Verizon’s latest attempt to needle customers comes as a longer, inescapable greeting that subscribers must endure each time they check their voicemail. Reader Ben, one of Verizon’s unwilling test subjects, writes in to share the ‘new and improved’ script.
“You have one message whose retention time is about to expire. You have two new voice messages. You have nine saved voice messages. First voice message.”
That’s almost three times longer than the current greeting. If you try to escape to your messages by pressing “1,” you’re rewarded with a one second pause… and the greeting continues.
This is a good 25 seconds wasted every time I call to get voicemail. A year ago, you could just hit “1” as soon as you called and it would play. But not any more. And of course, multiply that 25 seconds times millions of customers and they are simply stealing. It was an intentional feature being disabled to increase profit. It’s just wrong.
Recordings of the new message, and Ben’s correspondence with Verizon, after the jump…
The new greeting:
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Verizon’s Pavlovian attempt to stop you from pressing “1”:
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Ben’s correspondence with Verizon:
To Whom This May Concern,
I am deeply disappointed with your recent switch to a new voice mail system on the Verizon wireless network. Specifically, I am shocked that you went so far as to disable the ability of your customers to skip the opening information and listen to voice mail messages immediately after calling in. Verizon charges its customers for airtime to listen to our messages, which is fine, but then you FORCE us to listen to how many messages we have, how many have retention time that is about to expire, etc. etc. etc. Notice that in the recent change, you made the intro message longer (by changing ‘saved messages’ to ‘messages who’s retention time is about to expire…’) and you removed our ability to skip it. If you try and hit a button to even attempt to skip this introductory message, she simply pauses and takes longer as if to taunt you and say, hold on, I am not finished charging you extra money to hear useless information. I would not be surprised if you soon have her say the alphabet in slow motion before listening to our messages, all the while charging us with out any control . While customer service representatives assure me that it only takes 10 sec, I realize the potential profits you realize by adding 10 sec. to each voicemail call of your millions of customers.
I can only assume that this change was done intentionally to increase your bottom line on the backs of your customers and I am saddened by this. While I have had several accounts with Verizon in the past, and I have until now constantly recommended Verizon to friends and family in the NYC area, I can no longer do that with a good conscience, as any company that takes this ability away from its customers is no company for my friends. Rest assured, I will be switching companies as soon as my contract expires, and so will many of my business acquaintances.
Thank you for your time,
Thank you for contacting Verizon Wireless through our website. My name is LaTricia, and I am happy to assist you regarding your voicemail charges concerns.
Verizon Wireless is always looking for ways to enhance voicemail to better meet the needs of our customers. Your comments have been forwarded to our IT Development department 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. If additional information is needed, a member of our IT Development department will be in contact with you.
Voice Mail is a free feature on your account, however calling to check your voice mailbox from your wireless phone is like making an outgoing call. Your airtime will be deducted.
You may check your Voice Mail without incurring airtime charges by simply following the instructions I provided below:
1. Call your wireless number from a landline phone.
2. When your greeting comes on, Interrupt it by pressing the pound (#) key. The automated system will then ask you to enter your password.
3. Follow the prompts to listen to your messages.
When calling Voice Mail from your wireless phone there may be occasions when *86 is not available. In such instances, please dial your ten-digit wireless number.
You can view detailed instructions for using your Voice Mail by clicking on the following link, which will direct you to the “Calling Feature” page of our website. Then click on “Program and Use Your Voice Mail.”
In review of your account, our records indicate that you may benefit from a free software upgrade. As Verizon Wireless continues to expand our network, it is important to update your software to receive optimal coverage when traveling.
To update your phone, please follow the simple instructions below while on the Verizon Wireless network and receiving a digital signal:
1. Power on your Verizon Wireless phone.
2. Dial *228 followed by the “Send” key.
3. When prompted, press option “2” to update your roaming capabilities.
Within two minutes, a voice recording will advise you that programming is complete. Remain on the line, as the call will disconnect automatically. I recommend you perform this update monthly or before leaving for a trip, as this will give you the ability to pick up newly acquired service areas while roaming.
If you experience any difficulty with the free software upgrade, please call us at 800-922-0204 from a landline phone, and have your wireless phone charged and available when calling.
I am delighted to inform you that you are qualified to participate in our Equipment Upgrade Program for wireless number ***-***-****.
