They have a horrible policy that they've been told to follow, but I'm not sure they understand what the problem is themselves.
http://www.youtube.com/watch?v=D2isSJKntbg
For those of you who can't easily watch videos: it's audio of a conversation between someone who was overcharged (based on the rate which he was quoted, and which the reps confirmed) for data usage. He was quoted 0.002 cents, this was confirmed by both of the reps he talked to. He was charged at 0.002 dollars. Both of the reps tried to tell him that a) yes 0.002 cents was correct and b) the charge was 0.002 dollars * his usage.
If the company actually forces them to pretend that they think those numbers are the same, and that he's out of line for not wanting to get charged 100x what he was quoted, I feel very sorry for the reps. At the very least "I'm sorry sir, the rate is 0.002 dollars" would be less painful!
http://www.youtube.com/watch?v=D2isSJKntbg
For those of you who can't easily watch videos: it's audio of a conversation between someone who was overcharged (based on the rate which he was quoted, and which the reps confirmed) for data usage. He was quoted 0.002 cents, this was confirmed by both of the reps he talked to. He was charged at 0.002 dollars. Both of the reps tried to tell him that a) yes 0.002 cents was correct and b) the charge was 0.002 dollars * his usage.
If the company actually forces them to pretend that they think those numbers are the same, and that he's out of line for not wanting to get charged 100x what he was quoted, I feel very sorry for the reps. At the very least "I'm sorry sir, the rate is 0.002 dollars" would be less painful!
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