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September 4, 2010

Verizon’s False Friends and Dysfunctional Family program

On paper, Verizon’s Friends & Family program is sweet. We can list up to 10 telephone numbers we can call as much as we want without those minutes subtracting from the 2,100 minutes we pay for. (We have five lines.) Verizon also doesn’t count against those 2,100 minutes calls made to other Verizon wireless subscribers.

So, what one piece of information do you need in order to figure out which ten F&F to choose? You need to know which ten numbers outside the Verizon network you have spent the most minutes on. And what information can you not get from the Verizon site, from the person you chat with on the site, or the customer support person on the telephone? Yay!

The site lets you see calls ranked by minutes or expense within each telephone line, but not across all lines. Worse, you can’t tell if the calls are within the Verizon network. The telephone person I spoke with actually was quite kind and spent many minutes looking through our 40-page bill, pulling out useful information. But even she didn’t have the magic query that would answer the question. And it’s really not that hard a question for a computer to answer.

I’m sorry to say that the most plausible explanation is that Verizon simply does not want its customers to make effective use of the Friends & Family program it promotes so heavily.