Comments on: Does Verizon Think Corralling Their Customers Works? http://ejschmidt.com/blog/does-verizon-think-corralling-their-customers-works/ Business + Information Architecture + Technology Wed, 07 Jan 2009 02:28:06 +0000 http://wordpress.org/?v=2.5.1 By: cellmaker http://ejschmidt.com/blog/does-verizon-think-corralling-their-customers-works/#comment-22 cellmaker Thu, 17 Jul 2008 02:29:10 +0000 http://ejschmidt.com/blog/?p=18#comment-22 Indeed, Verizon does not seem to understand its customers or know how to keep them. Here in DC I waited for FIOS for something between 2 and 3 years. It never arrived, and the evidence of value for money was quickly stacking in Comcast's favor. Verizon, even though it should have registered that I wanted better service (I repeatedly put my number in for FIOS availability notification), never approached me either with lower service cost or increased value for money. Last week I took the plunge and ordered new cable broadband and phone service.. As part of the changeover I chose a new VOIP phone service, which transferred my phone number. Today I received a note from Verizon: <b>The discount for your Verizon Online Broadband service will no longer apply because you've dropped Verizon local telephone service.</b> Yes, rather than try to keep me as a customer, they punish me instead. I'd already decided to cancel DSL in favor of cable. Now I'm considering dropping my cellphone service with them, as this seems an appropriate response. Indeed, Verizon does not seem to understand its customers or know how to keep them.

Here in DC I waited for FIOS for something between 2 and 3 years. It never arrived, and the evidence of value for money was quickly stacking in Comcast’s favor. Verizon, even though it should have registered that I wanted better service (I repeatedly put my number in for FIOS availability notification), never approached me either with lower service cost or increased value for money. Last week I took the plunge and ordered new cable broadband and phone service..

As part of the changeover I chose a new VOIP phone service, which transferred my phone number. Today I received a note from Verizon:

The discount for your Verizon Online Broadband service will no longer apply because you’ve dropped Verizon local telephone service.

Yes, rather than try to keep me as a customer, they punish me instead. I’d already decided to cancel DSL in favor of cable. Now I’m considering dropping my cellphone service with them, as this seems an appropriate response.

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