Monday, October 04, 2010
When Words Are Hollow
There is a quote from Verizon in this article that seems misplaced and hollow. After agreeing to pay customers $90 million in refunds for charges that it should not have made to their cell phones, the Verizon spokesperon says, "Verizon Wireless values our customer relationships, and we always want to do the right thing for our customers." Well, no you don't, not after hundreds of complaints about unauthorized and inappropriate data charges. The statement is a PR faux pas. It would have been better simply to say "sorry" and to get on with paying the refund. That at least is more honest than trying to backfill after mistakes, especially since the issue has been dragging on for months.
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