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Verizon: Rant

epik

Mar 12, 2010, 12:59 PM
I've got to get something off my chest. I apologize for this not being in the "Shop Talk" forum or somewhere else on a rant thread.

I've been a Verizon employee for almost seven years. I've been in sales, and within the last year, moved to management. I've even relocated for the company. I've held the line, dug the trenches, and stuck my neck out on more occasions than I should have. For a time, I breathed the red Verizon air and loved it. I've also been treated like complete dirt, both by the system and by individuals.

For those that read my posts, you know I tend to be fair to all sides of an issue. I'm realistic, while maintaining some degree of loyalty. I'm glad I've worked for Verizon, and I'm glad I work there today. I...
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Sigma1570

Mar 12, 2010, 1:05 PM
HAve you ever seen jerry mcguire?
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epik

Mar 12, 2010, 1:37 PM
A long time ago. Did I just write a mission statement?
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wfine81

Mar 12, 2010, 1:40 PM
No, but you may have just written your letter of resignation.
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epik

Mar 12, 2010, 1:49 PM
Nah, I've had that written for years.
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Menno

Mar 13, 2010, 1:32 PM
I have a feeling that would be quite the letter to read.

Thanks for posting this here instead of shop talk btw. Or I would've missed it.

I agree with a lot of what you said (most of your rants can apply to indirect management as well).
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Jayshmay

Mar 13, 2010, 5:15 PM
Some of what I read said that essentially Vzn has gotten too big for it's own good.
Agree/disagree?
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Menno

Mar 13, 2010, 5:54 PM
Not too big as much as lost focus. You can lose focus no matter the size of the company, just the bigger you get, the more painful change becomes.

Verizon's no longer focusing on the things that GOT them big, that's the problem.
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Jayshmay

Mar 13, 2010, 6:18 PM
I wouldn't single out Vzn. I think a lot of corporations are like that. As sad as it is I think a lot of corporations care far more about their greedy investors more than their customers.

We live in a world where stock holders, lawyers, and insurance companies rule, not consumers.
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epik

Mar 14, 2010, 1:43 PM
I believe that in 2010 the primary focus of most companies is cutting cost and keeping their head down. Given the last few years of economic woes, large corporations find it essential to avoid total self-destruction. So many little companies didn't weather the storm, and some surprising big companies were only a couple months away from bankruptcy, even in good times.

I guess the best way to sum it up is this: without the company, there's no customer, and without the customer, there's no company.

Corporations have to find little ways where they can milk some of the customer base for more money ($9.99 data feature) while cutting costs on the backend (reduce work force, remove costly loyalty programs such as VIP, etc.)
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Jayshmay

Mar 14, 2010, 1:54 PM
Last night I watched that documentary movie by Michael Moore called
Capatalism: A Love Story. And there was a scene where showed quite a number of companies raking in BILLIONS in profit and yet laying off very large amounts of people, now that's just disgusting greed.
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epik

Mar 14, 2010, 2:00 PM
And yet they're overhead isn't much different.

When I owned a business, my profits were about 20% higher than my costs, all by the end of the year.

Companies spend billions to make billions. It's not like their costs are a million dollars and they're pocketing $999 million.

Don't get me wrong, I'm disgusted by what many corporations do. I just don't buy the argument that companies rake in billions without spending billions to get there.
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Jayshmay

Mar 14, 2010, 2:10 PM
Oh, I get what your saying.
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Sigma1570

Mar 12, 2010, 1:51 PM
Totally haha, do you think their expectations from employees and pay scales are a burden brought on the wireless side from the strugling and unprofitable wireline side? Even with VZW's strong earnings and growth didn't Verizon as a whole lose money last quarter?
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epik

Mar 12, 2010, 2:25 PM
No. I think employees at the front line are bearing the brunt of the wireless company's changing financial dynamics, network upgrades to 4G, and the acquisition of Alltel.

