Verizon Wireless, also known as “Verizon” to customers, is the largest provider of wireless telecommunications in the United States. They have over 123,000,000 subscribers, and have 2,330 store locations throughout the fifty states. Verizon Wireless has been in business since 2000. Verizon was originally a merger of Bell Atlantic and GTE, and over the last ten or so years, has picked up several smaller regional carriers to build the largest wireless network in the United States. Verizon also has a wide variety of products and services available to its clients. In addition to basic phones and smartphones, customers can purchase tablets, wireless Internet for their computer, as well as other products that can help customers access Verizon’s cloud to store photos, video clips and other media. Verizon is one of the few companies making it possible for customers to “integrate” their Internet devices and cloud media.
- Great phone options
- Affordable plan options
- Family plans
After reviewing Verizon's services, there are several quality components of their business model that should be pointed out. Verizon has the best selection of phones for their clients. They sell 26 different Android devices, meaning that the customer can choose a popular operating system and have plenty of different devices to try out. Verizon also has several models of the BlackBerry operating system. BlackBerry is still a popular phone device among many different business decision makers. There are also several Windows phones to choose from. Most providers do not offer the same options when it comes to BlackBerry and Windows operating systems.
For most contract carriers, they really "jack up" their data prices as you increase the number of gigabytes that you get per month. We found that the pricing for each service level did grow incrementally, but it was not an "exponential" curve as we found with other carriers such as US Cellular. The More EVERYTHING plan tops out at 100 GB, but the pricing is pretty affordable if you select this monthly option. It is also important to note that all plans included unlimited talk and text.
Verizon includes its overage fees in a clear, understandable language to keep their customers from being charged for services they did not realize were covered. The overage fees are also not outrageous. We found that 1-gigabyte plans and higher are subject to a $15 fee for each gigabyte of overage. It is also helpful that Verizon states the average use per Verizon customers. This is a helpful metric for when selecting a data plan.
Verizon also makes it easy to expand your plan to serve a family or a small business. Verizon's family plan is structured very clearly and the data plan price doesn't increase, you just pay slightly more for each individual line. If you purchase a 10 GB plan for your family (the recommended), it is going to be very easy to monitor this among all the lines that use the same data plan.
Lastly, Verizon provides texting features for billing. There are several different "texting" shortcuts that clients can use to check their bill status, inquire about their data usage, and even check one's status toward upgrade eligibility. This is truly one of the best text interfaces for checking on one's account in the industry.
- Customer issues
- Long wait times for customer service
- Terms and conditions are not clear
Since Verizon is one of the largest cell phone carriers in the world, it is only reasonable to expect that there will be unhappy customers. Most commonly, customers reported that they did not like the original phone that they received and had to wait for an extended period of time to get a credit so that they could move over to a new device.
From a customer service experience, there are customers who have experienced long wait times or failure to get their questions answered. There wasn't an easy-to-find email form to email a customer service representative. Their live chat feature was also somewhat clunky and slow. The site also made it somewhat difficult to understand the difference between the Everything MORE and Single Line plans.
Verizon is also not very clear when it comes to the smartphone versus iPhone device service line additions. The exact terms and conditions are not outlined clearly and Verizon made it look as if the customer had to get an iPhone as part of their More EVERYTHING contract. However, our experts have found that the customer could purchase a plan without an iPhone. Also, there is the addition of Verizon EDGE to some products. Prospective customers should look into that as well before enrolling in the service.
Another issue that current customers have had with Verizon was the paperless statement option. Verizon currently does not offer an incentive for the customer to change over to this option and customers said they didn't always receive their email on time. One customer didn't get their paperless statement and found that this caused them to get behind on their payments. Fortunately, the customer was credited back their late fees and was able to get their service going again. Verizon should make its paperless statements more customer-friendly and give its customers an incentive to use paperless billing.
Our experts found some non-contract carriers that gave their customers a discount if they set up an automatic payment. We felt that a contract solution with a similar premise would create less confusion for customers if they elected the paperless statement format.