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on the verge of leaving Verizon
dgarciajr
Member

I have never had a problem with Verizon until a couple of months ago. For starters one of the phones on my plan which was an iPhone was stolen. I contacted Verizon and suspended the line. Even though the phone line wasn't active I was still billed for the phone as though it was. Verizon goes on to state that after 30 days the bill for the phone "is active" even though the phone is not. A representative for the company has made it clear that they can't take these charges off. Well this would be fine if I was given the terms of the suspension in the first place. If you don't disclose this information to the customer in the beginning in my opinion the charges aren't justified. This has put me on the brink of just going over to AT&T. If their concern is getting the 175 dollars instead of keeping a customer than so be it. Yes I will have to pay the early termination fee and in the short run Verizon might benefit from this however in the long run they won't. Negative customer reviews have a huge impact in the way potential customers see a company.

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Re: on the verge of leaving Verizon
CharmingPhlsphr
Sr. Member

Customer Agreement:

What if My Wireless Device Gets Lost or Stolen?

We're here to help. It's important that you notify us right away, so we can suspend your Service to keep someone else from using it. If you're a Postpay customer and your wireless device is used after the loss or theft but before you report it, and you want a credit for any charges for that usage, we're happy to review your account activity and any other information you'd like us to consider. Keep in mind that you may be held responsible for the charges if you delayed reporting the loss or theft without good reason, but you don't have to pay any charges you dispute while they are being investigated. If we haven't given you a courtesy suspension of recurring monthly charges during the past year, we'll give you one for 30 days or until you replace or recover your wireless device, whichever comes first.

Now, I bring this up because I have taken up the practice of consulting the agreement whenever I have a question about a practice or service. According to previous situations and other customers, I know that they do not just give a one-time courtesy of a 30 day suspension without billing, but will occasionally allow multiple suspensions over the year if the device really is stolen. It is pretty clear that they want you to know

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Re: on the verge of leaving Verizon
dgarciajr
Member

It is also pretty clear that they will lose me a customer. I hope "they" take good note and see their customers start going over to AT&T.

Re: on the verge of leaving Verizon
gina7239
Sr. Member

They suspended it with billing not without.

This has happens to me before but I explained after I wanted it with billing and finally they fixed it. If they don't have noted saying they told you about that they can refund that against your valence. Stick up for yourself call until they help you. They don't like admitting there wrong. Don't take when the rep says they weren't wrong Verizon was wrong. There speaking for Verizon.

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Re: on the verge of leaving Verizon
CharmingPhlsphr
Sr. Member

Yeah, that is a life decision you will definitely have to make. After looking at the released numbers for the big four carriers adds and disconnects over the last three or four quarters, I do not believe VZW is worried about losing much business to "pay t&t" as they have been lovingly referred to by many.

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Re: on the verge of leaving Verizon
dgarciajr
Member

I don't think it is a life decision. It is only a cell phone. If it was a choice in getting a brain tumor removed now I see that as a life decision. I would love to have a Verizon executive say those words. We aren't worried about losing customers. That would be amazing and then we will see how quick they fix the issues that customers are unhappy about. What these corporations forget is that without the consumer they have no company. Without any customers there is no business. This is one company that I will be sure to speak about my negative experience with.

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Re: on the verge of leaving Verizon
Tidbits
Sr. Leader

dgarciajr wrote:

I don't think it is a life decision. It is only a cell phone. If it was a choice in getting a brain tumor removed now I see that as a life decision. I would love to have a Verizon executive say those words. We aren't worried about losing customers. That would be amazing and then we will see how quick they fix the issues that customers are unhappy about. What these corporations forget is that without the consumer they have no company. Without any customers there is no business. This is one company that I will be sure to speak about my negative experience with.

They don't have to worry about it.  People complain and grumble and they continue to fit the bill for the latest and greatest gadgets.  Just look around... We give out more power than we should, and we expect the government, and the court system to protect us...

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Re: on the verge of leaving Verizon
CharmingPhlsphr
Sr. Member

dgarciajr wrote:

I don't think it is a life decision. It is only a cell phone. If it was a choice in getting a brain tumor removed now I see that as a life decision. I would love to have a Verizon executive say those words. We aren't worried about losing customers. That would be amazing and then we will see how quick they fix the issues that customers are unhappy about. What these corporations forget is that without the consumer they have no company. Without any customers there is no business. This is one company that I will be sure to speak about my negative experience with.

Of course it is a "life decision". It is a choice you are making which impacts how you live your life - albeit, a smaller one. Concern and worry are two totally different experiences. The former is a healthy mindfulness of what could be, whereas the latter addresses what appears or seems to be a realistic expectation. I don't believe for a moment that they have forgotten that they are only here because of their customer base.

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Re: on the verge of leaving Verizon
silver6056
Sr. Member

The actual impact of consumer complaints is somewhat limited.  In the early days, some companies were very worried, I was at a talk where a marketing person said something like "And now just one dissatisfied customer can spread their story to thousands or millions of people"   All true, but what wasn't understood is while you have one customer complaining bitterly about Company A, you have another complaining about rival Company B and so on.  Anyone with enough internet exposure knows that you can find, for any company, This is the Worst Ever Company and This is the Best Ever Company reviews.

And yes, there have been some apparent successes, where a company has reversed course: Blockbuster, Bank of America, and even Verizon on the convenience fee charge.   But lots and lots where nothing changed, people tend to forget these.

So, OP, yes, go to AT&T and tell everyone you can how bad Verizon was.  Just be aware that at least one person is doing the reverse!

And, unfortunately, unless you are a major account, Verizon Wireless really won't care all that much.  With 90M+ customers, there is a limited effort that can be expended keeping each and every customer happy.  They are not your local corner store.

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Re: on the verge of leaving Verizon
Heretic1989
Sr. Member

Hi dgarciajr. Did you file a police report?

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