In all, the changing landscape of the industry is the biggest problem. Instead of adjusting to a new market, we continue to hold on to old ways of doing business while enforcing ineffective "new" strategies aimed at reducing our loses and placing blame rather than improving the working environment and customer focus of the company.
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justmarried

Mar 12, 2010, 2:32 PM
Epik, I do agree with you. I have been with the company for about the same time that you have. You are correct, Verizon is the problem, the instructed us to take care of the customer by any means necessary. For years we have done this, and we have created spoiled customers who expect a certain service when they deal with us. Before , we were allowed to discount a phone, or waive certain fees, now that don't want us to do any of that anymore and make the customer pay for things they didn't have to pay for before. One thing that I remember that I was told when I started with the company, "embrace change." This industry changes so much day to day. Customers complained about not having unlimited text messaging, but now they have it. They complai...
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Azeron

Mar 12, 2010, 3:09 PM
You just have to realize that Verizon does not give a damn about you. No matter what they tell you it IS just a job. Get out of it what you can while you can. Use them while they are using you. Particularly the Tuition Reimbursement... Tomorrow is not promised to any of us...
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justmarried

Mar 12, 2010, 3:32 PM
Verizon is a great job. It is just like any other job, every employer has their own individual issues. Verizon does care about its employees, we do receive a lot of different benefits that are very good. The problem is, the employees are not considered or consulted on some the issues that have been causing customer backlash, like the 9.99 data fee requirement.
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mar29oct

Mar 13, 2010, 9:44 AM
Verizon is no different than any large corporation, and became so complacent, that
they think just because they have the 'best' network, customers will pay anything just to
keep them. Well the in for a surprise, just look at Toyota.
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mellowlen62

Mar 13, 2010, 9:50 AM
The difference is, I never bought Toyota because there were (imho) many other comparable cars quality-wise for less money. I always felt people paid for the name (and the acceleration - haha). I don't feel it's the same (yet) with my cell service. I have yet to find someone who can compete with Verizon. A fanboy? (girl?) Perhaps. But they pi$$ me off at times and I can call a spade a spade. But I've experienced the "joy" of other carriers. And I will pay more for Verizon. At least for now. (Verizon isn't alone, either, Epik's rant could have been written about a host of companies across the nation. That's what's so sad.)
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mar29oct

Mar 13, 2010, 10:00 AM
I am also a Verizon customer, and I used Toyota as an example, when company becomes
to large, the think they are irreplaceable.
I agree that original posting was pretty much
about any corporation.
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Jayshmay

Mar 13, 2010, 5:25 PM
You guys are @ the front lines and therefore in the best position to provide feedback to managementabout how the companies policies effect the customers.

Personally from a consumer point of view I think corporations in general care more about stock holders than customers.
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epik

Mar 14, 2010, 2:03 PM
I'm a stockholder of both Verizon Communications and Vodaphone, and saw nothing but losses last year. I'm also a holder of private value in Verizon Wireless, and would stand to make money if Verizon Wireless ever went public. In either case, I don't feel satisfied as a stock holder, voucher holder, or an employee.
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Azeron

Mar 12, 2010, 3:04 PM
One thing I learned is that the Credo is nonsense. If only I had been recording the conversation when the HR manager told me that I would be black balled. Epik, keep your head up. Your enemies are already close.
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Cellenator

Mar 12, 2010, 5:38 PM
sounds like the FORCED 10 ten dollar data is really pissing ppl off
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Cellenator

Mar 12, 2010, 5:39 PM
TEN TEN TEN Smile
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Menno

Mar 13, 2010, 1:39 PM
That's only a portion of what Epik is talking about here.

The forced data charge is just the latest thing in a long line of changes (internal and external) that the company is doing that is Totally counter to how they've traditionally acted. As Epik said, they are trying to cling to an old business model that is no longer relevant but trying to use the term "change" to get their employees and customers to go a long with it.

As consumers, we only see a portion of what is going on.
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Cellenator

Mar 12, 2010, 5:42 PM
Become a friend

Just Say No to Verizon Wireless Mandatory Data Plans

http://www.facebook.com/?sk=messages&tid=12272514862 ... »
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justmarried

Mar 12, 2010, 11:01 PM
This is getting a little childish........it is not going to change. The data feature will be still be a requirement. Just go to another carrier, that speaks more than a facebook page.
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Cellenator

Mar 13, 2010, 1:12 AM
It's not always that easy just to switch. It cost a lot of money to start new service, buy new equipment, start up cost, possible ETF, many are just waiting out their contracts. Are you from the future? You don't know if this policy is here to stay, or what will happen later. A recent update- Now there is no mandatory data charge for the Brigade, if you choose to pay $5 dollar for PTT which makes much more sense. Yup no crystal ball for you Rolling Eyes
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meenomeeno

