Verizon's reputation for dissatisfaction often stems from a few key areas:
Pricing and Plans: Verizon is generally considered one of the more expensive carriers. While they often tout premium service, many customers feel the cost doesn't always justify the performance, especially when compared to competitors offering similar coverage at lower prices. Hidden fees and confusing plan structures can also contribute to frustration.
Customer Service: Long wait times, unhelpful representatives, and difficulty resolving issues are common complaints. Many users report spending excessive time navigating automated systems or being transferred multiple times. The quality of service can vary significantly depending on the method of contact (phone, online chat, in-store).
Coverage and Reliability: While Verizon historically boasted superior coverage, particularly in rural areas, other carriers have significantly improved their networks. In some areas, Verizon's coverage may no longer be substantially better than competitors, and users may experience dropped calls, slow data speeds, or dead zones. Some users have reported that although they might have full bars, they cannot use any kind of internet services.
Data Throttling/Deprioritization: Even on "unlimited" plans, Verizon may throttle or deprioritize data speeds after a certain usage threshold is reached, especially during peak hours. This can significantly impact streaming, browsing, and other data-intensive activities, leading to a negative user experience.
Promotions and Bait and Switch: Some users complain that they are lured in with tempting promotions, only to find that the terms and conditions are restrictive, or that the promised discounts are difficult to obtain. "Bait and switch" tactics such as promises of deals that are then altered once the user commits can also contribute to dissatisfaction.
Equipment Costs and Contracts: The cost of phones and other devices, combined with lengthy contracts, can be a significant barrier to entry or switching away from Verizon. Equipment financing options and device protection plans can also add to the overall cost.
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