My 2 year contract with Verizon wireless comes to an end at the end of this month. Last week I received a text message from Verizon saying that I’d receive a free month of service if I signed up for one more year. I’ve been happy with their service so I decided to make the call. Instead of making me speak with a CSR they could have extended my contract by allowing me to reply to the message or by going online.
So I called this morning and spoke with a women who gave me the run down on the offer. She was quick and to the point. When I agreed to extend another year she said, “I’m going to go away for a few minutes. When I do you’ll hear the details of this offer”. I said, “OK”, and then began nearly 3 minutes of legal speak and disclaimers and early termination fee descriptions and other stuff you’d typically find in the fine print.
When that finished, the women came back on the line and told me my service had been extended and she was happy I’d chosen to stay with Verizon.
I applaud Verizon for telling me about the details, fees, and restrictions of my plan. But I’m surprised they would be a customer on hold who is about to re-up his service worth at least $1500 over the next year. You might recall how difficult it can be to leave a car dealership. The sales people will do anything they can to keep you there as they understand the chances of you return is slim. I’m surprised Verizon would take a chance of putting a customer on hold to listen to all these warnings. I wonder how many customers just hang up and call back to cancel their service?
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