Is this how a company works with a customer of 14 years?

[BrianinKatyTX]

Since I have moved into my current neighborhood 3 years ago, the reception I have has been poor.  Since we are in a growing suburban area, I thought the problem would eventually resolve itself with additional towers being added.  I had seen on the neighborhood Facebook page that there is a signal booster that can help resolve the problem, and after getting disconnected from a business call again, I thought I'll call customer service and certainly they will help resolve the problem.  The first person I spoke to said that she understood and I should be able to get a signal booster free, particularly since I had been a customer since 2001.  She had to transfer me to the person who handles the device.  After being transferred, the next person said I would have to pay $250 for it.  I pointed out that that seems a bit ridiculous as Verizon commercials love to point out how wonderful the coverage is. It's not like my home is in a secluded, mountainous, forest area. The subdivision is in a flat area and the trees are all only a few years old at most.  The person said I should contact tech support and so I was transferred.

Tech support looked at my address and acknowledged the problem.  Apparently my subdivision is located between two towers and they had received complaints about the service before.  The person said the booster would help, looked for options and said the best deal she could find was a coupon for $75 off.  She said she couldn't do any better so I asked to speak to a supervisor.

The supervisor, Jarvis, said Verizon appreciates my long time with them but the best they could do was offer 1/2 off the price of the booster.  I pointed out that does not seem right to charge a customer in order to resolve a problem with the service that Verizon is supposed to provide.  I gave the example that if the cable company's TV signal was coming in poorly that it would be wrong for the cable company to charge $250 for a device to fix their poor service.  He said he could understand where I'm coming from but I would still have to pay.  Although, as I was told, "Verizon values me as a customer", I asked how they are showing me that they value me as a longtime customer?  The reply was "by offering me 1/2 off the price."  If one does the math, my current monthly bill is just over $200/month (but I'll use a $100/month) and multiply that times the 14 years (168 months but I'll round that down to 160 to make my point), and you get $16,000 being well on the conservative side.  Since the actual amount spent is more likely to be $20,000+ and the fact that I'm spending over $2000 each additional year, it would seem like a company might want me to stay.  (Did I mention that Jarvis told me that I could leave my contract with Verizon?)  I am quite sure the device costs Verizon less than the $250 but I am told that I still need to pay in order to get the simplest thing I could ask for, phone reception where I don't have to point out to every caller that if we get disconnected the problem is the reception and either they or I have to call back.  Speaking to a friend, it's not so bad having to call back.  Being on hold with a company, such as trying to make plane reservations, and getting disconnected in the middle is quite annoying.  Since Jarvis did not seem to be willing to help further, I asked for a supervisor.  He informed me it would take 24 - 48 hours but I would receive a call.

I received my call today from Michael W. in Tennessee but ironically, the call got disconnected as he was identifying himself as being from Verizon.  One would think that the person would call back immediately, especially considering the issue is over poor reception.  I waited a minute and then called back, leaving a message to please call me back. It has been over an hour and still no call back.  I have left a couple more messages but am still waiting.  I think Michael W. also highly values me as a customer.  You can tell with the extra effort he has put out to see if he can resolve the problem.

So, to summarize:

Problem:  Poor reception as acknowledged by technical support department

Verizon suggestion to customer of 14 years:  I pay to solve poor reception.

This seems like a great idea that all businesses should take on.  For example, imagine how much the car companies could save/make if their car has a defect!  That new car we sold you has a steering defect.  Just bring that car in and you can pay for the repairs to fix it.  That brand new house you bought has a leaking roof?  Simply pay us to fix it and the problem is solved!

Thank you Verizon for making me feel like a valued customer!

[vzw_customer_support]

Hello BrianinKatyTX! I am terribly sorry to hear of your recent experience! We are here to help you in any way we can. I'll be sending you a Private Message to review this matter further. Thanks so much!

KristieQ_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[BrianinKatyTX]

I am delighted that I still am getting no reply from anyone.  Michael W in Tennessee still hasn't returned a phone call despite messages left again.  Kristie Q asked for my account info but have not heard back anything else.  Oh wait, I must remember "we value you as a long time customer of Verizon".  Those words give me strength to wait just a little longer!

[Khines5705]

I feel your pain. Don't give up. Some people won't like what I have to say, but I know of at least 3 people where I'm from that were given the device they offered you at half price for absolutely free!! I guess they raised enough of a fuss to accomplish that much. But guess what? The device didn't help much at all. These 3 individuals still experience reception problems and dropped calls. Hope you get this issue resolved to your satisfaction, because I agree that it's just not right.