fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3
1 edit | reply to fAcEtIOUs
Re: FCC went too far on this I think Can't agree with you on this one, my friend.
"...but Verizon argued that it was a perfectly legitimate way to provide customers with information about their options."
Verizon have every day to provide customers with information about their options. Many companies only want to send information when it's a benefit to the company. The competitor is out there every day doing the same thing. Why does verizon want a free pass around the rules and only counter office when a customer either 1) gets a better offer, or 2) wants to leave over poor service? Same applies to cable.
Companies should reach out more often to their customers by providing information about their choices.
The bottom line is this: Consumers leave for a few reasons. 1) Tired of poor service. 2) Price. 3) Changing technologies.
When it comes to poor service, they need to ALL improve. Keep the customer happy, they will stay, often no matter the price. Customer service is still king, no matter what people say. These days, most companies provide less than par service and the consumer is always looking for a company that treats their customers well.
When it comes to price, this is the one that gets me most. Cable has a long way to go on their video price. I understand it's hard because they simply resell a product and must maintain a plant. They got it with telephone though. Telco, on the other hand, can't price telephone service to save their life. Consumer know this and are willing to bail on price - Telco has long raped the customer and needs to wake up.
When it comes to technology.. younger people want mobility more and more these days.. in fact, a lot of people do.. BOTH providers need to come up wtih a cost effective way to give consumers both.
Providers on both sides have the opportunity to take care of their customer. Many customers have already been in touch with the provider PRIOR to making a change. During that call, it's most likely that the losing provider failed in their chance.
Trust you me, if I called cable to put in a change order, I meant it; same in return. In all honesty, the other day, I called to have Qwest take over my phone lines from Comcast CDV... I now remember WHY I couldn't wait to take my voice service AWAY from them in the first place. Talk about a living hell..
If Qwest, for example, were to call me in the middle of a number port, that rep would CERTAINLY know that the call was a mistake.
Moral is.. if Verizon was taking care of their customers, they wouldn't have to worry about winning them back. They also haven't shown/proved by any doubt that they are honest and responsible when it comes to contacting the customer. Way too many delayed ports says the FCC got this right. If verizon were to want to call me.. really.. it's their mistake.. but don't they DARE interfere with MY decision to leave and delay me by a minute. |
