Verizon Wireless and Why I May Not Continue My Nearly 10 Years of Service With Them
Filed Under (Musings) by Mike Wilton on 17-02-2009
Tagged Under : verizon wireless
For at least the last seven years or more I have been a loyal customer of Verizon Wireless. They have a reliable network, their prices have in my opinion always been fair, and every time I need a new phone or my contract comes up for renewal I gladly sign up for another two years. Clearly I’m a fan of Verizon’s service, so much so that I got my parents to switch from AT&T to Verizon some years ago, and regularly recommend their service to people looking for a new cell provider. Sadly my seven plus year love affair with Verizon Wireless is in jeopardy because of the poor customer service I received at their Corona Crossings store in Corona, CA.
Learn From Verizon’s Mistakes
For the last few months I have been seriously considering upgrading my cell phone, but I couldn’t decide whether or not I really wanted a Blackberry or even if I was going to stay with Verizon as my service provider. After spending some time comparing networks and phones I decided Verizon still gave me the best bang for my buck. Finally this past Saturday, Valentines Day, my wife and I decided we would go and upgrade our phones.
In the past this has been a fairly simple process; we take advantage of whatever promotion is going on at the time, sign another two year agreement and leave the store happy owners of new phones. Unfortunately that isn’t what happened this time.
We were greeted when we entered the store and we explained to the woman assisting us that we wanted to upgrade our phones. She took us over to look at our account and then told us that we couldn’t upgrade until April 26. I explained I understood that we couldn’t do the credited upgrade until then, but that we wanted to take advantage of their buy one get one Blackberry promotion and just sign into a new two year agreement.
Strike 1
The employee explained that the only way we could do this was to setup a third line, which we obviously didn’t need. So instead we just asked if we could pay the $99.99 for two Blackberry Curves. She then said that the $99.99 only applied to the buy one get one promotion, but we could get one at $99.99 because my wife’s phone was eligible for an upgrade, but we would have to buy mine at the full price of four-hundred some odd dollars.
Strike 2
I explained to the woman that we had never had any issues with upgrades and promotions in the past as long as I signed into a new two year agreement. I then told her I would be more than happy to sign up for two more years AND upgrade my data plan to accommodate the new phone usage to which she said she could not do. I asked her again if there is anything she could do to assist me with the upgrade without having to wait until April. She regretfully stated that there was nothing she could do for me. Frustrated I left the store empty handed.
Strike 3
After spending about ten minutes cooling off from my frustration, after all I have had the same phone for nearly two years now and it isn’t capable of doing half of what I want it to, my wife finally convinces me to go back in to speak with a manager. We return to the store and are greeted by the same employee. I explain to her my frustrations and how I have never had an issue with upgrading my phone during a promotion in the past and I would greatly appreciate any assistance she could give me. She stated there was nothing more she could do for me, but if we wanted she could see if her manager could assist us.
She called her manager over, I explained our situation and again we were lead over so the manager could look at the account. I again told her I would be more than happy to sign another two year agreement AND upgrade my data plan to accommodate the new phone, but did not want to have to pay a non-promotional price for a phone just because I’m not eligible for an upgrade until April. In the end we heard all of the same spiel about upgrading and I was told that since our upgrade in 07 policies have changed and they can’t do upgrades the way they used to. Even with her help I could not take advantage of any promotional rates or offers on their Blackberries; however after April 26 I can go back and get a $100 credit towards any new phone. Again I left the store empty handed, frustrated, and feeling less than loyal to a cell company I have stood by for so long.
The Take Away
In this economy the hardest thing about this whole situation was that I was throwing a ton of money at Verizon Wireless and yet they refused to help me. I came in with the mindset of purchasing two new phones, though at a discounted rate I am sure there is a significant profit made by Verizon. In addition I was offering to sign into another two year contract with them, meaning I would be paying for their services monthly through 2011. Finally I offered to upgrade my data plan, meaning that I would be paying them even more on a month to month basis for their service. All I asked for in return was the courtesy of taking advantage of one of their current promotions. But years of loyalty to their brand and even these offers weren’t enough to make them budge.
In these tough times companies need to consider their existing customer base, especially the long term loyal customer. Long term customers have been their all these years and they will most likely be there for years to come. These are the customers who are going to be around and support your business in a tough economy. These are the ones who have fueled your business from day one. Unfortunately in this case because I was a long time customer I was the one who suffered, and I was unable to take advantage of an offer that only new customers benefit from.
Both the woman working the floor and the manager could have easily rectified this that evening by simply offering me some sort of compensation. A counter offer, another option, anything, but in the end they did nothing. If they were truly listening they would have noticed my frustrations and my outcry and this blog post may have never come about.
