Long term customer Very disappointed with forced loss of grandfathered plan

[buzzillion]

I've been a customer of Verizon since the Airtouch days.  I've brought my family, friends, etc. over to Verizon - more than 12 accounts total.  But now Verizon has disallowed the use of the unlimited data plans and forced us to go to metered plans.  F   rom my perspective, this is totally unacceptable.  For the first time, I find myself shopping other carriers and will take my family with me.  Thanks Verizon for being just another senseless corporate entity.

[ttipgem]

You will not be forced to lose your unlimited data.

As long as you don't accept a new phone at a SUBSIDIZED price, you can keep your unlimited data.

However, if you CHOOSE to get a new phone at a subsidized price, then you will need to choose a currently offered plan.

[airsushi]

Hi Buzzillion

I was too a long time Verizon customer.  I have since switched to T-Mobile and have been very pleased overall (although the family members I brought over, including my wife are still on Verizon).  I live in the Sacramento, CA region and have found service pretty comparable to Verizon's coverage. 

Regardless of what ttipgem states Verizon is essentially forcing you to either lose the grandfathered plan or pay full price for the phone, something which was never disclosed when signing up for Verizon initially. 

I am attaching the content of a letter I sent to Verizon VIP's (John Bianchi, Eileen M Creeden, Tami Erwin, Danial Mead) detailing my multiple issues.  The only thing I can say toward your predicament is what I was told by a retail manager when I visited my local store in Roseville...."Well if you don't like it, switch".  He walked away shaking his head and talking to another employee and laughed right before he went into the back room.  Verizon doesn't care.  The point of the letter below is not to compare situations or determine whats worse, it is to help you see something that I failed to realize from the beginning.......Don't waste your time writing a letter or talking to the customer care reps - Just know this and switch.....Verizon doesn't care.

_____________________________________________________________________________

Verizon Wireless

"My Name Was Here"

"My Address Was Here"

December 12, 2011

7000 Central Ave SW

Albuquerque, NM 87121

Dear Verizon:

I apologize for disturbing you as I am sure your schedule is very demanding. I am taking the time to write this letter to relate my recent experiences with Verizon Wireless. Experiences that I feel someone should be made aware of. First and foremost I would like to say that without your outstanding customer loyalty department not only would we not be having this ‘conversation’, I would be a customer of a different wireless company already.

I will attempt to organize my letter into distinct sections in an attempt to make it more coherent and less like the disjointed ramblings from a ‘typical’ upset customer.

The events I will be speaking to are as follows and have all occurred in the last 4 months:

• Incorrect 3g vs. 4g unlimited plan information

• Samsung Droid Charge vs. HTC Thunderbolt replacement due to 4g service issues

• Motorola Xoom purchase, activation and return issues

• Recurring data charges from a pre-paid account and recurring data charges from a monthly account.

• Missing device and subsequent device charges.

• Overall customer service experiences.

1 – A little about myself.

I am married with 3 kids. I am usually very busy and work 10 to 12 hour per day with a 30 minute commute each way. They only reason I point this out is so you understand that my time is very precious to me. When I am not at work I need to be home actively spending time with my family. I would prefer not to spend 1-2 hours on the phone after work.

I was an AT&T customer for approximately 5-6 years prior to switching to Verizon. It was back when AT&T’s customer service was legendary (well before the iPhone). The rates were substantially more but my wife and I are willing to pay the higher cost to have a company that will stand by you when needed. We switched to Verizon in 2004 when AT&T’s service became intolerable. For example I was unable to discontinue service over the phone and was forced to go in the store because I was unable to speak to a representative on the phone.

After much research and comparison including a study in which JD Power ranked Verizon #1 in customer satisfaction my wife and I switched to Verizon. Up until the last 4 months I have been extremely happy with Verizon’s service, coverage and plans. So much so in fact that I recommend them to anyone looking for a cell provider. Many of my family and my close friends are with Verizon as well.

