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Misinformation given at time of sale (business and customer service related)
Posted on 5/11/18 at 6:42 am
Posted on 5/11/18 at 6:42 am
Who's at fault when this happens?
Is it the customer's responsibility to do below the surface research to gather and validate information and restrictions once information has been delivered from a company representative?
Or should customer expect that information received from company representative is accurate and believe that company should right a wrong and stand behind their information delivered to customer?
Note, in this instance, two representatives shared with me wrong information before and after purchase. It was only when I contacted this company the third time that I was informed that I was misinformed on previous two occasions.
As of right now, the only solution being provided to me is "sorry" with little to no compassion and they tried to sell me on another service they own - which was rather comical seeing how they did nothing to correct my first issue.
More information is below in separate post ...
Is it the customer's responsibility to do below the surface research to gather and validate information and restrictions once information has been delivered from a company representative?
Or should customer expect that information received from company representative is accurate and believe that company should right a wrong and stand behind their information delivered to customer?
Note, in this instance, two representatives shared with me wrong information before and after purchase. It was only when I contacted this company the third time that I was informed that I was misinformed on previous two occasions.
As of right now, the only solution being provided to me is "sorry" with little to no compassion and they tried to sell me on another service they own - which was rather comical seeing how they did nothing to correct my first issue.
More information is below in separate post ...
This post was edited on 5/11/18 at 6:53 am
6
Posted on 5/11/18 at 6:43 am to Will Cover
Why can’t you just tell us what actually happened?
Posted on 5/11/18 at 6:43 am to Will Cover
quote:
. It was only when I contacted this company the third time that I was informed that I was misinformed on previous two occasions.
Two wrongs don’t make a right. But, three lefts do.
Posted on 5/11/18 at 6:44 am to Will Cover
It’s the companies responsibility to provide accurate information to the customer.
It’s the customers job to get the information (in writing) by email, text, or contract so they can hold the company to their promises.
It’s the customers job to get the information (in writing) by email, text, or contract so they can hold the company to their promises.
Posted on 5/11/18 at 6:46 am to Will Cover
quote:
Why can’t you just tell us what actually happened?
This ^ We need more info on said product or service... at this point I think you may have bought a bag of dicks maybe?
Posted on 5/11/18 at 6:48 am to Will Cover
Is this about Stormy?
Posted on 5/11/18 at 6:50 am to SECdragonmaster
quote:
It’s the companies responsibility to provide accurate information to the customer
In this instance, my initial introduction was by phone. However, I do have the gentleman's name, call center and phone number along with verbatim notes that I wrote as he was giving me the information. I checked their website and the information given to me matched (in terms of the plan itself).
My issue deals with discounting. I was informed that through my employer I qualified for a 20 % discount off my monthly bill. I received the email link from the first representative, validated my employment and appeared to be all set.
Fast forward about a week later, I called for the second time to ensure discount is being applied. Assured that it was.
Third time, I finally receive my first bill and am them told discount does not apply to the plan I selected.
Had I known this prior to selecting service, I may have chosen another provider.
Obviously there is a communication, training and accountability issue inside the company, at least with the people I encountered.
This post was edited on 5/11/18 at 6:53 am
Posted on 5/11/18 at 6:53 am to Will Cover
quote:
In this instance, my initial introduction was by phone. However, I do have the gentleman's name, call center and phone number along with verbatim notes that I wrote as he was giving me the information. I checked their website and the information given to me matched (in terms of the plan itself).
My issue deals with discounting. I was informed that through my employer I qualified for a 20 % discount off my monthly bill. I received the email link from the first representative, validated my employment and appeared to be all set.
Fast forward about a week later, I called for the second time to ensure discount is being applied. Assured that it was.
Third time, I finally receive my first bill and am them told discount does not apply to the plan I selected.
I would say that if neither the company nor your employer has the specifics spelled out regarding which plans get the discount, then the company should work with you to at least change your plan with no penalty.
This post was edited on 5/11/18 at 6:54 am
Posted on 5/11/18 at 6:56 am to UGATiger26
quote:
I would say that if neither the company nor your employer has the specifics spelled out regarding which plans get the discount, then the company should work with you to at least change your plan with no penalty.
It's just an added benefit. Company that I am with has no involvement, other than allowing their employees to select wireless provider, to receive a discounted rate off monthly wireless services.
For example, Exxon may have a discounted rate with Verizon and AT&T Wireless. 99 % of the time, it is these companies that approach employer and offer this to them and their employees, because they want initial and subsequent business.
Posted on 5/11/18 at 6:58 am to Will Cover
When I said company, I meant the service provider. Not your employer.
If it isn't spelled out anywhere which plans qualify for the discount, then you have a legitimate gripe IMO.
If it isn't spelled out anywhere which plans qualify for the discount, then you have a legitimate gripe IMO.
This post was edited on 5/11/18 at 6:59 am
Posted on 5/11/18 at 7:03 am to Will Cover
You can change your wireless plan at anytime without penalty. Neither Verizon or at&t give discounts on their unlimited plan. Should have come to the OT with that question instead of calling some stupid arse call center employee.
You learned a valuable lesson today.
You learned a valuable lesson today.
Posted on 5/11/18 at 7:15 am to gatorhater08
It is for the Unlimited Plan. I was unaware that discounting did not apply to this type of plan.
I assumed the two representatives knew their product, process and pricing. I was wrong.
I assumed the two representatives knew their product, process and pricing. I was wrong.
Posted on 5/11/18 at 7:15 am to Will Cover
quote:
"sorry" with little to no compassion
My goodness, not enough compassion?
Does it ever seem like every type of interaction you have leaves you somehow being aggrieved?
That what it seems like to this causal observer.
Often when everyone you encounter seems to be an a-hole, you're actually the one who's the, you know.
Oh, and don't trust the word of minimum wage call center employees... They weren't trying to deceive you, they are just minimum wage call center employees.
Posted on 5/11/18 at 7:18 am to Will Cover
Verizon has issues with incorrect information. I upgraded to the unlimited plan yesterday and the website said my bill would only go up $6, all the way through the confirm screen. I called their customer service line just to ask since that seemed off to me, and sure enough it was going up $20, not $6.
Posted on 5/11/18 at 7:33 am to Ingeniero
Posted on 5/11/18 at 7:51 am to Will Cover
Had this same issue with an employee discount through Sprint. They have no accountability - I even had it in writing and they refused to honor. I went elsewhere.
Posted on 5/11/18 at 7:59 am to Pvt Hudson
quote:
Had this same issue with an employee discount through Sprint. They have no accountability - I even had it in writing and they refused to honor. I went elsewhere.
It's frustrating for sure. When I spoke with the third person, after she informed me that the previous information I received twice was incorrect, she said she was going to have her supervisor get in touch with me.
I asked, can you provide me the name of that person and when I can expect a call from them? The answer was no and I do not know when they will call, "they are busy."
It's laughable, at best.
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