In the end I have a few options all of which are even more frustrating…I can pay $170, break my contract with Verizon Wireless and go to T-Mobile, Sprint, AT&T, or any other cell provider out there and get a phone that does what I need it to now. I can stick with Verizon AND get a new phone, but suffer paying a non-promotional cost on a phone or even better buy it off eBay or another online source and replace my phone now. I can wait until April 26th or later to upgrade and simply deal with my mediocre phone which doesn’t allow me to complete productivity tasks that I would like it to. Finally I can save the money, skip the upgrade, and in August leave Verizon Wireless for another company without breaking contract. If this was your company what would you think of my options? What would you do to rectify the situation?
Stuff candy down the employees throats and beat them like pinatas. But that’s just me…
Mike,
I completely agree that companies need to remember their loyal long time customers. While they are so busy building their client base with free phones, no contracts and so on, they neglect the very people who market their products through word of mouth and pay their bills with their two year contracts.
I had an issue several months back when I went to T-Mobile to upgrade my phone. I had the money and understood I had to renew my 2 year contract and most likely purchase a data plan. All of that was a done deal until I pointed out the phone I wanted and as they rang me up the phone was almost $250 more than what I had expected to pay. Turns out you can’t change phones at the discounted rate at T-Mobile until your two year contract is close to an end… Too bad for them because my wife and I are thinking about changing providers and now we will keep your experience with Verizon in mind when we make our choice here in just a few months time.
John, it’s sad really. A week ago I would have said go with Verizon all the way. As I mentioned above their network really is as reliable as they advertise, at least in my experience, and I’ve always found their pricing fair in comparison to what I had paid previously. Now I’m really not sure what to think…I shouldn’t have to be stuck with a outdated phone, but unless I fork out the full price for a new phone I’m outta luck. Verizon Wireless used to be a really good company, both in services and in customer satisfaction. I’m not sure what’s happened over the last couple of years.
Hey Mike,
I thought you’d find this interesting…
“A day later than originally rumored, the T-Mobile “Unlimited Loyalty Plan” for loyal customers is now available nationwide. Starting March 2nd, customers who have been with T-Mobile for more than 22 months with a reliable payment history are being offered the new plan when they log in to their T-Mobile accounts.”
Unlimited data and messaging can also be added in what they are calling an a la carte basis.
My conclusion is unfortunately that of sadness. My family plan with two phones and I think 400 texts a month each is cheaper than this new package. Sadly enough it also made me discover that IF I get a Blackberry now that I’ll have to pay a slightly higher ($10 per month) for a data plan if not more.
Do you think someone over at T-Mobile has Google Alerts and are paying attention to consumer complaints like yours and then mine? If not they should, they could make a killing! If they do…
“TMobile, I want a new phone and understand I will have to renew for two years. You guys aren’t letting me take advantage of your sales because my contract doesn’t expire for another two – three months… come on! I’ll tell everyone how you hooked me up including Mike who isn’t happy with Verizon!”
Mike,
I knew there would be some material like yours somewhere online.
I cant believe im in almost the exact same seat as you. I’ve been with VZW since 1999 and with a family plan with a total of 4 lines since 2003.
I too am trying to get a buy one get one free BB (Storm thought).
As of yesterday, March 28 2009 I’m eligible for an upgrade however, my brother (on same family plan) is only eligible in Nov 09.
I have been routinely explaining to Big Red in their stores and thru 1-800 telling them that they would be having 2 lines with an additional 2 years + plus not to mention the extra $60 ($30 each data plan) of revenue on top of my $150 monthly bill.
I have been searching and searching everywhere as to what I can do about this.
So far – nothing.
Its just like you’re saying – if I was in the CEO’s chair I would immediately add these 2 lines to pull them for an extra 2 years, not to mention the loyalty being with them and the addition of the 2 data plans required – I have a feeling they are not going to be loosing money having them do that for me.
I just cannot understand it either – there is no one to help – and almost as if there is nobody to talk to.
Although, I did mention my situation to 1-800 many times, there was only 1 time where the rep understood where I was coming from and said that she couldn’t do anything however say that they would be tying me in for additional years + data for 2 lines, said that she will explain to her manager and they would call me back with the info if there could be an exception made.
Did she call back – no. I had to call back (got different rep) and get the answer which was “NO – cant do.” Manager said cannot do.
I even mentioned today that I was willing to forfeit the $50 credit I have in order for both of us just to have upgrade capabilities – their answer was no.
I mentioned how unfair it was that an additional line does not receive upgrade earlier and that it would be nice if main line could spread hi $50 or $100 of to the other lines (example splitting the $50 to $25 each so that we can both upgrade together, of course we were going to split the price of the buy one get one storms equally if this was going to really happen).