Mar 13, 2010, 2:36 AM
I mean and what kind of loyality do u have if u just jump ship over 10 dollars?? Ever stop and think maybe just maybe there is a reason why I have to get a data plan
1. My kids which whom I pay no attention to may get online for x,y and z and run a huge bill in which I will call financial services to try and get a credit, which they will say something to the tune of phuck u pay me and then u start to verbally assault them and wonder why u get nowhere
2. Why buy a data phone if all u wanna do is make calls? Ur lying to urself and everyone else because they make no sense. Oh yeah I wanna driod because the call quality is great no u want one 2 get online send emails get facebook alerts and who can forget the free apps
Or finally 3. The phon...
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justmarried

Mar 13, 2010, 9:22 AM
Well stated, but you those who will complain about thinking it will change......but it won't.
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Platypus

Mar 13, 2010, 12:06 PM
Yeah but you're just a verizon employee Rolling Eyes who thinks it's cool in todays economy to further sink families.
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mellowlen62

Mar 13, 2010, 9:32 AM
I have to agree somewhat with this post. When I had a dumbphone, mobile web was $5, but every ringtone, every game was extra and racking up charges when added to my voice and text plan. Now I have android, am on line all the time, social networking, email, an assortment of free games and ridiculous cool apps from the Market, and it's worth $30. I do believe people would rather pay anything for "unlimited" though, then be nailed to a figure they can't exceed. IT takes cash to put the whistles and bells in these phones, even the so-called multi-media dumbphones, and if you aren't going to pay extra for the features, why buy them? As for the PTT and other devices on which they're requiring data, however, I'll side with the people who are cryin...
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jrfdsf

Mar 13, 2010, 9:40 AM
Today it's smartphones and PTT-- tomorow, it's any EVDO capable phone. Epic fail Verizon.
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jrfdsf

Mar 13, 2010, 9:36 AM
:LOL: What??? It's just ten extra dollars? You must not pay the bills at your house. I mean come on-- even the biggest fanboys on this forum know it's wrong. Nobody wants to pay for something they have no intention of ever using.
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Platypus

Mar 13, 2010, 12:05 PM
Try the 5 person family plan for an extra 50 a month!!!! For something they don't want or need! The phones don't need data to work!
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bryantkd

Mar 13, 2010, 4:40 PM
If you don't WANT or NEED the extra features then there is no reason to HAVE a phone that offers those features.

If the only reason you are buying a phone is because it looks cool then what are you going to tell your 16 year old who wants a lexus because it looks cool.

People need to understand if you want the cool phone with all the bells and whistles you have to pay for it and since nobody is willing to pay more than $100 for a phone that sells full retail for $500 we are going to have to make up that difference in the plan.

At least you are getting something for your money, would you prefer we just drop the data and charge an extra $240 for the phone?
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mellowlen62

Mar 13, 2010, 5:25 PM
What about the LG flip phones and some of the PTT phones now under that requirement? C'mon, they're not cool nor do they have "bells and whistles" just because they are internet capable. And yes, I frankly would prefer just charging outright for phones. I've always agreed that that would be a better option. I have purchased more than one phone outright, believe me. Someone posted that Americans are used to that "get it for free" mentality and they are and it is part of the problem.
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epik

Mar 14, 2010, 2:08 PM
your response is the best I've heard so far.

If it were a B&W (bells and whistles) issue, why is the LG 8360 in the mix, and why were the Motorola Rival and Entice on the list and then removed? The Entice isn't much different from the LG 8360, and I challenge anyone to do any amount of web surfing on the 8360 to show me how similar it is to the EnV Touch.

Honestly, this whole mess wouldn't even be an issue if there were consistency and common sense among the phone category choices.
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Platypus

Mar 13, 2010, 6:19 PM
Did you see the simple feature phone choices? A person should be able to get a good texting phone without being forced into a data plan that they don't need at it's not even UNLIMITED data!

Verizon wants to FORCE everyone into getting unlimited data on a dumbphone! Go look up the list of simple feature phones and tell me what decent texting phone is available for anyone. The Samsung Intensity! Now do your home work before posting again.
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bryantkd

Mar 13, 2010, 11:15 PM
first of all I work for Verizon and I am well aware of the capabilities of all the phones I sell so as far as research goes why dont you do some yourself.

