In addition almost all of Verizon’s answers to ETF policy relate to someone staying on their network. Buying a phone at full retail, getting an upgrade at discount, or just sticking out a contract are all Verizon wins because they get those service fees.

The problem with ETFs isn’t a broken phone on a network you want to stay on. The problem is that leaving the carrier for another becomes very cost prohibitive. Especially since we are talking about per line so family plans are pretty spendy to cancel. But with that barrier to switching to a competitor why should Verizon improve customer service or policies to be more customer friendly?

Point of fact they consider a customer who signs a contract a “loyal” customer. So when they convince people to upgrade they see it as increasing the “loyalty” of their customer base. That’s all they want.

As far as the 1.99 mb charge most people saw they are lying through their teeth. Used to work there as a customer service and as a sales rep and when they instituted that policy almost every customer began to see that on their bills. Figure 80 million people. Charge 25% of them this fee for accidentally bumping the web button. That is 39.8 million dollars of extra revenue. Given my in-store observations 25% is about right.

It’s also a low enough charge that most people will just pay it without saying anything. Plus look at all the phones. Verizon and ATT both make it so the center key will open the mobile web. That used to be the menu key. Hmmmm accidental? yea right.

Case closed.