verizon customer sales chat

General Info
Chat start time 	 Feb 1, 2012 10:07:56 PM EST
Chat end time 	 Feb 1, 2012 11:39:07 PM EST
Duration (actual chatting time) 	 01:31:10
Operator 	 Sylvester

Chat Transcript
info: Please hold for a Verizon Wireless sales representative to assist you with your order.  Thank you for your patience.
info: You are now chatting with 'Sylvester'
Sylvester: Hello. Thank you for visiting our chat service.  May I help you with your order today?
Tamara: I'm not quite ready to order yet.
Tamara: I came to see what was available
Tamara: I am interested in upgrading from my iphone 3g on AT&T to something else.
Sylvester: Yes, I understand, I will be here for all of your questions.
Tamara: I am unhappy with both Apple and AT&T
Tamara: So, I'm rather looking for a better experience all around, you know?
Sylvester: I hear on that one. Ok let me help.
Sylvester: Would you prefer an all touchscreen phone or a touchscreen phone with a physical keyboard for easy texting as well?
Tamara: The latter. I'm currently looking at the motorola droid 3.
Tamara: I have a question on the Android OS version -- it says it's 2.3. When will it be upgraded?
Sylvester: Ok, let me check and see if it will be able to get the 3.0  Ice Cream Sandwich.
Tamara: (Ice Cream Sandwich is 4.x) :)
Tamara: 3.x is Honeycomb
Sylvester: Oh sorry...did I say that...
Tamara: hmm, i seem to be timing out
Tamara: i'll keep typing once in a while :)
Sylvester: Ok, I am sorry but the Droid 3 will not be getting the Ice Cream Sandwich. The Rezound, Razr, Spectrum are the 3 that will be able to get it.
Tamara: oh :(
Sylvester: I am sorry, however the Droid 3 is an extraordinary device!
Tamara: do any of those have physical keyboards?
Sylvester: I have this phone and it is super fast!
Sylvester: I am sorry but none of the 3 phones I mentioned do not.
Tamara: sadly, i want to be able to develop on ice cream sandwich
Tamara: darn
Tamara: what to do.... what to do...
Sylvester: Hmm...what do you like about the Droid 3?
Tamara: well, mostly the fact that it has a physical keyboard
Tamara: honestly most phones seem rather interchangeable to me except for 1 or 2 key aspects
Tamara: i'm just not that familiar with all the differences between them
Tamara: i have an acer tablet running honeycomb that i really enjoy
Sylvester: Nice! What do you think about the touchscreen phones?
Tamara: they are a lot harder and slower to type on
Tamara: i make a lot of mistakes, and autocorrect only works sometimes
Tamara: on IOS, i hate there is no cursor control
Tamara: that's something i love about android
Sylvester: Have you ever tried SWYPE, this feature on the touchscreen phone is really precise and fast when texting.
Tamara: no
Tamara: is it on the iphone 3g?
Sylvester: There may be an app for this on the 3G phone but I think it has to be built in the phone.
Tamara: there's nothing like that i can see on the tablet
Tamara: what is SWYPE, basically?
Sylvester: let me explain.
Tamara: please :)
Sylvester: Ok, Swype is when you slide your fingers on your keyboard and then it will connect the letters together and spelled the desired word.
Tamara: ah so ( i also opened the wikipedia page :) )
Sylvester: Nice, this is a huge improvement on the touchscreens.
Sylvester: Are you interested in one of the 3 phones now?
Tamara: the rezound, the razr, or the spectrum?
Tamara: i'm thinking not
Sylvester: I see, is the DROID 3 a keeper?
Tamara: because, i'm thinking i'd still really like the physical keyboard
Tamara: i think so
Tamara: i might just buy an unlocked phone later for development
Tamara: if i went to a verizon store near me, would they likely have the droid 3?
Tamara: i'd kind of like to actually touch it, you know?
Sylvester: That will be hard to say, I am unsure of that. The Droid 3 is an excellent phone especially with the keyboard as well and is super fast with the  Dual Core 1Ghz processor.
Tamara: sure, but if i order it, can i return if i don't like with no penalties?
