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4/6/08

Verizon Wireless Again

A long time ago and a short time ago. In a place both near and far away

Verizon returned 75.00 on 0/16/07 and called me on 9/18/07
David Morris, Ph.D.
xxxxxxx
xxxxxxxxx
xxxxxxxxx Verizon number that was switched to Cingular

September 5, 2007
Ivan Seidenberg
CEO
Verizon Communications
140 West Street
New York, NY 10007

Dear Mr. Seidenberg:
 
I was a Verizon customer for several years. During this time I believe that there was not one month that I was not paid ahead. I was happy with Verizon but I wanted to have a cell phone that had a sim card so I switched to Cingular. At that point I had over paid by 76.39 that Verizon paid to me on 5/31/07. It took months to get the money sent to me by Verizon. I then sent by mistake another 75 to Verizon. I have called Verizon three times and they have acknowledged the mistake and that they will return the money. So far nothing has happened.

May I suggest as a Professor of Marketing that Verizon should develop a different system for customers that leave your company that you may want to return in the future? To burn these bridges is perhaps failing to identify future customers from past customers?

As a professor of marketing I believe that you will find this policy not to be in your company's best interest. To have a customer that pays ahead and then stops your service held up for 75 dollars is playing into the hands of your competition. There was no reason that I was dissatisfied with Verizon but this kind of treatment may move prior customers to resist returning. It is so difficult for any CEO to be aware of all things that are going on but this may represent a market that could be explored.

I know many reasons why it is perceived to be in a firm's interest to hold up overpayment but perhaps Verizon has focused on too broad of a targeted group of former customers that have canceled services.

All the best,
DM

Marketing Application INVISIBLE

Because a customer leaves your company it may not mean that they will not return. To be unfair at that time may burn many possible future sales. An idea like this to Verizon is worth more than 1000 dollars. We will see if they pay?