RE: Letter to Verizon Wireless

This is follow-up for the letter to Verizon Wireless that I wrote yesterday.

For the follow-up to these letters, see this entry.

The letter submission was successful, and I want to share the response I got back today with you.  I have edited the customer service member’s name out, as well as my own (just for fun, I’m sure most of you know it, I haven’t exactly tried to hide it from you).  Here’s the letter from Verizon, with my response immediately following it:

Dear [Mediocre Renaissance Man],

My name is [Service Dude], and I?ll be happy to assist you with your equipment questions today.

I am unable to provide information regarding which equipment is being considered or approximate release dates, as this may raise expectations that may not be met.

Although we do not have the handset you are looking for at this time, I invite you to view our current phone selection as a possible alternative.  To view available equipment, please click on the following link, which will direct you the “Products” page of our website:

http://www.verizonwireless.com/products

You may also receive free e-mail updates as to when new products and services are available.  To receive your free e-mail update please click on the following link, to view the “E-mail Updates” page of our website:

http://email.vzwshop.com/servlet/website/ResponseForm?OSPEJNlmhtLk_.2ef

There are several wireless phones being tested for functionality and reliability with our network.  Verizon Wireless will not offer a product or service unless it meets the high standards our customers have come to expect.  Verizon Wireless is constantly improving the services, features, and wireless phones we offer to our customers for their communication needs.

[Mediocre Renaissance Man], I hope this information has been helpful.  We value your business and appreciate the opportunity to continue as your wireless service provider. Thank you for using Verizon Wireless products and services. Should you have additional questions or concerns, please reply to this e-mail.

Sincerely,

[Service Dude]

Verizon Wireless

Customer Service

Here’s what I had to say to that:

[Service Dude],

Thank you for your timely response.  I fear you have understood my inquiry well, but somehow managed to pretend you missed the point.

I am familiar enough with Verizon’s complete lineup of handsets and I am not interested in any of them (I currently have the Samsung SCH-U620 and am not displeased with it).  I am not looking for just another handset.  I am looking for an Android handset.  Like I said in my initial communication, this is something of such a great importance to me that I am considering switching service providers unless I receive some indication that I will not have to wait long to get an Android phone on the Verizon network.

I do somewhat appreciate your vague statement about “several wireless phones being tested for functionality and reliability with [y]our network,” but I am afraid it does not provide enough of an assurance that an Android phone will be available to me soon.

I am sure you understand my position as a customer.  Having worked in customer service many years myself, one of the greatest customer service philosophies I came to understand is that loyal customers are the most important foundation on which a business should maintain itself.  If you begin to lose longtime, loyal customers, you hurt your business almost irreparably.

I hope that Verizon will announce something soon that will answer my question.  I will be moving away from my current home in California within the next few months, and when I get to my new home (even if my contract is not yet expired with Verizon Wireless) I will begin researching T-Mobile’s service in my area.  I am sure I am not the only Verizon customer with such plans.  The only way Verizon will be able to retain my business is if concrete plans to release an Android phone are revealed before I move.

I understand that I am just one customer among many hundreds of thousands on the Verizon network, and my changing networks will not ultimately hurt business for the company.  I am not trying to make threats.  I am simply pointing out the fact that good, valuable customers (like myself) are walking away from your company simply because of your inaction.  All it would take is one press release (dated 2008, last year’s press release is not enough) to assure Verizon customers that an Android phone is coming soon, and many customers would be retained.

Sincerely,

[Mediocre Renaissance Man]

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