Did Verizon favor new subscribers during DROID X launch?
This article contains unofficial information.
Verizon spokeswoman Brenda Raney says that Verizon does not favor new customers over existing ones. "Our policy is to sell all our phones on a first-come, first-serve basis." She mentioned that Verizon, like AT&T did for the iPhone 4 launch, was allowing all customers who are eligible for an upgrade anytime in 2010 to take advantage of the subsidized contract price for the DROID X. She added, "Clearly we wanted to provide a path for existing customers to get this phone." The analysts say that their research shows something different. Mr. McKechnie called 20 Verizon stores in major cities and most of them were sold out of the phone. In some situations, the rep asked if the caller was an existing Verizon customer, in which case the employee would simply say that the DROID X was sold out. If the same caller answered that he was switching from another carrier, the store was more interested in helping the caller find the device.
Mr. Chowdry said in a July 19th note to clients that while making calls to Verizon stores, he was told that the DROID X was sold out if he said that he already was a Verizon customer. When he suggested that he would be switching to Big Red from another carrier, the stores would say that they had one or two phones held aside for people joining Verizon from other carriers. The analyst says that 8% to 10% of Verizon's inventory was held aside for new Verizon customers while smaller stores held aside 1 to 5 units. He estimates that Verizon sold 275,000 to 300,000 DROID X models in the first three days of launch with 2% being sold to those leaving other carriers for Verizon. By last Sunday, those stores he called each had waiting lists of 50 to 75 names. Those on the list will probably get their handset in early August.
Motorola DROID X Specifications | Review
1. RORYREVOLUTION (Posts: 2939; Member since: 12 Jan 2010)
Other carriers don't play favorites eh? Didn't t mobile offer the hd2 only to new customers and not existing customers for a while due to low stock? I had no problems getting my droid x and i've had verizon since the samsung glyde came out.
6. skainer (Posts: 20; Member since: 16 Jul 2010)
I'm glad you got your Droid X, I have worked for VZW for 7 years and they have always played favorites when new phones come out. Our managers tell us to save the phones for new customers only and to tell current customers to order online because we are "sold out". It's bad business and I hope it bites them in the ass someday soon!
8. CRICKETownz (Posts: 980; Member since: 24 Oct 2009)
@skainer - sounds like this was a bad decision for the managers of your particular store. Customer retention is just as important as growth from a company standpoint and a commission standpoint. Out of the shipment we received more than half were held for customers upgrading, not new lines.
10. skainer (Posts: 20; Member since: 16 Jul 2010)
@CRICKETownz - I wish it was just my store, however like I said I have worked for VZW for 7 years. I have worked from eight different locations in Southern California and I have worked in 5 different districts and all of them have been the same. Plus I have met many people from different states and they say they do the same thing. Verizon has gone from caring about the individual customer to sell and gain new customers at all costs. The problem with this kind of mentality is eventually they will alienate their base of 92 million customers. I have watched them grow more and more arrogant over the past 7 years and it is sad to watch a once great company be consumed by greed.
13. WKlingbeil (Posts: 215; Member since: 26 Dec 2008)
@Cricket - Skainer's situation is far more common than yours in most store situation. I've worked for a couple wireless companies and VZW was by far the shadiest. The company's policy may not necessarily have been to reserve the phones for new customers but I guarantee if they found out those managers did this there would be no consequences. VZW just doesn't believe in holding stores accountable. The other 2 wireless carriers I've worked for actually make people pay for their mistakes, which is much more reasonable. For instance, when the 5GB for BBA cards premiered a vast majority of store reps were telling customers it was still unlimited and there was no way people could exceed that cap (granted, they were told by upper management to say this, but upper management didn't get any punishment either). Well, that sure was a funny store when customers called in with $70,000 bills because of excessive overages. The VP of the NE area was getting over $1 million in credits everyday because of course who has to pick up after certain irresponsible stores (not saying every store is like that)? Customer service, so instead of holding those reps accountable (even if upper management tells you that, commons sense would tell you 5GB really isn't that much data) they come out with Broadband Mitigation. Basically, crediting customers their overages and giving them a 3 month grace period in which they could exceed their overages without penalty. Would that happen at Sprint? I highly doubt it, they would bust some tail at the store level. Would that happen at T-Mobile? I doubt that too, because they sure hate having to give credits. I've never worked for AT&T, but from what I understand they're already hardcore with their store reps as it is, firing people if they're not meeting their outrageous quotas.