I’m happy you put this article out there – even though Big Red really doesn’t care 0.00001% about the dedication of their loyal customers.
In my situation, my brother will take my mothers upgrade in June (its really in July but they state the earliest they can do is 30 before date of upgrade). The only thing now I’m concerned about is that by the time we can upgrade, the buy one get one free deal might no longer exist for the Storm.
But you know what, I’m still not going to stop trying – every time I get a different rep when I call and sometimes I learn something new from the helpful ones.
Good luck to you.
-Leo
Leo, Thanks for your comment. I’m both happy and saddened to hear that I’m not the only one. I honestly have given up on Verizon Wireless for the most part. I will be able to upgrade both my wife’s phone as well as my own on the 16th of April, but I will most likely just stick with what I have.
After talking with some people I am seriously considering making the switch back to AT&T, assuming that AT&T can make the switch as painless as possible on both my wallet and my service. If they can I am going to go to Verizon Wireless and see if they can counter what AT&T offers me. If they are willing to give me something comparable to what AT&T offers I may stay, but it’s going to take a lot at this point.
It’s a shame really that both of us were in similar situations where we have been loyal customers for so long and yet Verizon isn’t willing to cut us a break.
Thought I’d use your blog to vent for a moment about T-Mobile again. I’m still hoping for the both of us and for others who have complaints about their cell phone providers that someone within the companies are smart enough to know about Google Alerts for reputation management. I doubt it but one can hope right?
Anyways, Maybe six months ago I went into the T-Mobile store at that the Galleria at Tyler mall in Riverside. At the time I was going to upgrade my phone thinking that all I’d have to do is renew my existing contract for two years longer. At that time I learned and accepted that it simply didn’t work that way and was told to come back in April which is the earliest they could get me a phone at the best price.
Fast forward… April 4th or so I go back to the same store ready to buy either the Blackberry Curve 8900 series or the new G1. I wait almost 30 minutes in a line where I was the next person to be served but due to the bill pay computer being down … anyways, I eventually get helped and am told that I actually have to wait until April 29th and there is nothing that the guy can do for me until then.
Fast forward to April 28th. I called 611 to talk to T-Mobile support and verify the date because I couldn’t remember if it was the 29th or 27th. They promptly told me that I actually cannot renew until May 29th. I told them they were nuts and that I’ve been told TWICE at the same store by two different people that April is my date.
I decided to go back to the T-Mobile store last night which was April 29th thinking and hoping that the store was right and that they had some extra advantages that the phone Support team did not have. Turns out they didn’t and that I have to wait until the end of May after being told April for the last several months.
Why do I even bother staying? Mike what did you end up doing with Verizon Wireless?
Hi John, thanks for the follow up comment. Sadly I am still with Verizon. I haven’t had the extra cash to break the contract and switch carriers. I am eligible for a phone upgrade now, but I’m not actually up on my contract until August. So my options are opt for the new phone now and stick with Verizon or ride it out til August and see if AT&T can provide me the service I want. The biggest problem I am seeing at this point is that Verizon seems to have the strongest network with AT&T right behind them, but I have heard a TON of complaints about AT&T’s customer service. Not to mention the terrible service I had with AT&T when I was a phone/DSL customer.
My fear at this point is that I will leave Verizon because of this single incident and wind up with a carrier that is nothing but poor customer experiences. Verizon Wireless was great to me up until this most recent upgrade. And it was just very upsetting to know that they told me flat out they could/would do nothing for me. When you have been loyal to a company as long as I have been to Verizon Wireless you would hope that they could do SOMETHING for you. Especially when you are opting to throw more money at them in the long run.
The other thing that’s kind of sad is that Verizon Wireless nor the store at Corona Crossings Verizon Wireless store had any response in regards to this post. Makes me think that perhaps Verizon doesn’t have people keeping an eye on public outcry, which I think is also a bit troublesome.
I had a similar experience but with a defective device. What I did to get it corrected (details on my blog) was write a blog post, then tweet it (twitter) and post the complaint in T-Mobiles forum. I then wrote an email to ECS (executive customer support) detailing my posts and my problem. In less then a week I had a brand new device and a credit to my account for my trouble. They listen, if you post loudly enough
Keith, thanks for the comment. When I did this post I did throw it up on Twitter, but never really made it as far as posting in the forums with Verizon Wireless. At this point I am just going to wind up letting it go since I can now technically upgrade our phones if I want to. However, the Apple iPhone is looking really tempting right now and I only have to wait until August until I am able to switch providers if needed. I have so much other stuff going on at the moment that the hassle it would take to leave Verizon and switch to AT&T just isn’t worth it. However, I am hoping that maybe AT&T is willing to show me some love if I do decide to leave Verizon in August.
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