2 – Customer service feelings

My relationship with Verizon Wireless changed dramatically in May/June of 2011 (more on that later). I would be willing to assume you have experienced poor customer service at some point in your life. If you have I hope you can relate to and empathize with the feeling of complete helplessness and frustration knowing that you are dealing with a company and its employees (in general) that display an attitude of complete apathy and disinterest with a customers situation and essentially are confident that they have the final word and like it or not you will comply. They do not think that the customer will actually change service providers or assume that the customer can not change service providers because of limiting factors (coverage areas, active contracts, etc). I do understand that companies must have policies set in place to protect their interests. In fact I work for a large company and in the past have even worked as a customer service representative on the phones. While I understand that policy must be maintained at some point it must be tempered with logic and common sense rather than repeatedly espousing a company policy which in particular cases, might not benefit either party. I am an electrical engineer by trade. I am very logic oriented and not prone to rash decisions

or emotional outbursts. If you are able or even inclined to review my account I am confident you will find that even though I may have disagreed with the policies in place and occupied the representatives time I have never been rude, disrespectful or demeaning in my conversations with the various representatives I have spoken to. That being said, I must say though there have been times after speaking to various representatives that I have felt such frustration that my hands were shaking, my stomach was upset, and I have been unable to focus or concentrate on other tasks after the call. That is a feeling that stays with you long past the call and is difficult to forget. Chain together 10-15 similar negative events and unfortunately an opinion is formed of a company that permeates any future dealings.

3 – Events/Facts

(June/July 2011) 3g unlimited vs. 4g unlimited data plan changes

• The events began when rumors of Verizon’s changing data plans began to surface back in June. I was very pleased with my Motorola Droid X and the unlimited 3g data plan which I have had since my Palm Treo. After speaking to a representative at the Verizon Wireless store he mentioned that Verizon was going to eliminate the unlimited data plan option. As a result if a customer was on the unlimited 3g data plan they would not be able to purchase an unlimited 4g data plan. This obviously was incorrect. While the final decision was mine I would like to point out that if the Verizon representative had not provided incorrect information I would not have opted to change my phone and some of the following events could have been avoided.

(05/31/11) Purchased a new Samsung Droid Charge – Device ID

• I purchased a Samsung Droid Charge at a Target store. While I now understand my mistake and will not make it again at the time I was unaware of how unhelpful and unsympathetic it would make Verizon employees toward me. This was my error and I accept responsibility for it, however I would like you to understand a few things.
• A Verizon customer is a Verizon customer regardless of where they purchase the phone and should be treated as such. Unfortunately this was not my experience.
• I did not know that purchasing the phone from Target severely limits what Verizon personnel are allowed to do. I can’t tell you how many times I was told “I would like to help you but you purchased the phone from another retailer so I can’t.” or “If you had only purchased the phone from Verizon directly then this would be an easy fix”. If I had that knowledge prior to the purchase I would have gladly purchased the phone from the online store and waited (the Verizon store was out of stock).
• The purchase decision was not made due to monetary factors. It was made because of convenience. I was at the Target store, passed the display and thought (incorrectly) that the deadline to change to a 4g device and retain an unlimited plan was nearing. After calling a local store and being informed they were out of stock I decided to not wait for the online order to process and ship.

(06/09/11) Called and reported poor 4g service at my house. Was sent a new SIM card.

• I contacted technical support and advised the representative that I had just purchased the phone and was receiving very poor 4g service despite being well within a full 4g service area based on Verizon’s 4g coverage map. I also expressed my concern that based on the 14 day return policy I would need to make a few decisions quickly as this utilized an upgrade and also cost approximately $410 (best estimate) for the phone, vehicle mount, desk cradle with spare battery charger, extended battery, standard 3-pack screen protectors, and Zagg screen protector (Best Buy). The representative sent me a SIM card stating the current one was probably defective. They also stated that the SIM card would show up on my account as a $12.00 dollar charge and that it would be credited back to the account.