14. jherz6 (Posts: 215; Member since: 23 May 2008)
You buddy are f o s. I have been a Verizon customer since they were Airtouch, and I have rarely waited for a new every two to upgrade. Verizon has not and does not play favorites in the selling of there devices newly released or otherwise. If you really work for Verizon which I doubt you should be ashamed to lie like this.
17. iheartblueberry (Posts: 78; Member since: 26 Apr 2010)
Your manager should be fired for that and you should be fired for devulging that information. I have worked for Verizon for many years also and that is not how we are supposed to do business. Your store needs to be cleaned out.
22. maverick2020 (Posts: 1; Member since: 25 Jul 2010)
I wish it was just managers though. In my area here it is the District Manager who told stores to do this. We did it for the Incredible as well. I was looked down upon when I DOA'd a defective handset the first day and used one of the phones they had set aside for anyone coming in to get new service.
26. skainer (Posts: 20; Member since: 16 Jul 2010)
@ iheartblueberry - why in the world should I be fired for telling people how shady Verizon is in my area. I am doing a public service, my district managers are shady, my regional managers are shady, even the reps in my store that get caught lying to customers about the "free aircard" when they end up getting a 59.99 monthly bill are praised and rewarded with trips to Hawaii for growing the business. The entire business culture is greed and the only way something like that changes is buy alerting the public to it. @jherz - Sadly I am not lying. You want to hear the best part of what my district managers told us to do. They required us to go onto yelp and post fake comments on how great Verizon and how great our store was specifically to try and get more customers to come in. I have been there long enough to go through 5 District managers and they have all been the same. Dishonest and shady. I am ashamed of how far this once great company has fallen. I hope they can restructure there business and go back to they way they were in the Airtouch days you spoke of. I sold Airtouch back in 1999 and they were a great company.
27. skainer (Posts: 20; Member since: 16 Jul 2010)
Also if you read my post it wasn't just one store it has been more than 8 and all of them from store mangers to upper management have been shady. I feel people have the right to know how Verizon is doing business in my area.
35. skainer (Posts: 20; Member since: 16 Jul 2010)
See thats the crap i am talking about. You did the right thing by helping your customer!
40. strack1 (Posts: 1; Member since: 25 Jul 2010)
To your comment your store mustve been doing really bad in new acts if your manager had to pull something like that cause we are told to push new phones for new acts but they dont tell us to only give it to only new customers and all carriers im sure do the same.
43. iheartblueberry (Posts: 78; Member since: 26 Apr 2010)
because you are biting the hand that feeds you. if you dont like your district due to the fact that they are apparently mistreating exiting customers you need to bring that to your human resources department and or transfer to a different district. NOT by venting about the company you work for on phonarena. There are thousands of people that would die to have your job. I will tell you this right now, my district that i work in Does NOT practice these "shady" tactics. When the Droid X launched I sold one to a new customer, then i exchanged a Moto Droid for and X and also processed an upgrade in the first hour. Not one single person was discriminated against.
45. skainer (Posts: 20; Member since: 16 Jul 2010)
LOL... really did you just tell me to report that to the Human Resources of VZW? I have seen fellow employees do that and guess what there either not employed anymore or they are blacklisted from ever moving up in the company. I have been in 5 different districts and they all practice this same method. And by you saying there are thousands of people that would like to have my job, you just enabled Verizon's behavior. They hang that over our heads now, we can replace at any given moment. That is not a just reason to treat employees or customer unfairly. And yes venting like this does get people to change they way they act, why do you think people protest? Just for the fun of it? No, it is to get results. i am glad to hear your district does not operate this way though.
