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Verizon stores terrible customer service

Discussion in 'alt.cellular.verizon' started by Francis K, Oct 3, 2005.

  1. Francis K

    Francis K Guest

    I recently started looking at buying a new phone for our Verizon account. We
    still have a little less than a year to go on our Verizon contract so I knew
    I couldn't get the new every two but was hoping I could get some discount on
    a new phone if we extended our contract another 2 years.

    I called Verizon yesterday and asked if we were eligible for any kind of
    discount off the price of a new phone. Very nice, helpful, customer service
    rep looked over the account information and advised we were eligible for a
    $50.00 rebate(motorola 815) if we bought a new phone with a two year
    contract extension. I specifically asked if we could get the same deal at
    one of their stores since I wanted my wife to be able to look a the phone in
    person prior to buying. He stated that would be no problem.

    This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    checked out the phone, liked it and then got in line. There were only 6
    customers in the whole store and 5 employees up front. 1 person ahead of us
    in line. 2 people being waited on. We thought it would be a quick in and
    out. 50 minutes later we finally got to a customer service rep.

    "Susie" checked our account and told us we were not eligible for any kind of
    discount and would have to pay the full retail price for the phone. I
    explained that I had already called and made sure we were eligible for some
    type of discount and she became rude and again told us we would have to pay
    full retail. She implied I was lying about calling Verizon the day before.
    She seemed much more concerned with getting through the growing line of
    customers in the quickest way possible than providing good service.

    We gave up and walked out. In the parking lot I called Verizon. CSR on the
    phone confirmed our eligibility for the rebate. I related our experience in
    the store and within 5 minutes we purchased the new phone on the phone at an
    even better price.

    We would have went back in to complain but didn't feel like waiting in line
    for another hour. Besides what's the use?

    Feel better now that I have vented that in public. Have a nice day.
     



    › See More: Verizon stores terrible customer service
  2. Lena

    Lena Guest

    Francis K wrote:

    > This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    > checked out the phone, liked it and then got in line. There were only 6
    > customers in the whole store and 5 employees up front. 1 person ahead of us
    > in line. 2 people being waited on. We thought it would be a quick in and
    > out. 50 minutes later we finally got to a customer service rep.


    I've noticed when I went to the Verizon store to purchase my family
    plan that most customers seem to walk in "cold" and have no idea of
    what plans are available, what phones they want, and have not done any
    research beforehand. They have to be spoonfed all the details, so it
    can easily take an hour per customer from start to finish.

    > "Susie" checked our account and told us we were not eligible for any kind of
    > discount and would have to pay the full retail price for the phone. I
    > explained that I had already called and made sure we were eligible for some
    > type of discount and she became rude and again told us we would have to pay
    > full retail. She implied I was lying about calling Verizon the day before...
    >
    > We gave up and walked out. In the parking lot I called Verizon. CSR on the
    > phone confirmed our eligibility for the rebate.


    Shoulda called Verizon while in the store and handed the phone to
    "Susie" while the CSR was on the line. Can't trust anyone named
    "Susie".

    Hope your wife enjoys her new phone.

    Lena
     
  3. Cell User

    Cell User Guest

    On Mon, 3 Oct 2005 18:08:18 -0400, "Francis K" <frk42@adelphia.net>
    wrote:

    >I recently started looking at buying a new phone for our Verizon account. We
    >still have a little less than a year to go on our Verizon contract so I knew
    >I couldn't get the new every two but was hoping I could get some discount on
    >a new phone if we extended our contract another 2 years.


    Nope. Unless you're within 2 months of the end of the contract, you'll
    pay full price. That's because you're still paying your SUBSIDISED
    phone.

    >I called Verizon yesterday and asked if we were eligible for any kind of
    >discount off the price of a new phone. Very nice, helpful, customer service
    >rep looked over the account information and advised we were eligible for a
    >$50.00 rebate(motorola 815) if we bought a new phone with a two year
    >contract extension. I specifically asked if we could get the same deal at
    >one of their stores since I wanted my wife to be able to look a the phone in
    >person prior to buying. He stated that would be no problem.


    Telephone CSRs don't necessarily know what they're talking about.

