I can't be the only guy who experienced this issue. Are they just forgoing any outstanding balances on peoples' accounts? Or am I just one in a million?
So to close the loop with the woman in executive support, I gave her a quick call this afternoon to thank her for spending the time looking into this issue. One last time I asked if there was any chance that someone was going formally apologize for this whole ordeal - I told her I certainly don't need or necessarily deserve one, but given the level of attention I have received, I assumed there might be a more formal response. Especially since this final bill thing was just the icing on the cake.
So they are unable to send me a final bill. Oh well. I can beat this dead horse a million times, but if they can't invoice me, I certainly can't pay the $23.65 that I owe them (I had service for nearly a week after the period that my last payment was for). So in lieu of a real bill, they sent me a PDF copy of an invoice with my name, address, and a final balance of zero. Great, I guess that's that. Sure took a ridiculous amount of my time (since early February) to arrive at this answer, though.I suspect Verizon is going to take another look at their billing system as a result of this. They seem physically and technically unable to send a final bill. Surely, I can't be the only guy who experienced this issue. Are they just forgoing any outstanding balances on peoples' accounts? Or am I just one in a million?
So to close the loop with the woman in executive support, I gave her a quick call this afternoon to thank her for spending the time looking into this issue. One last time I asked if there was any chance that someone was going formally apologize for this whole ordeal - I told her I certainly don't need or necessarily deserve one, but given the level of attention I have received, I assumed there might be a more formal response. Especially since this final bill thing was just the icing on the cake.
4/2 Update: A Missed Opportunity
I really missed the boat on the whole April Fools thing yesterday. I could have made this big, triumphant post about how I had received my bill and a little explanation of what happened (even though I didn't). Maybe I could have gotten a little rouse out of people.
Still waiting though...I think it's been at least 10 days since I had a conversation with the nice woman in executive support. 10 days was the same timeframe for a final bill that I was given when I initially canceled my service. Something just doesn't make sense here.
Still waiting though...I think it's been at least 10 days since I had a conversation with the nice woman in executive support. 10 days was the same timeframe for a final bill that I was given when I initially canceled my service. Something just doesn't make sense here.