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Bye Bye Verizon!





ciureanuc
Because I believe in fair Play, you must read this.
Maybe you are another "happy" customer...

THE SOURCE: http://verizonmath.blogspot.com
Quote:


How much more does it cost to acquire a new customer than to keep an existing one? This age old concept is part of any basic marketing or business curriculum anywhere. I guess Verizon can't be bothered with questions like this. Today they could have kept a customer, me, for the cost of a mere refurbished phone, instead they lost me and my $125/month annuity. It would have seemed to me to be a quick decision that would have paid them back within the first 2 weeks at most. Once again, the true meaning of the new word "VerizonMath" is again reinforced by their insightful policies.

I bet many of you are saying to yourselves "it's about time", but I stuck with them for a couple of reasons. 1) They do have great coverage. 2) I had a smart phone with unlimited data access which was convenient for connecting to my home machine, checking email etc. OK, so literally a couple of reasons, now that I look at it, its not that compelling.

My PDA phone has been acting up, shutting itself off right in the middle of calls, which my last one had done, and the one before that as well. It seems like every few months I needed to replace it.

I went to the local Verizon store, and I only wish I had recorded this experience as it was similarly comical to the famous call. First I explained to the greeter that my phone was acting up and I'd like to replace it with some basic phone, even a refurb.

I was "transfered" by the greeter to tech support since the fundamental issue was that my current phone was broken. The apathetic tech called my name, "Mr. George", I also noticed that another similarly enthusiastic tech called "Mrs. Kathy" around the same time. It seemed to me they might have had either a training issue or a software issue, but clearly a case of at least mild retardation all around. I mean, "Mrs. Kathy?" WTF?

Anyway, I explained the situation to the "tech" who explained that since I had insurance on my phone I could call Verizon and have them send me a new phone for $50. Great, except I didn't break the phone, it's mint, but defective. I had actually dropped one of my previous phones and used the insurance to get a new one so I was familiar with that process. I felt this was not a great option considering I have had many problems with this model (Audiovox XV6600) and didn't really want another one. I just wanted a simple phone and I could lose the PDA functions (to carry me until I found a better carrier/phone combo). He couldn't help me, so he "transfered" me to sales.

At this point the "transfer" process started to feel familiar yet very strange considering I was physically there in the store as opposed to on the phone.

I cut to the chase with the sales guy and asked him for a quote, full retail on the cheapest phone they had. He told me $189, and then looked into my account to find that I had a "credit" of $100 from Verizon's "new every 2" program. This was another bit of comedy. Since the cheapest phone they offer costs $189 (before $100 credit), "new every 2" really translates to "new every 2 at your cost of a few hundred for an equivalent phone or $89 for the crappiest phone we have, oh and by the way, we gotcha for another 2 years." Wow, thanks for that. How about I just cancel my contract since I'm past my 2 year commitment? Then I could conceivably just resign for another 2 years as a new customer and get more than $100 off a new phone. But that's what I get as a loyal Verizon customer, nothing.

I chose to cancel and walk. They suggested I cancel on the phone, but I wanted these idiots to personally experience whatever pain Verizon might dish (if any) to them for losing a customer. Honestly, I would have been happy paying $50 for a used crap phone.

So, I'm "transfered" again to customer service where I met the biggest gem of them all. I should have gotten his name. This guy, said "gnome sane" at least 10 times, which was baffling because he hadn't said anything that needed to be explained. I took my receipt for the cancellation and left. Fun times. See ya Verizon, it's been fun.

At any rate, I'm now without a cell phone. However I do have a BroadVoice VOIP account where anyone who has my old cell number, which I've had for years, can reach me as long as I'm in front of my computer. I can have my calls at that number routed by broadvoice to any other number for free - that's my version of number portability without all the hassles of the handover between cell carriers. I've been through my share of those - not fun.

