A sad sad day for Verizon Wireless (a great day for me!)

  • Posted by a hidden member.
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    Aug 21, 2009 1:40 PM GMT
    Verizon Wireless has lost a customer. I have gained an iPhone. Win = ME! I was just so monumentally disappointed in Verizon Wireless' customer service. That whole "We're not satisfied unless you are" is apparently just a gimmick. My tale, while long, boring, and quite involved, boils down to this. I had a phone that malfunctioned on me.... frequently. I just as frequently tried to rid myself of this useless crappy phone. I always got 2 options. 1) Pay full retail for a new phone, or 2) wait until you are eligible for an upgrade. Ok, I get those. Neither of them are what I really want, but I understand those. Now, the one that blew my mind is when a representative leaned in conspiratorially and said to me, "You know, if you want a new phone for cheap, all you have to do is open another line on the account. Then you get promotional pricing on the new phone! That way you're not stuck with this phone any longer." You're right, I wouldn't be stuck with the phone, I'd be stuck with an additional phone line that I'd have to pay for and would have absolutely no use for. This, in the name of customer service!? I call shenanigans on that. So last week, after months of dissatisfaction and dropping hints every time I went into the store that I was considering an iPhone, I went back to the Verizon store to return the battery that in no way solved the problem of my phone's stellar 5 hour life between charges. While there, they offered to replace my phone. I almost got excited, but then wanted to make sure, and sure enough, I wouldn't be getting a new phone. I'd get a replacement of my current phone. So at this point, I was just bluntly honest with the guy. I told him that paying $500 for a Blackberry at full retail was not an option I was interested in pursuing, that opening a new line for promotional pricing was nothing more than rampant greed hidden behind a sham of "customer service", and that one way or another, I would have a new phone by the end of the day. His response was: "Well, you could also just buy a phone off Craigslist." I'm not sure if this associate was just underintelligent or what, but I responded to him "I'm not buying a phone off Craigslist. It's fine for skateboards and simple items but I don't trust it enough for something as advanced as a cell phone. There's no guarantee I'd actually get anything better." I then went on to tell him that this store was specifically chosen, as the Apple Store was literally across the street, and if I couldn't get my issue resolved at the Verizon Wireless store, I'd be solving it at the Apple Store. At this point I was practically begging him, and asked "Is there no one else in this store who may be able to provide me with any additional options?" He replied "No, sorry." So at that point, I said to him that I was sorry there was nothing he felt he could do for me, and left the store.

    So yippee, I have an iPhone!

    But, a couple of things really stood out to me about this encounter, some real big misses for the "quality customer service" that is Verizon Wireless. 1) Offering me useless products (ie additional lines) by dangling the bait of a "free phone" is ridiculous. That's a free and easy $200 right there for Verizon.
    2) When a customer is dissatisfied, and you have exhausted your options, and this customer is asking (in not so many words) to see a manager, not calling a manager over (or at least stepping away to speak to a manager for further guidance), is a really poor way to handle
    3) Inviting a risky 3rd party such as Craigslist into the mix almost spells disaster.
    4) Allowing a customer to walk away from your station knowing that they are leaving your service, and that you didn't do everything in your power to retain them is unforgivable.

    So, Verizon Wireless, step up your game. In the meantime I'll just love on my new iPhone.
  • Posted by a hidden member.
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    Aug 21, 2009 3:00 PM GMT
    I hate my blackberry and I hate verizon. Congratulations on your new freedom. I hear a lot of people like the new IPhone.
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    Aug 21, 2009 3:03 PM GMT
    so you went to AT&T... umm.. well done??? *scratches head*
  • Posted by a hidden member.
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    Aug 21, 2009 3:13 PM GMT
    Love my iPhone. Hate AT&T's 3G network. Now with more dropped calls than ever! Win some, lose some.
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    Aug 21, 2009 3:14 PM GMT
    my iphone 3gs is amazing and i have no problem with AT&T
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    Aug 21, 2009 3:24 PM GMT
    I have Verizon and the Blackberry and I love it. I have a number of friends with iPhones and AT&T and they are by FAR the most dropped calls I every have. My dropped calls with Verizon are generally me hitting the hang up button on my phone, not Verizon. I've dealt with them several times with issues from my kids and their phone and never had issues. They either replace or fix the phone/problem. As for cost, I'm paying much less for my Blackberry than I've ever seen available for the iPhone.
  • calibro