60. Sniggly (Posts: 6761; Member since: 05 Dec 2009)
"even the reps in my store that get caught lying to customers about the "free aircard" when they end up getting a 59.99 monthly bill are praised and rewarded with trips to Hawaii for growing the business." Probably because anyone who expects that a "free aircard" means there's not going to be a monthly bill is a complete idiot anyway. And a cheapskate. Anyway, Skainer, that's why I'm glad I work for a third party chain. Even though we get paid way more in commission for new lines of service, we don't hold phones for anyone unless they've paid a deposit on it first. Verizon's not a bad company; in fact, I've never seen one that's so open and ironclad in its policies and procedures. Of course, sometimes that backfires when there's little you can do for a customer in a weird situation, because you have to follow policy. But hey, never had to deal with your situation. But trips to Hawaii? Hell, I'll take your job and tell peeps about free aircards all day long.
65. PapaJay224 (Posts: 866; Member since: 08 Feb 2009)
Skainer is obviously the one that "tipped off" phone arena and now hes prowling around making sure everyone is convinced Verizon is the devil. Get back in the unemployment line buddy, loyal VZ people in here.
70. zerovampire311 (Posts: 42; Member since: 22 Jun 2009)
I'm a loyal VZ fan as well, and work for an Authorized Retailer. Skainer is telling the blatant truth. While it may not extend to all districts, but we as an authorized retailer were told to provide a list of NEW customers only, and that's how many Droid Xs we were given. Even now, they'll send us Xs for new lines, and not upgrades, despite a growing list of agitated customers that want their phones. How do you think VZW pulled that major article about having more "new" customers this quarter? The thing in dealing with Verizon is that it entirely depends on luck it seems for how we you're treated. I've had customers with hundreds of dollars in overage get everything cleared up, while customers with thousands stuck with the bill. I've seen people get brand new phones for some inconveniences, while customers who deal with ^&(* like-new replacements get the shaft. And it's not just VZW, I've sold phones for AT&T and T-Mo, and it's the same deal. It sucks, but that's just how it is.
79. Cali_E (Posts: 196; Member since: 24 Sep 2008)
at least half of our 20 X's were sold to existing customers as upgrades, i work in southern cali and i really dont know where this skainer guy is coming from, verizon is hellbent on RETENTION, and if he had ever gone to one of our all hands meetings with Luis Cruz he would know this. Skainer! you should listen to what everyone is telling you, if you hate verizon that much and you feel that you and the customer are getting snuffed then go somewhere else! just dont go to another cell phone company cause you will realize how crappy all the other companies treat they're customers.
80. Cali_E (Posts: 196; Member since: 24 Sep 2008)
@zero, dude you should keep your thoughts to yourself. you are stupid if you think verizon has anything to do with YOUR company only selling their stock to new customers. that has nothing to do with Verizon. Whatever indirect dealership u work for is implimenting that which is wrong and if you brought that to your Verizon reps attention, heads would roll. Your company has a contract to sell our service and thats it, you do not represent Verizon in any other way.
86. zerovampire311 (Posts: 42; Member since: 22 Jun 2009)
I've worked for Corporate, as has most of our staff. I've worked for multiple indirects under the same Indirect Manager, including running my own for 3 years, I have a pretty good idea where my information comes from. And I agree, what we're doing is wrong, but Verizon won't let us do otherwise. We received praise from Verizon for selling all of our Xs on new lines at an indirect conference. So no, heads will not roll, our district just pushes their numbers with inappropriate methods. And as far as Indirect not representing Verizon in any other way, you're wrong. While legally, yes, we just sell the service, we still have face time with the customer, meaning what we do is just as impactful to the public opinion of Verizon. As such, we're rated by the same KPIs, which to hold Premium Indirect status, we cannot fall under. As far as quality of service, Indirects have an average of 15% higher NPS nationwide. So, don't call me stupid.
87. CRICKETownz (Posts: 980; Member since: 24 Oct 2009)
Easy to achieve higher NPS scores when you can simply direct customers to corporate stores to take the brunt of customer frustration. We see it all the time, if its not a purchase or very minor issue the routine response for most indirect channels are, "you have to go to a corp. store for that".