(06/16/11) New SIM card did not fix poor 4g service reception

• After trying the new SIM card for a few days I called back and informed the technical support representative that the new SIM card did not fix the issue. At that point the representative opened a trouble ticket. I expressed concern that I was now out of my 14 day return policy. I was assured that this issue would be resolved and someone would contact me within a week. The representative assured that Verizon would correct the problem.

(07/25/11) Replacement Samsung Droid Charge – Device ID xxxxxxxxx

• I was never contacted regarding the resolution to the trouble ticket.  I called back and advised a technical service representative that the issue needed to be elevated as I was now constantly dropping my 4g service at my work location as well. They approved a new Samsung Droid Charge as a replacement assuring me the phone was probably defective. In addition they would also send another SIM card for the new phone. At this point I received the new phone and sent the old one back to Verizon using the same box, packing materials, and return label provided.

(07/25/11 – 08/04/11) Multiple Phone calls with Verizon

• I repeatedly called Verizon Wireless and spoke to various customer service representative, supervisors, departments, etc. I requested that alternatives be explored as the probability of two phones and two SIM cards being defective was somewhat small. I work with 2 associates that have HTC Thunderbolt phones. They were not experiencing the same 4g data connection issues that I was. We performed 2-3 tests daily comparing the Droid Charge and HTC Thunderbolt side by side for approximately 3 weeks until we concluded, albeit unscientifically, that for some reason the HTC Thunderbolt retained its 4g service in our office while the Samsung Droid Charge did not. In addition I was also experiencing dropped calls when switching form a 4g to 3g area. A difficulty since I am on the road 1-2 days out of the week.
• I called and was told that the trouble ticket that was originally opened on 06/16/11 was closed. When I stated that I had not been notified as to the results the representative stated that that is normal. I was prompted to open a second trouble ticket to restart the process.
• During this period I called multiple times. Some of the following comments/experiences are the most memorable:
  • Each phone call below occurred between 07/25/11 – 08/04/11
    • Reps: Greeting
    • Me: Hi. I would like to speak to a supervisor. There is an issue on my account that I would like to resolve.
    • Reps: Well let me see if I can help you.
    • What follows is my requesting them to read the notes so I can avoid a prolonged phone call. The rep begins asking me a series of initially good but very basic scripted questions and my having to perform the same trouble shooting techniques that have been discussed and tried before that includes removing the battery and restarting the phone, factory resetting the phone, etc. All in all very frustrating and time consuming steps especially when they have already been performed multiple times over.

• (Phone)
• Attempting to verify dates called, things discussed and promised, etc
• Rep: I can’t tell you what’s written on your account.
• Me: Even if I am the one that requested it to be placed on my account?
• Rep: Yes.Me: Not even a summary of what was discussed?
• Rep: correct

• (In-Store)
• Manager: Yeah that’s a shame. If you had bought the phone here I could change this no problem.
• Me: So there is nothing you can do?
• Manager: Sorry (wanders off to the back)

(08/05/11) Technical Support Supervisor

• I called and was transferred to a supervisor in the technical support office after I specifically requested that even though policy dictates against it, we investigate the steps involved in replacing the Charge with a Thunderbolt. During the hour and change I was on the phone I was appalled at some of the statements that he made:
  • He asked me if I received 3g service in the areas that I was having trouble with (my home and work locations). When I replied I did he said I should be happy with the 3g service. Disregarding the fact that Verizon’s coverage map shows that both locations are well covered by 4g and the fact that I paid money to change to a new 4g phone and utilized an upgrade based on incorrect information, it was disheartening to have a supervisor dismiss the issue so easily as if I should be happy just to be an accepted customer with Verizon.
  • He advised me that I had only 3 options.
    • I could let the existing trouble ticket run its course after which one of two things would happen. The trouble would be related to the network/towers and be corrected (unlikely since the HTC Thunderbolts were operating at 4g speeds). The cause would not be found and the investigation team might authorize a replacement phone of the same model, i.e. a Samsung Droid Charge.
    • The second option was to have a replacement droid charge sent to me immediately. He would approve it but it would close the open help ticket and I would need to call back to re-initiate it.
    • The third option involved either purchasing a new phone at full cost or using another line on my family plan to upgrade to a new phone.

