Voluntary Identification for those who wish to Participate
does anyone wish to identify themselves as such for curiosity sake?
and if you do- what department to you work in?
thirdly, does verizon have a retention dept?
if so, does anyone work in it?
my guess would be that they do.
check the info, companies spend huge $s to get customers, and with equipment subsidation they often don't see a net profit on an account for several months.
margins are not that high in the cell phone world.
att's profit margin is 8.5% of their revenue.
keeping your existing customers business is integral to modern business models.
both companies have less than half the curn of sprint
my wife and i used to have satelite TV, we called to cancel it to save money.
the retention department asked my wife why she wanted to cancel, and she told them
so the representive offered us a feature that normally costs money to pause our service and suspend the monthly charge, until we wanted it again.
and 3 months later we turned it back on.
now had we cancelled, we probably would have purchased a cheeper cable service when we were ready.
giving us a $10 feature gave them 9 more months of a $120 a month account that we kept open until we moved.
does that make fiscal sense to you?
1: Someone who got a BoGo deal on a phone three months ago and decides he wants another free phone and he will "cancel" if you don't give it to him. (this is a MINIMUM of a $200 loss)
2: Someone who got their 13 year old daughter a texting phone but didn't get a texting plan (or block texting) because she told precious not to text. So she ends up with a $300 bill, and wants it credited WITHOUT adding a texting plan or blocking texting (because she told precious not to text again) guess who is calling next month? and the month after that?
3. Someone is calling customer service for the 4 billionth time wondering why they can't get the droid for ...
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As Menno mentioned, your scenario isn't what comes into the stores and phone lines day in and day out. The majority of "I'm going to cancel" people are frustrated, and usually those frustrations are easily resolved. The remaining people are just trying to work the system - a system that doesn't...
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they continue being billed the full cost of the line and features right?
and you're right gaming could be an issue for retention departments.
but they're not structured to grant every complaining customers requests.
they have a set of sub policies that they follow. limitations and rules just like a standard customer service department. basically standard policies can be bent in certain circumstances. that doesn't fully prevent gaming but it prevents serious abuses.
Suspension can be done WITH or WITHOUT billing. If it is done with billing, you pay your normal bill - the line is merely suspended to prevent usage.
If it is done without billing, there is a $15 fee once the line is reconnected ($15 is better than paying the monthly in most cases). A suspension without billing is usually up to three months, however, a military suspension is as long as necessary. Even a $9.99 line at three months would be more than the $15 reconnect fee at the end of the three months.
If you've lost your phone, suspending without billing doesn't make much sense. Usually, this is...
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But I'll throw you a bone.
I don't work for verizon, I worked for a retailer for a time but I don't anymore. Now I'm just a customer
if we worked for verizon 😉
you've got a lot of pride in your brand.
I'm a big believer in you find the services that work in your area, and then choose the one that is the best value for you. For some people that is verizon, others it is sprint, and some it is att
Why not just say 'Menno, I want to know about you'? It would be less see-through than this is, lol...
I signed a 1 or 2 year contract isn't this build in the price of my contract? Also that is why we have these ETF charges. Basically we make monthly payments for the phone of our choosing, or did I miss something and all these wireless companies are some kind of government run entities and not private enterprises?
The phone prices are subsidised in trade for you signing a contractual agreement. For instance, the Samsung Moment (Normally $399.99 through the manufacturer) is subsidized $200.00 to bring it down to $199.99 at purchase (Also gets a MIR, but that's beside the point). So, the company pays $200.00 of the phone's cost for you, and in trade you agree to use their service for two years. Should you cancel, an early termination fee helps to recover what was lost by discounting the phone.
Most of all, what does this have to do with the thread? Your post has nothing to do with the conversation.
Aside from that, if you spend more than a week in the forum (not posting nonsense about technology), you'd pick up on who does and who does not work for Verizon.
Your posts are mostly a waste of time for those who frequent this forum. For me, however, your posts are whimsical and naive, like watching a child dress up in grown up clothes and pretend to have a job or cook dinner after work.
Amusing, indeed. But still a waste of time.
people have proven me wrong on different occasions.
i've learned a lot discussing things in here.
for the purposes of my job i need to have pride in my brand, even if that pride is not completely rooted in a fair assessment of my company or other companies. kind of like rooting for you sports team, it's not cause they're better people, it's cause they're your team.
so anyway, you being the other person who is was curious about...
it's not like i'm asking for your name and address.
do you work in a call center or a store?
or somewhere else?
Between all the smarmy remarks and outright calls for your public flogging, I think you just summed up the one thing that a lot of us here realize: you have to have some pride in your brand.
Even in small ways, a person working for a service-oriented company, whether it be for any type of store, customer care over the phone, or in the background, you have to have some sense of pride in your brand. In ways big and small, you're not selling cell phone service (or whatever), you're selling your personal brand - you as an individual. The company you're affiliated with has invested in YOUR b...
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This is unrelated to this thread, but since you work for Verizon I have a question for you,
what is your opinion about LG Chocolate 3, since me and my wife have this phone for about 2 years, and never had a problem with it, so I wonder why there were so many complains about above phone, is it because I got the latest software? I am just curious.
A couple things I often mention to customers: for every complaint you find online, I can probably dig up two or three people who were perfectly happy with the same model. No one walks into my store, hands me their phone, and tells me, "I want you to look at my phone because it's been perfectly fine." All I see in my store are the people with issues needing resolution.
Online, you do get some who will promote a model, but you're several times more likely to ready a negative review than a p...
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The confusion came from "Thanks anyway." Where I grew up, that was a sarcastic remark. Sometimes you just can't read inflection and intention, I guess.
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