91. verizon_is_scum (unregistered)
Skainer... YOU ARE 100% right!!! I am an employee and they are as unethical as can be. You are advised to lie and cheat customers into purchasing accessories, etc. HR is a complete joke and does nothing about it...they are another form of upper management that only operates when they have to, legally. No-one in the company takes accountability when you bring up a good point you are black-listed from ever moving up in that shit-hole. When you question ethics, they turn it around on you like you are the bad guy. The company once was a great place to work, but now it’s full of greedy morons that moved into positions they are not qualified for, nor educated for. They also look down on people that have four year degrees. Almost all management and upper management in my area lack a four year degree. They are now trying to fill the void by hiring sales rep with four year degrees to ‘prove a point’, that they hire people with degrees; however, those people never move up. I am not taking anything away from those who do not have college degrees because I think school is a scam…but I have had friends at Verizon get passed up for promotions and all fingers point to the reason being that they have that degree. The company is a joke and Skainer, you couldn't have said it any better. EVERYTHING you said is 100% accurate and you other idiots out there that keep denying it are fooling yourselves. Skainer, thumbs up to you and to the rest of you who are probably sitting in corporate or in call centers… get off your dumb asses and go work in the retail side of and see the sick display of ethics that this shit company now promotes and condones.
2. sleepyjohnny (Posts: 151; Member since: 16 Dec 2009)
i find this very hard to believe. in stores, they could care less whether the persn is upgrading or not. and online is no different.
4. gba2000 (Posts: 49; Member since: 28 Dec 2008)
Not saying that this is true, but, they are commission based so they would make more money on new activations.
9. artz1986 (Posts: 453; Member since: 11 Mar 2009)
Though we don't do contracts, my MetroPCS local kinda works the same way. We'll sell a phone to an existing customer, but if we have limited stock, we'd rather sell the hot device to someone setting up a new account, just because we make more w/ the transaction. For the carriers, each new customer added on, negates any customer that leaves, so they'll push to get that new add-on, than try to keep that existing customer, who probably might already want to leave, regardless of any deal besides free, or a crazy good monthly rate.
11. skainer (Posts: 20; Member since: 16 Jul 2010)
@sleepyjohny - Believe it man, I have seen them do this over and over again for the past 7 years. Verizon dose not give a crap about current customers, just new ones. Sad but true.
18. Whateverman (Posts: 3187; Member since: 17 May 2009)
@skainer - What makes VZW so arrogant? And not all VZW employees work under the same philosophy as the sales team does. I've never been in sales but call center employees work hard to make sure every customer is treated equally whether they are under contract or not.
20. artz1986 (Posts: 453; Member since: 11 Mar 2009)
Do call center employees get paid on comission?
24. luv_droids (Posts: 30; Member since: 21 May 2010)
I work for VZ also 3rd party, and sorry to say a couple of wireless carriers do this, and mostly it is commission based, I work in the call center so I speak to Reps all over the country and they are all telling me they do it because they make more money on an activation, and their managers and DM are telling them to do it this way. Ive also worked for sprint and they do the same thing when hot new phones come out, its all about money...
28. skainer (Posts: 20; Member since: 16 Jul 2010)
@ whateverman. Maybe it is just the retail side of things. I have had people transfer from call centers to the store and they hate it. They say the call center was much better. Verizon is arrogant in the fact of how they mistreat customers at least in the store level. Customer service is going in retail stores, we are all required to sell something to each person that walks in. i have watched Salesman and managers lie right to the customers face about plans and products and when those customers come back in the mangers shrug them off and tell them to call you guys at the call center. This is an arrogant way of doing business because eventually you will piss off enough people and it will hurt the business. Our upper management constantly tells us to lie to our customers faces when they want to upgrade to the incredible or droid x to tell them its online only but if a new customer walks in then bam its theres. Verizon has taken away its customer service in my region, we do not replace defective phone for them any more, we do not transfer there number for them any more, we charge a mandatory 9.99 data plan on simple phones like the lg8360, it is just not the same company it was 7 years ago.
38. artz1986 (Posts: 453; Member since: 11 Mar 2009)
isn't that why some sales rep got shot at an at&t local not too long ago?
39. fishpower187 (Posts: 88; Member since: 22 Feb 2010)
@skainer Fuck you man you are a fuckign idiot. I don't know where the hell you're working but since when do REAL (not third-party) VZW stores have Incredibles in stock? What happened bro, did your manager deny your vacation? Did HR decline your request for stress-leave when you got pissed off at work? Sounds like sour grapes to me man. You clearly hate Verizon, you should do yourself AND your co-workers a favor and just quit. Go work at Sprint or AT&T and let us know how that works out for you. In the meantime, shut your fucking cock-holster and get back to work!