And what makes the Env3 or the Env Touch a better texting phone than the intensity? The touch screen? Sorry that is just a feature to make the phone look cool. The Larger screen? Maybe that is useful if you are going blind. I will grant you that video would be nice but it is not really necessary to most people looking for basic phones.

Phone companies spend a lot of money developing and marketing their products and it is not financially sound to make 50 different phones just so every person has a phone they like. It is called compromise something the average consumer forgot ...
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Platypus

Mar 14, 2010, 12:46 AM
so you admit that you are wrong? sounds like it because you typed a few paragraphs and said NOTHING!

You work for verizon so you having an objective point of view is obviously to difficult for you. People want choice and they don't want to pay for something they do not NEED! They don't want to pay 40 more dollars a months because in today economic crunch. Verizon is the only carriers trying to screw over their customers in this fashion. Go lay down you make me sick! Get a real job.
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epik

Mar 14, 2010, 2:13 PM
You didn't answer bryantkd's question about what makes the LG EnV 3 and/or Touch a better texting phone over the Samsung Intensity. You might have felt like their post was a waste of your time, but I believe that of anything said in that post, THAT QUESTION was the most valid point.
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Azeron

Mar 14, 2010, 3:34 PM
SHUT UP.
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epik

Mar 14, 2010, 2:11 PM
I don't think the Intensity is that bad. We don't return them very often, and we've seen very few in the store with issues.

The LGs come in constantly with chronic reset issues (powers down and back on). They fix the problem and it comes back. It happens on almost every one.

If I had to pick between an Intensity and any LG right now, knowing what I've seen with random power cycling, I'd pick the Intensity hand over fist. It doesn't have problems.

I think people's problem with the Intensity is simply that it's not the EnV 3.

Just wait until the LG Cosmos comes out... people will think it's a decent replacement for the EnV 3 and forget all about that "crappy" Samsung Intensity.
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Menno

Mar 13, 2010, 1:55 PM
The EnvTouch, Env3, Alias2, freaking LG8360 DO NOT , I repeat DO NOT connect to the server 4-6 times an hour. Smartphones do, Dumbphones, even "3g multimedia device" or whatever they want to call them today, DO NOT.

In fact, ALL your examples are for smartphones (with the exception of the first part of the first one)

The problem is that Johnny has an EnV3 with no data, but now his Brother, who upgrades 3 months later, needs to get data for the same phone (if you have 2 kids near each other in age, you know what hell this is). This would be a signifigantly smaller issue if they did it like they did smartphones.. aka "all phones released after this date require data, all older models do not."

I'm all for people having pride in wher...
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Jayshmay

Mar 13, 2010, 5:58 PM
I know I'm not a Vzn customer, but my comment is about smartphones. Would you agree my Nokia N95 is a smartphone? My phone doesn't automatically connect to anything w/o me initiating Opera or Skyfire. And as fas as I know unless a phone has either HTC Sense UI or Moto Blur, or push email then it doesn't automatically connect to a server.
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Menno

Mar 13, 2010, 6:05 PM
your phone is also older. Older smartphones do typically require some user action to access the net anymore.

Just like older computers.. you used to have to INITIATE the check for upgrades but with how common DSL is, all computers will now automatically check for updates as long as there is a connection available.

The Droid automatically connects (most apps have a web element). Blackberries and newer winmo devices also connect. (even without configuring emails) There are ways to shut these things off, but they require more basic understanding of the software (and in an Android's case, they require Root level access).

They don't do it all the time. But per use for smartphones use to come out to $10+ a MB so even the occasional c...
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Jayshmay

Mar 13, 2010, 6:27 PM
Damn, how does that effect you battery with apps always accessing the internet. I don't think I like that. I don't like my device doing anything unless I tell it to, except push Gmail on an Android smartphone. Btw Menno, I just thought of another Android question. When you recieve a new email from your Gmail acct on your Droid, does a little pop up msg appear on your screen saying who the msg is from?
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Menno

Mar 13, 2010, 6:32 PM
battery life isn't hurt too much. you should get a good 15+ hours with moderate usage out of it, a lot more on standby.

