Goodbye Verizon, Enough is Enough

[bgudgel]

I have been a loyal Verizon customer for seven years now. I have defended them and recommended them to friends and family, but I feel my time as a Verizon customer has come to an end. The simple reason is that Verizon no longer sees me as a valued customer. I am just a source of income to them. I was prepared to swallow the $30 upgrade fee, but the new shared data plans are the final straw.

You can argue pricing and details all you want, but the simple fact is this - Verizon is clearly not interested in providing great service at fair prices to their customers anymore. The want to provide great service at the highest possible price, and they are taking pages out of the Big Cable handbook to do it - requiring services you don't want/need in order to get the service that you actually do. And on top of that, the price levels they have chosen for data thresholds and adding additional lines are completely indefensible.

Verizon, I have heard your message loud and clear. You no longer care about me as a customer, so I will gladly take my business somewhere else. I do not know if I can get a better deal anywhere else, but I will no longer give money to you based on the simple principle that you have no respect for your loyal customers. It feels like you are just using us, and that is when I say goodbye.

[GregS221]

I agree.  This is totally bogus and we (I've been a customer for over 15 years) are being forced to convert.  I can tell you, I will be leaving Verizon.  Other carriers offer much better customer service and true unlimited plans.  I'd rather do that and not have service when I'm far away from the city than deal with the Verizon monarchy BS!!!!  You can kiss our family plan goodbye.

[RoyFlugelman]

Agreed!  Customer service is nonexistent with Verizon and we are NOT valued customers.  I asked several times for a supervisor or manager to respond to my concern via email, but only got responses from Jenn, Crystal, Anna, Jessica and George...all non managers.  I had been charged higher fees and taxes from a different state for quite awhile thinking that when I assumed liability for the two lines and gave my billing, mailing and permanent address as Nevada, Verizon would not continue to charge me higher fees from another state.  When I asked via email to rectify this and to be contacted by a supervisor or manager, I was told they could not and would not fix it from the date of aol, but only moving forward.  This was not a big dollar amount, but as a customer service/sales professional myself it Speaks Volumes that no supervisor or manager would even give me a courtesy call.  Looks like I will be leaving Verizon for Virgin, Boost, Straight Talk, or one of the other unlimited data, talk, text plans for about $50/mo per phone.  Adios Verizon, when my contract is done you will have one less customer to provide lousy customer service to.

[Duogen]

Get used to it. All companies will become Internet services. Not phone/txt/video. Data will be the deciding factor on price of service.

[Johnefriendly]

I was so excited when I first heard the rumor of shared data plans coming to Verizon that I almost sold my wifi iPad to get a 4G iPad. I'm glad I didn't. I was expecting to pay a little more but this is just laughable. I remember when Verizon was an awesome company. One time I called to complain about something and they gave me a $10 credit just for the inconvenience. Those days are long gone.

[bcbob766]

Customer service is horrible with Verizon.  Could not get the replacement battery I needed for my Incredible Droid HTC at a Verizon store.  I was told I could drive 18 miles (to one)  or 9 miles to another battery store to get one though. 

[Duogen]

I sure am glad I got my 4G Ipad. Now on this plan I can walk around and have 4G speed on my Iphone with no extra cost for the Mobile Hot Spot. In reality to me, this plan doesnt save me money, but it does give me benefits I did not have before at no extra cost. I may even save like 2 - 3 bucks if I try hard enough.

This only hurts hardcore users. Will make them switch (more bandwidth for me) or move to Wifi spots more.

Right now I have 1400 minutes, 1000 msgs on both phones, and an extra dummy phone that is 9.99.

Msgs 20.00

1400 80.00

Data 60.00

Lines 30.00

so that is 190.

I did a check on my usage. We never go over 3 Gbs a month. So i could probably get by on a 4 Gb, But probably will go 6 for possible increase since ill have 4G. So, lets do that math.

Lines 80

Data 80

Tablet 10

That is 170.

That is a SAVINGS of 20 bucks (really 10, because my dummy phone for 10 bucks isnt included as I will get rid of it) and i also get to use my 4G iPad as a mobile hotspot. That means I can use my Mac Air when I want to as well.

I could probably save another 10 bucks by dropping it to 4 GB, which I may after i check my usage.

I am going to jump on this plan as soon as it hits.

[smartassmarg]

Verizon just dug its own grave...I have been with the same carrier for 15 years through all the name changes and buy outs. I am done with Verizon overcharging and taking away the "PROMISED" unlimited service plan for loyal customers. They say you can keep it if you pay FULL price for a cell phone. I have been waiting for the iphone 5..but to keep my unlimited plan I have to pay 699.00 dollars and still be held to a contract? If Verizon doesn't change this, I will take my entire family to another carrier.I will also encourage all my friends and coworkers to do so too.I am sure the large hospital group I work for will cancel all our on call cell phones to another carrier as well.

I also bet ATT and Sprint will be waiting with much better plans to sign us up! I am done with Verizon and the plan changes to Loyal customers!

[Duogen]

Cya!!! Get off my Bandwidth!!!!

And really? You fail at the concept of selling your old phone to make your new purchase cheaper.

