So, this is the Email that finally started my phone ringing. From there I also spoke to three different people, still getting a verbal runaround until I finally spoke with Allison who helped, at least to explain everything.
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Hello Amanda,
Thank you for returning my email. I appreciate your help in answering my questions about Verizon's new policy. Your recent email has actually raised more questions than it has answered and I hope you can take some more time to answer them.
I'm not sure that I understand what you mean that the phones need to update themselves over the internet and why this has anything to do with the mandatory data plan. If the phones update themselves over the internet, couldn't that happen when I am connected to WiFi at home or in my office? How often does the phone need to update that it needs to have a mandatory data plan to protect me from "incurring massive charges"? It seems to me that my other smart phones are only updated once every six months (in fact, its been over a year or so since any updates have come out for my XV6800 and there was only one update before that).
What would happen if one of these phones (i.e. the Samsung Omnia) had a data block on them and were not able to update? Would the phone to phone service stop? What about things like Office Mobile, the 5 mp camera or the FM radio? How does the data block affect them?
I also see that you mentioned the manufacturers are forcing Verizon to make the data plan mandatory. I'm assuming that this means that a portion of this money goes to companies like HTC and Samsung. Is that true? What percentage of that money is being sent to these companies?
I want to thank you again for taking the time out of your day to help me understand this better. I look forward to hearing from you.
Sine Cere -- Fritz
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Dear Fritz ,
Thank you for your patience regarding the response to your email, I apologize for the wait. My name is Amanda and I would be more than happy to answer your question.
I apologize for the inconvenience of having a mandatory data plan on the newer smart devices. I know that if you never wanted to use the data feature on the phone that this could pose a problem. Having a data plan on the smart devices are to protect you from incurring massive charges, as you and Bill had previously gone over. It's also because the manufacturer's of these phones are making it an industry wide mandatory need for the data plan.
Simply put, they are building the smart devices to connect and update themselves through the Internet. Since the phones are only doing what they were built to do, the only way to protect consumers is to make the data plans mandatory. If you are interested in getting a smart device, but you don't want to use the Internet or have the package, there are several other phones that I could suggest that have some of the same great features. They aren't smart devices, so the data plan is completely optional.
Fritz, again, my apologies for any inconvenience the data plan may cause you. It was my pleasure to answer your questions, and if you are interested in a different type of device, I would be more than happy to give you some options. Please let us know by replying to this email or you can call Customer Service at 1-800-922-0204.
Thank you for being loyal customers of Verizon Wireless, we greatly appreciate your business. I hope you have a great afternoon!
Sincerely,
Amanda
Verizon Wireless
Customer Service
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Subject: RE: Blackberry/PDA Smartphone (WFM41303945)
Hi Bill,
I really appreciate you taking the time to talk to me.
I definitely understand the the concern you have over the "pay as you go" data plan. Several of your representatives have told me horror stories of irresponsible people. I've had my own moments of concern when I thought my phone was connecting to verizon rather than our wireless connection at home and work. However, by looking at my account, you can see we have NEVER used verizon's data plan on either my wife's or my own phone.
While I understand the need to stop the "pay as you go" plan, I do not understand why you got rid of the "data block" option. By doing this you are forcing people like myself to pay an extra $360 each for something we never use if we decide to upgrade our phones. Part of the reason why we chose verizon was that you did reward longtime customers with discounts on new phones - but that is moot if we can't afford to keep our new phones. This policy change would result in us paying $1440 extra over the next two years - which we certainly can't afford.
Can you please explain why Verizon chose a mandatory policy over a data/no data policy? It does not seem very customer friendly.
Sine Cere -- Fritz
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Dear Fritz ,
Thank you for your inquiry regarding our requirement of a data package on new PDA phones. My name is Bill, and I am happy to assist you.
These devices were designed to be able to access the Internet and your e-mail accounts. It has been extremely difficult to keep these phones from doing so. We were having customers coming to us with huge cellular bills because they opted for the pay as you go billing. It was not designed to penalize any particular group I assure you.
We have always required our BlackBerry phones have a data package and soon all of our PDA's will be required. Below I have included a list of PDA devices that do not require a data package:
The following devices are examples of those launched before 11/14/2008, and are not subject to this policy and do not require an unlimited data feature:
To obtain a complete list of stores in your area, please follow the link below, which will direct you to the "Store Locator" page of our website.
www.verizonwireless.com/storelocator
Verizon Wireless is always looking for ways to enhance our service to better meet the needs of our customers. Your comments regarding the data package requirement have been forwarded to our management for review and consideration. Your feedback provides us with the perfect opportunity to hear exactly what you think, and often leads to improvements you will see in the future.
Fritz, I apologize for any inconvenience this data package requirement has caused you. I also want you to know that we appreciate your business and thank you for using Verizon Wireless. Should you have additional questions, please reply to this e-mail.
Sincerely,
Bill
Verizon Wireless
Customer Service
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Subject: RE: RE: Blackberry/PDA Smartphone (WFM41303945)
Hello,
Thank you for the information. I think you might have misunderstood my reason for writing.