For emails, you get your notification tone, the LED flash, and then you get the message indicator in your notification bar.. you just pull down the bar to see who the message is from.
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Jayshmay

Mar 13, 2010, 6:46 PM
Oh, I like the led flash part. That's probably a Motorola only feature though, and not Android. I used to have a Sharp V903, and I had the flash set for red for missed calls.

It's way, way windy!!!!! I'm expecting to be relieved any second now.
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Menno

Mar 13, 2010, 7:01 PM
It is windy here too.

No, the notifivation is Android. either by the small flash, or on some phones, the trackball
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Jayshmay

Mar 13, 2010, 7:20 PM
Hey Menno can I get your feedback on this. I commented that I think there are reasons BEYOND a carrier protecting their investment in a customer over a phone subsidy reguarding contracts.

Reguardless of how long I stay with ATT, I just like the feeling of being a *free* consumer.

And I really don't think protecting an investment in a phone is the only reason carriers like a customer being under contract.

I really do think carriers like customers being under contract because they are AFRAID of the customer leaving to a competitor.
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epik

Mar 14, 2010, 2:21 PM
I'll comment on this, awaiting Menno's response.

OF COURSE they do contracts to keep you from leaving.

Two years of semi-guaranteed profit versus profit that could be here this month and gone tomorrow? Throw a little cost into having a customer sign a contract and have a decent profit come in each month sounds like a good business practice to me.

If we ever shed ourselves of phone subsidies, we should see a system where consumer pricing is reduced in exchange for a contract take its place. I'm sure each model works out about the same for the carrier.
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Jayshmay

Mar 14, 2010, 2:31 PM
I just like being a free consumer. I don't like beind binded. And I believe a customer should be earned not binded. It's like marriage to a business. And when customers are binded, a business is less motivated to keep a customer happy. Also a business liking customers being binded by a contract due to fear of losing a customer to me shows lack of confidence in their business model.
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epik

Mar 14, 2010, 2:50 PM
If wireless had a competent business model we wouldn't even be having this conversation. The fact that their very existence depends on locking consumers into contracts for regulated revenue should tell you all you need to know.

An entire overhaul of the system is the only fix. We all know it, but most of us (consumers) don't want to go through the process.
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Jayshmay

Mar 13, 2010, 5:44 PM
Well with reguards to your kids racking up *unwanted* data charges, it's as *simple* as getting a data block on those lines. There problem solved.
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meenomeeno

Mar 13, 2010, 2:24 AM
Honestly, I work as fs rep in a call center and I haven't lost faith. Our old ways of doing stuff is what created the mess were in. Allowing customers to run us created a system where 2 months past due is the norm and the idea of us calling them is unheard of and gives them the nerve to cuss and talk sh*t to the person on the phone. Were too nice. I've worked for at &t and I have t mobile and if u don't pay ur bill on or b4 the date on ur bill that's it that's all that's all she wrote a week after ur due date is ur arraingment and ur balance needs to be paid in full no 10 dollars today and the rest in 3 weeks but ur already 37 days past due. Don't lose faith trust that the higher ups are retraining our customers from whiny unemployed lying ...
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mellowlen62

Mar 13, 2010, 9:37 AM
Nice to hear, but Epik's been around here a long time and his credibility is rock solid. Not many people are going to dispute where he's coming from.
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mar29oct

Mar 13, 2010, 9:55 AM
to:meenomeeno
You whole response is that is nothing wrong
with Verizon, all it is customer fault.Well I have news for you, without customers you would not have a job. I have been Verizon Customer
since they were called Bell Atlantic, and yes
the charges and changes becoming more crazy than ever. And all wireless companies should stop telling us that they give us 'free' phones
and quoting some 'phoney' made up full retail
prices. And yes if you don't believe me check
the prices also on their phone accessories, an
item which cost maybe max $8.00 sells with Verizon for $29.99, just because is packed in Verizon red packaging, even though is made by same manufacturer. So since it is your choice to work for Verizon, you should just put...
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Menno

Mar 13, 2010, 2:04 PM
Phone accessories are high profit items, they always have been. This compensates, in part, for the decreasing profit stores make on the actually phones and plans anymore (talking indirect here, I know corp makes it's bank on those and Data)

Things "packaged" in Verizon packeging are also made for their devices. Try plugging in a newer Motorola into a cheapy Durabrand charger.. My droid goes Crazy with it. Palm's don't even work WITH Motorola chargers. These chargers cost Verizon more. So yes, while they are only costing the company 8 or so, the markup on them is most likely the same as what you paid for the universal charger at walmart.

