Verizon Employees Still Don’t Understand Math

Wow. Nearly a year ago, I posted about an incident where a Verizon customer had been misquoted the overage charge for his data plan. The Verizon employees thought that ".002 dollars" was the same amount as ".002 cents". He was quoted ".002 cents" when the actual price was ".002 dollars". That's one hundred times more expensive. What I'm sure it came down to, was the employees were seeing this: "$.002" and saying ".002 cents". At a quick glance, it's an understandable mistake. The ...

.002 dollars does not equal .002 cents

Wow. I was both shocked and horrified as I listened this recording of a phone call to Verizon. In the call the customer is trying to resolve an issue where he was quoted a price of .002 cents per kilobyte but charged .002 dollars per kilobyte. He speaks to a rep, a supervisor, and a floor manager. All three of them are convinced that .002 dollars and .002 cents are the same amount. The call is a bit long at 27 minutes, but you don't have to listen to the whole thing to get the point....