From Sprint to 360 to Alltel to Verizon - I've seen it all
Written: Feb 04 '01
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Pros: Professional Image, Wide area access
Cons: Very new to my area, still glitches in the system
The Bottom Line: My coverage area is very adequate, and I have many options for wider coverage if I need to. The people have been friendly and courteous. Long wait times lately.
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| peachjam's Full Review: General Reviews of Verizon Customer Service |
I started using cellular services over 4 years ago, and over that time I've seen a lot of changes on the "B" band. All the while Cellular One has dominated the "A" band. Competition is good for pricing, but terrible for corporate takeovers and mergers. As the name on my Cellular Bills has changes nearly once a year, I've seen what spice can be added to my life through variety.
Why the "B" band?
Many people aren't aware that there are only two options when it comes to cellular service - There's the A band and the B band, as they are called. Cellular One has dominated the A band service across most of the United States for Years, and the B band has been pieced together by a conglomeration of local, independent companies. Among these are the companies I listed in my title for Western Pennsylvania. Recently, with the advent of "national coverage" plans, the landscape for service has blurred somewhat, but the A/B division still exists.
After watching pricing over the years, I have ALWAYS found a better price in my area with the B band, no matter who happened to own the cellular provider at the time. I have been a very unfaithful customer from a pricing stance. I would have jumped to Cellular One in a moments notice if their price had been attractive, but their stance as the "AT&T" of cellular service gives them the smug feeling of staying just above the rock bottom best price.
Does being on the trailing edge mean sacrifice?
Hmm. Good question. If by sacrifice, you mean paying more than you should, no. Being on the B band has always been less expensive for me than my companions on the A band (believe me, I keep checking). But sometimes money isn't everything. What about service and support? Here is where some people may look past price and move to the big "One" (as in Cellular One or another national company). Over the years, Cellular One has generally offered better coast-to-coast roaming service and rates. The B band companies have to cooperate with one another, and often you would find pockets of areas across the US with higher than normal roaming rates. Recently, with the advent of "Digital" service this distinction again is becoming blurred.
So quit beating around the bush and tell us how you like Verizon Customer Service...
OK. I thought I should give you some background to let you know that I've dealt with customer service from a lot of different companies. Verizon is on the new side. They took over my Alltel area this year, and the transition has been painful for the customer (and probably the Service reps too). To begin with, dialing the standard *611 from my cell phone would reach Alltel instead of Verizon (up until Feb. 3). This meant giving Alltel my cell number, then having them transfer me to Kentucky to talk to Verizon, where I would have to go through the customary menus and give them my cell number again. Quite a pain, especially when you are in a hurry.
Once in contact with Verizon I have found the reps to be very knowledgeable, and if not, at least willing to find out what I need to know. As I mentioned in my review of the Qualcomm 860 phone, my Verizon reps were willing to investigate my battery problems and come with a great solution - a free add-on battery.
Another support call involved solving a "roaming light" problem on my phone. Turns out my phone was programmed for Eastern PA instead of Western PA when I received it by mail (One downfall of not having a local Verizon store in my area). The rep. was able to walk me through re-programming my cell phone over the phone.
Numerous calls with questions about billing, services, etc. have all been courteous, although sometimes with a significant wait to get on line.
Major transitions are happening in Eastern PA right now.
Verizon wireless is in the midst of transferring towers from the Alltel system to the Verizon system. This means reprogramming phones again. A nice plus was the gift of free 30 minutes to be used anytime over the next year for the trouble of reprogramming your phone.
Another transition is the move to digital. Can you believe we are still stuck with analog service here in 'rural' eastern PA? Yep. It's the trailing edge all right. Cellular One has been digital for some time in our area. I still stuck with Verizon with the promise that digital would be coming by the year 2001. Well 2001 is here and moving, with still no digital. Pockets of population, like Erie, PA are now digital with Verizon, but an hour south is still analog. I'm told in the next few months we should be digital. I can't wait. Reception, quality, and advanced features like email will have to wait for the digital revolution to come drifting in.
A big complaint
If there is anything that I'm very frustrated with in my experience with Verizon, it is the false impression that I got (a lie maybe???) that I would have digital service by now. I don't think the Sales Rep was intentionally lying, but the transition date is way behind. I'll chalk it up to red tape. And I can bear it with the gift I received of the "free battery" (worth $80). I am assuming the wait will be worth it in the long run.
The bottom Line
The bottom line is... I like Verizon. I have roamed to Minnesota, Illinois, and a few places in between and found my service to be great. My coverage area is very adequate, and I have many options for wider coverage if I need to. The people have been friendly and courteous. Wait times have been a bit long lately (20 minutes on hold two days ago), but I can understand with all the transitions lately.
If you're in doubt, go ahead. I believe Verizon will have you covered.
Recommended:
Yes
Amount Paid (US$): $35
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Epinions.com ID:
peachjam
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 - Top 1000 |
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Member: Troy Funte
Location: Titusville, PA
Reviews written: 84
Trusted by: 112 members
About Me:
I'm a family man, which actually keeps me off epinions more than I would like.
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