My letter to VZW (man, I let em have it)

OK GUYS, anybody have the regular address so I can send this from outlook instead of their frustrating web form?

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I have been a verizon customer for 6 months now, and enjoyed the service for a while. I am very familiar with the workings of cellular technology, and could even be considered an expert by some. Anyway, I have not been so satisfied with the service I have received in the past few months. It seems to me that voice quality many places I use my phone has decreased, and even so, when I have received a replacement phone due to a power problem. The Samsung a650 stood out as being the most inexpensive phone with the best voice quality, which is my very top priority. Unfortunately, as I have mentioned, I have been dropping calls left and right as of late. Also, I loaned another phone on our account to a close friend so we could talk while she was on a road trip. We talked for hours over the past few days, both using tri-mode handsets on Verizon, both on our ACII plan (no-roam). I was amazed at how many times our calls were dropped. We must have re-dialed eachother about 30 times in the past few days due to network disconnect, which I consider to be a huge issue. The amazing part is that sometimes, it was my phone which displayed "lost connection", while I was sitting still at home. The traveling phone was mid state in ILL to mid state in IND the entire time, which I know to be your 800 mhz network. I am amazed that an 800 mhz network could be the cause of that many call drops.

Back to the point, I am dissatisfied with the phone, and in turn, the network. I have had much better luck keeping calls when I switch to my old Motorola (startac) 7868w on occasion. I also realize that Wisconsin is a PCS network, and sometimes wish I still was with US Cellular because of the excellent voice quality. The reason I left them was to obtain reliable nationwide service at an affordable price. Yet, I have had all of these problems. I believe the experiences I have had are part due to network and part due to phone. I have the luxury of being able to try many different phones, as I have quite a collection (yes, of VZW phones). Anyway, I believe that for customers who want strictly voice service, and do not need color phones, cameras, web service, or anything else except reliable nationwide service, you should offer a non-color phone such as the new nokia 2115i phone. I would be willing to pay retail for one of these phones. I am well aware that phones must go through approval before they are marketed. I would like to request the opportunity, if available, to purc


hase one of these for use with your service, if at all possible.

I realize that features like vcast are important to some, but hey, I consider myself a techie, yet, all I really care about is reliable service. I see a change happening in the reliability of your service, and I feel that it needs to be reversed before customers are lost. I cannot stress enough that all I need is to be able to hold calls ALL THE TIME. If that means that Verizon needs to purchase US Cellular, I highly suggest it. People are talking locally about the coverage Verizon has, even within our town, and, of course, within our state, region, and nation.

In all, I look forward to the opportunity to continue being a Verizon customer, yet, If I cannot start to see an improvement in service, even back to the point where I started my plan with Verizon, I will be moving elsewhere very shortly.

The other thing that bothers me as an individual customer is a specific extended coverage issue. We have a family property near grayling Michigan. The only carrier with what I would call complete coverage in that region would be RFB Cellular One, now owned by Dobson Cellular. Although it is unknown whether the CDMA will remain on that network, it makes no difference to me whether I am using digital or analog service, just as long as I can place and receive calls. RFB has been removed from your most recent ACII PRL. I urge the re-addition of SID's 1333 and 1337 to the PRL immediately. I never would have guessed I would be better off moving to a GSM phone someday for use in this region, bit that is really up to you. I even will edit my PRL if necessary, but that's not the point, the point is that the majority of your customers will not have the means to do that, so you need to do it for them. In fact, I would not object to an addition onto the price of a plan in order to have more reliable extended service, even if it adds an additional $20 onto the price of the plan, but I thought that's what singlerate did....HMMM...Gone!

My parents tried your service a few months ago, and cancelled within the trial period due to dissatisfaction with voice quality during calls. For some reason, I had always had good luck up until now. Therefore, my sister, a family friend, and I had kept lines of service.

Anyway, the girlfriend that I had loaned the phone to for the past few days has decided, upon comparison with her dad's business phone, to go with Cingular. She was in the process of registering for college on this trip. Hopefully Verizon realizes that much revenue can come from college students.

If she does choose Cingular, in fact, I will probably also go to cingular (most likely with a gait phone) due to the want to call for free in-network. As I said, If I have to pay more to cingular to get gait service so that I can use my phone NATIONWIDE, I will do that.

I have recommended Verizon to many people, as I have always spoken up when people ask what wireless service I use. Now, I'm the one asking other people about wireless service. I can promise that the day someone who I've referred to your service comes up and blames me for unreliable service on your network, I will promptly stop recommendations, as well as encourage the canceling of service by many customers of yours, as soon as I find a better alternative.

As for the early termination fee, In the case that I do cancel my service, I would appreciate a waive, and some working out of account technicalities, but in the case that it is not, I would probably view it as an investment in receiving better service rather than a penalty. That is, if I were to cancel with the frustration over what I have gone through in the past months, and especially the past few days.

When I recommend a network to someone, I'd better be able to stand behind it. Verizon is starting to raise questions in my head.
I don't like to be embarrassed in front of people who know that I have an extensive knowledge of cellular services.



If the company you work for matters to you, please pass this up the corporate hierarchy.

I am waiting for a truly thought reply to this email. If I do not receive one within two weeks, I will be canceling my service, and I represent more than one customer.

Please do your customers a service, and heed this email.


M.T.R
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High School Student / Entrepreneur

 

Man, looking back to that, I WROTE THEM AN ESSAY! They'd better be greatful. I'm ready to cancel my line as soon as they send me an email that says "We will take your suggestions into consideration, thank you for sharing your input."

I will march my butt into the store and let them read this forum....

 

I've done that in the past(called). I was considering not sending the email anymore (prolly a good idea), even before reding your reply. I just was venting on them a bit.

Mabey I'll revise it.

 

I decided not to send it. I just went back to my 5185, and I feel better... LOL