Verizon is bound to lose many customers

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ig0tm0n3y1nth3b4nk

New member
I have been with Verizon for a little over 10 years. I have had my most recent phone, the LG env2, for about 15 months. After having this phone for 1 year, I started receiving from Verizon e-mails saying I had a $50 credit on my account towards a new phone. I could upgrade then or wait 5 months to upgrade with a $100 discount.
A couple of days ago I received a flyer in the mail from Verizon. I was interested in the LG env3. The deal was buy one env3 at $49.99 and receive the 2nd one free. I called Verizon the next morning to verify my $50 discount. They verified it and also told me that I would be able to receive both phones at no charge.
I went to the Verizon store at lunch that day. They preceeded to tell me that there was no such discount on my account. I then called Verizon from my phone and that CS Rep told me the same info. I asked why I was told I was receiving a discount that morning and not at lunch. She said she would have to contact the rep from the morning and I told her I did not want to wait. Good thing I didn't, it was later that evening that I heard back from them and it still was no discount. I am getting tired of the ups and downs with Verizon. This has been happening a lot in the last couple of years. They went on to tell me that in the last couple of months, Verizon has decided to make it manditory to carry a data package of at least $9.99 multi-media phones. That includes almost all of their phones. This happens to include the LG env3. I thought this was ridiculous. I do not use the internet on my phone. They said it was put into place for the people that didn't carry data plans that accidently got online and racked up big bills. I suggested that instead of charging $9.99 to everyone that wanted one of these phones, try educationg the people on how to use the phones. I guess you would then have to have intelligent people working in the stores.
I informed them that I would serve the rest of my term and then would be moving to a different carrier. I cannot afford Verizon anymore. I am on a family plan with my daughter. We would both me charged $9.99 a month. I just can't pay anymore than I am now. They repeatedly tell me they don't want to lose me, but they don't give me any reason to stay. Verizon has lied way to much lately. I am tired of it. Their CS has become what Sprint was a couple of years ago. Maybe this is why they showed a huge loss last quarter.
 
Verizon Wireless does what they do because they can. They know they won't lose many customers over something as little as a data plan requirement.

Remember, your 1 customer out of almost 90,000,000. Verizon Wireless controls 65% of the entire wireless market within the United States.

Sometimes confusion occurs on Verizon's end (it's happened to me once in the past) and it makes it difficult and sometimes is upsetting. They are a LARGE company and mistakes happen. My wife had AT&T for the longest time (I've had AT&T and Verizon Wireless at the same time for many years, until I recently dropped AT&T). She dropped AT&T very quickly when they told her that her device had to maintain a text messaging and data requirement...but wait I thought it was only for new customers...nope anyone who purchased a phone within the last 6 months that now has a messaging + data requirement...so it isn't only Verizon that has issues.

I'd rather have a good network that sometimes has customer service issues compared to a bad network that also has customer service issues.

Verizon Wireless surveyed their customers and found out that a very small amount of the customers have a problem with the new mandatory data plans...that's why AT&T followed shortly...and Sprint plans to follow soon. Verizon Wireless sets the U.S. market's trends.

---------- Post added at 12:31 PM ---------- Previous post was at 12:26 PM ----------

When I worked for Verizon in the far past...I was almost given the opportunity to work in a Verizon Wireless store.

I opted to stay where I was (as a tier II supervisor) because I found out the training to work in a store was so rigorous.

They have to commit to a total of 125 hours worth of pre-store employment training (which you're paid for). Then you have to go through a manufacturer certification program. Then you are on employment probation for 6 months to ensure you know your job...then you take everything you learned and are allowed to work at the store...as a greeter...which is the bottom of the food chain...then you have to work your way up...

They treat their employees well, but they require a lot from them...they offer many initiatives to ensure the employees are happy (which in turn makes the customers happy).

To say they need smart employees is...well, not necessary because the employees there are the highest trained in the wireless industry. Some just can fail to show it.
 
