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Shame on You
By Gary Pearlman
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To educate a person in mind and not in morals is to educate a menace to society
Theodore Roosevelt 1858 -1919
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(Note: Shortly after this article was posted Verizon accepted recorded calls)
Verizon
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What they say
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"We also recognize that the expectations for being a responsible corporation are increasing. Stakeholders—from customers and investors to society at large—want to know that large corporations are accountable for their actions and transparent."
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Verizon records customer calls but they are unable and unwilling to stop recording you. When the customer tries to record Verizon it becomes clear that the customer is not to be given the same advantages or rights as Verizon. We do not accept the premise that customers are supposed to be subservient to big business. Unless Verizon changes it's policy the public, in our opinion would be better suited to find a company that respects their rights, basic reasonableness and good faith. Other wireless companies Cingular for one regularly let their calls be recorded. The above quote by Chairman and Chief Executive Officer Ivan G. Seidenberg belies a reality where a double standard in favor of big business blocks transparency and accountability. In their commitment and values section on all four pages in red are the words "Great companies are judged by what they do, not by what they say." Unfortunately those seem to be only words.
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We asked supervisors why this was, they refused to answer. We spoke to Chuck Hamby in their media relations department. His response and some of the calls are below. We look forward to any further response.
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What they said:
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"Accountability: We take responsibility for our actions as individuals, as team members, and as an organization. We work together, support one another and never let the customer -- or our coworkers -- down."
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What they do
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| When Verizon made billing errors their representatives, including supervisors refused to adhere to their promises and their word. They felt no need to right the wrong and assist the customer but only stood firm that the customer must bear the brunt of Verizon's mistakes. This is easier without the proof a recording would produce. Recording calls should provide both parties quality assurance not just big business. That Verizon runs from this is telling. |
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What they said:
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" We know it is critical that we respect everyone at every level of our business. We champion diversity, embrace individuality and listen carefully when others speak. "
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Action Line Response
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Can you hear us now Verizon? Are you listening carefully?
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Conversation With Chuck Hamby and Verizon
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Return to Action Line Front Page
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