[eriknokc]

If you buy a phone at full price, there is not a contract extension/renewal.

[matimeo]

I agree with everyone here.  I've never had a data plan with Verizon,  but been a customer for years.  Even with a discount through my employer, I'm getting a terrible deal on my plan.

As soon as my contract ends, I'm switching to these guys: www.ting.com

They have plans that make sense, and if you're not a data hog or can use wifi for the majority of your data, you can save a boatload.  My favorite thing about it: I can have a smart phone and no bloated data plan.

[Wescyde]

I understand being frustrated with Verizon and killing unlimited data if you upgrade but you act like everyone has not done this already.  Go look at all the major carriers and the prices do not differ that much, do you really think they care about you at all EVER!  Your a consumer its not like these are mom & pop companies or something, last time I checked if you want the best you pay for the best service.  Sure you can look at some of these other no names but i have read reviews in a lot of places where the service is completely horrible.  Luckily my plan did not change at all and I am not that affected by losing my unlimited data but now i have unlimited talk minutes which I actually could use.

If you are a data hog then yah this will affect you more than others, but seriously your most likely going to go to another carrier and complain about something else. 

[BigDizzy]

You know I am feeling the same way about Verizon.

We have been loyal customers with Verizon for nearly 12 years and have averaged a monthly spend of approximately $500 per month for that entire period. Recently I found out that someone in there Credit Department had turned our account over to a Collection Agency who has been hounding us 24/7. Our account has been linked to the same AMEX account which electronically billed every month so its impossible to become delinquent. Well come to find out after getting through to the Credit Department our account was indeed turned over for phone numbers not linked to our account and not even in the same area code. What's worse is the Credit Manager advised me that once they turn the account over to a Collection Agent they can no longer help us. Despite the fact that it is their error. So I ask them "so what do I do to resolve your error"

DEAD SILENCE! and then I am sorry Sir but we can no longer help you! Really!

Verizon Wireless will now lose our business account, personal cells and our land line business.

Its hilarious that they send out e-mails asking for how they are doing and if they can provide us with any service. I was dumb enough to respond twice believing that someone would forward this same response to someone that may be able to get involved.........................NOT

We need small regional suppliers and small business owners that can actually service the customer and not become so large that they dont have the ability to service there customers.!

[the_devils_advocate]

OP, it sounds like you understand that you pay a little bit of a premium, compared to other providers, to use Verizon's (clearly!) superior network. I have worked at another major competitor/carrier, and held, or currently hold, personal accounts with three of the biggest carriers, Verizon included, and with that in mind, what I would say to you, is that when it comes to wireless carriers there are three things to keep in mind:

1) The plans and features of any given carrier are what they are. Promotions and plans will change every year or two, and many customers won't like it, no matter who they are with.

2) The grass is NOT usually greener on the other side.

3) You will get exactly what you pay for, as far as network quality and customer service are concerned, the market drives the prices for the large carriers now. Consumers have a big enough sample size by now to know what kind of value they are receiving from any given major carrier. Some emphasize cost. Some emphasize network. Some compromise in the middle. What does it say about us that we are still the industry leader?

Good luck finding your way. I hope that you find the best option/fit for your individual circumstances, whatever that ends up being.

[bemfield]

Devils Advocate:  You speak like a Verizon customer representative.  It would be nice if someone from Verizon Corporate would monitor and see what the public is saying in reference to the many problems that are listed in this board and others.  While you suggest that we pay a premium, it would be nice to get Premium Customer Service for the additional price that we pay.  Instead we get handed off to multiple people, have to explain to each one what the issue is, reaffirm passwords or who the account holder is and so forth.  Premium to be promised that some one in authority will look at the problem and call you back in 48 hours which never happens.  Premium to pay Verizon 70-90 dollars more a month for less service only to see the outlandish bonuses that Corporate is paying themselves and what they pay the rank and file employees from Verizon.   Premium to pay for the numerous Lawsuits that are initiated by individuals or the FCC.  In my years with Verizon they started off good and had decent service, they however have turned to corporate greed at the cost of loosing thousands of loyal customers.  Verizon has failed to understand the very basic principal when it deals with Customer Service.  While you say that you have other phones with other carriers, you get the benefit of being an employee with Verizon so you would get a discount and know the internal workings of the company, so if you have a problem you know exactly where to go.  As a consumer we call, we get shifted to this person, then another and no one takes responsibility.

I have looked and talked with many about the service I plan on changing to.  In each of these cases they indicate that they have found customer service much better, get updates yearly rather than every two years, and I do not loose my unlimited data plans and have to buy a new phone directly out of my pocket to keep a plan that Verizon will ultimately pull away when then get a chance.   I am glad you are happy with your service, I am not.  I will change and have given Verizon every opportunity in the book to make amends, yet they have not.   Good Bye and my money is better spent on a company that treats its own employees with respect and understands the concerns of the consumer. 

