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Why I Am a Verizon Wireless Customer: An Example of Excellent Customer Service


VZWI've been a longtime Verizon Wireless customer, and I am very excited to hear the iPhone news because I will almost certainly upgrade when I have the opportunity. I got my first Verizon cell phone back in 1994 or 1995 when I was a sophomore in high school.

Over the years, I've had small issues with various phones and plans, but they were generally worked out in store or over the phone. In July of 2002, I had an issue with a LG flip phone. The store wasn't very helpful, nor was the customer service phone line. It would have cost roughly around the same amount of money to cancel my contract than to buy a new phone, and I was ready to switch carriers out of frustration.

It was late at night, and I was home from grad school for the summer break. I figured I would try and find a senior executive marketing contact at Verizon and hope for the best. I figured a marketer could relate to a marketing student and possible take pity. I did a bunch of email guessing and sent an email to the then Chief Marketing Officer, John Stratton at half → Read More

Verizon iPhone Domain Name Suffers Same Fate as at Go Daddy


Page Not Available

As news spreads of a presumed iPhone announcement from Verizon Wireless tomorrow, commentators have been discussing some related domain names that are now owned by Verizon. For instance, now appears to be owned by Verizon. The company  fiercely  defends it's trademarks, so this is no surprise to me.

Perhaps the best iPhone / Verizon domain name would be, which does not appear to be owned by either Apple or Verizon Wireless. Instead, it appears to be registered to a California resident and registered with Go Daddy.

According to a historical snapshot available on DomainTools, the domain name appears to have previously had a standard Godaddy landing page, which generally contains pay per click links.

However, the landing page seems to have suffered the same fate as that of the domain name. Instead of a PPC-filed lander, there is a graphic that says, "Sorry! This site is not currently available." I don't know if there is a way to tell if Go Daddy intentionally isn't → Read More

Verizon Wireless Story with Two Lessons


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