It's hard to imagine a more important service in you life: your phone. The number of people who now rely solely on their mobile phone has increased 10 fold in the past 5 years. But as phones get more complicated, constantly pushing the bleeding edge, they frequently experience issues. But this is just ridiculous.
In the past 18 months, my Motorola Q with Windows Mobile has had to be replaced 5 times because of issues. That's a shocking 3-4 months mean time between failure. That's crazy!! Every time I have had it replaced, it takes several hours at the Verizon store, plus shipping the new phone, plus shipping the old phone back and all the ancillary activity. Plus, the stores have to coordinate with the Verizon call center. All this must cost a tremendous amount. With slim margins, how can Verizon be making money here?
Maybe my experience is isolated. But according to the Verizon shop out in La Jolla, this is all too common.
They told me that I should get the Blackberry which works like a charm. Well, great. Let's replace it. They then proceeded to try to charge me $600. So after spending $500 on a phone that is a complete lemon, it's time to draw the line. I am calling Verizon tomorrow and demanding a different model or I am out. $100 bucks says it's an iPhone from AT & T and I want Verizon to know exactly why! I actually am looking forward to getting on the phone with them because I know it costs them $6.
I guess this is how you take your most valuable customers and turn them into enemies. If you offer high end products to the most demanding market segment and they are terrible, the tarnished reputation will follow you.
Hasta la vista, Motorola and Verizon.
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