1. kstoutdog's Avatar
    Please wait for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience!

    A Verizon Wireless online pre-sales specialist has joined the chat. You are now chatting with Sade

    Sade: Hello. Thank you for visiting our chat service. May I help you with your order today?
    You: could you tell me anything about the blackberry 9630?
    Sade: I do not have information about that handset.
    You: could you convince me why I should choose vzw over ther other carriers? I am mainly interested in blackberry service
    Sade: I will be right with you.
    Sade: If you would like good coverage, then you would choose Verizon.
    You: good coverage? even overseas
    Sade: Thank you for waiting. I'll be with you in just a moment.
    Sade: I'm sorry for the delay. I'll be right with you.
    Sade: Yes, even overseas.
    You: how much is it to tether blackberry on the BIS plan
    Sade: $15 monthly.
    You: you sure about that??
    Sade: Tethering is a connection between the handset and a laptop allowing the phone to act as a modem. You can use your phone as a tethered modem by purchasing the mobile office kit that we offer for your model phone. If you will be tethering from a regular phone it would be $59.99 per month. If tethering from a PDA/Smartphone or Blackberry with a voice and data plan your cost would be $15.00 per month. If you have data only on your PDA/Smartphone or Blackberry your cost would be $30.00 per month. Would this additional feature interest you?
    You: so you are telling me that with a BLACKBERRY and the BIS (personal email) plan.. it will only cost me an extra $15.00 to tether?? is that correct?
    Sade: Correct.
    You: ok... then look up my account.. ***-***-**** and tell my why you are charging me $30.00 for tething my blackberry....
    Sade: No, I do not view accounts, nor do I handle billing. You can contact customer care at 1-800-922-0204 to inquire about your bill.
    You: do you have a employee ID so that I can quote you on the tethering price... you did tell me it was $15.00
    Sade: I do not have an ID, however, feel free to save this chat.
    You: and so you stand by your statement that it is the policy of verizon wireless to charge $15 for tethering a Blackberry??
    Sade: Yes, and $30 for the data package.
    You: ok.. thanks!
    04-15-09 01:46 PM
  2. TwinsX2Dad's Avatar
    Be ready for the backlash.

    http://forums.crackberry.com/f71/bad-me-203628/

    Then there is the fact the online people aren't VZW reps and what they say in those chat windows is not binding in anyway.

    Posted from my CrackBerry at wapforums.crackberry.com
    04-15-09 02:59 PM
  3. centerfield's Avatar
    With AT&T I can log into my account and see a menu that list my current voice and data plan and add-ons, and all other available plans and add-ons with the prices. It is very straight forward and easy to use.

    Doesn't VZW have something similar?
    04-15-09 03:17 PM
  4. kstoutdog's Avatar
    my point is that these online sales reps can quote you one price on this stuff and then when your bill shows up its a different story...
    IMO why even offer the chat feature, if it's not gonna be any good...
    04-15-09 03:42 PM
  5. vzwty's Avatar
    Wow Im glad she knew her stuff..
    04-15-09 03:47 PM
  6. vzwty's Avatar
    Wow Im glad she knew her stuff..
    04-15-09 03:47 PM
  7. TwinsX2Dad's Avatar
    With AT&T I can log into my account and see a menu that list my current voice and data plan and add-ons, and all other available plans and add-ons with the prices. It is very straight forward and easy to use.

    Doesn't VZW have something similar?
    Yes - both are very similar & informative on billing when you log in. Unfortunately, both fail in their live online assistance services. They are so similar, I'd not be surprised to find they both use the same service.

    Like was mentioned, the info these online chats provide is not always accurate. Too bad most people see these services as accurate.

    Posted from my CrackBerry at wapforums.crackberry.com
    04-15-09 03:59 PM
  8. centerfield's Avatar
    but why would use an online chat instead of checking your personal account for the information?

    Online chat services are probably run like many support services - just a phone bank operated by an independent contractor with people who have to look up everything because they have no particular knowledge or relationship to the product.

