Dumped
The beginning of this story happened a couple of years ago, and often times dramatic events happen because of some small beginning such as the word “genocide” being invented because a poor Austrian couldn’t get into art school or some idiot left a window open which happened to carry particular spores into a lab inventing one of the greatest medical breakthroughs in history* we start rather small.
It’s also probably important to mention that I’m talking about dumping a cell phone carrier and not anything actually important.
In the US (I really have no idea if any non-Americans read this), cell phone carriers reduce the cost of the cell phone device by subsidizing the cost with two year contracts. This would be like increasing a tax to pay for healthcare, you pay more in one way so that you pay less in another. European, and possibly Canadian work a different way, you pay the full price of the phone but then your month to month is cheaper and usually no contract. The reduced device rate is the trap that US companies use to get the type of brand loyalty that usually comes from good prices, service, or products. That type of loyalty is what really counts, if you doubt me just ask a mac user why they would rather pay three times as much for a iMac when they could get a Dell. It’s almost religious like the way they defend it.
Two years ago I purchased a cell phone for about 50 bucks after two discounts. This was with Verizon, and I bought an LG Voyager (which some of you may know as the Envy Touch) with the condition that I would sign on for another couple years. I was replacing an LG Chocolate, a phone which kind of sucked but had a great Mp3 player, for the reason that the phone just stopped ringing. Smart Phones were beginning to grab the substantial market place share that they have now, the very first android phone was still to be released. If you wanted “smart” you went with either blackberry or iPhone (then an ATT exclusive) or the short lived Google Nexus. The sales guys at Verizon didn’t push, they couldn’t, I knew what I wanted walked in and told them.
Forward a month or two ago, and I’m in the market again. It’s been almost two years and the Voyager shuts off on its own, repeatedly, and sometimes in the middle of doing something with it. This occurs whether the battery is drained or not. Truth be told, I wasn’t too happy with the phone at all. The touch screen really didn’t work that well, it wasn’t an amoled (like those on Droids, iPhones, etc.) but that wasn’t the problem. I could adjust to that, a working touch screen would be a step up from the Chocolate. The Voyager would “throw” things on its own, it was sometimes unresponsive and other times ultra sensitive. Because it had hard keys however, it was easy to just shrug and say ‘whatever, i’ll just ride out the contract.’ Not to say that I was just stoic about it, my stoicism began once the warranty ran out, I had taken it in several times and every time they told me that I needed a software update, they took in the back of the store and brought it out twenty minutes later. Nothing was different and I knew that it sat on a desk in the back. I’ve worked customer support for tech before, I know the drill, they just didn’t want to tell me that the phone was a POS or that it was suffering from the “ID 10 T” error that afflicts all manner of electronic devices from televisions and computers to phones and video games.**
It shutting off, however was a serious problem. Especially given that I commute an hour for school with my daughter in the car I am unwilling to drive that hour without a phone in case of emergency. Usually we substitute “need” for “want” but this time it was an actual need. I needed a phone that wouldn’t shut off if I was dialing someone in an emergency. However I’m a gadget guy, and if I was going to get a new phone I wanted something that I would like. My wife began to think that perhaps we would escape Verizon, but I was unwilling. I’ve had them since I moved back to New York, and in the six years the service has been good. I’ve only roamed once and that was in Baltimore, which was odd, but we already had service with them and the easiest thing to do is not change horses mid-stream. I popped Gwen in the car and we were off to the Verizon store.
I like to bring Gwen with me because sales people are less pushy when you have a small but garrulous little child with you, they can’t get into their shtick if they’re being interrupted and they can’t get mad about it when it’s an adorable little monkey. The experience at the store was when I realized that Verizon wasn’t the way to go. First off the sales guy didn’t even listen to me, but directed me right to the Thunderbolt, the first 4G LTE phone on the market. I get it though, it was brand new that week and I’m sure they had to sell so many on that day for a commission. Pointing me in the direction is one thing, but bringing me back to it three times after I explained we weren’t going in the smart phone direction is just dumb. You push hard one way, you get pushed back another. He also answered a text from his girlfriend while talking to me, although to his credit he did a good job at pretending he was showing me a feature of the Droid X. I gave him a point for that but since I had explained that smart phones weren’t our bag of tea it was a useless gesture.
