Verizon Customers - Just Say No!
It is easier to seek forgiveness than it is to get permission according to Verizon, which has once again shown us what large corporations should not be doing when it comes to customer service.
David Weinberger, co-author of The Cluetrain Manifesto and the more recent Everything is Miscellaneous received a letter today from Verizon. A "legalistic pamphlet" that informed him he has 45 days to opt out of 'agreeing' to let Verizon share his personal information.
Weinberger, unlike the majority of us who rarely read the associated paraphernalia that arrives with bills and the like, noticed that Verizon's modus operandi was to share Customer Proprietary Network Information - the data created as a result of your relationship with Verizon Wireless - unless you ask them to stop.
This information includes "services purchased (including specific calls you make and receive), billing info, technical info and location info. They promise to only share this with 'affiliates, agents and parent companies.' It will definitely not be shared with 'unrelated third parties' ... unless, perhaps that third party pays Verizon to become an affiliate, whatever the heck 'affiliate' means," Wienberger wrote.
While getting this in the mail is great, what about those people who only receive electronic copies from Verizon? Did they too receive a message? I didn't, so I decided to investigate, and sure enough, after logging into my Verizon Wireless account I couldn't find a mention of the CPNI. As Weinberger pointed out, there is a link to it in my messages, but alas, as he also mentions, the link is "not available."
Verizon has not been having a great run recently. Sure, in January Microsoft opened its wallet to Verizon and struck a five year partnership with the wireless carrier in hopes of getting access to its more than 80 million subscribers, but what if those subscribers begin to slowly dwindle away?
Verizon was dealt a blow last month when the US Court of Appeals for the District of Columbia Circuit denied the company's request to overturn a decision by the Federal Communications Commission regarding its marketing tactics. Earlier this month the Pennsylvania Public Utility Commission decided Verizon's customer service "stinks" and sought a settlement to improve customer service. Next week, Delaware customers with complaints about their telecommunications service will have the opportunity to air them during the states Public Service Commission hearings.
Verizon spokesman Harry Mitchell, in discussing next week's public forum said the company still does not believe the hearings are necessary. "There were some issues we did have, but we worked through those, in collaboration with the commission staff, and made great improvements," he said.
While they may have fixed the problems associated with gripes about their old copper pipes in Delaware, they clearly haven't yet addressed their customer service issues.
For a company that prides itself on operating the nation's most reliable and largest wireless voice and data network, and spends an absolute fortune on creating masterful ads (YouTube link) to entertain us, it clearly still has a way to go. Perhaps it's time the company started putting some of its energy into the Twitter account it set up, and got up close and personal to its community and their needs.
Note: David Weinberger's post walks you through the process of opting out of Verizon's 'share your information' default setting. If you haven't done it yet, we highly recommend you do.
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Well, what kind of personal information were they selling? The United States Post Office as well as verizion home telephone and even your credit card companies sell your personal information (income, address, phone number etc) ... is this any different?
How did you think YellowPages really got all of our information anyway? Or how did you think Tiffany & Co. knew your address to send a catalog too after you bought something with your Visa card?
Companies are seeing that they have a goldmine of information and people are willing to give it to them because they feel that they have to. It's ridiculous to have to do it like this, but we have to read every bit of legal data that we're given to make sure we're not agreeing to this kind of manipulation.
Interesting you guys didn't make such a fuss when Mint.com shared data on their users with you. Though, it was enough for me to close down my account.
never been a fan of their policies or treatment of customers: http://life2beta.com/2009/03/08/verizon-still-doesnt-get-it/
If they could collect all those slackers following wireless customers around and put them on the helpdesk or doing service calls, the problems would be resolved. Can you hear me now?
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To opt out online all you need to do is sign in to your Verizon Wireless acct, click MyProfile, and look for the Customer Proprietary Network Information Settings. You can opt out for all nummbers on the main account.
Kind of surprised you just found out about this.
Is this all of Verizon, or just Verizon Wireless? This needs to be clarified...
Would this be grounds to get out of your ETF?
If the data is available in anonymous aggregate then I think I'd be fine with it. Should be a free API too.
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Well, what kind of personal information were they selling? The United States Post Office as well as verizion home telephone and even your credit card companies sell your personal information (income, address, phone number etc) ... is this any different?
How did you think YellowPages really got all of our information anyway? Or how did you think Tiffany & Co. knew your address to send a catalog too after you bought something with your Visa card?
Posted by: Martin Ringlein | March 7, 2009 4:54 PM
>
correct me if I'm wrong, Martin, but ought people have control on what kind and how their information are shared? Your tone in your reply just seems like you're coming off somewhat cavalier about people having control over the disclosure of their personal information.
It's time for them to play fairly. The customer service is always a concern for them. I am an AT&T user and the other time, I was trying to switch the service to them, thinking they will honor being the "most reliable and largest wireless voice and data network". Forget it!
The clerk, after asking me for an ID, that I didn't have that day, just walk away. How do they think the can gain new customers if they as a company, are not able to train properly their representatives?
