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Verizon's lack of flexibility shows they don't value their customers

aphicks
Member

Facts -

I have three phones on my plan, two of which are smart phones with data plans.  The third is a extra phone that I had given to my in-laws for safety.   The third phone is a extremely basic phone and cost $9.99 month for basic service and no texting (of my typically $170 phone bill) to have on my account.  The contract expires in July 2013 on this third phone.   My in-laws recently lost the phone, and no longer want to use the phone anymore.  Thus, for  months I have paid the bill regardless that it doesn't exists anymore.   Recently, I was asked to go ahead and upgrade the phone, which Verizon would absolutely do in a heart beat even though the contract is not up until July 2013.   Not having use for this extra line, I said I didn't want to upgrade but I would like to cancel the line.  I was told that would cost me $150 to "early" terminate my contract (four months early).  I understand that I signed a contract but for the following reasons I thought they would waive any such fee:

1. I've been a paying customer for more than 15 years.

2. I still have multiple phones on the account that run over $150 month

3. The amount of the monthly revenue they will be losing is $9.99 month for 4 months (yep, $40.00).

4. I no longer have the phone and it has not been used for several  months.  

When speaking to a customer service manager who was condescending and unwilling to listen or to be empathic to my situation, I was told the following things that i believe  to be untrue:

1. The system won't allow for these types of transactions.

2. I was told the retail value of  this basic cell phone was over well over $150 which I doubt is true.  You should see this phone, it looks like something you get in the cracker jack box.  

3. That it was my fault for signing the contract in the first place, which was really insulting.

I understand all of these points and my point back to here is that due to my continue relationship with the company, it seems to me like cutting me a break in terminating my contract four months early would help make me happy and they would also retain the rest of my business.   She wanted no parts of that, however, she did offer to upgrade me AGAIN, which was rather insulting.   I'm seriously considering leaving verizon for another company.   The fact that some are offering to pay out contract to get your business will also factor into my decision.  

At a minimum, if  customer service was flexible, they would have offered to make the early termination fee equal to the four months ($40) that I was ending my contract early, which I would have paid in order to not have to call again in 4 months to make the cancellation.   That way, I would not have to pay the 4 dollars a month  in taxes and fees that they charge on top of the service component of the bill for a phone that no longer exists.  

Sincerely,

One Bent Verizon Customer

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Re: Verizon's lack of flexibility shows they don't value their customers

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unfortunately the contract end date is a few months away. since the phone has been lost and not used paying the monthly service is cheaper than an etf. so you call up in a few months and say cancel the service on phone line three. No I don't want an upgrade just remove it from my account and cancel it. Doesn't that feel good now ?

Personally I would go to a Verizon Company Store at that date as to get a receipt from them as it was cancelled and no further monies are owed on that line.

Good luck.

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Re: Verizon's lack of flexibility shows they don't value their customers

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You signed a 24 month contract. If you wish to end the contact early there is a ETF. Which you AGREED to when you signed the contract. So what's the issue? Verizon should be "flexible" yeah everyone will have an excuse as to why contract term shouldn't apply to them as soon as Verizon decides to be "flexible"

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Re: Verizon's lack of flexibility shows they don't value their customers

aphicks
Member

I understand that view point, however, as I laid out several other factors in my email that should probably be considered. Flexibility for the greater good of the financial relationship I have with Verizon would be better served by working out a deal that was acceptable for both sides. I clearly understand the contract that I signed, the intent of that contract and the underlying economics of the contract from both my perspective and from Verizon's perspective. My understanding includes ETFs and why they are part of the contract.

It's pretty simple like you said, they decided to collect $40 more dollars in revenue and I more than likely will find another service provider that might provide the "flexibility" I so desire. As a note, this would not had even come up if I wasn't solicited to upgrade early for the phone I speak of. I am not trying to pull one over on this company. I asked for a concession on their part by terminating 1 add-on line ($10) on my already substantial monthly bill four months early.

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Re: Verizon's lack of flexibility shows they don't value their customers

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aphicks wrote:

I understand that view point, however, as I laid out several other factors in my email that should probably be considered.

Nope. EVERYONE has a reason why they should be let out of a contract. EVERYONE.

Flexibility for the greater good of the financial relationship I have with Verizon would be better served by working out a deal that was acceptable for both sides.  I clearly understand the contract that I signed, the intent of that contract and the underlying economics of the contract from both my perspective and from Verizon's perspective.  My understanding includes ETFs and why they are part of the contract.

Great you understand them, now pay the ETF or wait 4 months.

It's pretty simple like you said, they decided to collect $40 more dollars in revenue and I more than likely will find another service provider that might provide the "flexibility" I so desire. As a note, this would not had even come up if I wasn't solicited to upgrade early for the phone I speak of.  I am not trying to pull one over on this company.  I asked for a concession on their part by  terminating 1 add-on line ($10) on my already substantial monthly bill four months early.

If you are going to leave over $40 then you're not much of a customer. Besides you have other phones do you not? Are they not also subject to ETFs? Also you will NOT find another provider that offers the "flexibility" you want.

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Re: Verizon's lack of flexibility shows they don't value their customers

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Early termination fee for a basic phone is $175 less $5 for each month of service you have completed.  Contracts are for 24 months, but Verizon allows upgrades after only 20 months.  This is all spelled out in your contract.  Verizon has 93,000,000 customers.  They can't make special concessions for you.  And it doesn't matter how long you have been a customer, how many phones you have, or how much you pay.  You are receiving service in return for your payments just like every other customer.

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Re: Verizon's lack of flexibility shows they don't value their customers

aphicks
Member

You sound like you really know your stuff. Maybe you should be promoted to manager of your local verizon kiosk?

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Re: Verizon's lack of flexibility shows they don't value their customers

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Maybe you should quit with the smart remarks and read your contract and abide by it instead of wanting special rules for yourself that others don't get. I'm not sure why you think the rules apply to everyone else but you.

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Re: Verizon's lack of flexibility shows they don't value their customers

aphicks
Member

I had an opinion and stated it.  You apparently don't like it.  Fair enough.  <Comments removed to comply with the Verizon Wireless Terms of Service.  As this topic has gone off track, it will now be closed.  Please keep it civil.>

Message was edited by: Verizon Moderator

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Re: Verizon's lack of flexibility shows they don't value their customers

silver6056
Sr. Member

As jimfitzgerald says, the ETF is 175-$5 per month.   It sounds like you have paid for 20 months, so the ETF really should be $75 rather than $150.   It's probably still cheaper to pay for the remaining four months, but depending on taxes etc, it might not be all the different.

But..., you are also right in the title.   Verizon doesn't (and in some sense can't) value individual customers, although they and every business claim otherwise.   Unless you are a large corporate account (who may spend in the millions per month) your revenue stream is totally unimportant.   Now of course aggregated over the 90+M accounts, this is what makes the Wireless part of Verizon live, but nearly all of the individual accounts are too small to make it worth while to even think about making exceptions. 

A good analogy might be a toll booth.  If you are lucky, the attendant might smile at you and wish you a good morning or evening, but try to explain you and your family have used that road daily for the last 10 years and you just want them to give you a break this time....  Well, good luck!   And the reasoning is the same: if you decide to stop using that road (which might or might not cause you some problems) then that's sad for the toll road authority, but not very sad, in fact not sad at all.  Other cars will be along and your revenue wont be missed.

So, in the same spirit, always evaluate your options with other providers.  The companies are not really loyal to you, and there is no need for loyalty the other way.