Complaint Review: Verizon Wireless

I would like to briefly share my recent experience with Verizon...

I signed up for the Verizon Wireless National Access and Broadband Access Unlimited (Plan #53023) on May 13, 2004. I personally visited a corporate store in Atlanta to discuss my needs, being very clear to share with Verizon that I had wireless internet service for my laptop with EarthLink and was dissatisfied with the product for two reasons: (1) service was too slow, and (2) EarthLink as an organization was unprepared to provide support of the product. Since I require heavy use of internet and am frequently outside of my office but still inside the Metro-Atlanta area, I was looking for a better, faster solution in this location. I told Verizon that I had heard of a "new" Verizon wireless service for my laptop that offered "DSL speed".

Verizon "sold" me the National Access and Broadband Access Unlimited (#53023) product. I was informed by the Verizon representative that when I traveled outside Atlanta, I would be using the National Access service (40-60 Kbps) otherwise I would be getting Broadband Access speeds (300-500 Kbps) as long as there was a wireless signal. I have just learned that there is no Broadband Access in Atlanta only in Washington, D.C. and San Diego, CA! I was sold a product by Verizon that it can not offer to me at this time. I could have retained the EarthLink service that I already had established and at a much lower price!

I am really disappointed with Verizon. Perhaps it is a training issue within the Verizon organization but as a consumer and customer, what can I expect to believe from this organization? Verizon's internal problems should not impact the customer. Selling a service that can not be delivered to that customer is not ethical. (By the way, I had an associate go into a corporate store and they reported the exact same experience!!) I have yet received a response from Verizon Customer Service on my recent email to them. I would like to see Verizon do something other than send the "typical" email replacement of the old form letter. Actions speak much louder than words. I have not been able to find contact information for the Executive Leadership Team... I guess they do not want to hear from their customers.

I am taking the time to share team my experience wit other consumers. There is a rapidly changing climate and I predict that companies who have become large and lost touch with "individual experiences" will soon start seeing the impact of such arrogance and irresponsibility.

J
Atlanta, Georgia
U.S.A.