Great post and thanks you for speaking up on what's wrong in Verizon.
It is possible to opt-out from the Verizon Wireless webpage.
Login to your account, switch to Profile, and scroll down to phone controls. There is an link to a page to opt-out each phone you have.
I've never had problems with VZW. Then again I do pay my bill on time every month. Who knows, maybe they pick on the good and the bad apples, and I just happen to be a lucky person. Knock on wood...
Thanks for letting us know about this. I never read the disclosures I get in the mail, shame on me! Took me only a few moments to change my settings.
Thanks again!
Two months ago, I noticed a little pamphlet in my Citi-card bill. It was called something like "rate increase opt-out." I thought I had to be reading it wrong. I called Citi, which said, yep--we've decided to double your interest rate. I said, yes, please, I would like to opt of that. OK, they said, when your current card is up, we won't renew it at the low rate you now have. Fine, I said, and let them know I thought it was underhanded to be prepared to say I'd given "permission" if I hadn't explicitly said no. You can imagine how much they cared. Maybe one of the upsides of this latest crisis will be some companies realizing that customers aren't there just to be milked. Then again, we might have thought that had already happened....
Got the same notice stating "will use unless you opt out" from AT&T. Same schnitz, different day.
I logged into my Verizon account - under My Profile I found an area under Phone Controls stating: "Your privacy is important to us. You have ability to change your privacy(CPNI) Settings." - with a link to a settings page. I clicked "Don't Share My CPNI" for all my lines. THANKS!
Customer Proprietary Network Information Settings
Verizon Wireless and its affiliates (the "Verizon Companies") provide services to you. In doing so, we may each collect certain information that is made available to us solely by virtue of our relationship with you, such as quantity, technical configuration, type, destination, location and amount of use of the telecommunications services you purchase. This information and related billing information is known as Customer Proprietary Network Information (CPNI). The Federal Communications Commission and other regulators require the Verizon Companies to protect your CPNI.
In order to better serve your communications needs and to identify, offer and provide products and services to meet your requirements, we need your permission to share this information among our affiliates, agents and parent companies (including Vodafone) and their subsidiaries.
thanks for writing about this, I wouldn't have known otherwise.
Yet another tactic to nickel and dime their customers to death. Just last week, a "supervisor" in a call center absolutely refused to make an $8 adjustment to correct an error on my wife's bill. When I asked why he wouldn't, he replied to the effect, "because I would just call back next month to 'do it again'." His implication that I would lie for $8 had me lit something fierce, but I held my tongue since it would just be a waste of time and I refused to stoop to his level.
I was eventually transferred 3 more times before the "right person" could make good. When I asked to speak with someone to whom I could report such horrid treatment, I was told some so-n-so would call me in "24 to 48 hours". Which of course they did not...
Sorry for the sob story, but Verizon should be put out of business...
oh jesus - Verizon in general has the crappiest customer service ever. i've been in call centers for the last 12 years. if i ever treated my customers as i've been treated by verizon, i'd be canned in a heartbeat.
I know this article is about verizon wireless. I have verizon FiOS Internet service. (Fiber Optic)
Here's my issues with them - I ordered Verizon Telephone service at the same time i ordered the FiOS service. They came and activated the ONT and provisioned the internet access correctly but then they provisioned the phone service on the copper not fiber as it should have been, then they added DSL on the line (i never asked for it) then double billed me for 2 months service. I called them up, they f'd up my account where it took me about 6 hours on the phone with them and about 20 reps to get it all resolved. That's just one instance.
The second instance - they double billed me for internet service - since, i cant get my invoices (my work pays for my internet service but needs the invoice) either from snail mail, or from their system. i've called a dozen times talked to about 30 reps, maybe one out of 10 reps ask me for any info to verify who i am on my account, but they cant seem to get a simple issue fixed so i can get invoices again. Bank statements arent good enough for work to use.
each time i talk to their billing reps, i loose 1000 brain cells.
Remember Good 'ol Verizon was letting the gov't record your conversations. Just like AT&T. It's Ok though..it was for your own good. At least they were granted immunity by the US Senate this past Fall for being such good Stazi's...oops I mean Patriots. Tmobile said..Subpoena please. SHOW ME THE PROOF! Thanks T-Mobile.
How "American" as GW would say.
At least Verizon is giving us an opportunity to opt out. How about all the companies that don't even bother and sell your information without our knowledge or consent. Also interesting is, at the end of this article, a big ad for Verizon. So who's really fooling who here?
Holy Flirking Schmidt! Damn you Verizon! I'm an account holder - and have been so since 2001. While I love the service (Using Blackberry Curve) - save for the inability to use my GPS for 3rd Party Apps - I cannot abide by this sort of nonsense! Silly Verizon, don't you realize that we're living in an "Opt In" world?
Do yourself - and your PR Department - a favor and change this practice immediately!
I would never use Verizon, they think they own MY GPS!!!!
Posted by: Leonard Boord
|
March 9, 2009 7:15 AM
I've disabled CPNI on my account. I never even knew about it if it weren't for this article. As soon as I'm out of their contract, I'll soon move out of their network.