    >This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    >checked out the phone, liked it and then got in line. There were only 6
    >customers in the whole store and 5 employees up front. 1 person ahead of us
    >in line. 2 people being waited on. We thought it would be a quick in and
    >out. 50 minutes later we finally got to a customer service rep.


    You're lucky. My wife spent over an hour and a half in Cingular the
    other day. (Yeah, I know.. she already had the service before she and
    I got married.)

    >"Susie" checked our account and told us we were not eligible for any kind of
    >discount and would have to pay the full retail price for the phone. I
    >explained that I had already called and made sure we were eligible for some
    >type of discount and she became rude and again told us we would have to pay
    >full retail. She implied I was lying about calling Verizon the day before.
    >She seemed much more concerned with getting through the growing line of
    >customers in the quickest way possible than providing good service.


    Implied or actually said? Unfortunately she was correct on the not
    eligible for a discount.

    >We gave up and walked out. In the parking lot I called Verizon. CSR on the
    >phone confirmed our eligibility for the rebate. I related our experience in
    >the store and within 5 minutes we purchased the new phone on the phone at an
    >even better price.


    I'm surprised. Maybe the telephone CSRs have a different deal going
    on. But from what I've read and heard, you can't get another
    subsidised phone unless you're within 2 months of the end of a
    contract. Maybe the differnence was that you changed plans?

    >We would have went back in to complain but didn't feel like waiting in line
    >for another hour. Besides what's the use?


    You should have called the CSR on your phone and handed it over the
    the sales person when you were waited on. That would have really
    gotten their attention quick!

    >Feel better now that I have vented that in public. Have a nice day.


    Don't let the door hit you on the way out :)
     
  4. J

    J Guest

    "Lena" <lenagainster@gmail.com> wrote in message
    news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >


    > I've noticed when I went to the Verizon store to purchase my family
    > plan that most customers seem to walk in "cold" and have no idea of
    > what plans are available, what phones they want, and have not done any
    > research beforehand. They have to be spoonfed all the details, so it
    > can easily take an hour per customer from start to finish.


    Same on these boards. Nobody does any searching or research before asking
    questions. If they took the time to look, they'd see the answers are
    already there.
     
  5. J

    J Guest

    It may seem trivial but I took my phone in about two weeks ago to have the
    software upgraded. It took them an hour and when I got home, I noticed they
    didn't put the little cover back in that goes over the charge plug on the
    phone. I had to go back the next day and get another one that doesn't quite
    fit. Like I said, it may seem trivial but if they can't even remember the
    small things, I don't know how good these guys are in the first place.
    "Francis K" <frk42@adelphia.net> wrote in message
    news:eek:rCdnZH2_P5PNtzeRVn-hA@adelphia.com...
    >I recently started looking at buying a new phone for our Verizon account.
    >We still have a little less than a year to go on our Verizon contract so I
    >knew I couldn't get the new every two but was hoping I could get some
    >discount on a new phone if we extended our contract another 2 years.
    >
    > I called Verizon yesterday and asked if we were eligible for any kind of
    > discount off the price of a new phone. Very nice, helpful, customer
    > service rep looked over the account information and advised we were
    > eligible for a $50.00 rebate(motorola 815) if we bought a new phone with a
    > two year contract extension. I specifically asked if we could get the same
    > deal at one of their stores since I wanted my wife to be able to look a
    > the phone in person prior to buying. He stated that would be no problem.
    >
    > This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    > checked out the phone, liked it and then got in line. There were only 6
    > customers in the whole store and 5 employees up front. 1 person ahead of
    > us in line. 2 people being waited on. We thought it would be a quick in
    > and out. 50 minutes later we finally got to a customer service rep.
    >
    > "Susie" checked our account and told us we were not eligible for any kind
    > of discount and would have to pay the full retail price for the phone. I
    > explained that I had already called and made sure we were eligible for
    > some type of discount and she became rude and again told us we would have
    > to pay full retail. She implied I was lying about calling Verizon the day
    > before. She seemed much more concerned with getting through the growing
    > line of customers in the quickest way possible than providing good
    > service.
    >
    > We gave up and walked out. In the parking lot I called Verizon. CSR on the
    > phone confirmed our eligibility for the rebate. I related our experience
    > in the store and within 5 minutes we purchased the new phone on the phone
    > at an even better price.
    >
    > We would have went back in to complain but didn't feel like waiting in
    > line for another hour. Besides what's the use?
    >
    > Feel better now that I have vented that in public. Have a nice day.
    >
    >
    >
     