I do have to get a new cell phone within the next month or so, and I wanted to ask for people's opinions. I travel very frequently so I can't go with a carrier/plan that has roaming charges or spotty coverage (I think that rules out T-Mobile (the spotty coverage part) - but that might have changed in the time since I had my account with them). I'd like 3g data, preferably DUN access so I can get online with my PC in the rare case when I'm not near a WI-FI hotspot, however this is not too important. I'd like a smartphone so I can send/receive emails, and preferably one with GPS (non subscription) since I used IGuidance on my PocketPC phone pretty frequently. Also, if it had WI-FI and a SIP client, that would be great too as I could use my BroadVoice account when I was home on the handset and not eat my airtime minutes, and not be stuck in front of my computer (as I am now with my PC based SIP software).

I'm thinking the iPhone would almost do what I want, sans the 3G and the GPS, but I hear from the Apple rumor mill those might be getting solved early next year with the next gen iPhone.

I did have a MOTO RAZR on a recent trip to Australia, and I loved the battery life - not having to charge the phone except every few days was amazing considering I usually had to have my pda phone plugged in whenever I was home and it'd barely last 8 hours on standby.

Anyway, if any of you have ideas, opinions about carriers and service and phones, I'd appreciate the insights. For the first time in over 10 years I don't have a cell phone, it feels a bit strange.

Alternatively, if AT&T want to send me a next gen (or current gen) iPhone or Nokia N95 and treat me like a king with a free subscription for a year just to prove how great they are, and really rub it into Verizon's face what a horrible company they are, that sounds good too.

In the meantime I'm just happy to be rid of those idiots. Honestly, I have never dealt with a company that valued its customers so low, and expressed it so clearly. "Worry free guarantee", "new every two" - my ass. So much for "in" - I'm out!

---------------------

And maybe you will click this also
http://www.todaysbigthing.com/2009/02/09
m-productions
*sigh* this is why im still using a go phone. I would in a friggen heart beat go with any one of these people, get their $200 phone if i didnt have to be on a two year plan. its just so lame! and on top of that i need to spend like $400 without a plan to get a nice phone on a pay-as-you-go plan. In this day in age they do NOT need to charge what they do.. its so frustrating.
Wolf1918
This has been my complaint with so called "Tech support" for several years now. Ever since they started outsourcing phone support to countries where English is definately NOT the first language, customer care has slid right into the toilet!!

I will search the web, tech support forums and pages online, and any and all tech sheets I can get hold of before I will call tech support for anything.

These people phonetically read a script that comes up on their computer screen based on their best guess of what the problem actually is (and they are often wrong). In other words any mental defective that is still able to half way read and stumble through speaking english can work tech support.

If they could train a chimp to talk and type, they wouldn't even employ humans anymore. I used to work tech support years ago. When the "tech" part meant you had to be tech savvy, you had to know the product you were supporting inside and out, and you had to be able to think for yourself to be able to fix a problem.

Call tech support, only as a last resort. And be prepared to make at least 3 calls, often over a period of days to get a resolution.

My BEST advice, be irate. Even if you're not. I've found that seeming to be irate on the phone, especially if you've called at least once before, is the quickest way to get something fixed.

Just my 2 1/2 cents,
Chad Cool
Wolf1918
This has been my complaint with so called "Tech support" for several years now. Ever since they started outsourcing phone support to countries where English is definately NOT the first language, customer care has slid right into the toilet!!

I will search the web, tech support forums and pages online, and any and all tech sheets I can get hold of before I will call tech support for anything.

These people phonetically read a script that comes up on their computer screen based on their best guess of what the problem actually is (and they are often wrong). In other words any mental defective that is still able to half way read and stumble through speaking english can work tech support.

If they could train a chimp to talk and type, they wouldn't even employ humans anymore. I used to work tech support years ago. When the "tech" part meant you had to be tech savvy, you had to know the product you were supporting inside and out, and you had to be able to think for yourself to be able to fix a problem.

Call tech support, only as a last resort. And be prepared to make at least 3 calls, often over a period of days, to get a resolution.

My BEST advice, be irate. Even if you're not. I've found that seeming to be irate on the phone, especially if you've called at least once before, is the quickest way to get something fixed.

