Verizon CEO Positively Shocked That People Want Service!

from the what-will-they-think-of-next? dept

When you’re CEO of a company, you often end up making statements designed to support that company’s position, even if the arguments may be a little bit disingenuous. However, when you go so far beyond reasonable that just about everyone scoffs at you, it might be time to look for a new job. We thought maybe we’d seen the best example of this when an executive from 3 in the UK claimed that customers must be “nuts” to want to access the full internet on their phones. However, it appears that Ivan Seidenberg, Verizon’s CEO, has easily topped that statement. I actually saw this article in the newsprint copy early Saturday morning and thought Seidenberg must have been misquoted as the quotes seem so ridiculous. However, it’s tough to figure out under what context these statements could possibly make sense. What’s clear, however, is that he believes that us lowly commoners are a real pain in the ass for actually wanting any kind of “service” at all — whether it’s wireless broadband or mobile phone service. The initial part, trashing muni-WiFi isn’t a surprise. He’s done that before, though calling it “one of the dumbest ideas I’ve ever heard,” is a bit extreme. The reason cities are looking to offer muni-WiFi is because they don’t feel adequately served by companies like Verizon. However, Seidenberg’s complete lack of interest in what customers actually want becomes abundantly clear a bit later when he says: “Why in the world would you think your (cell) phone would work in your house? The customer has come to expect so much. They want it to work in the elevator; they want it to work in the basement.” This from the CEO of the company who’s own subsidiary has been running a national mobile phone service ad campaign with the slogan “Can You Hear Me Now?” telling everyone that they should expect their mobile phones to work everywhere.


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Comments on “Verizon CEO Positively Shocked That People Want Service!”

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22 Comments
Steve Portigal (user link) says:

Folllowup to Verizon CEO

The Verizon CEOs comments in the SF Chronicle were widely blogged, but there’s a letter to the editor from this past weekend that is an intersting followup

http://sfgate.com/cgi-bin/article.cgi?file=/c/a/2005/05/08/BUGP9CKRD71.DTL

Basically a regional president is now backpedalling on some of the more outrageous claims in the original interview?

Mr. S says:

Re: Doesn't surprise me

You are 100% correct Verizon Is the worst company to do buisness with. The staff are very poorly trained In the Internet department,thelandline Is about the same. Complainte go unanswered. Letters to the Local office of the president go unreturned. Letters to the BBB go unresponded. Letters to the CPUC do not even get a response.

They do not care if you don’t get your service restored corectly or not. I dumped them.

Flinger says:

2nd or 3rd Quarter 2007

It’s an unbreakable circle. Right now Verizon is the biggest target like AT&T had been before. You can note at&t’s current humility by the small case characters in their new logo. By the 2nd or 3rd Quarter of 2007 the new at&t (BELLSOUTH, AMERITECH, Southwestern Bell, PACIFIC TELESIS, AT&T) will be the telecommunications super power we will all be talking trash about.

Robert Collins says:

Verizon's Lack of Service

We own a small constructionncompany. We pay our bills when we get paid at the end of a mjob. Verizon disconnected all three of our lines with no notice. We hads been assured that paying the bill in full by mid-month would be “fine”. Not so. It was disconnected on the 6th. We borrowed the money to pay the bill. It was paid onn the 9th. We were assured the phones would be back on within anfew hours, 24 hours max. It is now the 12th, and they are still not rtestored, and we’re getting nothing but attitude.

HORRIBLE CUSTOMER SERVICE! says:

I am so DISGUSTED by verizon right now I could spit nails. I would UNLOAD them in a nano second if I could. Sometimes living rural sucks as we have no other choice but to use them.
SIX DAYS OF RUNAROUND AND NO LANDLINE SERVICES FROM THEM BUT YOU CAN BET THEY WANT THE BILL PAID FOR NO SERVICES.

CAN YOU HEAR ME NOW VERIZON?? Signs WILL be up all over my property and ya’ll can stick it.

Reggie Wrigght says:

Verizon Repair Service - SUCKS!

Subject:
Verizon poor repair service response

Body:
And I thought I was the only one who got crappy service!! I live in Upper Marlboro, Maryland and last Tuesday for some unknown reason our house phone list the dialtone. Knowing a little about Telecom and networks I went out to the NID and plugged in a POTS phone, sure enough no tone. I relayed this to thier repair center who advised that the earliest a service tech could be dispatched was the followng MONDAY! I was forced to have my house calls forwarded to my cellphone! When the tech arrived SIX DAYS LATER on Monday around 10am he came to the same conclusion that the problem existed in the lines outside or our home. The next day AT 6:35PM EST. A second tech stopped by and was finally able to resolve the problem. What I think is going on is that Verizon is cutting back on service to refrain from incurring on overtime costs so that they can stay within budget as they deploy FIOS! I think this simply sucks! If this is the way they treat longtime customers (+5yrs) then to H*LL with them. I was seiously looking a FIOS to replace my Comast cable service but now I think I’ll wait for ClearWire service to get to my area, Make my Cellphone my primary phone drop the internet service from Comcast and tell Verizon to KISS MY A**!

sherry says:

