Below the Verizon
Jun 04 2009
Moving back to the States has led to some surprises over developments that took place while we were overseas — cultural, changes in cities due to growth, business practices, and more (we never got the memo on these changes). The last item, for instance, includes such intrigue as to why Detroit spend the last few years building a better Hummer while Japan spent the years building a better Prius.
More recent (and personal) has been our experience with cell service. We have a mobile Internet account with Verizon so we can access the Internet on the road through their USB modem. When we set this account up in September along with our cell phone service, I was curious then over the lack of choices between AT&T and Verizon, as well as between the retail outlets that sold Verizon and AT&T.
For instance, the retail outlets selling AT&T and Verizon programs (I stopped at Radio Shack, a Verizon store, the BX concessionaire, and Best Buy) all offered the same program — and none could explain to me why I should buy the service from them over their competitor (usually located in the same mall). I was looking for anything — a better phone, no connection fee, a cheaper monthly rate: anything to give me a reason why that outlet should get my business. There were no offers. Where was the land of capitalism and consumer choice?
Now, up to today: I stopped in the Verizon store to see about an upgraded USB modem. Mine isn’t so effective, so I was interested in paying for a better model. I explained my dilemma to a store rep. In the end, I could sign up for 2 more years of service and receive the modem for $50; or, buy the modem with no agreement for over $200! I was willing to pay $50 for an upgraded modem, but not $200! The same goes with a phone. I’d happily pay $50 or so for a better phone than the free one I got when I signed up for service that crackles more than Rice Krispies. But this isn’t possible.
Maybe I’m missing something, but it seems that there is an opportunity for more sales here for Verizon or AT&T. I can’t help but think that I’m not the only one who would upgrade. Instead, I guess these two providers believe they can rope customers into longer contracts in order to upgrade a phone or USB modem. I’m just surprised at the lack of customer service innovation in the US.
Oh well, on with the journey and limited communications.
