Verizon's schadenfreude

Is the iPhone getting under Verizon's skin?

(Credit: Corinne Schulze/CNET Networks)

Verizon Wireless is taking a bit of pleasure over AT&T's continuing troubles with the Apple iPhone. Ever since the first reports of 3G reception problems, limited battery life, and dropped calls, Verizon's media relations arm has been highlighting the issues in e-mails to reporters.

Just today, I received an e-mail that spotlighted a Dow Jones story over the reluctance of AT&T and Apple to take blame for the iPhone's problems. A Verizon spokesman also added his own take. "At the end of the day, a customer doesn't care who's at fault--the phone or the network. But they do want a little responsibility. Because either way, it can add up to a horrible experience. Why would a customer risk their entire mobile experience by getting an iPhone at all?"

While I agree completely that neither Apple nor AT&T have been particularly forthcoming about what (or who) was causing the problems, I find it amusing that Verizon feels the need to remind me. What's more, the Dow Jones story barely mentions the recent 2.1 software update. Though not everyone agrees, that update has fixed the problems for some users.

Remember that Verizon passed up the chance to take the iPhone, so perhaps the carrier is regretting that decision. I don't think it should, to be honest, considering it has a highly regarded network and a spiffy collection of phones. But when Verizon's CEO Ivan Seidenberg called the iPhone's success a "conspiracy," it sure looks it.

[gworden]

Verizon has the worst customer service in memory. I have never had a customer rep yell at me --- except for Verizon. I used Verizon Wireless for 4 years. Spiffy collection? Verizon was consistently 2 years behind other carriers in their phone offerings. Since I switched to AT&T I get better customer service and better reception than on Verizon. So if they're taking pleasure in a market leader having teething trouble -- well, let's lots Vonage beat up on them too!!!

[Galaxy5]

Sure, I'd much rather an iPhone that charges your account every time you go to YouTube, or take a picture, or use your Bluetooth, or WiFi. I like to use a carrier who disables hardware to create revenue streams by demanding access to phone operating systems before release - because hey - the network is nearly perfect!

If you believe any of what I wrote above, than you probably know why being a Verizon customer sucks.

[studiodave56]

I have Verizon and every month for the last year I get no service for an entire day. Every time Verizon support says it is my phone and that there is nothing wrong with the network.
Every time my phone must be fixing itself because it starts working after I call.
By the way, if I walk up the street 600 feet on the days I get no service at home it works.
Come November I get a new iPhone and service that "doesn't stop working for me"
By by Verizon.
Dave

[john55440]

In my city, Consumer Reports ranked AT&T dead last, the last time I checked.

Here, T-Mobile USA has virtually perfect coverage, and costs much less than Verizon.

[limefan913]

I've been a happy customer with Verizon. Their customer support has always been pretty good, though often they're not authorized to do a damn thing. But their network is insanely solid. Cell reception by the other carriers in this area doesn't even come close. I know of 3 dead spots, and they're all about 10 square feet.

[Goodbye Helicopter]

synopsis: carriers in the USA suck hard and always have.
wallstreet big-pocket CEO mentality.
until you've used phones in japan, you will never understand how good it can be.

[GeoDumas]

As a long time Verizon (& GTE) customer, over 20 years, I stuck with them until the iPhone 3G. Yes, there have been problems, but now with the 2.1 update they've mostly gone away. As mentioned above, Verizon's policy of milking their customers with extra charges and disabling GPS etc. overrides their better network. Yes, my limited experience with ATT shows the network not being as available and consistent as Verizon's but overall I'm glad I made the move.

[loose_screw]

I will never go to Verizon as long as they continue to disable hardware features and force customers to use their paid services instead.

[steve4lee]

I stuck with Alltel when I got my RAZR. Verizon disabled many of the features in their version of the phone, so I didn't consider them. Now Verizon plans to buy Alltel. Maybe they won't make me bring in my phone for them to eviscerate the software, but they probably will alter my current plan which works well with my usage pattern.

I'll hang on with Alltel as long as the RAZR works and Verizon doesn't mess with my plan or my phone.

Then it will be time for an iPhone.

[TV James]

My home and office are both "known trouble spots with no planned resolution at this time" according to the techs who checked _the network_ in that location. It was enough to get me out of my Verizon contract with no early termination fees after we moved here. If we hadn't moved, we would have been Verizon customers for life. I only had one problem with them and they completely resolved it rather quickly and I've never had anything but positive interactions with Verizon Customer Support. (Before them, we only lasted 10 months with Sprint PCS and there's a company I will never ever ever willingly do business with in any situation where I have any say in vendor choice.)

Now I'm on AT&T. My first attempt was through Wirefly (evil!) which resulted in a defective phone that worked for a week. In order to fix the problem, had to return both phones, cancel both lines, start the whole process over (smartly, we went with Amazon.com the second time). Took AT&T 8 months to get rid of that account. Each month I'd get a bill a few cents closer to zero. Each month I'd have to repeat my story, the rep would credit the account and mark it for closure. Each month, the computer would tack on a few cents for the unpaid balance and issue a new bill.

[kboateng]

I'm a Verizon costumer and I love my phone as well as service. Yes, people complain that they disable features on the phones to make people pay for it with their own version of it, and I completely agree. However, I would rather a phone that can make calls and isn't all about looks. The iPhone is a great phone with a great UI and I undestand why a lot of poeple have it. However, aside from the simple fact that they all look like drones rocking the same phone as well as the phone looking like everyone else's itouch, the phone has very limited features. Not even the App store has been able to give you simple, MMS messaging, cut and paste or video recording. That is not to mention the fact that the phone has had trouble making and receiving calls from day one, along with a horrid data network that sometimes equate to 2G. Verizon passed on the phone for the same reason I would have. Yes they disable features on their phone but when Apple wants control of the entirety of a product that is going to be on your network and not even allow your users to do simple tasks as sending a picture message when even flip phones from 4 years ago can do that, then I don't want it.

Verizon will eventually get it soon when they fix all that mess. This is evident by the job posts on the Apple Iphone site looking for developers with CDMA experience. And they have every right to comment on the phone's failure just as AT&T is going around with documents touting the iPhone's superior over the upcoming Verizon Blackberry Storm.