I agree that Meenomeeno's response was out of place, but there are issues with customers that ...
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Jayshmay

Mar 13, 2010, 6:12 PM
You probably don't like hearing me say this. Personally, I think people who buy accessories from wireless stores are bad consumers. Because things are so outrageously priced at wireless carrier stores. Frinking $25-$30 for car chargers, or phone cases, when most often I can get the same exact item, yes including OEM, for $10 including s/h on ebay. Same thing with batteries, I've bought spare batteries for my N95 on ebay for well under $10, from Hong Kong, and guess what it works just fine in my N95. I don't HAVE to pay $30 for a frinkin battery for it to work.

*I'm not taking anger out on you.*

I'm just saying there are other options, and that I think a lot of consumers pay more than they have to.
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Menno

Mar 13, 2010, 6:19 PM
Everything is cheaper on Ebay, and I do buy accessories from there. If you search and find a better deal go for it.. The only thing I draw issue on are the people who complain because "they can get a charger for 5 bucks" at walmart and then complain in 6 months when it fried their battery.

Convenience has a cost associated with it. I buy by chargers at the local store 1) because I like supporting a local business 2)because they warranty them against ANYTHING (even user error) for a year. 3) I've been burned 1 to many times on ebay to trust it.

Completely unrelated note, but I think you'll find it interesting:

http://www.boygeniusreport.com/2010/03/11/does-adobe ... »

Basically, it says what I've be...
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Jayshmay

Mar 13, 2010, 6:32 PM
Well the reason I would think HTML5 is better is bc it's built directly into the web browser rather than being an add on.

And with reguards to products not working that are bought on ebay, well that's why it's important to buy OEM.
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epik

Mar 14, 2010, 2:47 PM
Consumers aren't market savvy when they buy from the carrier.

On the other hand, however, I've seen promos like BOGOs/BAGOs and BAG4s go away because we're not making enough revenue in accessory sales to compensate for the higher subsidies. If carriers don't sell accessories to un-savvy consumers, they won't be so willing to pay for as much of your phone as they currently do.

Consumers, when buying accessories from the carrier, are (unfortunately) buying not only convenience, but the ability to have free phones when purchased as a BOGO.

Accessory sales are down drastically these last couple years. In response, Verizon moved to "free after rebate" BOGOs.
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meenomeeno

Mar 16, 2010, 3:00 PM
Yeah I agree, I bought a car/wall charger from tmo at 34.99 took it back went to rite aid and got a okay one for 14.99
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Cellenator

Mar 16, 2010, 3:19 PM
cheapskate! Geez I wouldn't waste my time over a few bucks, but each to his own.
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meenomeeno

Mar 16, 2010, 2:22 PM
How am I outta place?? Verizon customers are spoiled! But that's why were the best, coverage network ect. Like I mentioned I have tmo and I have a sidekick it used to be required to have 19.99 data plan then it went 29.99 now if I upgrade my phone I gotta manditory 34.99 and I've only have services for less than 2 years! We don't do that to our customers its again 10 bucks not a issue, 35 that's a issue and our reconnection fees are only 15 a line tmo 20 and they will not waive them I've tried. My main point is verizon is not the man in a mask just like everyone is making us out to be other companys are doing way worse stuff so in conclusion verizon is good company to have /work for and when u call be nice u get more bees with honey than sal...
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Menno

Mar 16, 2010, 2:31 PM
It was out of place because Customers are only a small portion of the issues Epik is raising here.

That is like Verizon talking about Coverage and ATT replying "we're faster." It's missing the point
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epik

Mar 14, 2010, 2:42 PM
Yeah, I have to take issue with this one.

I've seen costs, and I can confirm that they are usually within $10 of full retail. Do you honestly believe that a phone costs the carrier $50 and is rounded up to $199.99? Do you think the manufacturer of the phone makes a profit selling a phone to a carrier for $50?