    Posts: 8888

    Aug 21, 2009 3:29 PM GMT
    what should should have done is bought a jailbroken iphone and just paid month to month with t-mobile. it's much cheaper, better service, and better coverage. did i mention much cheaper too? 55 dollars for unlimited data and a calling plan.

    i have one phone with verizon and one with t-mobile. verizon has a great network, but their phones are crap, as evidenced by them actually shutting off the wireless features of their blackberries so you have to use their 3G network. I specifically complained about this when phone shopping and the store employee had the balls to actually tell me the only reason people use wireless is because their 3G network sucks. Do I really look like an idiot who doesn't understand that wireless is way faster and effective, not to mention most of Montana isn't covered by their amazing 3G? There's a reason why Apple first approached Verizon for the iphone and quickly left when Verizon decided it would deactivate many of its functions to make it more like its phones.

    my problem with t-mobile is that though they have amazing customer service, they have such stupid technology. I was on a month to month with my sidekick, and then my sidekick just died on me. I wanted to sign up on contract for a blackberry and just transfer my number. Apparently, they can't allow you to transfer a phone number from a month to month to a contract... I know. When trying to resolve the issue, some customer service people had the balls to tell me that I should just outright buy the blackberry and switch my number that way or to just buy a phone prepaid for a few months from another company, switch my t-mobile number there, and then just switch it back to a contract. The whole point of going from month to month to contract was that I wouldn't have to waste any money on buying the phone, but apparently they don't understand this (though they kept assuring me they do).
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    Aug 21, 2009 3:34 PM GMT
    hehe I find it funny you guys complain about dropped calls, it's so rare to happen with me, yeah it happens occasionally, but nothing like you guys get!

    Plus we have the iPhone on every major network carried by every major carrier.. Only country apparently..
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    Aug 21, 2009 3:35 PM GMT
    Verizon has been nothing but good to me. Great service, always ready to help has replaced 2 phones no questions asked. And I get service (Connection) everywhere. Including the middle of no where South Dakota and Wyoming. So I can't complain only praise.
  • EricLA

    Posts: 3461

    Aug 21, 2009 4:36 PM GMT
    I didn't LOVE Verizon when I left it for AT&T and an iPhone, but I never had any major issues, either. But AT&T reception in my area sucks. And not in the good way. I'll lose calls sitting on my sofa not moving an inch. (It works better if I use the headset.)

    I didn't upgrade to an iPhone 3GS this year because I'm hoping next year when my AT&T contract expires that Verizon will have an iPhone, too. I'll wait before I blindly switch back, because I'm sure it'll have it's own problems initially, especially if Verizon is going to be using it's new 4G network that's not everywhere yet. But I had a better experience with Verizon.
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    Aug 21, 2009 4:40 PM GMT
    Did you call the customer service # or just deal with a store? If you call they will usually send you a new phone.. it may be a refub, but it would be a new phone. I'm sure they would be more helpful in the long run than a Verizon store would be.

    And I agree with the others... going to AT&T is a loss at this point. But I have friends who love their iPhones, just not their service on the network.

    There are rumors of iPhone coming to Verizon next year. We'll see...
  • jlly_rnchr

    Posts: 1759

    Aug 21, 2009 4:41 PM GMT
    icon_mad.gif
    lilTanker saidhehe I find it funny you guys complain about dropped calls, it's so rare to happen with me, yeah it happens occasionally, but nothing like you guys get!

    Plus we have the iPhone on every major network carried by every major carrier.. Only country apparently..


    I can't say I've ever had a dropped call. I have Verizon, btw. I do wish I could get an iPhone, but I just know I'd become rapidly addicted to it, so it's probably good that it's not an option.
  • JP85257

    Posts: 3284

    Aug 21, 2009 4:45 PM GMT
    Ive been with Sprint since 2001 and have not EVER had single problem with service, dropped calls or anything. EVER. I am not leaving them as I am not a preferred customer and get whatever I want now.

    I would LOVE and iPhone, but because of the superior service I have received with sprint I'll just have to pass.

    In Phoenix Sprint is the only reliable phone service.
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    Aug 21, 2009 5:04 PM GMT
    Verizon is switching its network over to LTE. AT&T also has plans on moving to LTE, however not as quickly as Verizon. Apples iPhone is rumored to supposed to LTE soon. With their (Apples) exclusive contract nearing an end with AT&T, they will be free to sell their phones to any provider that their technology supports. So even if Verizon does not get to sell the iPhone directly, it is supposed to function on any LTE / GSM systems.

