1. Feb 26th, 2006

    Don’t tempt your customers to switch or What Verizon did wrong

    I’m not happy with my cell phone. I bought a Motorolla V710, knowing it sucks, but it was the first Verizon phone with bluetooth. I expected little, and was pleasently surprised. The reception is great, the headest works well, and the phone is decent. It’s good enough.

    Until recently. It developed a slight aversion to the charger, I have to make it stand on its head in order to charge, and sometimes it will stop before fully charging. I tried it with four chargers, it’s definitely a problem with the phone. Because the battery dies often, the battery life is now shorter. Add to that, the cheap plastic cover is falling out.

    I can get Verizon to replace. Or I can upgrade to a better phone. I’d rather upgrade to a RAZR.

    So I looked at the Verizon Web site and they do have some decent deals. But they want a 2 year contract. I don’t do 2 year contracts.

    If I could replace the phone for a reasonable price, I would, and I’d stick with Verizon. Why switch if the service works? But if I need to consider a 2 year contract, or a hefty price tag … that’s a commitment. Plan pricing, usage rates, features, all of that will change ten times before the 2 years are over. It’s a serious decision. I start to wonder what Cingular will be offerring in that time frame. Or what about T-Mobile?

    What just happened?

    In their infinite wisdom, Verizon just asked me to consider switching carriers. They’re not making it easy for me to just stick around, keep rolling with their service. They want me to make a decision, which means I need to consider the competition. I need to re-evaluate if I want to stick with Verizon. That 2-year contract they want me to sign, there’s a 50% change it will cause me to switch to someone else.

    If you’re offering a service or selling a product, here’s a lesson for you.

    Customers stick if you meet their needs, but also out of interia. They don’t switch because switching has a cost. Unless switching is as easy as sticking around. If you force them to re-evaluate your offerring, you’re losing any momentum you have. You’re creating an opportunity to switch.

    And no matter what drew them to your service/product to begin with, when it’s time to consider switching, you’re no longer as attractive as you think. They know all your flaws by experience. They’re courted by the competition. And they’re a bit resentful of the work they have to do to just stick around.

    Learn from Verizon, don’t repeat their mistakes.

    Posted by Assaf Filed in general

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    1. Feb 26th, 2006

      flamingbore

      They seem to be trying to drive customers away right now. I have a Family Share plan with them and no longer need the second line. But it’s under contract. My main line isn’t any longer. They won’t let me just ditch the $10 additional line and renew my main line contract. But I can cancel the whole kit & kaboodle and be done with them without any penalties and go somewhere else. I can even take my number. Stupid, stupid, stupid.

    2. Mar 1st, 2006

      pink

      hey i just happened upon your site to update a wordpress plug and saw this post. i am with verizon. over a year now and very happy with them. i used to be with sprint. and their service sucks where i live. anyway, i had similar problems with the v710. i went into a verizon store told them and they gave me a new charger. when that didn’t work and i had to go back, they tested it right there both the battery and the charger. turned out to be something with the phone. so they gave me a e815 even trade. no extra $$, no extra contract committment. i was surprised when i read your problems with them. try going in and talking to an actual person. they were superb with me. hope this helps.

    3. Mar 1st, 2006

      Assaf

      Thanks for the advise.

      I used Sprint before for years, until they told me that if I don’t sign for a plan (months after my contract expired) they will raise the price on my existing plan. I switched to Verizon the same week.

      The last time I had a problem with the V710, Verizon had me go to two stores to verify it really is a problem with my phone, and then asked me if I really need it fixed.

      Yes I do.

      I’m sticking with Verizon for one reason: EVDO. But only after spending a few hours researching what people have to say about other companies, and comparing prices and options. They just risked losing me as customer, and I don’t understand why they think it makes sense.

    4. Mar 10th, 2006

      Anna

      Hey there, somehow google sent me to your site when I was searching for v710 manual info (regarding the built-in mp3 player… which apparantly motorolla has disclaimed as an illegitemate love child and therefore I can’t find ANY documentation on, except for when they mention it in passing at family Christmas dinners “oh the mp3 player? ya he’s in his 8th year of high school….”) anyway, if you have any idea how to get songs to play in order, without having to TELL the phone by pushing buttons that you want it to automatically start the next song on the memory card, you would rock my world… feel free to email, as I may never find this blog again :S …. Thanks!
      And anything else you know how to do with it… Motorolla sucks, but hey at least it does SOMETHING worth getting the phone for free…

      Anna G.

    5. Mar 13th, 2006

      Assaf

      As far as I know, V710 can play MP3s, but they don’t want you to use it as an MP3 player. So the interface is crippled.

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