Sylvester: Yes you can, you have 14 days to return the device or exchange for another device of your choice.
Sylvester: Will that be enough time for you?
Tamara: am i still bound to the contract?
Sylvester: You will not be.
Tamara: ok, great
Tamara: let's go ahead and order it then :)
Tamara: although i need to take a little break
Tamara: how long do i have before this shuts off?
Sylvester: Not too long, let's hurry.
Tamara: ok, brb
Sylvester: May I ask you to click on the MY VERIZON link at the top middle of the page please?
Tamara: ok, back! whew!!
Sylvester: Great!
Sylvester: May I ask you to click on the MY VERIZON link at the top middle of the page please?
Tamara: on the main page? (not this chat window)
Sylvester: On the main Verizon page.
Sylvester: Not the chat window.
Tamara: ok! i'm there
Tamara: it's asking me to register
Sylvester: Yes, go ahead and log in please.
Tamara: i need the mobile number
Tamara: i don't currently have a verizon plan
Sylvester: Oh that's right, ok let me get you a link.
Tamara: ok
Sylvester: Click on this  link to view the Droid 3 please.
Sylvester: Click on this link above please.
Tamara: yes,there we go
Sylvester: Ok, now add the phone to your cart please.
Tamara: ok, new customer, proceeding to plans
Sylvester: Yes.
Tamara: ok, checking a few things, features, coverage, etc
Sylvester: Ok.
Sylvester: Do you see anything you like?
Tamara: hmm, ok, this is unfortunate
Tamara: i click on the "View included Features" under Plan Includes and it tells me it can't find the page :(
Sylvester: Try refreshing the page please.
Sylvester: ok, click on the link above please and let's try this again.
Tamara: ok, i got there another way
Tamara: no problems
Sylvester: Great, let's proceed.
Tamara: now, question: in the Data section, it talks about Mobile Hotspot and Mobile Broadband connect
Tamara: are those extra features or are they included?
Sylvester: They are extra.
Tamara: they aren't links -- can i find out how much they are?
Sylvester: You can just select the 2GB data plan and proceed.
Tamara: i think i might like the hotspot, so i can tether my notebook or tablet
Sylvester: You can add the 2GB data plan for the hotspot for $20 more.
Sylvester: True, that would be nice.
Tamara: ok, i see, they're actually separate selections for the hotspot
Tamara: ouch
Tamara: $99/mo :(
Sylvester: Oh, it's ok.
Sylvester: Please continue.
Tamara: if i decide i want the hotspot later can i change it easily?
Sylvester: Yes you can, you can turn it on inside your phone and then add it to your phone on your profile page by going under Feature link. This is very convenient to do.
Tamara: ok, great, i'll just get the 2G data bundle then
Sylvester: Yes, that will work.
Sylvester: Do you see any features that you like?
Tamara: ok, i'm now in the insurance section
Sylvester: Ok, which insurance plan are you interested in?
Tamara: i'm trying to figure out whether the droid 3 is a feature phone or an advanced phone, but i can't see where these are specified.
Tamara: going to the asurion site, i can't see any details without giving them my phone number
Sylvester: It is an Advance phone.
Tamara: ok
Sylvester: I recommend that you get the TEC.
Sylvester: Total Equipment Coverage plan.
Tamara: this is extremely difficult to compare what these actually are
Sylvester: Let me help
Sylvester: Extended Warranty: This service provides convenient coverage against any mechanical or electrical malfunctions and manufacturer defects. If your wireless phone is defective or becomes inoperable, just visit any Verizon Wireless Communications Store and the phone will be exchanged quickly and easily for an identical or comparable model.
Sylvester: Ok now:
Sylvester: Total Equipment Coverage is complete protection of your wireless equipment at a low price. It combines the benefits of Asurion Wireless Phone Protection (offered by third–party insurance agency) with the Verizon Wireless Extended Warranty** program. If your phone/device or covered accessories are lost, stolen, damaged or experiencing an electrical or mechanical defect after the manufacturer's warranty expires – you can be covered.
Tamara: well, ok..
Tamara: let me do some calculations...