[the_devils_advocate]

You should do whatever you feel is right for you. I will say this, I provide world class customer service on every call I take. I did it when I worked for a major competitor, and I do it now. I warm transfer people to other departments, I follow up on escalations, I make sure to put myself in the customer's shoes, et cetera. I take pride in doing that no matter where I happen to be working. The fundamental issue, across carriers, and even industries, is that many others do not take my approach. I have had enough bad service in my life to want to keep others from having to deal with it whenever I have the power to. Any carrier can, and often will, promise you the stars, the sun, and the moon. If all of them could press a button and assure that their policies were followed to a "T" by every employee, all the time, things would be smooth for everyone, but they can't. What it comes down to, is that everyone will have their own unique experience, some will be bad, some will be good, others will be a mixed bag. That is assured no matter who your provider is. It is on EVERYONE in the customer service side of our industry to deliver on those promises. I wish it would always happen like that, but it just doesn't. It sounds like you have made your choice, and that is okay, you have that right. I am sure we would love to have you back if your situation and circumstances ever lead you back to us. Also, for the record, I do not have my discount yet, (but am looking forward to it), and I have to call in to customer service just like you, if I need to maintenance my account, or if I experience a technical issue. We are not allowed to view our own accounts due to ethical concerns.

[boobdole]

I understand what you're saying about the "you get what you pay for" thing but I do think the law of marginal returns comes in somewhere.  Let's just say that Verizon has the absolute best network (which I believe many people feel that is the case).  If they doubled everyone's phone bills and said "yeah, it's the most expensive but you get what you pay for", they'd likely lose a LOT of people.  If they did it again the next month, they'd probably lose even more.  Now, just using ONLY the logic "you get what you pay for", you'd be stoked that they're charging more because you're going to get more back but that's not always the case. 

The truth is cell phone bills are very expensive and with Verizon being the most expensive, there are times you have to wonder if the extra money you're paying is really giving you THAT much better service.  As I've said before, I could take my 2 phone plan and go to a BYOP plan with one of Verizon's rivals and save literally $100/mo.  I can guarantee I'm going to lose some service but am I losing $100/mo ($2400 saved/contract) difference?  Somehow I doubt it. 

I'm still waiting for someone like Republic Wireless to change the way cell phone companies operate and force changes on the bigger ones but we'll see if that ends up happening.  If it does, I'm going to be happy to watch the USS Verizon crash right into that iceberg and sink into obscurity (ok, that probably won't happen, I just hate Verizon right now). 

Oh, and I've heard complaints about "loyalty" all the time, Tidbits has made many mentions of why people refer to this and I got something in the mail the other day and remembered why people talk about loyalty in terms of Verizon.  Their upgrades and discounts are called "Loyalty Upgrades" or "Loyalty Discounts".  So that might have something to do with it.  Just a random side thought. 

[Wescyde]

You make a good point that that "you get what you pay for" point of view.  I think some are that point of i might be paying a litle more but the service is really good as far as your phone not customer.  I looked at moving to AT&T and would not have saved any money what so ever for the same exact plan and phones etc.  So on that note it made no sense to move this time around.  At some point something better will come a long its just the nature of any business, and when that happens we will see. 

[boobdole]

There's very little difference between Verizon and AT&T (as soon as one of them makes a move, the other seems to follow).  The real noticable differences in prices and plans would be AT&T/Verizon versus T mobile or Sprint.  You can save a significant amount of money jumping to the latter two, you just have to evaluate whether the money you save by jumping ship is in proportion to the service you receive.  If you are in an area that typically has terrible service and Verizon is the only one with decent coverage, it makes sense to stick with them.  I think most people tend to live in areas that are well covered by each of those carriers and the change in service would be minimal when compared to the money you'd save by jumping ship. 

But maybe that's just me.  I hate Verizon and can't wait to leave. 

[vzw_customer_support]

I want you to love us boobdole!  What are you specifically experiencing?  Please share how I can help restore your love and keep you apart of the Verizon Wireless family.  Thank you!

Tominque B.
Please follow us on Twitter @VZWSupport

[boobdole]

When I bought my 4G phone (droid charge) in July of last year, I was told our area would have 4G by the end of summer.  I didn't take that as a definite date (things happen) so when it didn't happen at the end of summer, I figured it would be by Christmas for sure.  When that didn't happen, I went to Verizon stores, talked to reps, called the phone line and was told the only guarantee I was going to get is that it would be there by the end of 2013, WELL past the last year of my contract. 

I paid $300 for a "premium flagship" 4G phone with unlimited data that I'd never get to use.  Rather than making it right, Verizon basically told me that I didn't matter until my contact was up.  No phone upgrades, no price reductions, no reimbursements, no letting me out of contract.  Nothing.  So when myself or my wife are almost out of contract and NOW Verizon cares, I sure as **** don't.

I keep hearing that Verizon wants to keep my business but I'm yet to see any action come from it.  What I hear is Verizon wants to keep my business as long as it doesn't cost them anything and they don't have to do anything.  That's not customer service. 

Feel free to fix the problem if you want but don't patronize me by pretending Verizon cares. 

[rcschnoor]

boobdole wrote:

I paid $300 for a "premium flagship" 4G phone with unlimited data that I'd never get to use.

So you were unable to use ANY data at all during that time?