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| Is this a good idea?; ...recording next call with Verizon customer service | |
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| Tweet Topic Started: Jan 10 2011, 10:52 AM (354 Views) | |
| The 89th Key | Jan 10 2011, 10:52 AM Post #1 |
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So I had Verizon FiOS installed in August. The service has been great (TV, and Internet service), but their customer service on the phone has been complete carp. On my bill each month, they have either charged me for a service (like online backup and security, or a movie package, ), or incorrectly processed one of the promotional credits I received when I first signed up (like 6 months free DVR).The bottom line is each month they have overcharged me, and after 5 minutes of pressing buttons to get through to a live person each time I call up, they say they've "fixed it" and I'll see it updated on my next bill. Except not. So I call back again. Each time, if I'm lucky enough, I get through to a person who "fixes" it again. But I've also had their "sorry our system is down right now" or "sorry, I can't see in my system when your next bill comes out" or a "sorry, your phone number isn't showing up with your account" (although it was the last time I called). I know, I'm ASSuming that the high-tech Verizon company actually has a comprehensive customer database that all customer service folks can reference. Anyway..........so I'm thinking about telling the person this next time, that I'm recording this conversation and will post it on the economist.com blog (or similar outlet) since this is getting ridiculous. I've seen this done before (watch this for a laugh, or possibly a cry), and think it might be interesting to do the same. What say you? |
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| JBryan | Jan 10 2011, 11:13 AM Post #2 |
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I am the grey one
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The next time you call tell the person right away all calls are recorded for training and quality control purposes. Of course, that is the code they use for "keep it clean, asshole, you are being recorded" but they will get the message. |
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"Any man who would make an X rated movie should be forced to take his daughter to see it". - John Wayne There is a line we cross when we go from "I will believe it when I see it" to "I will see it when I believe it". Henry II: I marvel at you after all these years. Still like a democratic drawbridge: going down for everybody. Eleanor: At my age there's not much traffic anymore. From The Lion in Winter. | |
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| sue | Jan 10 2011, 11:18 AM Post #3 |
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HOLY CARP!!!
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yeah, do it. Like JBryan said, just use their line about possibly recording the conversation. That clip you posted was hilarious. |
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| Riley | Jan 10 2011, 11:49 AM Post #4 |
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HOLY CARP!!!
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I'm pretty sure if you're recording a phone call, you legally have to let them know that, but you should be ok if you do that. Remember though, whoever your talking to is just a low-level employee, and it's not really fair to get mad at them for the companies screw-ups. |
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| KlavierBauer | Jan 10 2011, 11:58 AM Post #5 |
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HOLY CARP!!!
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Actually - you don't legally need to let them know. You are fully legal in recording any phone call *you* are on. How you choose to use that, may indeed be a different matter. I know that (from my SBE exam/certification) when you call a radio station, they don't have to ask your permission to record the call and/or put clips from that call on air. |
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"I realize you want him to touch you all over and give you babies, but his handling of the PR side really did screw the pooch." - Ivory Thumper "He said sleepily: "Don't worry mom, my dick is like hot logs in the morning." - Apple | |
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| big al | Jan 10 2011, 01:08 PM Post #6 |
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Bull-Carp
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Not true in Pennsylvania. The consent of both parties to the conversation is required, not just one like some other states. It's a felony to record without consent. In fact, police car cameras here only record video, not audio. There may also be additional questions on an interstate call because you're potentially subject to the law in two states as well as federal law. If you want to try it, give notice in the general manner the corporations do - "I will be recording this call. By continuing this conversation, you confirm that you agree." Of course, you may find that they are under orders to hang up rather than be recorded, but that's interesting information in itself. Big Al |
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Location: Western PA "jesu, der simcha fun der man's farlangen." -bachophile | |
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| KlavierBauer | Jan 10 2011, 01:17 PM Post #7 |
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HOLY CARP!!!
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While the Federal Law only stipulates that one party consent to recording, there are several states which require consent by all parties, as Al mentions:
So, if you are self employed 89th, you can utilize the business exemption to the federal law, and record the conversation as a business, OR, you can simply let them know at the beginning of the conversation that it is being recorded, nothing else need be said. It is implied consent if they stay on the line and talk. "This conversation is being recorded" is sufficient. |
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"I realize you want him to touch you all over and give you babies, but his handling of the PR side really did screw the pooch." - Ivory Thumper "He said sleepily: "Don't worry mom, my dick is like hot logs in the morning." - Apple | |
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| The 89th Key | Jan 10 2011, 02:03 PM Post #8 |
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Honestly, I was planning on just TELLING them I was recording the call. Not actually recording it, though! ![]() Riley - I agree about not getting mad. I'm usually quite polite on the phone and find that it's the best way to actually get something done. However, at this point the number of times it's "been fixed in the system" only for my bill to be even more FUBAR, is making me numb to the process and skeptical of each "Sir, it's now been fixed in the system, you'll see it updated on your next bill" line. |
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| RosemaryTwo | Jan 10 2011, 02:50 PM Post #9 |
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HOLY CARP!!!
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Verizon is creating the same headache for customers in my area. They describe the exact problems. Demand a manager. Get to the higher levels. |
| "Perhaps the thing to do is just to let stupid run its course." Aqua | |
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| Aqua Letifer | Jan 10 2011, 04:04 PM Post #10 |
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ZOOOOOM!
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By all means, be nice and polite when calling them on the phone. At first. It's the civil thing to do, and it usually leads to you getting what you need in the most expedient manner possible. But when you reach the point where your civility and accommodating tone get in the way of you being effective, it's time to break **** up. |
| I cite irreconcilable differences. | |
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| kenny | Jan 10 2011, 04:13 PM Post #11 |
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HOLY CARP!!!
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If it is FUBAR why are you pursuing a repair?... |
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| KlavierBauer | Jan 10 2011, 04:17 PM Post #12 |
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HOLY CARP!!!
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89th: In terms of conflict resolution (aside from the "should I, or shouldn't I" record the conversation question), I call, and if I'm not immediately moving the direction I want to, I escalate. Sometimes you luck out, and get someone who wants to help you - in this case, a spoonful of charm and some social engineering go quite a long ways. However, if it's clear I'm going to escalate, I politely ask them to transfer me to their manager, as I'm going to become a customer that they don't make enough money to deal with. |
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"I realize you want him to touch you all over and give you babies, but his handling of the PR side really did screw the pooch." - Ivory Thumper "He said sleepily: "Don't worry mom, my dick is like hot logs in the morning." - Apple | |
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| Mikhailoh | Jan 10 2011, 04:31 PM Post #13 |
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If you want trouble, find yourself a redhead
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'Customer service.. my name PEGGY! How I can help you?' |
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Once in his life, every man is entitled to fall madly in love with a gorgeous redhead - Lucille Ball | |
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| Improviso | Jan 10 2011, 04:35 PM Post #14 |
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HOLY CARP!!!
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'Such pretty lights.' |
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Identifying narcissists isn't difficult. Just look for the person who is constantly fishing for compliments and admiration while breaking down over even the slightest bit of criticism. We have the freedom to choose our actions, but we do not get to choose our consequences. | |
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| The 89th Key | Jan 11 2011, 07:56 AM Post #15 |
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Will update you all after the next call later this week.
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), or incorrectly processed one of the promotional credits I received when I first signed up (like 6 months free DVR).







11:26 AM Jul 11