  • In essence what he was stating was that 2 options ended in my receiving a third droid charge though we both agreed that it probably was not the phone and the third option involved me spending another $300 + an upgrade or $600.00 full price to end up with ONE phone that uses the 4g network.

    • I asked him what he felt would make more fiscal sense to Verizon. Sending me a third Samsung Droid Charge or sending me a replacement HTC Thunderbolt. We both agreed it probably was not the phone that was causing the error so another Droid Charge would just cause another round of phone calls and time spent/wasted by both Verizon and I. I explained that the two phones have to be similar in cost and sense the Thunderbolt had been out longer I pointed out that they might have more actual ‘refurbished’ ones than Droid Charges.
    • Having recently received a letter in the mail from Verizon asking me to call the Customer Loyalty Department if I ever have concerns I asked to be transferred to the customer loyalty department. I was placed on hold for 10 minutes (I timed the duration) the supervisor came back on the line and stated that Verizon does not have a customer loyalty department. When I mentioned the letter I had received he stated that well we all are essentially customer loyalty specialists so that is what the letter referred to.
    • At this point I asked him to speak to his supervisor and he stated that he was the top level I could speak to. I asked him specifically if there was anyone else I could speak to and he stated no, that he had the final authority.
    • I asked him to provide information regarding the cost to cancel the contracts on the remaining lines as I was reminded of AT&T’s customer service demise long ago. He provided the information and after I stated I was surprised how little the cost to cancel the lines were, he asked if I could hold. When he came back on the line he stated that his supervisor was out of the office but assured me that the supervisor would call me back on Monday 08/08/11 (curious since he had just stated that he was the top level and he had the final authorization). The supervisor never called me back incidentally.

(08/08/11) Customer Loyalty Department

• I called the customer service line to cancel my service. The representative transferred me to the Customer Loyalty department (I guess they do exist) and I spoke to Chelsea. After inquiring about why I wanted to cancel service and then listening for 11-12 minutes regarding the reasons (3g vs. 4g unlimited plans, Samsung Droid Charge and now missing device charge, Motorola Xoom return, Pre-pay Data Billing Charges that have not stopped) she asked me to hold so she could speak to her supervisor. After 2 minutes Chelsea came back on the line she advised me that they had approved the change and would send a HTC Thunderbolt to replace my Samsung Droid Charge. She explained the process in detail and then advised me that the new phone would be sent out quickly. The time it took to explain the events that transpired and why I wanted to cancel took 5 times longer than the actual decision to change my phone, something that everyone along the way had assured me was impossible. An example of gold customer service.

I returned the second Samsung phone approximately 6 days after I received it.

(08/16/11 & 08/24/11) Text Messages regarding missing device

• I received several text messages stating that there would be a charge to my account if the device was not returned. I called into the customer service center and was assured that they would not charge the account when the device reached Verizon.

(08/29/11) Text Message stating Verizon received a device

• I received a text message stating that Verizon had received the device in the warehouse

(09/09/11) Text Message stating a fee was applied to my account for a missing device

• I called and spoke to a customer service representative named Hooda (?).  After speaking to her for over an hour she provided me with the Device ID numbers for the phones. 
  • 1^st Samsung Droid Charge = xxxxxx
  • 2^nd Samsung Droid Charge = xxxxxx