No, the manufacturer is the one who cleans the floor with your money. They make millions of electronic devices all day long and charge $290 for it. The carrier buys them by the thousands (if not millions), and adds $9.99 to the cost to help pay for shipping, stocking, inventory control, inventory personnel, depreciation and taxes, and much more. Then they take $200 off in exchange for the chance to make $20 a month for 24 mon...
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meenomeeno

Mar 16, 2010, 2:02 PM
And im not saying im not happy I have a job but make no mistake when I say that these customers are getting outragous! I am the person that really wants to help all day long I hear about fixed income this umemployment that ect and people are just super rude, because we allow them to be! When it was bell atlantic was it okay to tell the person u want to help you that theyb have a mindless job call them a bunch of b words and then fix ur mouth to ask for a credit?? Where's the common respect?? Its not fair to be mean to us knowing we can't be mean to u! I love my job and I know what it comes with but why vebally assault me because ur mad u haven't found a job. And retail mark up is something everyone does! Its how the middle man makes money. T...
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epik

Mar 13, 2010, 10:11 AM
No, Verizon Wireless created the mess it's in.

The entitled customer mentality is an industry problem which carriers have been working on for some time now (upgrade stipulation changes, discount changes, subsidy changes, etc.). But shedding ourselves of the customer entitlement problem hasn't caused me to feel like Verizon has lost its way. A general disconnect from the average customer (entitled customers are outnumbered by sensible customers these days) has caused the company to forget it's strengths and take pride in its accomplishments.

I mentioned entitlement once in my post. It has little to do with the way Verizon has disconnected from reality. If otherwise, I would have spent a lot of time complaining about the customer ins...
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mar29oct

Mar 13, 2010, 10:55 AM
Why don't all these wireless carriers stop
selling phones, but just the service. Like land line phones, I will buy phone of my choice,
and than choose whatever I want, texting, etc... I can guarantee that these phone will never cost what the carriers charge at 'full'
retail. And than nobody will worry about entitlements. But of course not only the carriers wants you to be under contract with them, but also they control the prices of the phones. And also you do not get anything for
'free'. So I agree wireless industry created
the problem, but to undo, i don't think they are going about the right way.
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CellStudent

Mar 13, 2010, 12:41 PM
mar29oct said:
Why don't all these wireless carriers stop
selling phones, but just the service. Like land line phones, I will buy phone of my choice,
and than choose whatever I want, texting, etc...


I can't WAIT for the LTE C-Block to go live and make this dream closer to reality.
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meenomeeno

Mar 16, 2010, 3:20 PM
Yeah me either, I want a iphone bad but I don't want at&t I would feel too much like a tratior working for verizon and having at&t I would take it to tmobile, or something and stay with my contract lol
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Menno

Mar 13, 2010, 1:48 PM
No, it won't cost you $600 for a droid, but it will cost you over $400.

The markups exist because of cellphone subsidies (carriers), but they are marked up by Moto, LG, RIM, etc, not by Verizon. Those companies know that they can make the retail cost higher because the consumer (you) will rarely if ever see that change.

I'm all for unsubsidized phones and "dumb pipe" providers.. but I understand that I'll be paying a lot more (400+) for a phone, and I won't have all the benefits (unlimited Mobile to Mobile, "unlimited" packages in general come to mind).

While you might agree to that as well.. the average customer won't. Look at the stink people are starting to throw as they realize they won't be able to buy a N1 in stores, or st...
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epik

Mar 14, 2010, 1:56 PM
I can tell everyone from my experience in inventory control that the phones cost pretty close to what full retail is listed at. Whenever I work within the inventory system I can see specifically what the last cost of an item was, as well as the average cost over time. The widest increase from cost to full retail I've ever seen was just under $20.

Anyone who's ever worked in any kind of inventory control knows full well that there isn't an "inflate cost" button to press in inventory management software. Inflating the cost of inventory costs you more in taxes and return on investment figures at the end of the year.

The full retail price is pretty much cost.

And in case there's any question, I am all for purchasing phones from the m...
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Crizpx14

Mar 14, 2010, 10:15 PM
I've been a reader of phonescoop.com for over 7 years and I've never had the urge to reply to anything until now.
Epik I wanted to thank you personally for taking the bold step to voice what so many of us VZW employees are thinking and feeling.
Many of us have worked in the wireless industry as a career and those of us who were fortunate enough to work for Verizon have genuinely appreciated working for such a well structured and generously compensating company. I can say that it took me many tries to get hired on even with an extensive background. Its been many years of hard work but I can honestly say that my blood sweat and tears have not gone unnoticed..... that is until recently.
I understand the deal with the economy. I understand ...
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epik

Mar 15, 2010, 1:01 AM
Thank you for your response.

