After receiving no support from agents at the Verizon Wireless store or by agents on the phone, I decided to write them and make it an open letter. It’s no secret that Verizon has a great network, but it’s also no secret that their phone selection stinks. I don’t want to leave them and am hoping that whatever little bad press I can cause will encourage them to resolve the issue. If not, I’m tapping out. For 3 years I have hated my phone and loved their network. I’m ready to feel mediocre about both. Here it goes:
I am currently without a phone and would appreciate a speedy reply.
I have been a Verizon Wireless customer for over 5 years and my monthly bill easily averages over $200 during that time frame. While I love your network, I have been completely unsatisfied by your selection of phones. It is a stretch to say that my last phone worked—it had a feature called a battery that allowed me to switch from the car charger to my office charger without dying. And I waited—under duress—until I was allowed to purchase a new phone with the discount.
My current phone has a wonderful battery life, but this is the 4th time the charger has snapped off in the phone. The phone is fine, but I keep paying $30 for new chargers. I refuse to purchase another or wait until February when I will be eligible for a new phone. You sold a phone with a design flaw, and I’m not even asking for a refund or a free phone. Just allow me to take a chance on a new one at the 2 year contract renewal rate.
If not, I will gladly pay the early termination fee and leave Verizon. On general principle, I will spend more money canceling my account with you than I would likely receive as a discount on a new phone. As a customer, I consider it unacceptable that you sell inferior phones and leave me with no recourse.
The first time I waited haplessly to become eligible for a new phone. I will not suffer a second time. If you don’t like the fact that you will end up losing money by allowing me to purchase a new phone early, I suggest you take it up your vendors who supply you with awful products. I can promise you that we will both lose more money if you don’t.
Sincerely,
Eric Marvets