What a jerk
Cell phone technology is a good thing sold poorly. I've never understood why a great service needs to be sold like a used car. Since I started writing about cellular in 1994, wireless carriers have oversold their product, lied about coverage, favored restrictive, too long contracts, and have had contempt for their customer's complaints. Nothing changes. In a joint interview with the Chronicle and other media in the San Francisco Bay Area, Ivan Seidenberg, chief executive officer of Verizon Communications, tells us what he really thinks about the consumer:
"Seidenberg, for instance, said people often complain about mobile phone service because they have unrealistic expectations about a wireless service working everywhere. Verizon Wireless, a joint venture of Verizon and Vodafone, is the state's largest mobile phone provider."
"'Why in the world would you think your (cell) phone would work in your house?' he said. 'The customer has come to expect so much. They want it to work in the elevator; they want it to work in the basement.'"
"Seidenberg said it's not Verizon's responsibility to correct the misconception by giving out statistics on how often Verizon's service works inside homes or by distributing more detailed coverage maps, showing all the possible dead zones. He pointed out that there are five major wireless networks, none of which works perfectly everywhere."
"Seidenberg also defended the company's stiff cancellation fees and tighter return policy."
"Last year, the California Public Utilities Commission ordered all phone companies to give customers 30 days to test a service without slapping them with hundreds of dollars in early cancellation fees. But after the PUC suspended the rule a month ago, Verizon shortened its trial period to 15 days to match its 15-day return policy in other states."
"'We think there is a deal,'" he said. "We invest in the business and have the best service. But when you sign up with us, we'd like you stay with us.'"