18SEP07 / 23:13 / LAPTOP

it is amazing how the people in the service industry differ. having been in this business in one way or another for the past 20yrs, i can either be the service providers dream customer or worst nightmare, especially when you try to mess with me.
in april, Verizon Fios became available to us, but only the phone and internet products. the television portion had not yet been "ratified" by our incorporated village. when i signed up for the phone and internet, the sales rep asked what i was doing for TV service. i told him i had Dish Network. he told me that due to the fact Fios TV was not available to some customers, Verizon had a promo with Direct TV. after comparing prices after the promo discounts, i took the offer. i did ask him one key question; "when Verizon Fios TV becomes available to me, and i want to switch while under the 1 yr contract with Direct TV, will i have to pay any early termination fees" ? he advised that it was in Verizon's interest to get me their Fios TV product that they would take care of any fees/penalties.
so now Fios TV is available to me. i call Tues 17Sep in the morning to check it out and like the deal they have with their "triple play" as it will save some money each month compared to what i have now. i asked the rep, someone different from the original, about the early termination with Direct TV. she says there is nothing Verizon can or will do in regards to this and i need to review my Direct TV contract. WRONG ANSWER.
now i become " Evil Pete" and draw upon my 20 yrs of experience in customer service. one of the practices i learned is you record ALL, this was to follow the C.Y.A principle: Cover Your Ass. I bombarded her with name /date/time of original discussions. she said that by looking at the file, the rep who signed me up was in her office and she will tell him of his MISTAKE. i said, great, but as far as i am concerned Verizon needs to eat the mistake because it was made by one of their own, a practice most other service providers do to keep the customer happy. then later on you disciple internally. she still holds her ground, and now gets defensive. WRONG MOVE.
i ask to speak to her supervisor/manager. she says they are not available. i ask for her managers title and mailing address/email so that i can forward my complaint in writing. she responds with "that is personal information which we do not give out". again WRONG ANSWER
now, we all know all companies have corporate complaint departments, now renamed "customer concerns" department, and the address for these departments are taped to every customer service rep PC screen so they can give it to the customer. most of the time there is also a phone number. i get into it a bit more with her, and then just ask, "what was your name and which department are you in" ? it now gets a bit quieter on her end and the attitude changes. she provides me with the info and let's me know her supervisor is now available, would i like to speak with him. now i get really evil. i tell her" no Ms.XXXXX, that will no longer be necessary, i have all the information i need from you and i will address it to the appropriate parties. thank you and have a good day". silence. then the typical " have all your concerns been addressed" to which i reply " i think you can answer that for yourself" and hang up.
now with info in hand, we address the top of the Verizon food chain, the CEO, via email.
stay tuned for more.....