What sort of business model is it that gives ONLY new customers the best prices?
No matter how long we've had Verizon service (10 years?), the "best" rate offered to us each year is $15 higher than the rate offered to new customers. I am so ready to cancel my service and switch to another provider, if only to get "best" pricing for 2 more years.
When I completed a transaction with Verizon Wireless (very satisfactory, thank you), I was prompted to explore FIOS options. I logged in (or entered my home address, don't recall which), and I was recognized as already having FIOS service.
I was then given the option to explore plans available to me. Three options were presented: prices were $79, $89 and $99 per month. I took a screen shot of the $89 plan [SHOWN BELOW], thinking I would order that, but I wanted to first compare it with what we have currently. Shortly thereafter, the screen was refreshed and I was booted out.
When I logged in again, the best price available was $104/month -- and that was WITH a "bonus" discount! (Or was it a "BOGUS" discount?) I requested a chat, but neither of two agents were able to help me. I even shared the screen shot, but was told, "No, we can't give you that rate -- that was just an ad that you saw." NO, it was NOT an ad. It was a set of choices presented to me AFTER recognizing me as an existing customer.
Now here's the icing on the cake...
When I exited the chat, I was given a survey to complete. "Was your issue resolved with this chat?" When I answered NO, and completed the remaining questions, I was not able to submit the form. I got an error indicating that I had not completed all the required fields, when in fact I HAD! That screen shot is also included. Just for grins, I went back and checked "YES" and lo and behold, the form was submitted!
That's one way to ensure high scores on your customer satisfaction surveys, isn't it?!
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