Sylvester: Ok
Tamara: at $7/mo i'll be paying $84/year
Sylvester: yes.
Tamara: if i need a replacement, i'll have to pay an additional $90
Tamara: or $99
Tamara: otherwise, the replacement cost of the droid 3 is, what, $450? something like that...
Sylvester: You will get a 1yr Free Verizon warranty on the phone, this covers all technical issues.
Tamara: right, i'm think more the "drop it and run over it with car" thing (happened :( )
Sylvester: Oh, you do have 30 days to decide.
Tamara: oh, ok
Sylvester: You can add the insurance plan with in 30 days and you are good.
Tamara: i don't have to select one?
Sylvester: Not at all, you can just decline it for now.
Tamara: can i add any of these other features later?
Sylvester: Yes you can, the other features you can add at any moment. There is no specific deadline.
Tamara: ok, great
Tamara: no accessories i want now...
Tamara: omg
Sylvester: Yes, how does your cart look. Yes that is fine. You purchase them later too.
Tamara: "one time activation fee" -- seriously??
Sylvester: Oh, that will not be charged upfront.
Tamara: no, it will be charged on first bill
Tamara: that is ridiculous
Sylvester: Correct.
Sylvester: Everybody has to pay this.
Sylvester: Is this ok?
Tamara: i think it is a ripoff
Sylvester: I understand.
Sylvester: You will not be ask to pay this ever again on your line.
Tamara: i shouldn't have to pay anything
Tamara: why is there an activation fee at all?
Tamara: it certainly doesn't cost verizon $35 to add an account
Sylvester: This is to set your phone up and get your number set too.
Tamara: which is all entirely automated, correct?
Tamara: we're well past the days of having a technician hand wire circuits
Sylvester: No, you will have to call Customer care after you receive your phone and they will activate it for you. It takes less than 5 minutes.
Tamara: so, baically, it costs about $420/hour?
Tamara: scuse me, i mean verizon is *charging* $420/hour
Sylvester: Well, not everyone activate every 5 minutes.
Tamara: perhaps not every 5 minutes, but most CS calls are for activations
Tamara: argh
Tamara: this might be a deal breaker
Sylvester: I am sorry.
Tamara: i think i might just stay with AT&T
Sylvester: Let's continue please.
Tamara: continue with what?
Sylvester: You will be getting a very nice device and the best coverage too.
Sylvester: With the order process.
Tamara: not if i don't accept the activation fee...
Sylvester: Please, it is free to upgrade after a 1yr period.
Tamara: what do you mean?
Sylvester: Ok, after one year of service Verizon will allow you to upgrade or receive a phone for free or the price of the phone with the 2yr agreement discount.
Sylvester: Also, you will be eligible for a Loyalty discount in the future too.
Sylvester: The loyalty discounts are $50 off of any phone when you upgrade.
Sylvester: Please you have 14 days to try the phone or you can simply return it and cancel the 2yr agreement.
Tamara: i really dislike this
Sylvester: Also, may I have your employer name. We also offer Employer discounts too.
Tamara: oh, i see -- if i *do* want to return it in 14 days -- i'm hit with a $35 restocking fee
Sylvester: Is that what it says?
Tamara: yes
Tamara: You may return or exchange wireless devices and accessories purchased from Verizon Wireless within 14 days of purchase. A restocking fee of $35 ($70 for netbooks and tablets) applies to any return or exchange of a wireless device (excluding Hawaii).
Sylvester: I see, but you will not be charged for the bill nor the activation fee if you cancel.
Sylvester: I see.
Tamara: you have been very very helpful, and i appreciate all you've done
Tamara: but your company's prices and fees are not making me feel welcome
Tamara: i think i will look elsewhere
Tamara: i'm sorry
Sylvester: I am sorry that you feel this way but we strive to achieve the best customer care, service.
Tamara: you have been great
Sylvester: It is ok, Did I resolve all of your questions or concerns today?
Tamara: the ones you have the power to, yes
Sylvester: Thanks, I appreciate that.
Tamara: and i do appreciate your time
Sylvester: You have a great night.
Tamara: i felt like i was talking to a real person, not a script-reader
Tamara: thanks