Just my 2 1/2 cents,
Chad Cool
Arty
ciureanuc wrote:
Because I believe in fair Play, you must read this.
Maybe you are another "happy" customer...

THE SOURCE: http://verizonmath.blogspot.com
Quote:


How much more does it cost to acquire a new customer than to keep an existing one? This age old concept is part of any basic marketing or business curriculum anywhere. I guess Verizon can't be bothered with questions like this. Today they could have kept a customer, me, for the cost of a mere refurbished phone, instead they lost me and my $125/month annuity. It would have seemed to me to be a quick decision that would have paid them back within the first 2 weeks at most. Once again, the true meaning of the new word "VerizonMath" is again reinforced by their insightful policies.

I bet many of you are saying to yourselves "it's about time", but I stuck with them for a couple of reasons. 1) They do have great coverage. 2) I had a smart phone with unlimited data access which was convenient for connecting to my home machine, checking email etc. OK, so literally a couple of reasons, now that I look at it, its not that compelling.

My PDA phone has been acting up, shutting itself off right in the middle of calls, which my last one had done, and the one before that as well. It seems like every few months I needed to replace it.

I went to the local Verizon store, and I only wish I had recorded this experience as it was similarly comical to the famous call. First I explained to the greeter that my phone was acting up and I'd like to replace it with some basic phone, even a refurb.

I was "transfered" by the greeter to tech support since the fundamental issue was that my current phone was broken. The apathetic tech called my name, "Mr. George", I also noticed that another similarly enthusiastic tech called "Mrs. Kathy" around the same time. It seemed to me they might have had either a training issue or a software issue, but clearly a case of at least mild retardation all around. I mean, "Mrs. Kathy?" WTF?

Anyway, I explained the situation to the "tech" who explained that since I had insurance on my phone I could call Verizon and have them send me a new phone for $50. Great, except I didn't break the phone, it's mint, but defective. I had actually dropped one of my previous phones and used the insurance to get a new one so I was familiar with that process. I felt this was not a great option considering I have had many problems with this model (Audiovox XV6600) and didn't really want another one. I just wanted a simple phone and I could lose the PDA functions (to carry me until I found a better carrier/phone combo). He couldn't help me, so he "transfered" me to sales.

At this point the "transfer" process started to feel familiar yet very strange considering I was physically there in the store as opposed to on the phone.

I cut to the chase with the sales guy and asked him for a quote, full retail on the cheapest phone they had. He told me $189, and then looked into my account to find that I had a "credit" of $100 from Verizon's "new every 2" program. This was another bit of comedy. Since the cheapest phone they offer costs $189 (before $100 credit), "new every 2" really translates to "new every 2 at your cost of a few hundred for an equivalent phone or $89 for the crappiest phone we have, oh and by the way, we gotcha for another 2 years." Wow, thanks for that. How about I just cancel my contract since I'm past my 2 year commitment? Then I could conceivably just resign for another 2 years as a new customer and get more than $100 off a new phone. But that's what I get as a loyal Verizon customer, nothing.

I chose to cancel and walk. They suggested I cancel on the phone, but I wanted these idiots to personally experience whatever pain Verizon might dish (if any) to them for losing a customer. Honestly, I would have been happy paying $50 for a used crap phone.

So, I'm "transfered" again to customer service where I met the biggest gem of them all. I should have gotten his name. This guy, said "gnome sane" at least 10 times, which was baffling because he hadn't said anything that needed to be explained. I took my receipt for the cancellation and left. Fun times. See ya Verizon, it's been fun.

At any rate, I'm now without a cell phone. However I do have a BroadVoice VOIP account where anyone who has my old cell number, which I've had for years, can reach me as long as I'm in front of my computer. I can have my calls at that number routed by broadvoice to any other number for free - that's my version of number portability without all the hassles of the handover between cell carriers. I've been through my share of those - not fun.