You speak truth when you mention the sad reality of losing the company's most knowledgeable employees. We often hear about how old dogs can't learn new tricks. There are a lot of "old dogs" at Verizon. Some of us remember the early days, and some of us came through the golden days. Some of us recall having to sell texting to an unresponsive customer base, or when a PDA sale was a $700 event. We've been through some of the toughest changes in the industry - changes which shouldered those things which we take for granted today.

Like many companies before us, I think Verizon has forgotten how we all learned the business: from the old dogs. They could train us for months and we still wouldn't grasp the jo...
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Azeron

Mar 15, 2010, 2:21 AM
Epik, don't worry. This economy is about to come crumbling down in any case. We live in a service economy where few produce anything. Once the world realizes that the money being printed is worthless...it's going to get really interesting and not in a good way.

So make all the money you can while you still can, my friend.
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Cellenator

Mar 15, 2010, 10:30 AM
Geez OK Mr. Positive!
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cellphonesaretools

Mar 14, 2010, 11:57 PM
If the company has begun to be "chicken feces" toward its employees and customers, do yourself a HUGE favor, and get out while the getting is good.

Don't fool yourself by hanging on to what it used to be like. If executives & management have taken a turn and are indeed acting differently, in the multiple negative ways you describe, GET OUT.

If you hang around hoping, you will be (a) disappointed by them, followed by (b) disappointed in yourself.

As the military leaders always say "Hope is not a plan."
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Cellenator

Mar 15, 2010, 10:32 AM
Good jobs are not that easy to come by.
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cellphonesaretools

Mar 15, 2010, 10:43 PM
True. As a matter of fact, I said that same thing to myself for almost twenty years with a chicken-feces company. But the smart ones get out early, as soon as the handwriting first appears on the wall, rather than hang on hoping it will get better. Get the good jobs before the larger waves of exodus.

Jobs are indeed sometimes hard to come by, but wasting your best working years for a company you no longer respect, and a company that apparently doesn't respect you, is a far greater loss in the course of your life than would be a period of temporary unemployment.

Even if you don't find a better job and leave right away, anyone who is as disappointed as many of the VZ employees posting here should at least TRY to find better jobs with com...
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Wireless.O.G.

Mar 15, 2010, 1:50 PM
I do not work for Verizon, but I can assure you that as long as you are working in the sales channel for any publicly traded company we have the same stuff happening.

Paycuts all around, bottom line conscious policy changes, and the overall smack down of any free thinking the corporation thinks may poision the loyalty pool.

You arent alone. Do not quit Verizon though if you plan on staying in retail. Anyone who tells you their company is better is lieing or is too deep in the loyalty pool to know any better.

I know when they introduced our new year paycuts they prefaced it at my company with "we have some exciting news" that will "increase opportunity" and "leverage fair payouts" and other bullshit phrases to make us think anythi...
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epik

Mar 15, 2010, 10:39 PM
I honestly believe that everything Verizon has been doing for some time, and everything it's doing today, are part of a roadmap toward a more self-service oriented business.

Today, we found out that several hundred contract employees were told they'd be out of a job by the end of April. These are technical support people who work in the stores, but who are specialists who actually work for a company called Flextronics. Verizon appeared to be poised to replace them with customer service reps, but at a rate of about one for every two technical specialist. As far as I've heard, a moratorium on hiring people from Flextronics for 90 days will remain in effect, which pretty much means Verizon won't be hiring people already trained on device ...
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Menno

Mar 16, 2010, 2:29 PM
The really sad thing is they're going to keep trying to pay reps on commission when a greater portion of their time dealing with tech issues and customers complaining about bills.

This will drive out MOST of the competent people (and others will be fired for still forcing the company to pay them commissions by doing their jobs) and you'll have nothing more than order takers filling those positions.

So the corp stores will essentially turn into Accessory Kiosk and Customer support areas while everyone buys their phone online. (meaning they are MORE likely to require support after purchase since they don't know what they're doing with the device)

And the REALLY ironic this is that the customer won't notice it except to complain. They...
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