Well, if they do go through that training, the people in the stores in my area must not have listened to anything. I beg to differ that Verizon employees are the highest trained. It is evident that very little information is taught to the new employees. Otherwise they would not have been allowed to go on. When you made the comment, "Verizon Wireless does what they do because they can," that shows exactly how erogant Verizon is. If Verizon did survey customers, it was not in the midwest where I live. The problem with surveys is that they target a select few. They can be scewed to whatever Verizon feels will justify their stance on something. This is what big companies do.
Like I said, I have been with them for over 10 years and CS has dipped to the low Sprint was a couple of years ago. Verizon has lost touch with the customer. The economy stinks right now and there is no end in sight. All other companies are dropping prices and Verizon is raising prices. Maybe that is why they showed a big loss last quarter. By the way, I am not the only one that feels this way. nicknrm, if you don't work for Verizon anymore, don't tow the company line. It doesn't bother any of the employees because they get discounts on their plans.
 
The survey Verizon Wireless did included several million customers from 48 different states.

I was even asked to participate in the brief survey. Now, Verizon Wireless has began a new customer service evaluation survey, which I really feel will help them a bit. This is where when you call customer service it may say "Press 1 to participate in the survey after your conversation or press 2 to not participate". I feel that this feedback will ultimately help them, this is how Sprint managed to slightly increase their quality of customer service.

Verizon Wireless and AT&T are what are referred to as the "Leading Companies". These companies set the standard for other wireless companies. Basically, whenever Verizon says jump...all the other companies do. Personally, I consider Verizon more of a leader than AT&T. AT&T seems to be following Verizon more now than they used to (an example is the Verizon unlimited texting plans and then later the lowering of the Verizon Unlim. Calling Plan).

Wireless companies have to keep some things in mind when raising and lowering prices. They know at which point they must stop raising prices to prevent losing customers. They also do some things like lowering prices on one thing to raise prices on something else (an example is the lowering of the Unlim. Calling Plan and then the addition of the mandatory data plan for feature phones was added). AT&T followed suit and lowered all of their plans. I have a newsletter here that basically says that T-Mobile intends on RAISING their Unlimited plans this Spring...

Something you will never see is T-Mobile mandating a lot of things. They are more of a free company and just do as they please (but their financial status is slowly going in the toilet). Sprint hasn't joined in on this frenzy...yet...but they have plans to do so very soon.

Something you need to look at: Are you getting your money's worth? I mean I am paying about $90 or so for my Motorola DROID calling plan...but here in Northern California, where I'm at, AT&T has marginal coverage, Sprint has coverage only along the interstates, and T-Mobile is almost non-existent.

Personally I've never had an unresolvable issue with the Verizon Wireless Customer Service Team. I have had some conflicts with the store team, most of which are usually resolved through customer service.

Have you spoken with a supervisor at the customer service department level? Every time a representative accesses your account when you call them or visit a store, a time stamp is automatically placed there and then the representative MUST enter notes about the conversation. Therefore have them review the notes on your account...request they review them. It will say that you called in and were verified that there is a discount available of $50. May I ask, why does such a discount exist? I've never heard of one like this. I've heard of New Every Twos...but what your talking about seems different.
 
As I said, I have contacted customer service many times in the last couple of days. I have talked to a supervisor each time. I contacted them by calling *611. I have been told by all of them that I should go to verizonwireless.com and click on "contact us." Then send an e-mail and it will go to the corporate offices. After doing that, I received a call from them after asking that they call me. Before that call, I was sent an e-mail saying that they reviewed my call history and noticed that my concerns were met. that was not true at all. When they did call today, the first question I asked was if they were with corporate. They said "No". The person was just an ordinary CS.

Another CS called me back tonight. He was a Supervisor. We went over the same stuff, getting nowhere. He said the only way to get ahold of corporate was to send a letter to their address. I asked how long he had been with Verizon and why do I get a different story everytime I talk to someone in CS. Of course, he didn't know and he had been with them for 10 years.. After we got done talking about my issue, I asked him about the survey you have been talking about. He had not heard about any survey like that. The only survey he has known about is the one they do on the phone.