  • HTC Thunderbolt = xxxxxx

• She asked me for the tracking numbers and I advised her that I did not have them as I did not save the paperwork that came with each phone.  I stated although I now realize that I should have kept the paperwork I assumed that dealing with FedEx and Verizon it would have been fine. When I asked if Verizon kept a record of the tracking numbers for internal purposes she stated that “while Verizon keeps the tracking numbers she could not provide the numbers to me and that it is the customers responsibility that the device is received by Verizon and that it is also the customers responsibility to provide the tracking numbers to Verizon.  If the customer provides the tracking numbers then Verizon can perform a search to verify the location or delivery status of the items but that it could not be done with the internal numbers”.  I stated that hypothetically if I provided the same numbers as was in the system wouldn’t the search result be the same.  She stated the policy again.  In all the policy was stated 5 times. 
• She stated the notes regarding the text message on 08/29/11 that said a device had been received referred to the 2^nd Samsung Droid Charge = XXXXXXXXXX.  However she also stated that the notes regarding the text message on 09/09/11 that said a charge had been applied for a missing device also indicated the 2^nd Samsung Droid Charge = XXXXXXXXXX.  I pointed out that these two messages contradict each other and thus cast doubts on the entire string of events. She indicated that while she would like to open a trouble ticket she can’t because she is leaving the company, her papers are already turned in, because her husband and her are moving.  She then stated that my only course of action was to wait for the fee to be applied to my next billing cycle on 09/16/11, Pay the bill, call back and speak to another representative and ask them for something called a CONR Tracker.  If it is shown that Verizon has received the device the amount paid toward the missing device would then be applied back to my account as a credit. When I pointed out that this seems like an unfair policy in this situation as I am forced to pay for a device I no longer have and then if Verizon finds the device I receive the money I paid in error back as a credit to my account she responded by saying it is policy and that she is sorry again for not opening a trouble ticket but to call back. I asked to be transferred to the customer loyalty department and she placed me on hold stating she would have to see if that was allowed. After she returned I was introduced to Marie who has been very helpful and quite honestly probably prevented me from canceling my account and going to T-Mobile for a second time. 
• Since speaking to Marie today (09/09/11) I have received 2 texts at 2:38pm and 4:44pm apologizing for the delay but assuring me that both her and her supervisor are looking into the issue.  Another example of gold standard customer service. 
• Received a voice mail message from Marie 09/12/11 in the evening stating that one of the Samsung Droid Charge devices was not able to be located by Verizon.  I called back 09/13/11 and spoke to Greg from the Customer Loyalty Department who sent an email to Marie

(05/11/11 – 05/24/11) Purchased /Returned a Motorola Xoom

(05/11/24) Purchased Xoom

• On 05/11/11 I stopped by the local Verizon store at 8:30pm to purchase a Motorola Xoom off contract.  I was concerned about the weight and the fact that at that point the Xoom was not 4g nor did the SD card function so I inquired about the return policy.  The salesman, Lou, stated there was a 14% restocking fee.  I advised them that next door Best Buy carried the same Xoom and did not charge a restock fee and called Best Buy to verify this fact after Lou stated that this was not true.  After I stated I was willing to walk to Best Buy and purchase the Xoom and return to have Verizon set up the Xoom he asked his manager, Shelia, if they could match the return policy offered by Best Buy.  She stated that it is not normally the policy but in this case she would authorize it.  I asked that account be noted that the restock fee was waived.  Lou assured me it was noted and also wrote on the receipt that the manager authorized the restock fee was waived.  Lou then asked if I would be comfortable setting up the Verizon service for the Xoom at home as it was late.  I asked how it was done and he stated that I would just need to call into the customer service line. I agreed not wanting to keep them late and with the concession they had just made.
  

(05/12/11) Activated Xoom

• I called to activate the Xoom and was subsequently transferred to 4 different departments.  The customer service department transferred me to the pre-paid department who transferred me to a supervisor who finally transferred me to the business customer service department. All the departments save the business customer department seemed ill-equipped to deal with a device that was paid for in full and up front without a contract.  In fact one representative stated that they had not been trained to set up Xoom tablets on accounts that were not activated on a 2-year contract.  In all, the time on the phone to activate the Motorola Xoom equaled 33 minutes. 

