Posted Thu August 7, 2008 10:33 am, by Greg B. written to Verizon Wireless (Cell Phones)
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A couple of weeks ago, I got some really good news so I decided to treat myself by upgrading to the LG Dare. Originally, I went into the Verizon store to get the LG Voyager however the salesman suggested taking a look at the Dare because it had the latest features etc. I'd researched both extensively before making my decision however once I saw what the Dare could do, I was sold.
Unfortunately, neither your salesman (who was otherwise wonderful) or your website told me what the Dare COULDN'T do. It can't access ESPN MVP which is part of the VCAST video/music service for which I pay $15/month extra. Even more unfortunately, the only information to this effect appeared AFTER I had to dig through the VCAST page on the Verizon Wireless website to find out where in the heck to sign up for ESPN MVP. Only then did I get a message that it wasn't currently compatible with my handset.
There is nothing on the website, not even on the LG Dare product description, which specifically says ESPN MVP is not compatible with my handset. Under the list of features, it says VCAST video is available so I suppose someone could say, since it didnt mention ESPN MVP, that means it didnt come with it. I believe, however, it's a reasonable to assume ESPN MVP came with it since everywhere else on the site (and in the materials sent with the phone) ESPN MVP is trumpeted as a huge reason to get VCAST.
I verified this with Keisha, the service rep from the Bellevue call center, who I spoke with while trying to figure this out. And I asked her specifically to tell me what I missed in my research which would have alerted me to my handset's incompatibility with ESPN MVP. She couldnt do it. She agreed it was not clear at all and that the first time a customer would likely discover the incompatibility would be when they tried to access the service.
This was not enough to cause me to return the Dare as Keisha suggested however I must say I don't believe I'm getting full value for the VCAST I pay for each month. The fact there are no warnings in advance makes this even more annoying because I wasn't given all the pertinent information when making my choice of handsets.
I suggest that if you are going to charge for a service that isn't fully compatible with certain handsets, you make that very clear on the product description page.
On a more positive note, Keisha was absolutely wonderful and I would appreciate if you found a way to commend her for her service.
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