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Verizon Wireless Story with Two Lessons

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VerizonThis is one of my favorite stories I like to share with friends, and there are two takeaways from it. I've been a Verizon Wireless customer since 1994 or 1995. For years, I would never say I was a happy customer, but I was always fairly satisfied with the customer support and phone service I received.   I had phone issues from time to time, and I hated waiting on line for tech support in-store, but there was nothing really major.

Sometime around 2002, I had major issues with a new LG phone, and I knew a couple of friends who had similar issues. For whatever reason, the local stores wouldn't take it back, and I was going to have to buy a new phone, in the middle of my contract, meaning I would have to pay full price. I was irritated and angry. I couldn't understand why Verizon wouldn't take care of a long-time customer, and I was frustrated that I would have to pay a few hundred dollars for a new phone (a lot of money for a grad student), or pay to cancel my contract and switch providers.

Using my search engine skills, I spent → Read More