What I really want to know is why Verizon has instituted this new policy whose only effect is to restrict people from lower economic groups from being able to own a new PDA. This does not seem to be good customer service.
Please have someone contact me who can explain why this is being done.
Sine Cere -- Fritz
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Dear Fritz,
Thank you for contacting our Verizon Wireless website. We appreciate your interest in our products and services. We apologize for any confusion. We are eager to assist you.
First and foremost, please accept our sincere apology for the delayed response. Due to an extremely high volume of customer email inquiries, the response time has been longer than expected.
On behalf of Verizon Wireless, please allow me to apologize if we did not extend to you the quality customer service you expect and deserve. Verizon Wireless has a strong customer commitment to delivering the best from our service and staff. We are disappointed to hear the service you received did not reflect this commitment.
With any of our newer devices that were released as of 11/14/2008, a data plan is required the entire time the device is active in our billing system. Your available options are listed below.
Note: With BlackBerry devices, you have always been required to have a data plan in order to maintain your device on the Verizon Wireless network. Due to licensing requirements, Research in Motion (RIM) BlackBerry devices requires a subscription to a RIM BlackBerry plan or feature. The data plans for our BlackBerry devices utilize the Always On connection required to support and maintain the BlackBerry service.
You have the option to select one of our newer PDA devices, which require a $29.99 or higher PDA plan/feature. Also, you have the option to purchase one of our older PDA devices which gives you the option for pay-as-you-go, block and more. Once you have reviewed all of the available options, you will be able to make a decision that's best for your needs. Again, we truly apologize for any confusion
Verizon Wireless Smartphone requirement launched after 11/14/2008 requiring a data plan/feature of $29.99 or higher. None of our PDA/Smartphone Data plans incur any airtime charges when connected to National or Mobile Broadband and the pricing options are listed below:
- Email & Web for Smartphone's $29.99 for month. This provides unlimited Internet access from the handheld and allows access to POP/IMAP Email.
- Mobile Broadband for $44.99 per month. This provides unlimited Internet access, POP/IMAP Email Access, and Wireless Sync Access.
Note: Please ADD $5.00 to the 10mb and NationalAccess plans if you do not have a voice plan on your PDA/Smartphone and wish to use it just for data.
The following devices are examples of those launched before 11/14/2008, and are not subject to this policy and do not require an unlimited data feature:
There are 4 data options available for our older devices. None of our PDA/Smartphone Data plans incur any airtime charges when connected to National or Mobile Broadband and the pricing options are listed below:
- Per-Kilobyte Pricing has NO monthly fee and you are billed 1.5 cents per Kilobyte ($0.015/KB) sent or received ($15.36 per Megabyte). This provides Internet and POP/IMAP Email Access.
- 10 Megabytes of Data Access for $24.99 per month plus $0.005 cents per Kilobyte ($0.005/KB) in excess of 10 Megabytes ($5.12 per Megabyte). This provides Internet, POP/IMAP Email Access, and Wireless Sync Access.
- Email & Web for Smartphone's $29.99 for month. This provides unlimited Internet access and POP/IMAP Email. This option is not available on our non-Email & Web handsets i.e. VZW PN - 820 and Samsung SCH i830.
- Mobile Broadband for $44.99 per month. This provides unlimited Internet access, POP/IMAP Email Access, and Wireless Sync Access.
Note: Please ADD $5.00 to the 10mb and NationalAccess plans if you do not have a voice plan on your PDA/Smartphone and wish to use it just for data. All the data plans listed above offer the same average connection speed of 60-80 kbps using NationalAccess and 400-700kbps using Mobile Broadband.
If you are interested in selecting any of the options listed above and/or purchasing new devices, please reply to this email. You may also order by:
* Going online via www.verizonwireless.com
* Calling 1-800-482-0890 or 1-800-922-0204
* Visiting our closest retail location www.verizonwireless.com/storelocator
We hope you find this information helpful. Other troubleshooting tips and helpful product information can be found at www.verizonwireless.com/data. It has been a pleasure assisting you today. We make it our personal goal to resolve all of your concerns. We sincerely hope that you feel we have done that today. We appreciate your business and thank you for choosing Verizon Wireless.
Sincerely,
Talitha
Verizon Wireless
Data Technical Support
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Secondary Subject: Blackberry/PDA Smartphone
Message Body: Hello,
I am writing because I am very confused over the implementation of this new mandatory data plan for pda phones. Both my wife and I use pda's for connecting to our outlook for managing our calendar and contacts. We have never used the internet features (except in areas with WiFi) on the phones. Our phones are now up for renewal, but we can't get a new windows mobile phone because the mandatory data plan would almost double the cost of our current family plan.
I understand that you no longer want the "pay as you go" data option because of abuses, but to punish the rest of us who are either responsible with our data use or have a data block belies the "customer service" slogan verizon uses. This move is not customer friendly at all and I would really appreciate seeing it changed from only a mandatory data plan to one that includes a data block.
Thank you.