  6. Quick

    Quick Guest

    Cell User wrote:
    > On Mon, 3 Oct 2005 18:08:18 -0400, "Francis K"
    > <frk42@adelphia.net> wrote:
    >
    >> Very nice, helpful, customer service rep looked over the
    >> account information and advised we were eligible for a
    >> $50.00 rebate(motorola 815) if we bought a new phone
    >> with a two year contract extension.

    >
    > I'm surprised. Maybe the telephone CSRs have a different
    > deal going on. But from what I've read and heard, you
    > can't get another subsidised phone unless you're within 2
    > months of the end of a contract. Maybe the differnence
    > was that you changed plans?


    So I haven't kept up on prices and subsidized prices but
    "$50 rebate(motorola 815)" does not sound like a subsidised
    price to me. Was this simply a rebate?

    What did the OP pay?
    What is the 1yr subsidised price? 2yr?
    Is the $50 rebate on top of those?

    -Quick
     
  7. Francis K

    Francis K Guest

    Same plan(AC1), no changes except contract is extended. Well supposedly no
    changes. I've learned to check back several times after making any kinds of
    changes to my plans. The strangest things seem to happen sometimes...
     
  8. Rich Pierson

    Rich Pierson Guest

    "Francis K" <frk42@adelphia.net> wrote in
    news:eek:rCdnZH2_P5PNtzeRVn-hA@adelphia.com:

    > I recently started looking at buying a new phone for our Verizon
    > account. We still have a little less than a year to go on our Verizon
    > contract so I knew I couldn't get the new every two but was hoping I
    > could get some discount on a new phone if we extended our contract
    > another 2 years.
    >
    > I called Verizon yesterday and asked if we were eligible for any kind
    > of discount off the price of a new phone. Very nice, helpful, customer
    > service rep looked over the account information and advised we were
    > eligible for a $50.00 rebate(motorola 815) if we bought a new phone
    > with a two year contract extension. I specifically asked if we could
    > get the same deal at one of their stores since I wanted my wife to be
    > able to look a the phone in person prior to buying. He stated that
    > would be no problem.
    >
    > This morning we went to the local verizon store in Mayfield Hts, Ohio.
    > We checked out the phone, liked it and then got in line. There were
    > only 6 customers in the whole store and 5 employees up front. 1 person
    > ahead of us in line. 2 people being waited on. We thought it would be
    > a quick in and out. 50 minutes later we finally got to a customer
    > service rep.
    >
    > "Susie" checked our account and told us we were not eligible for any
    > kind of discount and would have to pay the full retail price for the
    > phone. I explained that I had already called and made sure we were
    > eligible for some type of discount and she became rude and again told
    > us we would have to pay full retail. She implied I was lying about
    > calling Verizon the day before. She seemed much more concerned with
    > getting through the growing line of customers in the quickest way
    > possible than providing good service.
    >
    > We gave up and walked out. In the parking lot I called Verizon. CSR on
    > the phone confirmed our eligibility for the rebate. I related our
    > experience in the store and within 5 minutes we purchased the new
    > phone on the phone at an even better price.
    >
    > We would have went back in to complain but didn't feel like waiting in
    > line for another hour. Besides what's the use?
    >
    > Feel better now that I have vented that in public. Have a nice day.
    >
    >
    >
    >


    No suprise there, the store I've delt with in whitehall pa near allentown
    seems to have their own set of rules. They refused to sell me a hardwired
    car kit for my E815 w/o charging me the $147 installation fee. I ordered
    the 815 over the phone and got another free moto phone to replace my sons
    aging and beatup 4yo moto. Then after the refusal of the car kit I just
    ordered it online. While I was ordering the 815 on the phone she said
    that they had a 700 minute plan that would save me $15 a month over the
    300 minute family plan I currently had and thats when she asked me if I
    wanted the freebie phone, I was impressed. Nope, done with the stores
    except for the odd chager or belt clip and such though the one in
    rockaway nj was very helpfull and I will try to take both my personal
    business and my companies there.
    Don't you just love the way they do the lines though, walk in and get put
    in a que for 20 min only to find that the sales ass_ociate can't answer
    your question because it's too 'techinical' so you get put in another que
    for technical questions and waste another 30 minutes, I wish I could
    figure out a way to bill them for my time.....
     