(05/24/11) Returned Xoom

• When I attempted to return the Xoom to the store it was purchased from the representative I spoke to stated there were not any notes on the account indicating the restocking fee had been waived.  I advised him I spoke to Lou and Shelia and that both were present during the transaction.  Unfortunately both were not working that day.  When I presented the receipt with the hand written note to the representative and manager on duty they stated that I could have written the note myself. The on duty manager called Shelia and spoke to her in the back room. When he returned he stated that Shelia did not remember waiving the restock fee and that it was his call.  Although he ‘granted’ the return waiving the restocking fee I still left feeling bitter and betrayed because I was treated like a liar and that he had ‘granted’ an outrageous request to satisfy a disgruntled customer when all I asked was for Verizon to honor a commitment that was made in the store with a salesman and manager. Incidentally when I returned to the store at a later date to speak to a manager regarding the Samsung Droid Charge I spoke to Lou who originally sold me the Xoom and he not only remembered our arrangement he was surprised there were not notes on the account. 

(August 2011 – October 2011) Motorola Xoom Data Plan Billing

Motorola Data Xoom data plan still billing to credit card even though Xoom was returned 05/24/11

• I noticed 2-3 months later that I was still being charged $35.00 a month on my Verizon bill/credit card for the supposedly month to month data plan I had activated for the Xoom tablet.  I called Verizon’s customer service line.  After speaking to a representative for 15 minutes the representative stated that they would cancel the month to month billing for the data plan as of  06/16/11, the date Verizon’s system showed the tablet was returned.  When I advised the representative that the return date listed in Verizon’s system was incorrect and that I would like a refund for all the charges from 05/24/11 forward they replied that they could not grant that and advised that I would need to physically go into the store that the Xoom was returned to as that was the only way Verizon could confirm the tablet was actually returned on 05/24/11. When I pointed out that 06/16/11 was past the 14 day return policy they responded by stating that I would need to go to the store.  I left work early and returned to the store and requested that the erroneous charges be removed.  The store personnel stated that they would remove the charges but inquired why the customer service line did not back out the charges over the phone.  When I stated that I was told they could not he simply said that they could have done it just a simply as he did. 
• The next month I received yet another email stating that my credit card was yet again charged for a data plan for a tablet I no longer owned.  I called in again and spoke to a representative asking them to stop the monthly charges.  Again I was assured that the issue was taken care of and it would not bill the next month.
• Around 09/01/11 I received another email stating that my credit card has again been charged for a data plan for a tablet I returned on 05/24/11.  While I understand accidents, still being charged $35.00 every month for 4 months after an item had been returned is quite ridiculous.  Keep in mind I had paid full price for the Xoom to avoid the 2-year contract to begin with. 
• This issue is still ongoing.  I spoke to Chelsea 09/09/11 Friday in hopes to resolve this issue. 
• I called to speak to Chelsea on 09/13/11 to see if there had been any progress made researching why the data charges were still being applied to my credit card based for a device that was returned almost 4 months earlier. I spoke to Greg from the customer loyalty department who researched the matter further.  Greg stated that there were actually 2 charges being applied to my account.  I was being charged $20.00 on my Verizon billing account and $35.00 on a pre-paid account.  He stated that he had left notes on the account.  When Marie or Chelsea calls me back they will be able to reverse the charges.  He stated that I would have to call the pre-paid department to have the $35.00 charge stopped which was unfortunate since I had already been on the phone for a solid 45 minutes.  I asked him the payoff balances for each line to cancel service. 