46. skainer (Posts: 20; Member since: 16 Jul 2010)
Wow, you must have gone to college, Harvard right? I mean your grammar and logic skills are outstanding. If you don't have an intellectual thought process it's not your fault, let me dumb it down for you. If all company's start to treat there employees and customers like they are not equal and no ones stands up for themselves, then why not take back the bill of rights. It's called acting morally and you don't seem to have a problem in your store and that is great, but that doesn't mean these problems do not exist or that we should just ignore them. Turn on your brain for once you might like it?
51. PapaJay224 (Posts: 866; Member since: 08 Feb 2009)
The shadey people are the sales people for Indirect agents and shadey sales people in general, I guarantee a few crappy broke loser salesman back shelved a few Droid because they get better commission on new sign ups than they do for renewals. I guarantee nor your region or district is supporting your cheating behavior and i'd expect a pink slip some time soon for your dishonesty. I've been at Verizon for 4 years and have seen people lose their jobs for doing a lot less than what you all are talking about, and I promise you they would not let these mistakes happen. It's you money hungry losers that give companies a bad name, from now on you should represent yourself and not Verizon, because I guarantee they don't have your back.
55. PapaJay224 (Posts: 866; Member since: 08 Feb 2009)
+1 fish you can't tell its there, but it is...Skainer is a doosh with a grudge.
59. SMH (Posts: 5; Member since: 16 Jul 2010)
@ skainer....if you been working for VZW for 7 years then how did you sell an airtouch phone in 1999 before the merger? Oh and I worked for at&t sales from 04-07 and they did that as well and I didnt agree with it. But it makes sense why would you make new customers wait and risk loosing them because you know there is a greater chance that the existing customer would wait the two/three weeks. But if you think they are so "shady" I agree that you shouldn't be bashing the company you work for you should just get another job."Why would I quit when I have billes to pay" you ask? Because you're going to loose money anyway by encorage customer not to come to VZW. "When did I ever say that" you say. Never directly but vey much indirect bysaying that VZW treat customers and employees "unfairly." But honestly their are shady people that works for every company from VZW to police officers to Senatirs so i do not doubt it happen....just don't think it happens as wide spread as you think and its not the company's practice its the individuals (managers)
61. Sniggly (Posts: 6761; Member since: 05 Dec 2009)
Hey PapaJay, just let me clue you in on something: here at an indirect store, we don't get as much traffic as at directs. Therefore, there's no guarantee that if we hold a phone we'll get someone to sell it to. And while yes, we do get higher commission for news than upgrades, lower commission is better than no commission at all. So we'll sell to the first dude(tte) who walks in the store, regardless of whether they're upgrade or new.
67. WKlingbeil (Posts: 215; Member since: 26 Dec 2008)
I find it quite entertaining that people arguing with skainer are pretending they know every single employee and every single situation and are able to speak for 100% of VZW. As much as you dummies like to believe that VZW is this perfect company and they'll never have problems, you're way off. They're not necessarily a bad company, they're just a company that has achieved the most customers and don't feel they should pay as much attention to their current customers. I was a Sr. CSR in one of their call centers, and I did find that many stores were shady. The story skainer gives about managers telling customers to call customer service is so extremely true. If a customer went into a store about a mistake they made, if they were trying to get credits that the store owed them, or anything else that didn't involve them making commission, they always told the customer they couldn't do anything and they'd have to call customer service. Why do you people have such a problem with him speaking of the problems his managers present? If you really like your company, wouldn't you want VZW to root out dishonest workers? It seems that some of you don't have the mental capacity (i.e. fish and papajay for +1 fish) to understand that if employees don't voice injustices, companies end up getting shut down because customers get tired of dishonesty. I mean, do you idiots not realize that mentality like yours is what made the Enron scandal happen? Had just 1 person that knew about all the illegal activity going on, thousands of people would still have their retirement funds. I've personally witnessed store managers lying to customers, not just with VZW, and you think he should just be quiet and continue to let them lie to customers and piss them off so they'll switch? I mean, that works for me, because that just means more customers will come to my company, but if you idiots had a brain you would praise skainer.
