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Verizon obsessing over iPhone for departing customers

updated 02:55 pm EST, Wed March 4, 2009

Verizon iPhone questions

Verizon Wireless is apparently attempting to gauge the effect of the iPhone on its departing customers. The carrier has created a new survey that is presented upon cancellation of a wireless account, in an attempt to determine why the subscriber jumped ship, according to the Boy Genius Report. The iPhone is specifically included as an answer for a number of multiple-choice questions, while no other devices are pointed out by name.

The survey asks "What could Verizon Wireless have offered to keep you as a customer?" In between "apology" and "different wireless data service," customers can pick "the iPhone."

Verizon acknowledged in July that the iPhone 3G has had an impact on its subscriber base, but argued that the device had a "minimally short-term impact." Despite the banter, a few months later the carrier distributed a sheet labeled "3G iPhone Myths" to its sales agents. The document proposed a number of challenges to key iPhone selling points.

While the company has publicly downplayed the impact of Apple's device, the new survey suggests the iPhone is certainly being closely watched and could be driving more customers to defect than Verizon has admitted.

by MacNN Staff



  1. jimothy

    Joined: Dec 1969


    Makes sense

    The iPhone was precisely why I switched from Verizon to AT&T. Their network, at least in the Atlanta area, is pretty good, maybe better than AT&T. Their customer service, of course, sucks, but I'm pretty sure there's a mandate that all utilities (cable, home phone, cellphone, etc.) must suck; Sarbanes-Oxley requirement or something.

  1. bjojade

    Joined: Dec 1969


    The only reason

    The only reason I'd jump ship from my current carrier would be to get the iPhone.

    It's certainly crossed my mind.

  1. panjandrum

    Joined: Dec 1969


    Same reason

    This was also why I switched from T-Mobile, which I was otherwise happy with. On the phone the representative asked me if there was anything they could do to make me stay. I told her that if the U.S. Cell-phone industry wasn't completely screwed-up I would have been able to go purchase an iPhone and simply keep my existing service. By having their own "mini-monopolies" in the U.S. they have screwed everyone.

  1. carloblackmore

    Joined: Dec 1969


    Apple on every survey

    They just as well could've offered the choice "Wanted Apple in my life". Brilliant, desirable, envious technology is just part of Apple's product DNA. They couldn't help but make an iPhone as good as their computers; they couldn't help but make the experience contagious; they couldn't help make it only available in one place.

    As long as Apple can't help but be Apple every industry should start including Apple in their survey answer choices.

  1. osxpro

    Joined: Dec 1969


    Verizon ripped me off!

    iPhone was mostly why I left Verizon. For some time I noticed Verizon was billing me for overage minutes despite the fact I was clearly under my plan. They would apologize and take off the charges once confronted with the "error". After the 5th-6th time of this I said s**** Verizon.
    ATT Service is not as good a Verizon but I'd rather have less service than get ripped off every month.

  1. snork

    Joined: Dec 1969


    Just took iPhone plunge

    I just took the iPhone/AT&T plunge myself switching from VZW last week! I live in North NJ and so far the AT&T network has equalled or exceeded my VZW service. I had an LG Dare (3G EVDO rev.A) and I barely got any service at my office in Westchester, NY. AT&T I get full 3G service...and my inlaws barely get VZW service at their house which is less than 1/2 mile from I-80 (one of the biggest highways in the US!) and I-287. So for me, network wise I have seen improvements after switching to AT&T in my routine travels.

    I switched specifically for the iPhone and my wife wanted a Blackberry and she didn't like the new Storm on VZW and the Curves are old news. So she made the move for the Blackberry Bold. Also, overall...we're only paying $30 more per month with iPhone and Blackberry plans then just our VZW voice $1.99/MB data plan. Of which we obviously never used any data.

    So yeah... 1 for leaving VZW for AT&T and the iPhone.

  1. luckyday

    Joined: Dec 1969



    The word choice is a little strong isn't it?

  1. ender

    Joined: Dec 1969


    Come June

    This June, all of the 1st wave of iPhone purchasers will be reaching the end of their 2-year contract (assuming they didn't upgrade to 3G). It will be interesting if anyone comes up with retention stats. Will there be people who regretting switching to ATT and will jump ship back to their old carriers?

    I'm sure the retention will be higher than for those with other phones, but how much higher?

  1. aspooner

    Joined: Dec 1969


    September 2007

    I jumped from Verizon when I got my iPhone a year and a half ago, and when I told them it was because I wanted an iPhone, the rep on the phone immediately switched to a prepared script to tell me about all their phones that were similar to the iPhone. So I do not think this attention to the iPhone as a customer-loser is anything new.

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