Dear Verizon Wireless,
I have been a customer of yours for over eight years. For the last five years, I have owned several Blackberry’s which I use for both work as well as personal use. I believe that I have the most expensive plan you guys have totally unlimited minutes for both phone and data because of the huge time I spend on my phone. My bill is automatically paid through my credit card each month and before yesterday I don’t think I have ever contacted your customer service . I guess what I am trying to say is that I believe I am one of those customers that you want to keep.
The Blackberry I presently own is about a year and half old but it is already starting to show some wear and tear because pretty much I am the greatest product tester in the world. No matter how good a product is, I will find a way to destroy it in one way or the other. Since my phone is on its last legs, I have begun looking at a new Blackberry to purchase. Unfortunately, recently Verizon you guys have been getting your butts kicked by your fellow wireless competitors on phones. First obviously enough the iPhone and now AT&T has come out with the Blackberry Curve and all you got is the World Edition Blackberry which pretty much is exactly identical to the phone I have now except a wee bit thinner, no thank you. Oh and by the way, it is ugly as sin.
I have begun to think that maybe I should look to change providers who can offer me the kind selection I am looking for. Though before I do that, I decided to start looking online to see when and if you guys are going to come out with the Curve or other Blackberry’s. You know what I discovered, there are a number of blogs and discussion boards that are taking guesses when and if Verizon will come out with new phones, but there is absolutely no news or conversation coming from you! Why is that? Why wouldn’t you want to keep your customers informed of what is happening and what kind of new products and services are coming out in the future? I don’t know if you guys of heard about this internet thing, but there are a lot of companies that have this crazy thing called a corporate blog.
Last night I was on your website, verizonwireless.com and I saw you had a web chat feature that you could speak with someone at Verizon and I decided to give that a shot. Here is the conversation I had:
You are chatting with Greg
Greg will be right with you (Mind you I waited 6 minutes for Greg)
Greg: Thanks for contacting Verizon Wireless, how may I help you?
Cord: Yes, I was wondering if Verizon is coming out with any new Blackberry’s?
Greg: Yes they are!
Cord: Great, when will that be happening?
Greg: I do not have a date on that.
Cord: Well, will it be happening in the next 3,6 or 12 months?
Greg: I do not have a date on that.
Cord: Do you know what Blackberry phones Verizon will be supporting?
Greg: I do not have that information.
Cord: Ok, do you have any information that you can share with me other than that sometime before I die Verizon will be coming out with a new Blackberry?
Greg will be right with you
Greg will be right with you
Greg will be right with you
This is when I was put on chat hold I guess and after several minutes of waiting, I finally just hung up.
Verizon, it is time that you start communicating with your customers better. Your contract cancellation fee is not going to stop your top customers from leaving if they do not believe that you are meeting and exceeding their expectations.
I am wiling to place significant odds that no-one from Verizon is bothering to monitor what is being discussed about them online and no-one from the company will contact me from this post. Anyone wanna place a wager?
Technorati Tags: Verizon Wireless, Blackberry’s, customer service, Blackberry, Verizon, Blackberry Curve
Let’s face it. Everyone is envious of Apple right now. They were the king of cool with the iPod. But then they got out cooled. By the iPhone.