I am in Missouri, east of Kansas City, MO. Verizon does seem to have the best coverage, but all the other carriers are improving and in my estimation, just below Verizon. That said, I don't believe I am getting a good value with Verizon. I am on a family plan with my daughter. I have 700 anytime minutes and unlimited texting. I pay $99.00 and after taxes, $125.00. I checked out Sprint and I can get 1500 anytime minutes, unlimited texting for the same money. I can get the same price as Sprint with T-Mobile. I guess you could say I am not getting a good value with Verizon. I am not even getting good Customer Service.

As far as the $50 discount, I received an e-mail a year after I got my LG env2 saying that a $50 discount was on my account towards an upgrade to a new phone. I could do that anytime and I would receive $100 in June. I called them the other morning to verify and they did. Got into the store and they knew nothing about it. I had never really had any issues until the last couple of years with Verizon.
I am not asking to be treated special, just treat me as they said they would. The previous 8 years with first Cellular One and then Verizon were great. The last 2 have been terrible. I have tried 3 stores near me and all I find is sales people to have very little knowledge. When I went into the Sprint store, the gentelman I spoke to was very informative. I basically have to pry information out of Verizon. As an example, I switched to the Nationwide plan from the Americas Choice plan when I put unlimited texting on. I briefly incurred some data charges checking my minutes as I always had. I called them and finally got the charges removed and a different screen placed on my phone when I click the "up" button on my inside keyboard. I then asked if there was any other differences and they said yes. I asked what and they weren't sure, I then asked if there was a brochure and they thought there might be. If there was one, they would mail it to me. 3 weeks later I received something. That is the way they have operated ever since.
 
Do you have any other Verizon Wireless Corporate stores in your area? If so, try one of the others.

In my town we don't have one. I can either travel 35 miles to Redding or 45 miles to Chico.

The store in Redding has always been helpful for me. The one is Chico has bumps in the road and the store manager is rude. I choose Redding since they are knowledgeable and informative.

The survey was performed by a third party carrier under the administration of Verizon. Some company out of San Fran. When I'm back at my office, Ill look up their name and info. Most of the time carriers do not do their own investigating...they put it on someone else.
 
The store in Lee's Summit where I live is a corporate store and is useless. The one in Raytown, west of me about 15 miles is called a satelite store. Useless, too. There was a store north of me in Independence, but it is now closed. It was actually the best of any of them. I am just tired of the roller coaster ride with Verizon. I researched when Sprint was having problems a couple of years ago and this is very similar to what people were saying then. Bad CS. Here is the address of where they told me to mail a letter and it would go to corporate:
Verizon Wireless
Customer Service Department
777 Big Timber Road
Elgin, IL 60123

Do you know if this is a Verizon Corporate Office? I do not want to waste anymore time if it is not one. It does say CS Department. I asked the CS this evening and he guaranteed it was corporate.
 
They actually have many corporate so called "headquarters".

This is the information that I have on file for Verizon Wireless:

Verizon Wireless
Customer Service Department
Post Office Box 96082
Bellevue, WA 98009-9682

for their customer service mailing department.

This is the information for their joint venture headquarters, which may get you farther.

Joint Venture, Headquarters Location
1 Verizon Way., Basking Ridge, NJ 07920-1025, United States
(800)214-3555 (phone) , (908)559-7000 (fax)

Yes, the street is 1 Verizon Way...kinda funny huh.

This is basically the office that collaborates between home, telephone, and TV. It is also the location in which the CEO works from.
 
Here is a link to a page called forums and blogs on Verizonwireless.com:
Voice and Broadband Calling Plans - Verizon | Forums and Blogs - Verizon Community
There are a lot of people with interesting stories about the forced data plans. I have read most of them and all of them are saying that if it is not removed, they will leave Verizon. I would have to say that survey didn't reach any of these people or if it did, Verizon paid no attention to them.




