We’re all gettin’ ’em.
Emails from businesses, service providers, eateries, every email list you’re on regarding changes in policies, procedures, operating hours, during this pandemic.
I wanna give a shout-out to Verizon. Yeah, that telecommunications behemoth with its indelible “Can You Hear Me Now?”
Yes I can!
My text alert buzzed a few days ago. I very rarely receive texts — and most are telling me some bill is due — so I didn’t open it with anticipation.
‘Twas a surprise awright:
“We have added 15GB of data to your plan at NO CHARGE.”
“For use from March 25-April 30.” A deadline, awrighty, I’ll take that!
“You can even use your phone as a mobile hotspot.” No need but nice to know.
See, I’m on Verizon’s cheapest bare-bones plan — 2GB a month. Piddly — even laughable — amount. Millennials and snowflakes would roll their eyes.
Yes, I’d tell ’em, I do live on data crumbs! ‘Cause my phone is a separate entity NOT welded to my body!
Anywho. This data gift comes at a great time! With the gym closed — and Phoenix weather still pleasant (though not for very much longer ) — I’m out walking every day, often listening to the radio on the phone. Bumps up my data use big-time.
Now I needn’t add overage fees to my stacked plate of worries!
Ultimately it’s not about the data bonus — still very nice! It’s about the goodwill: the heart of customer service.
And this gesture I shall remember should I re-evaluate my carrier down the road.
I Can Hear You — And Don’t Like What You’re Saying
Cox Communications on the other hand … too that telecommunications giant and leading Internet provider in my region.
My monthly bill just abruptly shot up from $60 to $90 — a 50% increase. No forewarning, no announcement, no knowledge and certainly no consent from me.
This REALLY TICKED ME OFF.
I’ll spare you the grisly telephone scenes … the sum hour on hold … shoddy “customer service” … Cox dropping the ball. We don’t need the stress.
In these troubled times, EVERY local service provider is recognizing tough times and stepping up with pretty remarkable and generous offers to ease the burdens on customers.
Everybody except Cox, to my experience.
Not only did they jack up my Internet costs 50% with no warning or *any* change in service whatsoever!, they played hard hard hardball in negotiating a new rate.
To be noted: I’ve been a model customer this past year. Not that they care, reward that or incentivize my continued business in any way. They don’t.
After grueling conversations, my increase is now “only” 15% instead of 50%.
Insert me on my knees in classic: “We’re not worthy. We’re worthy” from “Wayne’s World.”
Is it about the money?
It is, yes, in part.
Everyone’s finances are getting hit. Most of us are cutting back, cutting out and operating in survival mode.
Innumerable businesses and service provides are extending discounts, forgivenesses of late fees, etc. etc. etc. to ease burdens.
Cox is doing the opposite.
It’s raising my rate, regardless. Giving no incentive to continue giving them my business or loyalty.
It is partly about the money, the increased stress imposed during incredibly stressful times.
And it’s about the goodwill — or lack thereof.
Just as I shall remember Verizon for its generous gesture in a crisis, too shall Cox be remembered for being, really, cold-hearted dickheads.
(Were my Stressors Plate not already overloaded, I’d have dumped ’em. Just don’t have wherewithal for demanding research into Cox competitors, technology and equipment changes.)
So yes, Verizon, I can hear you now! MERCI.
Cox, I can year you too. Cold-hearted Careless Meanie.