When participating in our Equipment Upgrade Program, the purchase of your upgraded equipment at a discounted rate is contingent upon an additional one or two-year active customer agreement. If you accept the discount and cancel service for any reason before fulfilling your agreement, you will be billed a $175.00 early termination fee, per line.
You may view available equipment by clicking on the following link, http://www.verizonwireless.com/products which will direct you to the “Products” page of our website. The prices on our website reflect a discount for a two-year Customer Agreement, and do not include applicable sales tax and/or shipping cost.
Once you have decided on a wireless phone, you have several options to process your Equipment Upgrade.
1. Log into “My Account” and select “Upgrade Phone” from the “My Phone” drop down menu. Once at the “Upgrade Phone” screen, please follow the five easy steps below:
Choose the wireless telephone number to upgrade.
Choose the new handset.
Choose accessories (if applicable).
Preview the order.
Checkout (enter shipping and payment information). You may be unable to receive the New Every Two discount when upgrading your equipment online, because eligibility for this program needs to be manually reviewed by a representative.
2. You may also complete the upgrade process by visiting a local Verizon Wireless store. We have noted your account stating your eligibility. To obtain a list of stores in your area, please click on the following link, http://www.verizonwireless.com/storelocator which will direct you to the “Store Locator” page of our website.
3. We also offer the option of processing the upgrade for you. Regular delivery time is five to seven business days. Please reply to this e-mail making sure that you include the information listed below.
Selected wireless phone model
Any additional accessories you would like to purchase
Whether you would like a one or two-year customer agreement
Whether or not you would like to add Wireless Phone Protection
Confirmation of the physical shipping address and contact number
In addition, Wireless Phone Protection is offered at $5.99 per month. Your wireless phone will be protected in case of loss, theft or damage with a deductible of $50.00 per claim. You will have 15 days from the date of purchase to add a warranty or insurance feature. For more information, please refer to our website at http://www.verizonwireless.com or call our Customer Service Department at 800-922-0204, or airtime free from your wireless phone (*611).
As an added convenience, I have also included a list of frequently used self-serve options for making your payment easier, and simplifying the management of your wireless account. Please note that the numbers listed below are all toll and airtime free.
#768 – #PMT is used to make payments with our automated system
#646 – #MIN provides estimate of the local minutes used
#225 – #BAL allows you to check bill balance/recent payment history
*611 – Customer Service and Technical Support
#3282 – #DATA allows you to check Data Usage
We appreciate your interest in Verizon Wireless products and services. Should you have additional questions or concerns, please reply to this e-mail.
Thank you for your response. Unfortunately, as is typical to these
types of complaints, none of the information you provided was related in
any way to my complaint about the Verizon voice mail system.
I am aware, as you point out, that you can get your voicemail for free
from a land line. I am also aware of all the other fun voice mail
trivia that you have attached in this email. But, unfortunately, none of
the items in the laundry list below addresses the fact that Verizon’s
recent voice mail upgrades make it a slower process to check voicemail,
and thus more costly, when being done from my mobile phone. And they
have disabled the feature which allowed customers to skip informational
While Verizon is technically not doing anything wrong, and thus I am
prevented from complaining to the FCC, I feel it is still a dishonest
and immoral practice. It is truly a shame.
Lastly, you comment that you have forwarded my complaint to “IT
development”. I feel that this may be the wrong choice of department as
they clearly are aware of the issue since it was implemented only
recently. Is it the IT department’s responsibility to make policy
decisions, or do they just follow the policy given to them? This seems
like more of a policy issue then an IT issue. Unfortunately, I do not
fully understand your corporate structure, so I can not say for sure,
but I am just double checking to make sure this complaint makes it to
the right place.
Thank you for contacting Verizon Wireless through our website. My name is Chris, and I am eager to assist you regarding our new voice mail service.
Benjamin, your concerns were sent to the correct department by the previous representative. I have also sent your concerns to our “Voice of the Customer” Department so that your concerns can be addressed in detail. Again, I apologize for the inconvenience this has caused.
We appreciate your business. Thank you for using Verizon Wireless products and services. Should you have additional questions or concerns, please reply to this e-mail.
Verizon has a weird Mrs. Robinson vibe. Benjamin sums it up best: “Humbug.” — CAREY GREENBERG-BERGER