Just a Girl Looking for a Phone

I shared with many of you my decision to leave AT&T as a cell phone customer. This was not an easy decision, as I have been an AT&T customer for a very long time. Once I made the decision to go to Verizon, many people assumed I would jump right to the iPhone 4, which is now also available through Verizon. But as my friend Andrew would say, I’ve decided to make the jump to the “dark side.”

As with many major life changes — like getting fat or going bald — we don’t really actually notice them when they’re happening. I was falling in love with Androids.


How did this Happen?

Out of the blue one afternoon I was contacted by a representative from Verizon seeking my honest opinion. She offered me the opportunity to play with and provide feedback on some Verizon devices. This feedback would be published on my blog and / or the Evansville Business Journal.

Play with tech toys? Naturally I said yes.

For two weeks, I tried out several devices, including two phones, two WIFI hot spots and the Motorola Xoom, using them in a variety of settings that included an out of town conference. Like a coffee lover getting a first taste of Starbucks, I was hooked.


Lightning struck

The device that really took my heart was the HTC Thunderbolt. I really love the way the Thunderbolt phone interacted with me (yes, I did just refer to a phone as though it has human characteristics) and the way it looked and felt while I used it.

Thing is, I’m a heavy tech user. While there are many key features of the Thunderbolt that I like, I had some real issues I could not ignore: Heat and battery life. I heard myself saying several times that if you offered me a Thunderbolt today, I would gladly give up my iPhone . But the heat and battery life issues it turns out are deal-breakers for me.


The Search is on
So now here I am, willing to give up my phone, but not sure what to replace it with. So far Verizon has sent me a Droid Pro and the HTC Thunderbolt to take out for a spin. My local Wireless Zone has been kind enough to let me demo an LG Revolution and a Samsung Charge. All have had good features and some not so perfect for me features.


Yeah, I get all the data on the latest phones as they come out, often even before they come out. I know the technical specs, and what they can do — on paper. But a phone is so much more personal; everyone uses it differently. I need a phone that will go the distance with me, one that will bring up data and run multiple apps, remind me when I have meetings, get me there with good directions AND not run out of juice after just 4 to 6 hours.

I am on a quest to find the perfect phone for me. This girl geek, lover of technology, user of all things new and social is looking for lightning to strike twice.

The Corporate Breakup

When I ran a computer consulting business, I started noticing some trends with businesses that were confusing to me.

  • We don’t like change, even if it is good, even if it saves us money and time.
  • That fear of change makes us very forgiving.
  • We fear conflict that ultimately leads to change.

For example, old antiquated hardware and software that breaks and requires constant maintenance cost us more than money. It costs frustration, employee productivity and happiness.  But we keep calling in the IT guy who band-aids us back together.  We fear the hassle of learning new software. Again time, money, productivity and company morale are all at stake.

But now I’ve noticed this pattern in other areas of business, not just where it relates to tech.

We forgive the mistakes of vendors over and over. It’s easier than finding a new one and making a change.

We forgive employees. There are times when managers and business owners look the other way because they fear the process of hiring and training a new replacement. We forget that by “protecting them” – we’re really protecting us from the hassle and fear; we’re hurting our other employees in the process.
We hang on to dead weight accounts. Yes, sometimes you need to let a customer go. The one who has burned you, taken more time, energy and effort than they’ve invested in your business; the one who refused to pay you or takes forever to pay. We forgive them too, for fear we won’t replace the income they represent. (If you have one of these customers… let him go. You’ll more than make up for it in time and happiness.)

I’m not suggesting that at the first mishap you drop a vendor, employees, or clients.  I’m saying if you’ve been dealing with the same old story from one of them for a long period of time, maybe it’s time you step back take an objective review, and evaluate that relationship.

You can be friends with any of those people; social media makes it so easy to fall into friendships with business acquaintances.  You need to remember, however, this is your business. We do forgive friends, but even with friendships, when a relationship is toxic to one party, it’s time to end it.

If you benefit from this post, great, but I wrote it for me.  I wrote it because after:


  • repeated bad customer service
  • hours and hours on the phone caught in a phone maze, transferred to the wrong department repeatedly, where I had to tell my story again
  • repair request after repair request; it took over 4 months to get help
  • help arrive and made the problem worse
  • a major cell tower went down and is still not replaced
  • countless dropped and missed calls
  • I have been emotionally and financially abused

I am leaving AT &T.

I’m standing up for myself and my business. I’m done forgiving and I’m taking back control of my communications.

My home box AFTER the 1st repair
My home box AFTER the 1st repair

 

Review: iphone Shoot Out

A few months ago I was approached by Verizon to test some equipment.  I happily agreed. I was traveling to a 4G city and wanted to take it for a spin.  At the time they also offered me an iphone 4.

“No thanks I have one of those.”

LOVED the 4G goodies – more about them another time.

After returning the items, again they wanted me to try out an iphone 4.

“No thanks I have one of those.”

“But yours is AT&T. “

 

 

So for 3 weeks I forwarded my AT&T iphone 4 to my Verizon iphone 4 and put it to the test. I have been an AT&T customer for a very long time. I know everywhere AT&T drops calls. (And that’s quite a few places.)

For 3 weeks I called, I e-mailed, I texted, I tweeted, I posted on every platform. When I had down time, I played games.  I used, really used, that phone.

Not once… yeah, you AT&T people who drop calls while driving down the Lloyd heard me, not once did I drop a call. I went from Newburgh to USI, from the Lloyd up 164 and out Boonville New Harmony all the way to Highway41 and back again. Not once did I drop a call or have a complaint of voice quality.

Using the Wifi, both phones preformed about the same, with the exception of time spent finding a network. I could find and join networks much faster with the Verizon phone. Once connected, however there was no noticeable difference.

The big difference: Not being able to multi-task. On my AT&T iphone I can be carrying on a conversation, put the other person on speaker, and look up an address or event time on the web.  With the Verizon iphone you can’t be talking and use over the air internet.

So the big question is:

How much do you value undropped calls?

Everyone, even AT&T employees, know AT&T has customer service issues.  But over and over, as I dealt with local and national Verizon people I was always treated with kindness, and respect.

Is customer service important to you? Dropped calls Important to you? Then Verizon is the way to go.

Stuck with At&T?

On a side note; if you, like me, have an AT&T iphone and are “locked-in” to a contract, but want to make the jump to Verizon, E-bay is buying AT&T Iphones flat out. In most cases selling your AT&T phones will more than cover these pesky early termination penalties.


Thanks to Wireless Zone for the iskin case that protected my Verizon phone for this trial.