Your response isn’t unexpected, but I was referring to my 3G cap of 10Gb.
Does Verizon have an executive escalation team? My experience has been that even the largest companies will break-dance on their head naked if you attract the right attention from the right people. Take my relationship with Dell as an object lesson, Verizon. There came a day when I was unable to get the service performance I needed to continue functioning; the call center in Outer Mongolia simply wasn’t up to the task. I threw a “hail Mary” and sent a publicly-posted email to Dell’s ELT, as they call it. Within hours, several large tuna, with “DELL” stenciled on their sides, were swimming outside my door chanting, “how may we help you, Mr. Royall?” These days, I have my own Dell rep. looking after my needs. I tell her when something breaks, and a contract tech is here with parts within a day. That service level is at least as high as when I was with Shell, if not slightly better. That’s something I think Verizon needs to think hard about.
In essence, Verizon’s position is simpler. There’s really no hardware support so all you need do is prevent your arbitrary caps from interfering with my making you look great. When I am out in public in my wheelchair depending on your service, people certainly see what I’m doing. The faster things go, the better Verizon looks. That’s what I meant when I said I am a rolling Verizon ad. I speak my own mind, but your hardware and service have ample chances to demonstrate themselves through actual usage.
On the other hand, I cannot see how Verizon interests are served by inhibiting a disabled person from using your service to meet his needs at a reasonable price. Just the public discussion alone would not benefit your public relations. Whether it’s acknowledged or not, public perception of cellular service providers is not good. Any good PR would seem beneficial.
We all know that your billing system is much more flexible than is acknowledged. What’s needed is just an authoritative decision-maker who recognizes that being flexible can be in Verizon’s own interests. Brad, I do ask that you either escalate this email, or tell me how to.
From: Stinson, Brad [mailto:Brad.Stinson@VerizonWireless.com]
Sent: Wednesday, April 25, 2012 15:42
Subject: RE: 4G?
Why do you want me to deliver the bad news.
Hate to say the new plans are 5gb for $50 and 10gb for $80. Each gb over is $10. There is not a way to keep the old unlimited plan on 4g.
I do love that you are great Verizon advocate. Hope you’re doing well.
From: Scott Royall [mailto:royall]
Sent: Tuesday, April 24, 2012 5:53 PM
To: Stinson, Brad
What would happen to my legendary 10Gb 3G cap if I upgraded 281-723-6283 to 4G? Let’s see if we can’t get this done right since I’m basically a free rolling ad for Verizon.