    Apple did look into supporting CDMA technology but I think that was scrapped since all the articles regarding that have simmered down.
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    Aug 21, 2009 5:43 PM GMT
    The Iphone STILL doesn't have MMS, and there's a class action suit against them for that. The Iphone is cool, but, over-priced. (I get all my phones free.) If you're happy, good for you.

    Verizon Wireless should have let you talk to a manager. They always resolve issues to my satisfaction, but, I often have to get a supervisor, and sometimes, several involved. Understand, the front line reps, are often inner-city, uneducated, barely literate folks, that you have to get around in order to get anything done.

    VZW replaced by Nokia 5 times for me for me. (Shitty phone.). They replaced my kazr for free with a Venture 750 (crappy phone). They replaced my LG8550 twice (it's slick as a bar of soap; the last time the dumb thing fell on the ground and got smashed.) Just a few days ago, the waived the setup fees on my old Nokia 6315i which I sent home to my 85 year old father. They have everything so you can run it from the web, pretty much. They're aren't the cheapest, but, they do work about everywhere. My overall experience is mostly positive and I've been with them since 1998. Sometimes the folks in the store are dumb and dumber, especially in Texas. Sometimes the folks on the phone are beyond dumb. I deal directly with the manager, Jeff, at the store. I deal with supervisors almost exclusively when I call in. They have their work cut out for them on customer service.

    Years ago, I had a horrible experience with ATT and have never gone back.

    Here in Dallas, ATT seems to have better coverage, via the old PrimeCo network, but, in general I've found my VZW phone, with all VZW's roaming agreements works everywhere.

    LTE (Long Term Evolution) is the last step toward the 4th generation of radio technologies designed to increase the capacity and speed of mobile telephone networks. Where the current generation of mobile telecommunication networks are collectively known as 3G (for "third generation"), LTE is marketed as and called 4G insinuating that it's the "fourth generation". Most major mobile carriers in the United States and several worldwide carriers have announced plans to convert their networks to LTE beginning in 2009. LTE is a set of enhancements to the Universal Mobile Telecommunications System (UMTS) which will be introduced in 3rd Generation Partnership Project (3GPP) Release 8. Much of 3GPP Release 8 will focus on adopting 4G mobile communications technology, including an all-IP flat networking architecture.

    Just for those who don't know: in the U.S. there are two types of modulation on the cell networks: GSM and CDMA. The Iphone is a phone that runs on GSM. Verizon uses CDMA2000; IS95. GSM is more dominant worldwide, and is used extensively in Europe. It gets kind of confusing through the various evolutions;

    http://en.wikipedia.org/wiki/Comparison_of_mobile_phone_standards

    Essentially the technologies are merging... Kinda' You have to read the chart to fully understand it.

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    Aug 21, 2009 5:49 PM GMT
    I've been with AT&T and had every version of the iPhone - absolutely love the phone and AT&T. I had one hiccup adding two more iPhones to my plan (those darn teenagers of mine... gonna break me!), but after a brief call with customer service, all was fixed.

    Never been happier with a cell company in AT&T. I've had T-Mobile (poor reception) and Sprint (horrible CS) - never tried Verizon.
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    Aug 21, 2009 5:59 PM GMT
    Sprint was always, and remains, cash-strapped in implementing their network. Ericsson recently bailed out Sprint. Nortel was just liquidated.

    Understand folks, there are two systems in every city. A and B. There are 100000s of sites, and either you can roam them, or not. Where VZW excels is that they have huge roaming agreements, and just purchased Alltel, and its facilities. Now there are different modulation schemes, two, and with analog television getting off that bandwidth, some of that space will be available for PCS while some of it is going to government services communications. Google bought the biggest license there to serve nationwide wireless.

    Just FYI, I am part of Google's Beta Voice Service. It's ultra cool, with a long list of features, and..it's free.
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    Aug 21, 2009 6:34 PM GMT
    ATT is ok. Their 3G network still needs some work around the LA area. But I turned off the 3G on my phone. EDGE coverage is awesome.

    As for the iphone.. meh. Don't care. I hate the fact that you have to sign a 2-year contract, and sign up for the special iphone plan. I have a WinMo phone and I pay per use for data. I don't use a lot of data anyways. If I find myself using a lot of data, I just need to log on to my account and add a data plan. And I can later remove it. All without extending my contract or incurring any fees. If I could do all that with the iphone, I'd get one.

