Poor Business Plan

Member

I love that Verizon has great coverage around the country, but I have had issues inside my house (inside the house only) where I keep dropping calls.  Verizon opened a ticket and said the whole city is in a low laying area (not true), so our signal will not work.  So we have an issue in the house only, not outside the house (things are crystal clear outside of the house throughout the city), but they say it's an issue with the city's location.  We have called Verizon multiple time and heard a different excuse from each person we talked to.  That being said, we are so disappointed with the way Verizon is treating this.  They recommended getting a signal booster for $250, otherwise leave their service without a contract cancellation fee.  So long and short, Verizon is willing to lose over $2500 a year, as opposed to allow us to have/borrow a signal booster until they increase the city's signal (which I think was just another run around, as only one representative told us that).  So let's see, a customer being with Verizon since before they were Verizon, will be leaving them and taking away $2500 a year from the company.  I don't understand how a company would rather, in the example of 5 years, lose $13,500 instead of lose $250.  Is there a business analysts out there who can tell me how this makes sense?  All I know is once we leave, we are gone.  There will be no calls taken as they try to 'recover 3 lost accounts'.  I am really not understanding how this is a smart move for a company.

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Re: Poor Business Plan

Sr. Member

It's your equipment, you can always sell it to someone else..plus they prob don't have enough of these to give to 250,000 customers who call dily?

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Re: Poor Business Plan

Customer Support

MV03, we value your business and want you to stay apart of our wireless family. It's our goal to provide you with the most reliable service where ever you go. However, service can be challenging indoors in several areas. As a result, no wireless provider can guarantee service in your residence. This is why we recommend the network extender. The Network Extender allows you to make calls and in most cases provide faster access for email and other applications. It enhances indoor coverage to provide more reliable service. As a reflection of our commitment to you, we can issue a credit of $75.00, should you decide to purchase it. http://vz.to/GO3te0 I trust that this credit will be helpful to you.

LasinaH_VZW
Follow us on Twitter @VZWSupport

LasinaH_VZW
Follow us on Twitter @VZWSupport

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Re: Poor Business Plan

Member

Commonsense1, it's not about just giving them out to everyone that calls, and it would make sense to give them out if they were going to lose two years worth of payment from those customers, especially those paying high bills.

Lasina, I appreciate your offer, but we will be leaving when the Nexus 5 comes out.  I have had nothing but poor customer service (which is a shame because I used to love Verizon's customer service) in regards to this, account management changes, run arounds, honesty, replacements/hardware issues...It's become too much.  On top of that, you are now asking me to pay more for a service I am already paying you to provide, when other carriers don't have an issue.  I appreciate you willing to work with me, but unfortunately the damage has been done.  I hope the company turns it around soon.

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Re: Poor Business Plan

Sr. Member
Yah..looking at the Q3 stats that just posted, 101million customers and a 36% margins...hopefully they can pull it around  Also they don't provide service in any building, your contract covers outdoor only anyway
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Re: Poor Business Plan

Not applicable

commonsense101 wrote:

Yah..looking at the Q3 stats that just posted, 101million customers and a 36% margins...hopefully they can pull it around  Also they don't provide service in any building, your contract covers outdoor only anyway

Funny even though I am never under contract, I don't see any qualifier about not having service in my home.

There is a disclaimer stating service is not guranteed everywhere yada yada yada, but no disclaimer of non home use.

When you think about the different materials used in home and business constructions it is possible the structural metal in an office building may block a cell signal (however I have worked in buildings high up and way down low and had no reception issues) my home is only 56 years old and wood frame construction and it often times flips and flops from 3G to 4G data wise, but calling is strong and reliable. I believe when one looks for service they should look into terrain in and around there work and residence and other places they go to the most. And then choose the company that provides it.

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Re: Poor Business Plan

Customer Support

Hey there MV03,

An option that hurts us to explore is seeing you leave. I would like to exhaust all of our options available so we can continue our relationship for many years to come.

I would like to file a ticket with our network repair team to see if a network extender is needed. Please follow us and dm us your mobile number and billing system password and I'll review your account in detail.

NicholasB_VZW
Follow us on Twitter @VZWSupport

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