71. zerovampire311 (Posts: 42; Member since: 22 Jun 2009)
It's different for a CSR vs a Sales Rep, sadly... a CSR just provides service according to the books, and generally goes to a manager for exceptions. Sales reps have quotas, stores have quotas, and all of our jobs are much harder to keep. You can be the best with customers, set every customer to exactly what plan fits them, and still get reamed by VZW for not meeting key performance indicators. I can assure anyone, we would (mostly) all love our jobs were it not for the insane demands big red makes of us, that cause us to manipulate customers...
74. luv_droids (Posts: 30; Member since: 21 May 2010)
CSR's Also have Quotas and golas that have to be maintained and upheld its not just the Stores. I work in a Return Center for Verizon, I dont do sales, Tech suooprt or anything like that, but I Still Have a certain Activation Save Quota to uphold monthly, which means that even though im not in sales and rarely speake to customers, they expect me to save a certain number of accounts from being closed by customers, it may not be exactly the SAME as stores but we still have numbers to keep up and exceed.
75. fishpower187 (Posts: 88; Member since: 22 Feb 2010)
@skainer; man, you are a bitter-ass motherfucker. Why do you hate your job so much? Really, the question you should ask yourself is, since you obvioulsy hate your employer so much, why do you continue to work there? A talented person like yourself should have no problem taking your expertise in pissing and moaning about things that you dont like and parlay that into a career in, I dunno, government. I've never been irked so much by anyone in this forum as you. It makes little sense that you, a self-professed longtime employee of Verizon would spend so much of your time spewing hate, vitriol, and allegations about your employer; an employer that has kept food in your belly, a roof over your head, and a car to get you to work for 7+ years. Just do yourself and your co-workers a favor and fuck off. Please, though, report back and let us all know how the new job works out. Based on your comments, it would seem janitorial service would make you happier than showing up in a dress shirt and tie at that accursed, corrupt Verizon store.
76. fishpower187 (Posts: 88; Member since: 22 Feb 2010)
@ Skainer. Really bro, spell-check is your best comeback? Bitch please, step off my nuts and try again. It sems that not only do you suck at your job, but probably suck at life as well. You are a disgrace to Veirzon and I hope your corrupt DM finds some 18-year-old high school graduate to replace your bitter, sorry ass. Get a life, loser.
78. fishpower187 (Posts: 88; Member since: 22 Feb 2010)
@SMH, I'd give you +10 if I could. @skeezer, I mean skainer is a tool. He hates his job, and I bet this reflects in his evaluations; hence his tenure (7+years) as AN ENTRY-LEVEL REP. Thanks for taking this goon to the mat, man.
3. blamecanada (Posts: 4; Member since: 22 Jun 2010)
no so johnny. the only thing vzw cares about right now is growth, so we definitely care more about activations vs upgrades. that being said, I know my store in particular is more concerned about getting activations vs upgrades. we actually put 4 phones on hold for someone who said they were gonna port in from sprint, but he never came back. it didnt matter because we sold those 4 phones within an hour, but it's still bad business when it's supposedly, "first come, first served".
36. skainer (Posts: 20; Member since: 16 Jul 2010)
This is what happens at most stores. And thats sad. I agree with you that it is bad business.
52. PapaJay224 (Posts: 866; Member since: 08 Feb 2009)
Skainer got canned from VZW and now he's out to slander. Good luck buddy.
5. mr. anderson (Posts: 92; Member since: 16 Apr 2009)
news flash: sales people will sell to what they get paid on!
53. PapaJay224 (Posts: 866; Member since: 08 Feb 2009)
Exactly if you get, let's just say, 10$ commission for every new activation, and 7$ for every renewal. If someone called and said hold 3 of them I'm on my way or someone walked in with 3 renewal lines, which one would you do? I would go for the guarantee 7$ per phone and get the returning customers who continue to renew and take my guarantee. Lines were out every door for this phone. Hold or no holds people who weren't there didn't get one anyway. Good business.