    But Calibro has a great suggestion. From what I've been hearing. T-Mobile isn't hostile against iphones using their network. You won't get 3G of course, but EDGE is good enough for emailing, messaging, and basic web surfing.
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    Aug 21, 2009 6:49 PM GMT
    I finally caved in and got a new I Phone 3gs... which I love most things about the phone.

    I am disappointed in the battery life along with the lack of MMS messaging. The one MAJOR downfall is the service from AT&T. In 5 days I have had 10 dropped calls, some being right after on another.

    Coming from Verizon I was very spoiled. I would go weeks without a dropped call and had no clue how frustrating it would be. If you use the I Phone for personal use the dropped call can be dealt with, for those of use that use it for business and are on the phone a good part of the day, it really BLOWS.

    I have only had great experiences with Verizon customer service and their service.... They just need the damn I Phone! Thus I will probably carry a Verizon phone and the I Phone for the internet/ PDA function, YaY for carrying two phones, NOT!

  • kinetic

    Posts: 1125

    Aug 21, 2009 6:51 PM GMT
    I have a blueberry and its an added line so as much as I want an iPhone, until I'm not poor $10 a month is fine w/ me! icon_razz.gif
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    Aug 21, 2009 7:00 PM GMT
    i've always had Verizon and it's all i know... i've always been content, and have almost never dropped calls, but i'm not even sure how to begin comparing companies- it seems they all have plusses and minuses.... and i don't know where to even see them all charted out for me side by side.

    i loved my razor, before it got decrepit, and really just want a thinner, stronger, updated version- but since the best Verizon could do was this crappy Chocolate flip phone, i've been pining after the iPhone for years now....

    the only problems i forsee with the iPhone, for me, are that
    1) i txt a LOT- while driving too- and i do it by touch... can't do that with a touch screen.
    2) i hear you can't txt pictures- you have to email them. that is BS and i'd hate it.

    i'm currently on my family's plan (dad's paying for my phone bills- yay) so i'm pretty much stuck with Verizon till i graduate. but i'd love to get feedback from all of you on what i should do then....
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    Aug 21, 2009 7:02 PM GMT
    czarodziej saidi've always had Verizon and it's all i know... i've always been content, and have almost never dropped calls, but i'm not even sure how to begin comparing companies- it seems they all have plusses and minuses.... and i don't know where to even see them all charted out for me side by side.

    i loved my razor, before it got decrepit, and really just want a thinner, stronger, updated version- but since the best Verizon could do was this crappy Chocolate flip phone, i've been pining after the iPhone for years now....

    the only problems i forsee with the iPhone, for me, are that
    1) i txt a LOT- while driving too- and i do it by touch... can't do that with a touch screen.
    2) i hear you can't txt pictures- you have to email them. that is BS and i'd hate it.

    i'm currently on my family's plan (dad's paying for my phone bills- yay) so i'm pretty much stuck with Verizon till i graduate. but i'd love to get feedback from all of you on what i should do then....


    Multi Media Messaging (MMS) is not currently supported on the Iphone on ATT.

    Texting and driving is both highly irresponsible and EXTREMELY dangerous.

    Texting while driving is EVEN MORE DANGEROUS THAN DRIVING DRUNK!!!

    You're gonna' feel terrible if you kill someone. STOP IT. USE YOUR BRAIN.



