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Verizon Wireless CEO and address?

Discussion in 'Verizon Wireless Forum' started by yaworski, Sep 18, 2013.

  1. yaworski

    yaworski Junior Member
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    Who is the Grand Poobah of Verizon Wireless and what is his mailing address?

    Why? Because I'm ticked off with Verizon is why.

    About a month ago, I started looking at household expenses and my Verizon bill was getting pretty big. It's just me and my daughter and the bill was well over $100 a month for just two basic phones. To make life more interesting, my daughter wanted a smartphone.

    I set the daughter to the task of investigating other carriers and their options. I also called Verizon and explained that I was looking at other carriers and wanted to see if they had any competitive options. No options at all. They told me that what I had was a good as it could get.

    So we switched. Went to T-Mobile and bought a couple phones and signed up for their no contract service which is saving me about $50 a month even with my daughter's smart phone.

    A few days later, I called Verizon to make sure that everything was okay and shut down with my old service. The guy on the phone asked why I had left so I told him. Immediately, he offers me plans that are competitive with T-Mobile. Dude, a day late and a dollar short.

    A few days later, I get a phone call from Verizon trying to bring me back into the fold with a slightly better deal.

    This whole situation really frosts me. They had a loyal customer for over 20 years and would do nothing to retain me as a customer but they pull out all the stops to try to get me to come back AFTER I've gone to the expense of buying new phones.

    So, simply put, I want to write to the Grand Poobah of Verizon Wireless to let him know that his sales department really dropped the ball.
     
  2. RadioRaiders

    RadioRaiders RF Black-Belt
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    With Customer Service, it's always a roulette wheel. When the first person told you that "you had it as good as it gets", you should have hung up and dialed again and see what the next rep said, maybe he/she would have done more to keep you on as a customer :confused: Most operators have a "retention" department, that fight harder to keep customers, maybe in your case the "normal" Verizon reps didn't switch you over to the retention department until it was too late?
     
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  3. bikebryan

    bikebryan Senior Member
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    Everybody misunderstands how "retention" departments work. I've worked for more than one carrier and it was all the same. Retention reps don't get accounts until AFTER customers leave and they try to offer things to bring you back. The Reps and CS Supervisors don't have all this "secret" power to offer great deals because you want to leave.
     
  4. yaworski

    yaworski Junior Member
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    Maybe it's just me but that seems like a stupid way to treat customers. First it's "No, you're stuck with what you got" then after you go to the trouble and expense of switching carriers they come running, crying out "We CAN give you a better deal." That's like when you blow off the fat chick with, "God, I can't stand fat people" and then she loses weight and becomes a lingerie model, so you go running after her, "I didn't mean you!"
     
  5. bikebryan

    bikebryan Senior Member
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    It just is what it is. Yes, carriers want to reduce churn, but also understand that a certain amount is inevitable. Period. They are not about to give up the farm to keep a small minority of customers who are going to jump because they can't get precisely what they are looking for. It may not seem fair, but it is just business 101 to them.
     
  6. RadioRaiders

    RadioRaiders RF Black-Belt
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    I switched carriers a few years ago. When I called to cancel my current subscription, the Customer Rep transferred me immediately to their retention department. That guy tried really had to keep me on, offered me some better deals, etc. (but I left them anyway for a variety of reasons).

    But I'm not in the USA. Strange why US carriers don't activate their retention department until after the customer has left? :confused: That's not "retention" then, by definition retention is: "The continued possession, use, or control of something". If you leave them, you are not under their control anymore, so they can't "retain" you. They need to change the name of their department.
     
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  7. QLR

    QLR RIP Note!
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    IMO, the largest 2 carriers are less inclined to keep existing customers... Because more are coming in from other carriers than are leaving.

    I remember a few years back, AT&T assigned scores to each customers. The score was based on revenue (IIRC). Based on the score, you were offered carrots (ie early upgrades, discounts, etc) or nothing (if you were on a cheap plan). If someone called in with a low score saying they want to cancel, they wouldn't try to retain the customer.

    Maybe if this was Sprint, maybe they would have tried to keep the customer. Usually, the worse off a company is, the more desperate it is. If a company has a monopoly, good luck with retention.

    Sent from the Blanco Beast, SCH-I605
     
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  8. bikebryan

    bikebryan Senior Member
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    Neither Alltel nor Verizon Wireless had "retention" departments. They did have a small number of outbound callers who contacted those who had left to offer them return deals, but they were not called "retention" agents.
     

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