Verizon Wireless Customer Service Chat Log
Please wait for a site operator to respond.
You are now chatting with ‘Andrei’
you: Jello!
Andrei: Please hold on while I check that information.
Andrei: Hello. Thank you for visiting our chat service. How may I help you today?
you: Are you a real person?
Andrei: Yes, how can I help you?
you: What is 4 plus 3
Andrei: 7. Can I help you with navigation on our website?
you: Cool…
you: you are the real deal..
Andrei: Thank you. Were you having trouble navigating the web-site?
you: No I’m having problems wiht Verizon, I have been with you guys for 5 years…
Andrei: How may I help you?
Andrei: I’m sorry to hear that.
you: I want free phones and better rates or I will probably bounce to another carrier
Andrei: Oh ok, with questions on phones and upgrades let me connect you to one of our sales representatives, is that ok?
you: sure
Andrei: Thank you, just a moment.
Please wait while I transfer the chat to the best suited site operator.
A Verizon Wireless online pre-sales specialist has joined the chat. You are now chatting with Shay
Shay: Hello. Thank you for visiting our chat service. May I help you with your order today?
You: shay are you a real person and if so what color are your eyes
Shay: Yes and they are brown.
Shay: Are you an existing Verizon Wireless customer?
You: Yes, My plan sux, my phone sux and I’ve been with you guys for 5+ years. I’m serious about cancelling and going to another carrier. I’m pretty sure you can hook me up wiht a free phone and a better plan.
Shay: Sorry to hear that.
Shay: May I have your mobile number to check your status?
You: xxx-xxx-xxxx
Shay: Please hold on while I check that information.
You: wifes is xxx-xxx-xxxx
You: last 4 xxxx
You: I’m stuck on an ancient plan.
You: I want 2000 minutes talk time and 1800 texts for under what I am paying for now. I’m paying rediculous amounts of cash for basic/basic services. Common’ seriously…
Shay: I understand. Please hold as I check the status on your upgrade.
Shay: Please verify the first and last name as well as the last four digits of the social on the account?
You: xxx xxxx xxxxx xxxx
Shay: Thank you for that information.
You: PS, I love you
Shay: The xxxx is Eligible for Annual Upgrade with discounted pricing. Two year renewal required. Eligible for New Every Two discount on 9/24/10. The xxxx is Eligible to upgrade with discounted pricing on 4/22/11. If you prefer, you can upgrade today at full retail price. Unfortunately, I have no way to change the upgrade dates or the prices offered.
You: That’s it? Seriously?
You: I know you can do more than that…
You: What is your employee number?
Shay: Unfortunately, I do not have one. I am able to assist you with the plan prices.
You: You do not have an employee number?
Shay: That is correct.
You: Every verizon employee has a number
You: Do you work for verizon or is the chat thing contracted out?
Shay: Nationwide Family Share Talk and Text 2000 minute plan with Friends & Family®, Unlimited Calling to the 10 people you call the most, anywhere in America. In addition to unlimited night & weekend calling, you will also receive unlimited IN calling so you can talk free to any Verizon Wireless customer. The plan also includes unlimited messaging so you can text to anyone with a domestic carrier at no charge. This plan costs $129.99 per month and includes 2 lines. Will this plan work for you?
You: You: Every verizon employee has a number You: Do you work for verizon or is the chat thing contracted out?
You: What about txt?
Shay: Yes I do work for Verizon. The plan include unlimited text for both lines.
You: So you do have a verizion number so 2what is it?
You: It’s up to you… if you want to give me your VZ employee number – Either way you might want to let me have it…
Shay: Unfortunately, I do not have one to provide you with.
You: You don’t have one to provide or you do not have one period?
You: Do you have a direct line I can call you on?
Shay: We do not have direct contact numbers in the sales department.
You: Do you know what a mystery shopper is?
Shay: I do not.
Shay: Would that plan work for you?
You: No that plan does not work for me yet, because you didn’t mention how many text messages can be made with the plan.
Shay: I did inform you that the plan has unlimited text.
You: 2000 Minutes and Unlimited text to any carrier? Or unlimited to Verizon only?
Shay: The unlimited text is to any provider.
You: So why has verizon kept me on the plan that I’ve been on for 5 years but is giving everyone else better plans… Don’t you think that is wrong? I would like to be back-paid.
Shay: It is your option to change to the new plans on the account. You are able to change to these plans at anytime.
You: I didn’t know that 5 years ago. Did you guys mention that to me before?
You: Does it mention that in my contract?
Shay: Unfortunately, I do not have access to that information because it is handle by one department for security purpose and limited persons have access. I am only able to view what is on the site and your upgrade status on your account.
You: That’s lame… If I worked there I’d probably feel a bit used.
You: When will I receive my Droid?
Shay: Understandable. You are able to contact customer care to see if that has been listed on your account.
Shay: When did you place the order?
You: I didn’t – I want a droid and it’s a FREE upgrade right? Can you explain to me the Free part?
Shay: You will need two lines on the account that can upgrade and renew for two years to get that promotion.
You: Two lines which I have, but I must renew to get the promotion. So what is free?
Shay: Yes you have to renew to get the promotion. There is a free phone you buy one and get the other free when you upgrade both lines.
You: So, I’m not really getting a free anything now am I.
You: I’ve been with you guys for 5 years, your telling me that I still have to “buy” something to get something “free”
You: That’s like me telling you that this chat session is free and then charging me for the bandwidth.
Shay: Correct.
You: Correct – It’s not really free then is it?
You: So what do I really get for free?
Shay: The phone is free the service is monthly.
You: By the way I forgot to mention what a mystery shopper was. A mystery shopper grades the customer service of a company…
Shay: I understand.
You: The phone is a free service monthly? Doesn’t that sound stupid? Free and Monthly shouldn’t go together in the same sentence.
You: So how many supervisors are reading along with our chat session?
Shay: I am not sure.
You: Are there 1, 2 or 3 supervisors reading this?
Shay: Unfortunately, I am not sure. The chats are being monitor at all times but I am not sure of how many people.
You: Is anything I’m telling you making any sense at all? Or do you think I’m a sucker for verizon service?
Shay: I do understand your concerns.
Shay: I have not heard from you for a few moments. Would you like me to keep this chat session open for you?
You: yes
Shay: Would you like to upgrade today?
You: Not really – because it is not free.
You: but you said it’s free.
You: Are you working at an actual building? or do you work at the house?
Shay: It is buy one get one free both with a two year activation. You have to have two lines or add two lines to get that.
Shay: Yes I am in a call center.
You: Which one the – one in Denver or the one in Colorado…
You: ???
Shay: Alabama.
You: Denver is in colorado.
Shay: I am in Alabama.
Shay: I have not heard from you for a few moments. Would you like me to keep this chat session open for you?
Shay: Since I have not heard from you for several minutes, I am going to assume you have everything you need and end this session. Please do not hesitate to click on a chat button again if you need any further assistance. Thank you.
Your chat session has been ended by your Verizon Wireless online agent.
