When Upselling Goes Wrong

A Fios Fumble

Ugh, moving is a nightmare, but at least my work can come with me! Since I work from home now, a rock-solid internet connection is my lifeline. Optimum's been my hero – their basic plan is a steal at $40 a month, crushing Verizon's nearly $50 price tag! But price is just the tip of the iceberg – Optimum blows every other provider I've used out of the water when it comes to speed and reliability. Video calls? Crystal clear. Downloads? Faster than a greased cheetah.

So, when Verizon followed up on my website visit via phone, I thought, "Why not?" Maybe they could offer a killer business deal? I told the rep all about my Optimum love affair and that I just needed a budget-friendly business plan with basic internet, ideally under $40. The rep took my info, but the long hold and transfers gave me a bad feeling. I then met with her supervisor, Jose. Why the switch? Maybe they thought they would upsell me!

Getting What You Asked For? More Like Getting Nowhere Fast

My lousy feeling turned into a brick wall when the quote arrived – over $100! Way outside my budget and basic needs. Here's where things went south. The supervisor, clearly on upsell autopilot, launched into a reliability spiel, completely ignoring what I'd already explained.

Time is Money, and So Was My Patience

I wasn't having it.

I'd already stressed my satisfaction with Optimum's reliability and needed a basic plan. A polite reminder and a call end saved both of us time.

The B2B vs. B2C Pricing Abyss

You might be wondering why similar services cost more for businesses. B2B contracts often include fancy features like dedicated support, which can be pricier than basic residential stuff. Businesses might also need guaranteed uptime or specific features not needed at home. But in my case, the upsell completely ignored my situation and budget, making the higher price pointless.

Ditch the Ditching Fees: Why Two-Year Internet Contracts Deserve a Slow Clap

The whole two-year contract thing in today's internet market feels like a relic of the past. With so many providers offering competitive plans and constantly trying to outdo each other, locking yourself into a contract for 24 months seems crazy! It's giving Verizon (or whoever) the upper hand. They can raise prices after the initial promotional period, knowing you're stuck (or face hefty early termination fees). Think of it – unlike electricity or water, the internet is a basic necessity. Shouldn't we be free to choose the best provider based on current deals and performance, not a contract signed two years ago? We deserve flexibility, not to be strong-armed into deals that might not be the best in the long run.

The Takeaway: Listen Up, Phone Salespeople!

This ordeal highlights the importance of listening to customers and offering solutions that fit their needs. Respectful communication, tailoring the offer, and avoiding unnecessary upsells are critical to a positive customer experience, whether you're dealing with businesses or regular folks like me.