It's NOT customer service when you can't get a res

I’ve been trying to deal with one of Verizon’s customer service reps since I purchased my new cell in mid May 2007. Gary Leob promised that since I was completely unable to purchase the plan and phone online (for reasons that I am still very unclear about), that Verizon would not charge me for the activation fee (a benefit of online purchasing). Here I am on 7/2/07 and have still to receive credit for the $75 fee that he PROMISED to email himself to have it removed from my bill! I have tried to call him over a half dozen times. None of my phone messages or emails have been responded to. I even tried calling his supervisor and had the same results – no response. I talked with nother customer service rep about the situation. He said he wasn’t authorized to do anything about the activation fee, but said he’d send an email to Gary asking him to contact me. Still nothing after three weeks. I guess the only thing left for me to do is to dispute the charges. If anyone out there has a way to get results, Please let me know! Thanks and if you can, AVOID VERIZON WIRELESS!

sherry says:

It's NOT customer service when you can't get a res

I’ve been trying to deal with one of Verizon’s customer service reps since I purchased my new cell in mid May 2007. Gary Leob promised that since I was completely unable to purchase the plan and phone online (for reasons that I am still very unclear about), that Verizon would not charge me for the activation fee (a benefit of online purchasing). Here I am on 7/2/07 and have still to receive credit for the $75 fee that he PROMISED to email himself to have it removed from my bill! I have tried to call him over a half dozen times. None of my phone messages or emails have been responded to. I even tried calling his supervisor and had the same results – no response. I talked with nother customer service rep about the situation. He said he wasn’t authorized to do anything about the activation fee, but said he’d send an email to Gary asking him to contact me. Still nothing after three weeks. I guess the only thing left for me to do is to dispute the charges. If anyone out there has a way to get results, Please let me know! Thanks and if you can, AVOID VERIZON WIRELESS!

Virginia Verizon User says:

Atrocious Customer Service by Verizon

This is the WORST customer service EVER!

I called the tech support people over the weekend, not too bad. They told me to call billing on Monday.

I have just finished my second long and inefficient call to Verizon “billing” office as requested (in India, as it turns out).

First call today was 19 minutes long before the call was dropped and everything we had done was totally lost. No call back.

The second call just ended after 32 minutes of frustrating inefficiency and difficulty in simple communication. It took until the 20th minute or so before they could locate my account for a “DSL dry-loop” connection. (Dry loop means is it DSL internet only, without the simultaneous Verizon land-line telephone service.) After the 31st minute, I was told by Muqtadir that the “billing” department could not help me at all, and I would have to call “technical support.” De ja vu. Wow. These guys need to get their act together.

The computer voice-activated processing that occurred at the front of each of those two calls, and took about 5 to 8 minutes to navigate, is horrible also. I still don’t have anyone who is even starting to deal with my problem. Very frustrating.

In short, Verizon seems to know how to collect my monthly $$$, but not how to service their accounts.

Two thumbs down. Way down.

Jaron says:

What service?

What is he complaining about? I’m a customer and he is saying we complaining, well of course we are when I’m have to keep asking whom ever I talk to if they can hear me now… Verizon maybe the biggest target, but it’s sure as hell has crappy service just about everywhere even the city that I’m registered in I still get dropped calls because of my service… I was in a horrible car accident and I grab for my phone hoping I had service… nope I had nothing Good thing my friend had cellar… or I would of died

Arlene Metrione says:

Verizon

This article finally explains why Verizon doesn’t care that my 90 year old mother consently is out of service on her verizon phone which is hooked into a help line for emergencies. No one seems to care! They are sympathetic but they keep sending out someone to patch the job and all we need is a day of rain and her service goes out. Then they want someone home all day to wait for them to come so they can tell us it’s a problem on the box on the telephone pole near her house and someone else will have to fix that. So they patch her line up until the next bad weather! How would “they” feel if it was their mother? Would they care if something tragic happened to my mother because she didn’t have service? I personally am having chest pains over the entire issue! HElp!

ashley foreman (user link) says:

electrical shock

DEAR MR SEIDENBURG, I THOUGHT I SHOULD TAKE TIME TO INFORM YOU OF A SHOCK OF A DIFFERENT TYPE MY MOTHER, A WIDOW WITH 4 CHILDREN,GOT A SHOCK AT WORK AND APPRECIATES THE COMPANYS CONCERN.BECAUSE OF HER COGNITIVE IMPAIRMENTS SHE CANNOT TYPE AT THIS POINT. WOULD YOU PLEASE INFORM US OF ANY THING SHE CAN DO TO CONTINUE BEING OF ASSISTANCE TO THE COMPANY.THANK YOU FOR YOUR DEVOTED CONCERN ABOUT OUR SITUATION.SHE WOULD BE HONORED TO HEAR FROM YOU. WITH SINCERE RESPECT,HER CHILDREN

Mr Johnson says:

Verizon Poor customer service

Today I called 4th time to NJ Branch of Verizon’s Customer Service. Initially i placed an order for service 3 weeks ago., today i found out that my shipment went to PA, so now after transferring to 3 different departments and hearing sorry sar multiple times, and being on hold for more then 40 minutes i got no where ., they have been transferring from one dep to next talking something about not my fold ., it was…I don’t care who’s fold it was …you employees you hire them and you deal with them….i need service… which i am not able to get…..company suck, would never suggest to anyone to sign up wuth them …or invest…they are going down

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