    It is so obvious that they have been trained in asking useless information to give them time to search for the canned support questions.
    04-15-09 04:18 PM
  9. thepryo's Avatar
    I think that it is a bot ... The convo seems very "automated"

    Posted from my CrackBerry at wapforums.crackberry.com
    04-16-09 01:30 AM
  10. rlmesq's Avatar
    I think that it is a bot ... The convo seems very "automated"
    I don't know if it's a bot. Many live CS people are that way on the phone, too... they just have a book of scripts and aren't allowed to deviate from them. I'm sure there are many quick topics that are easily pasted into a chat and, if there really is a live person there, they are probably handling a dozen customers at the same time instead of waiting for one person to type in a question and hit send.

    On some of these CS chats, I've asked if I'm talking to a bot and was always told I was talking to a live person. Of course, if it was a bot, it could be easy enough to program it to say it wasn't.
    04-16-09 02:18 AM
  11. RicanMedic78's Avatar
    I don't know if it's a bot. Many live CS people are that way on the phone, too... they just have a book of scripts and aren't allowed to deviate from them. I'm sure there are many quick topics that are easily pasted into a chat and, if there really is a live person there, they are probably handling a dozen customers at the same time instead of waiting for one person to type in a question and hit send.

    On some of these CS chats, I've asked if I'm talking to a bot and was always told I was talking to a live person. Of course, if it was a bot, it could be easy enough to program it to say it wasn't.
    I actually think the reps are pretty good at not sounding robotic as I've gotten great CS from them. Its never across the board or 100%, but in comparison to other services and other industries, I think their CS is top notch and deviates from the robotic lines quite often! But I also think the basic 611 reps are a lot better and more knowledgeable than tech support reps hands down!
    04-16-09 08:27 AM
  12. kstoutdog's Avatar
    my point of posting the conversation.. was to alert to the fact that the BOT/PERSON quoted me the wrong price for tethering... thats all..
    04-16-09 12:34 PM
  13. thepryo's Avatar
    I thought tethering was $15/month...

    Posted from my CrackBerry at wapforums.crackberry.com
    04-16-09 12:44 PM
  14. ok4a56's Avatar
    Tethering with BIS $30.00
    Tethering with BES $15.00

    Posted from my CrackBerry at wapforums.crackberry.com
    04-16-09 12:47 PM
  15. thepryo's Avatar
    O ok well I knew that it was a 15 in there somewhere

    Posted from my CrackBerry at wapforums.crackberry.com
    04-16-09 12:55 PM
  16. TwinsX2Dad's Avatar
    I thought tethering was $15/month...
    Tethering with BIS $30.00
    Tethering with BES $15.00
    Pretty much, if you tether, the data cost is capped at $60, so the $15 or $30 is just the difference between your data plan & an Aircard.

    I like to think of it as paying for an Aircard, while getting smartphone data/email for free.

    Posted from my CrackBerry at wapforums.crackberry.com
    04-16-09 01:06 PM
  17. RicanMedic78's Avatar
    my point of posting the conversation.. was to alert to the fact that the BOT/PERSON quoted me the wrong price for tethering... thats all..
    I hear ya. Problem is that the bot wasn't willing to give name or ID. So in essence, it was sort of like he didn't tell u in writing even though u copied the coversation.

    Its wrong but if the point is to show that there is missinformation out there, we all know it happens. Even on the phone!

    Its good that you shared ur experience with us. Helps to see it and remember that the words "IN WRITING" is your friend!
    04-16-09 01:15 PM
  18. TwinsX2Dad's Avatar
    Helps to see it and remember that the words "IN WRITING" is your friend!
    Yes it does help - many still take those inet chats as gospel. If I could add that copy/paste of the convo is not the same as getting it in writing, so if you do this as a backup, hoping to get something not offered, it won't work.

    Posted from my CrackBerry at wapforums.crackberry.com
    04-16-09 01:32 PM
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