(07/25/11 – October 2011) Equipment Return Fee’s and customer service

• Device ID
  • Original Samsung Droid Charge - xxxxxxx
  • Replacement Samsung Droid Charge - xxxxxxxx
  • HTC Thunderbolt Device – xxxxxxxx
• When a replacement Samsung Droid Charge was issued on 07/26/11 I returned the original Samsung Droid Charge 5 days later after transferring all my items (pictures and documents). 
• When the replacement HTC Thunderbolt was issued on  08/08/11 I returned the replacement Samsung Droid Charge 6-7 days later after transferring all my items (pictures and documents). 
• Both times I used the same box the replacement equipment was returned in and the included FedEx sticker.  I did not save the paperwork as I have used FedEx before and not had any issues.
  • 08/29/11 – A text message was received stating that Verizon received a device at the warehouse on 08/25/11. 
  • 09/09/11 – A text message was received stating that Verizon had not received the device and the fee was being applied to my account. 
  • 09/09/11 – I called the customer service line and spoke to a representative named Hooda.  I would like to point out several things that I was told that were extremely frustrating.
    • Hooda asked me to provide the tracking numbers. I explained that I had not save the tracking numbers.  Hooda recited Verizon’s policy which states it is the customer’s responsibility to ensure the devices reach Verizon.  In addition it is also the customer’s responsibility to provide the tracking numbers if they need to call in.  I asked if Verizon had the tracking numbers since Verizon shipped the device in a pre-paid package from FedEx with a pre-paid return stamp.  Hooda stated yes she did have a tracking number but could not divulge it or use it to start an investigation.  I explained that even if I had kept the paper work and provided the tracking number that it would most likely match the one Verizon had on file anyway.  She again explained policy. 
    • I asked what the next steps would be.  The representative explained that the account would be charged the missing device fee.  Once it is charged more information would be provided on the bill. I would need to pay the amount, call back with the additional information provided on the statement, information that Verizon already has but will not tell me, and request an investigation.  If the investigation concluded that the device was returned then the amount paid would be credited to the account.  I explained that I did not think it was fair to ask the customer to pay the fee and find the device at which point Verizon would then credit the erroneous amount paid to the account.  I was told that it was policy.
    • When reviewing and clarifying my options Hooda stated she would like to open a trouble ticket but she is leaving the company because she and her husband are moving.  She apologized for not being able to issue the trouble ticket and not being able to follow up but advised me I would have to call back and speak to another representative once the account is billed and request a CONR Tracker to be initiated.  This is after being on the phone for 75 minutes. 
    • Hooda also stated that based on internal notes on the account the text message generated on 08/29/11 stating a device had been received was due to the replacement Samsung Droid Charge – XXXXXXXXXX being received at the warehouse. Yet she also said that the text message generated on 09/09/11 was due to a missing device NOT being received which was the replacement Samsung Droid Charge – XXXXXXXXXX. When I pointed out that the two messages contradict each other which causes me to doubt the validity of Verizon’s records she asked me to call back when I receive the bill with the additional charge. 
    • When I asked to speak to someone in the customer loyalty department and she placed me on hold stating “let me see if that is allowed”.  Hooda came back on the line and introduced Maria from the customer loyalty department.  I expressed my extreme frustration with Verizon’s customer service experience.  Maria stated that she would call FedEx and try to determine what happened to the missing device.
    • Received the 09/16/11 statement with the $569.99 missing device charge on the bill.  Called the customer service department again and initiated yet another search for the missing device.  This time the customer service representative searched based on the ESN number.  Incidentally this is something I had inquired about multiple other times.   
    • I called back 2 weeks later after not receiving a call back regarding this issue from Verizon’s customer service department. Apparently the missing device was located in Verizon’s warehouse and was going to be removed from the next bill.  The charge was officially removed on the October 16^th bill.  I was not contacted regarding this nor was any apology given. 

In closing I would like to inform you that we are currently shopping for an alternate wireless provider.  In sharing my story with others I am not surprised to hear of similar stories of Verizon’s deteriorating customer service.  It is unfortunate that a company such as Verizon has managed to utterly destroy a relationship built over 7-8 years in a matter of months.  Since June of 2011 I have been accused of stealing a device, intentionally misleading customer service representatives and wasting time and effort trying to locate a device that I never sent back, forging hand written notes on a receipt for an item that was purchased in store, and making up a problem just to get a different phone.  If all the actual minutes were added up that I have spent in the store and on the phone (3 cell phones and 1 home phone) with Verizon I have literally spent 1 full WEEK trying to resolve a problem that should not have happened in the first place. 