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    Aug 21, 2009 7:05 PM GMT
    HotToddy saidVerizon Wireless has lost a customer. I have gained an iPhone. Win = ME! I was just so monumentally disappointed in Verizon Wireless' customer service. That whole "We're not satisfied unless you are" is apparently just a gimmick. My tale, while long, boring, and quite involved, boils down to this. I had a phone that malfunctioned on me.... frequently. I just as frequently tried to rid myself of this useless crappy phone. I always got 2 options. 1) Pay full retail for a new phone, or 2) wait until you are eligible for an upgrade. Ok, I get those. Neither of them are what I really want, but I understand those. Now, the one that blew my mind is when a representative leaned in conspiratorially and said to me, "You know, if you want a new phone for cheap, all you have to do is open another line on the account. Then you get promotional pricing on the new phone! That way you're not stuck with this phone any longer." You're right, I wouldn't be stuck with the phone, I'd be stuck with an additional phone line that I'd have to pay for and would have absolutely no use for. This, in the name of customer service!? I call shenanigans on that. So last week, after months of dissatisfaction and dropping hints every time I went into the store that I was considering an iPhone, I went back to the Verizon store to return the battery that in no way solved the problem of my phone's stellar 5 hour life between charges. While there, they offered to replace my phone. I almost got excited, but then wanted to make sure, and sure enough, I wouldn't be getting a new phone. I'd get a replacement of my current phone. So at this point, I was just bluntly honest with the guy. I told him that paying $500 for a Blackberry at full retail was not an option I was interested in pursuing, that opening a new line for promotional pricing was nothing more than rampant greed hidden behind a sham of "customer service", and that one way or another, I would have a new phone by the end of the day. His response was: "Well, you could also just buy a phone off Craigslist." I'm not sure if this associate was just underintelligent or what, but I responded to him "I'm not buying a phone off Craigslist. It's fine for skateboards and simple items but I don't trust it enough for something as advanced as a cell phone. There's no guarantee I'd actually get anything better." I then went on to tell him that this store was specifically chosen, as the Apple Store was literally across the street, and if I couldn't get my issue resolved at the Verizon Wireless store, I'd be solving it at the Apple Store. At this point I was practically begging him, and asked "Is there no one else in this store who may be able to provide me with any additional options?" He replied "No, sorry." So at that point, I said to him that I was sorry there was nothing he felt he could do for me, and left the store.

    So yippee, I have an iPhone!

    But, a couple of things really stood out to me about this encounter, some real big misses for the "quality customer service" that is Verizon Wireless. 1) Offering me useless products (ie additional lines) by dangling the bait of a "free phone" is ridiculous. That's a free and easy $200 right there for Verizon.
    2) When a customer is dissatisfied, and you have exhausted your options, and this customer is asking (in not so many words) to see a manager, not calling a manager over (or at least stepping away to speak to a manager for further guidance), is a really poor way to handle
    3) Inviting a risky 3rd party such as Craigslist into the mix almost spells disaster.
    4) Allowing a customer to walk away from your station knowing that they are leaving your service, and that you didn't do everything in your power to retain them is unforgivable.

    So, Verizon Wireless, step up your game. In the meantime I'll just love on my new iPhone.


    My family has 4 Blackberrys through Verizon, and we love it. Every time one of our phones "malfunctioned" they have replaced it. Me and my sister have gone through two Storms, each replaced at no charge. It is also nice too that we have the new every year (Some companies have a new every year agreement with Verizon)

    The one time I had poor customer service I emailed them, got a reply the same day in which they told me they would replace my phone with complimentary next day delivery.

    My dad used to pull the same line about not wanting to pay that much for a phone... and it always worked... never worked for me... but always worked for my dad.

    Verizon told me that they are only allowed to say they are getting an Apple phone for Verizon in February... which I hope means they are getting an Iphone.... but I love Blackberrys....so I am not sure what I am going to do.
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    Aug 21, 2009 7:18 PM GMT
    I haven't had a dropped call on VZW for months. I'd bet I have less than 20 dropped calls A YEAR, if that.

    Soft handoff and multi-tower transmission is one of the inherent advantages of CDMA. At any given moment, in CDMA (e.g. Verizon Wireless), you can be connected to up to 6 cell sites. The data (voice, images, audio, MMS) with the lowest error rate is what gets used on the MTSO / call. GSM doesn't have those qualities. This attribute facilitates soft handoff as you move between MTSOs as well.

    http://en.wikipedia.org/wiki/Comparison_of_mobile_phone_standards

    Things are moving more in the CMDA direction, but, with 2G/Edge/GSM compatibility.

    By design, there are few lost calls on VZW, which uses CDMA technology.

    If you're into computers think of TDMA as token-ring, and CDMA as ethernet.

    3G, and 4G, technology, utilize CDMA technology. TDMA is going away. CDMA can cram more users into the same spectrum, and has soft handoff.

    You can think of 4G as ethernet/CDMA like and IP-based packet networks...just like the land line network is headed. Packet based data networks where everyone chatters at the same time.

    http://en.wikipedia.org/wiki/4G

    To put it succinctly, ATT is upgrading/has upgraded to the network that VZW has had for years...LOL.
  • cowboyupnorth

    Posts: 264

    Aug 21, 2009 7:24 PM GMT
    AT & T does not work well in my area. I got the Palm pre but it does not work in my house, so I went back to the to my old smart phone. I really liked the pre and it's new net work. Congrats Hot Toddy