I for one will never use Verizon services again. They don't only give your private information away, they withhold emails and then refuse to allow them to be sent, they intercept, listen in and interrupt your communications.
Even though the only information I was sending through their services to State legal departments was in an effort to save my father's life from starvation at a Nursing Center. Those emails and calls that Verizon would not allow through, was to the only State Official who gave a damn.
I used to be a Verizon Customer for my DSL and am now a Verizon Wireless customer for my broadband. I've received excellent customer service from both groups.
I was not aware of these privacy issues, but as long as I receive the same level of service then I am happy.
I guess that ignorance is bliss :)
Ryan
When I logged into my Verizon account, I was already opted out. I don't remember doing this before, so maybe they changed the policy b/c of this story? Others?
I'm on the phone with Verizon as I type. The notice was a stuffer in the September 2007 bill. YES. 2007.
Verizon states that only "high level" info such as quantity of line, type of service plan, and other non-identifying information is provided.
Here's a quote from the Verizon page with the opt-out selector:
"Verizon Wireless and its affiliates (the "Verizon Companies") provide services to you. In doing so, we may each collect certain information that is made available to us solely by virtue of our relationship with you, such as quantity, technical configuration, type, destination, location and amount of use of the telecommunications services you purchase. This information and related billing information is known as Customer Proprietary Network Information (CPNI). The Federal Communications Commission and other regulators require the Verizon Companies to protect your CPNI."
https://ebillpay.verizonwireless.com/vzw/accountholder/profile/CPNISettings.action
This doesn't sound anywhere near as oooh scary as people are making it seem. Are you using ANY device while thinking you're secure at all times? That your information is secure at all times? How many days since you last updated your anti-virus and anti-spyware software before logging in at Starbucks or the airport?
Order a new landline and before you hang up your contact info has been provided to the local paper, diaper service, windshield company, bottled-water delivery dude, and whoever else got in line to pay for the info. And THEY have your name and number, unlike those buying Verizon's data.
Hmmmmm The author will be quite busy as every company he deals with does this standard practice. Affiliates?? YES, required by law cannot be some Joe Doakes off the street. They must be a registered affiliate of the company providing the notice. Had you done a bit more research, you would have known of this common practice.
Guess what, folks. Verizon has changed their customer service agreement and no longer allows the opt out.
>>They promise to only share this with 'affiliates, agents and parent companies.'
Parent company = CIA? I have a section in my website where consumers can register their complaints on various topics. Here is what one person had to say about verison and it fees for text messages:
http://www.medlawplus.com/classaction/usercomment.tpl?cuid=C12124674325287386
To opt-out corporate accounts you must do the following:
"You have a right to disapprove of the uses of CPNI and CI as set forth above, and you may withdraw this consent at any time by notifying us in writing at cpni-notices@verizonwireless.com and cpni-notices@verizonbusiness.com. Your consent will remain valid until we receive such a notice withdrawing consent. If you refuse or withdraw consent for use or disclosure of your CPNI and CI, it will not affect our provisioning of services to which you subscribe". Please include your account numbers. You should receive a confirmation withing 24-48 hours after submitting the email.
Order a new landline and before you hang up your contact info has been provided to the local paper, diaper service, windshield company, bottled-water delivery dude, and whoever else got in line to pay for the info. And THEY have your name and number, unlike those buying Verizon's data.
Order a new landline and before you hang up your contact info has been provided to the local paper, diaper service, windshield company, bottled-water delivery dude, and whoever else got in line to pay for the info. And THEY have your name and number, unlike those buying Verizon's data.
i have verizon landline phone and it stays down half the time. And when you call them for repair it takes 1 or 2 weeks for them to repair it. My phone has been down 5 times with in the last 8 or 9 months. Verizon is the worst phone service i have ever had. i lived in jax florida and had bellsouth and when it went down they were out the same day you called them to repair it. I miss bellsouth. Verizon sucks.
This information and related billing information is known as Customer Proprietary Network Information (CPNI). The Federal Communications Commission and other regulators require the Verizon Companies to protect your CPNI."
Thanks ...
Guess what, folks. Verizon has changed their customer service agreement and no longer allows the opt out.
Very Nice
I was not aware of these privacy issues, but as long as I receive the same level of service then I am happy. Interesting you guys didn't make such a fuss when Mint.com shared data on their users with you.
This information and related billing information is known as Customer Proprietary Network Information (CPNI). The Federal Communications Commission and other regulators require the Verizon Companies to protect your CPNI."
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This doesn't sound anywhere near as oooh scary as people are making it seem. Are you using ANY device while thinking you're secure at all times? That your information is secure at all times? How many days since you last updated your anti-virus and anti-spyware software before logging in at Starbucks or the airport?
Order a new landline and before you hang up your contact info has been provided to the local paper, diaper service, windshield company, bottled-water delivery dude, and whoever else got in line to pay for the info. And THEY have your name and number, unlike those buying Verizon's data loan modification.
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