---------- Post added at 07:50 AM ---------- Previous post was at 07:49 AM ----------

Here is a link you might find interesting. I found it on a page on verizonwireless.com called forums and blogs:
Executive Leadership
It is:
Lowell McAdam
President and CEO
Verizon Wireless
At the bottom of the page click on "Contact: Lowell C. McAdam". This will take you to a page where you can supposedly e-mail his office.
 
I can tell you that the mandatory data plans aren't going away, but I do foresee them making other changes to accommodate customers better (they've been discussing lowering the monthly access for text messaging and all of their voice plans starting January 2011, this hasn't been made official, yet). They also have plans of bringing back their unlimited holiday calling, which was replaced by Unlimited Mobile to Mobile several years back. Basically, you could make holiday arrangements/communicate with loved ones during the holidays for free. The holidays that would be included are:


  • Christmas
  • New Years Eve and New Years day
  • Martin Luther King Day
  • Fourth of July
  • Memorial Day
  • Labor Day
  • Presidents' Day
This feature was removed because Verizon noticed customers were using no more minutes on these holidays than they were any other day.


Hmm, interesting that you found the CEO's contact website specifically. I've never came across that.

I may sound like I'm defending Verizon Wireless a lot (which I impartially am) but I, too, disagree with some of the recent business practices. I don't like being FORCED to add a feature (like data), which I'd probably add anyway...It's just the principle of the thing.

Somewhere you may want to go is the Better Business Bureau. They may be able to help your conflict or at the very least you'll get to see how Verizon "defends" themselves. What would happen is if you filed a complaint, the BBB would send a lengthy letter to Verizon. It would include your concern and the BBB would require a thorough investigation. This takes about 3-5 days. They review ALL the notes and the BBB receives a copy of the notes on the account (which by law, the BBB cannot provide to you). Then after this is done, Verizon Wireless sends the BBB a letter defending themselves and why these practices are implemented. Even at the very least you would be able to find out WHY all of this is happening to you, even if the problem may not be resolved. I always like seeing the Verizon rebuttal to a BBB report, so if you go ahead and file one, please post the responses here!

To file a complaint with the BBB, visit:

https://odr.bbb.org/odrweb/public/getstarted.aspx

On the second page (after you click next), you'll notice that the second choice to file a complaint about is "My cell phone or wireless carrier".

In your complaint, I'd include an array of information. Cover ALL of the bases...including the current issues with discounts, your complaints with the mandatory data plans, and the horrible horrible customer service. Include AS MUCH INFORMATION because with the BBB, if they notice you complain A LOT in multiple different complaints, they'll begin to disregard them...so it is important to get everything done in one complaint.

Also, if you feel the need to complain to the higher ups, the FCC is also there. When you complain to them online, the complaint is taken higher than the BBB at Verizon Wireless. The complaint posts as a "note" on your account and Verizon Wireless will contact you personally as well as the FCC (which sends out letter and information). A complaint with the FCC takes much longer to do (as much as 30 days) and you receive a letter with an estimated "investigation completion date".

In a complaint to the BBB, I'd be nicer and more gentle about wording it. With the FCC, be very straight forward and show that you are definitely NOT happy.

To file a complaint with the FCC, please visit below:

FCC Consumer Complaints

Complaints with the FCC must be resolved in the favor of the FCC. This means that some type of resolution must be made (whether it be allowing you out of your contract or doing what you need) unless absolutely NO reason for a complaint is found. With the BBB, they are unable to force Verizon to do anything. They are; however, a great way to get information about WHY these things are happening.

It doesn't hurt to file a complaint through both parties, since BBB complaints are never documented on Verizon's servers.

Also, the BBB has an accredited business program (Verizon Wireless has been accredited since 01/01/2005). That year was an important year for Verizon since that was the year they reformed their customer service. When you file a complaint, your complaint is documented and available to be viewed (without any personal information, of course) online for other customers. The BBB is a great way to find out if a company is good or not...I think it is even better the JD Power and Associates.

Here is Verizon's BBB site: http://www.bbb.org/new-jersey/busin...ies/verizon-wireless-in-bedminster-nj-1001468
 
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