I do have to get a new cell phone within the next month or so, and I wanted to ask for people's opinions. I travel very frequently so I can't go with a carrier/plan that has roaming charges or spotty coverage (I think that rules out T-Mobile (the spotty coverage part) - but that might have changed in the time since I had my account with them). I'd like 3g data, preferably DUN access so I can get online with my PC in the rare case when I'm not near a WI-FI hotspot, however this is not too important. I'd like a smartphone so I can send/receive emails, and preferably one with GPS (non subscription) since I used IGuidance on my PocketPC phone pretty frequently. Also, if it had WI-FI and a SIP client, that would be great too as I could use my BroadVoice account when I was home on the handset and not eat my airtime minutes, and not be stuck in front of my computer (as I am now with my PC based SIP software).

I'm thinking the iPhone would almost do what I want, sans the 3G and the GPS, but I hear from the Apple rumor mill those might be getting solved early next year with the next gen iPhone.

I did have a MOTO RAZR on a recent trip to Australia, and I loved the battery life - not having to charge the phone except every few days was amazing considering I usually had to have my pda phone plugged in whenever I was home and it'd barely last 8 hours on standby.

Anyway, if any of you have ideas, opinions about carriers and service and phones, I'd appreciate the insights. For the first time in over 10 years I don't have a cell phone, it feels a bit strange.

Alternatively, if AT&T want to send me a next gen (or current gen) iPhone or Nokia N95 and treat me like a king with a free subscription for a year just to prove how great they are, and really rub it into Verizon's face what a horrible company they are, that sounds good too.

In the meantime I'm just happy to be rid of those idiots. Honestly, I have never dealt with a company that valued its customers so low, and expressed it so clearly. "Worry free guarantee", "new every two" - my ass. So much for "in" - I'm out!

---------------------

And maybe you will click this also
http://www.todaysbigthing.com/2009/02/09


Does verizon have good support? I called them once and they were very helpful, but it was pretty difficult to get the help I wanted. The first two people who assisted me didn't really help at all.

I wouldn't really use a phone service as a PDA though, for obvious reasons. Smile
standready
You are so correct about the cost of keeping customers. Most customer service representatives do not have the authority to give you what ask for, even a very reasonable request as you had. Supervisors alot of times can't even. Call corporate custom service! The best way to try to get a solution after speaking with representative and supervisor, is to ask for the "retention" department. I know this seems strange. The "retention" department's job is to do everything reasonably possible to keep a customer. Always be kind to them and explain the problem and the solution you would like to have.
I had to do this with my credit card company to get them to lower the interest rate. Did the same with my phone service to get a better bundle rate.
Seems so silly that we must go through all this to help them keep us as customers.
ProfessorY91
I recently left Verizon and switched to T-mobile. I now have three advantages over my previous service plan. 1. Wi-Fi Calling via "T-Mobile Hotspot @ Home" which, by the way, is completely free even international calls - it does not use minutes either. 2. Save 20 dollars a month on three lines, T-Mobile IS CHEAPER despite Verizon's claims that all initial 750 whenever minute plans cost the same no matter where you go. 3. I now have a phone with a sim card, which makes transferring stuff via bluetooth, or pc-phone, between phones, whatever... much easier. I can also swap my phone whenever I want, buy whatever phone I want (unlocked for T-Mobile) without so much as a by-your-leave from T-Mobile. Verizon just has to give you hell about it. Another side effect of those bastards at Verizon is that they restrict data transmissions on smartphones etc, and bluetooth works only between verizon phones. Stupid Idiots. I've never called their tech support, and I'm happy about that, I had my Verizon phone for four years, and their new for 2 thing didn't work for me either.

I simply purchased a T-Mobile phone from their service, and allowed them to transfer the phone number from Verizon. Technically you're supposed to sever your contract with Verizon first, but I didn't and it seemed to work fine.

Regardless if those bastards decide they want their severance fees, it will be settled by a court.

Y.
Crazy_Canuck
I think those companies get what they pay for when it comes to supplying customer service. I avoid dealing with any of them whenever possible. The only thing worse than that is dealing with customer service people is relying on those stupid pre-canned phone support. I would rather have a web site any day.
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