I am curious if you have any response to this. I am interested to see if Verizon is still a company that values its customers, especially long term ones.  In my families opinion Verizon has done nothing to help correct the absolute apathy and disregard with which we have been treated. In every case I have been correct and I have only asked for fair treatment from Verizon.  I would like to know what, if anything, Verizon is willing to do to help repair our relationship and to keep a customer. 

  Sincerely,

"My Name Was Here"

Message was edited by: Verizon Moderator <<>>

[buzzillion]

Sorry ttipgem, but that's FORCED to me.

Bought my Motorola StarTAC at a subsidized price

(insert LOTS of time)

Upgraded to a Droid Incredible at subsidized price - kept my plan

Upgraded to a HTC Rezound at a subsidized price - kept my plan

Wanted to upgrade to an LG G2 at a subsidized price - can't keep plan <-- Forced at this point.

I understand I can purchase a phone at the full price (i.e. $499 + fees) and keep my plan, but where on earth are the incentives to keep me as a long-term customer?  Frankly this is just a slimy way of killing off one of the only useful perks left to be a customer of Verizon.

[ttipgem]

Sorry, but it's not FORCED.  No one is forcing you to do anything.

You WANT a device at a subsidized price.  If you want that, then you have to accept the conditions.

Life is about choices.  And things change.

Good luck.

[buzzillion]

Your opinion about FORCED is an odd one.  When one does something and expects a predictable outcome, then the path is natural (i.e. upgrade = keeping ones plan).  When the path CHANGES for some reason, then something has FORCED a change. 

What isn't forced at this point is the detection of bad business practices and searching for another provider with the hopes they'll employ less despicable business practices.

So you're right, Life is about choices and things change.  Verizon isn't the company it used to be, so my choice is to find another carrier.

Good luck.

[buzzillion]

Thanks for the useful reply airsushi.  I'll give them another look.  I'm certain I'll be able to get my family and friends to switch to where ever I go.  I'm their technology guru.  heh.

[#8]

Depending on how you choose would make it a forced choice. I took a course years ago and the instructor said to only give two choice options. Say bread with butter or bread with no butter. The same is done with cell services in that where in the past an upgrade was done at a reduced cost. Now the pot sticker is *if* you have unlimited data and you don't pay full price you lose the carrot or in the simple case the cellular provider just does not really want to sell you a phone for cheap. As long as your not in a contract, and you would not be if you were opting for an subsidized upgrade with new contract extension you have to abide by those conditions. I always pay full cost. I will keep unlimited data and still the best network.

You could always use the device payment plan (not edge) and keep unlimited data. Pay over time and have no contract.

Everything that is happening with verizon is occurring at other providers and some have no subsidy devices and no contracts. Others have subsidy devices but two year contracts or both. Its like that with all providers.

As was said before everything changes with time.

Good Luck

[buzzillion]

My perspective is how I've done business with Verizon in the past.  It's naive to assume continuity on my part, but it's still something I can hope for with an ethical company and lament when it's gone.

This is probably a good thing really; Verizon has just become too expensive when you compare to other carriers.  This finally gives me an opportunity to explore other companies.  But being a creature of habit, it's hard to break up after 19ish years.

Thanks for the feedback, Elector.

[rcschnoor]

So ethical companies never change their pricing structure or how discounts are given out? I guess there are NO ethical companies, then?

It is my practice to explore other companies EACH time I purchase a device. If another company can match the service I have at a lower price, I would JUMP at them. As it is, I haven't found one and I have had Sprint and Cellular One(the precursor to AT&amp;T) in the past and my home, along with too many other areas are dead spots on the T-Mobile coverage map.

Good luck with your new provider if you choose to switch.