Verizon, and what seems to be the rest of the industry now, labels the non-smart phones “feature phones.” In some marketing maneuver thought up by grad students to fool people into thinking that they are getting something good while at the same time letting them know that there are better things out there. Verizon simply did not have a single feature phone that was got a good review. I did the research, CNet and Verizon’s own website were basically giving the phones 3/5 at best. Any attempt to talk to the sales guy about it just got me pointed toward the smart phones, which told me that he was uninterested in selling me anything other than an HTC Thunderbold, Droid X, or iPhone 4. The problem was simply money, it’s not that my wife and i didn’t want one of those phones (although I wanted the Droid 2, because I like physical buttons on my keyboard) it was price. Verizon’s data plan, which you “need” on that type of phone, costs 29.99 a month on top of the phone bill and per smart phone. If my wife and I were to have gotten these phones that’s an extra 59.98 a month.
And it’s built on a lie. They say that the phone needs the data package to run because it’s a smart phone, however the only reason that the phone is considered “smart” is because it possesses the ability to receive wifi, i.e. if your phone has the ability to do something your laptop could do back in 2002 it is a smart phone. Secondly I get that to use the internet on the road or in a place without wifi the data package allows this, but that isn’t a necessity it’s a luxury (remember what I said earlier about “need” versus “want”?). Having a Droid hooked up to my wifi at home negates the need for the data package. The other places I go to school and the coffee shop all have wifi, why again would I need the data package? The sales guy explained to me that the phone just wouldn’t run without it. So even if I had one and had an active wifi connection the phone wouldn’t be able to function at all if I was in the basement of a building (at school for example) and couldn’t reach the network. He didn’t answer me instead going for the sale’s device of freezing out. This is when the sales guy wants you to feel bad for wasting his time by considering your options and then buying whatever it was that he wanted you to. Car sales and high end electronics sales people do this. I don’t see how it works but it must since I have had it done and seen it done many times. Gwen and I left and I began new research on other cell phone plans considering AT&T and Sprint/nextel. At the time T-Mobile was possibly going to be bought out by Verizon so they were off the grid for now.
I’ll say this about AT&T, they were at least honest. The woman taking care of me was kind of pushy (I was by myself this time) but not overtly so. She pushed a new HTC phone that had just come out, but when I explained that I was looking more for non-smart phones she never mentioned it again. It was a good tactic because it was what I actually wanted to talk about. At&T had a much better selection of “feature phones” than Verizon, in both quantity and quality. None really stood out for me though, then we went to pricing and plans and such. AT&T had better pricing, much better. Everything on their plan was cheaper by about ten-fifteen dollars. What it amounted to was that we could save around 30 bucks a month on the service and get everything including data for smart phones. That’s when the sales woman took me back to show me the newer phones, once it was established that we could get them, to her credit she didn’t lie to me about the definition of “smart” or why it needed data. She just told me that is the way it is, which is much better than not answering my question.
We then went to Sprint. The Sprint store in Rochester, the one official Sprint store, is a nice place. Couches, actual couches and a wide open room for Gwen to run around in…or for me to chase her made a nice presentation different from the cramped locations of the two previous companies. Sprint’s phone pricing occupied a place in between Verizon and ATT. Once we added up everything, with the optional data, it came to be the same as Verizon’s price. That isn’t a deal breaker necessarily, we are used to paying one price and if I could pay the same price and get more that’s a step up. The phone selection wasn’t so great though. They had more than Verizon but they weren’t as good. The sales guy there never pushed toward smart like the others had, but I think he was letting the products do the talking. The ultimate deal breaker with Sprint was that he made it sound like calling Canada was not possible with that company. My sister-in-law lives in Canada and while cutting her from the plan wasn’t out of the question it wasn’t going to fly with being unable to call her at all.
Ultimately we settled on AT&T. It just made the most financial sense, even with the data plans and the smart phones. I’m not an AT&T fan boy or anything like that, but it just seemed like they understood that lowering prices in this financial climate makes sense. Verizon it seems is trading off their name but their service seems to be centered around a reputation that they’re the best and no one would leave them. I’ve heard bad things about their land phone customer service but until this happened I was never anything but pleased with their cellular people. The objection that I have heard the most about AT&T is that it drops calls frequently, but two things bother me about that: 1) if this actually happened they wouldn’t be number 2 among the companies and 2) I know people with their service (anyone who owns an iPhone prior to 12 months ago) and they haven’t complained about it. I haven’t had a dropped call yet and the service works in the sticks (literally the forest in Alleghany NY and Humphrey NY). At the end of the day I went with an LG Quantum. A Windows Phone 7 that I’ll review in the future.
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*Hitler and Penicillin respectively
**I’m willing to bet that anyone working customer service for technology just smiled to themselves while anyone who didn’t is confused as to what problem could afflict such a variety of techological devices. I’m not explaining it.