82. Cali_E (Posts: 196; Member since: 24 Sep 2008)
uh, im seeing a big hole in ur cry right now dude. if someone calls in to have us hold the phone for them, whats wrong with that? most retail stores regardless of what they sell will hold supplies if someone calls in and reserves it. how good of business would it be if someone called in and said "hey do u have this phone in stock? oh you do? awsome, please hold it for me" and then they come in and u already sold them. ??? how much of an asshole would u look like telling them "oh ya we know u called but we sold them anyway cause u didnt get here first." i dont see any problem with holding a phone for a customer thats already made a commitment to come in and get it.
89. PapaJay224 (Posts: 866; Member since: 08 Feb 2009)
Its not about selling behind there back its baout NOT garenteeing it will be there by the time they do. You dont call in on launch day from home asking to HOLD A PHONE! how much of an Idiot are you. First COME first SERVE, otherwise there would be no point in waiting in line everyone would just call and the store would be sold out in 5 minutes with a store full of handsets waiting for people to come down and get them. Besides if you actually worked in the Cell industry you'd know how full of crap some people are, they want to reserve it but they dont have the money, you haven teven brought up there account and your holding a phone for them when they show up and they cant even buy it, so you turn down 10 customers who showed up like everyone else and "actually" have upgrades. So your flawed, no me.
7. phoneguru173 (Posts: 54; Member since: 09 Apr 2008)
I got my DX on an $9.99/alternate Upgrade at 7:30am, and never thought about adding another line.
15. WKlingbeil (Posts: 215; Member since: 26 Dec 2008)
They didn't say every single unit was a new activation, just that VZW preferred new customers to get the phone.
16. cc16177 (Posts: 312; Member since: 09 May 2010)
Same here, 10AM launch day on a $9.99 alt upgrade.
12. tuminatr (Posts: 665; Member since: 23 Feb 2009)
I dont think so, from what I have heard about 75% of them sold were for upgrades
19. BrokenImaege (Posts: 173; Member since: 27 Jul 2009)
I will be honest. I work for VZW here in the Pacific Northwest. I know our store did not play favorites as we sold every Droid X we had to the first customer that came in. However i am aware of stores in my district that held Droid X back from customers who were doing exchanges and having them go thru customer service. We had tried sending customers to other locations for exchanges once we ran out and it caused huge escalations within our district and conflicts between managers. Retail locations will always have locations were managers do this as they have sales and performance goals to meet as well as a paycheck to earn. Its sad for the customer. The problem is that results for shareholders are based off new lines and not retention. All wireless companies measure themselves thru growth instead of overall customer base when reporting to stockholders. Until this changes new customers will always have more weight than existing which is sad. I am a sales representative and my commission check is weighed more by new lines than by retaining existing customers. I think if they actually weighed renewal customers as existing you would see a change in policy. Until then the renewing customer takes the fall. . .
68. WKlingbeil (Posts: 215; Member since: 26 Dec 2008)
I agree with everything you said, except that VZW is worried about shareholder results. VZW is privately traded and doesn't have to worry nearly as much about VZC and Vodafone as publicly traded companies do about individual shareholders.
21. jherz6 (Posts: 215; Member since: 23 May 2008)
Hey do you guys making the bad comments work for AT&T, I think so. Like I said before I have been with Verizon Wireless since they were Airtouch and have with one exception have upgraded yearly. I have a family plan with multiple lines of service. So if my number wasn't eligible I used another a did an alternate upgrade, getting the exact device I wanted. With the exception of the Airtouch phone that was given to me I have purchased approximately 15 phones all from Verizon all the newest next best devices newly released. I have never been told no, I had to wait because they were out of stock, never had to order a new device and wait. So I think you guys are lieing . I bought all of these phones in southern california.
29. skainer (Posts: 20; Member since: 16 Jul 2010)
@jherz6 - all I can say is your lucky. Not every customer is treated as well as you have been. Plus Verizon plays favorites in more than one way. If you pay 39.99 a month they could care less, but if you pay 100 then they will bend over backwards for you. I'm glad you have been treated fairly but don't you think all customers should be treated as well as you have? Thats why I am on here venting my frustration on what I have seen, I don't want to see it continue. I want all customers to be treated of the same importance.
32. skainer (Posts: 20; Member since: 16 Jul 2010)
@jherz- also it wasn't me who started this post it was Forbes magazine. So there is obviously some merit to this discussion.