  9. Quick

    Quick Guest

    J wrote:
    > It may seem trivial but I took my phone in about two
    > weeks ago to have the software upgraded. It took them an
    > hour and when I got home, I noticed they didn't put the
    > little cover back in that goes over the charge plug on
    > the phone. I had to go back the next day and get another
    > one that doesn't quite fit. Like I said, it may seem
    > trivial but if they can't even remember the small things,
    > I don't know how good these guys are in the first place.


    Ummm, I'd say about 80-90% of those dust covers get
    discarded as packing material along with the plastic
    over the display screen.

    -Quick
     
  10. J

    J Guest

    You're probably right, but I still wanted my phone back in the same manner
    with which I submitted it.
    "Quick" <quick7135-news@NOSPAMyahoo.com> wrote in message
    news:xBj0f.261$dB4.230@newssvr12.news.prodigy.com...
    >J wrote:
    >> It may seem trivial but I took my phone in about two
    >> weeks ago to have the software upgraded. It took them an
    >> hour and when I got home, I noticed they didn't put the
    >> little cover back in that goes over the charge plug on
    >> the phone. I had to go back the next day and get another
    >> one that doesn't quite fit. Like I said, it may seem
    >> trivial but if they can't even remember the small things,
    >> I don't know how good these guys are in the first place.

    >
    > Ummm, I'd say about 80-90% of those dust covers get
    > discarded as packing material along with the plastic
    > over the display screen.
    >
    > -Quick
    >
    >
     
  11. Richard Ness

    Richard Ness Guest

    Was this on an e815?

    If you had been a bit less confrontational, you would
    have found out that the 'instant $50 rebate' is only
    available on-line, (and it looks like via telesales as well).

    In the stores, it's a $50 MAIL IN rebate.

    Repeat: mail in....

    You weren't eligible for any discounts - it is a REBATE.

    I'm not saying that she wasn't rude - some most definitely are.
    But, there may have been some mis-communication going
    on as well - as well as you telling her how to do her job.
    In many cases, guaranteed to get a negative reaction.



    "Lena" <lenagainster@gmail.com> wrote in message news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >
    > Francis K wrote:
    >
    >> This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    >> checked out the phone, liked it and then got in line. There were only 6
    >> customers in the whole store and 5 employees up front. 1 person ahead of us
    >> in line. 2 people being waited on. We thought it would be a quick in and
    >> out. 50 minutes later we finally got to a customer service rep.

    >
    > I've noticed when I went to the Verizon store to purchase my family
    > plan that most customers seem to walk in "cold" and have no idea of
    > what plans are available, what phones they want, and have not done any
    > research beforehand. They have to be spoonfed all the details, so it
    > can easily take an hour per customer from start to finish.
    >
    >> "Susie" checked our account and told us we were not eligible for any kind of
    >> discount and would have to pay the full retail price for the phone. I
    >> explained that I had already called and made sure we were eligible for some
    >> type of discount and she became rude and again told us we would have to pay
    >> full retail. She implied I was lying about calling Verizon the day before...
    >>
    >> We gave up and walked out. In the parking lot I called Verizon. CSR on the
    >> phone confirmed our eligibility for the rebate.

    >
    > Shoulda called Verizon while in the store and handed the phone to
    > "Susie" while the CSR was on the line. Can't trust anyone named
    > "Susie".
    >
    > Hope your wife enjoys her new phone.
    >
    > Lena
    >
     
  12. Francis K

    Francis K Guest

    A little less confrontational? Spend 50 minutes in a line in a store where
    the employees outnumbered the customers? Where customers are walking out
    after waiting for a half hour while watching employees walking around?

    Did you read the post before jumping to your conclusions? Did you notice in
    my post I only mentioned calling customer service after I was told I was not
    eligible for any discounts or rebates?

    Where does my post mention me being confrontational? Researching a purchase
    prior to making it is being confrontational? Being an informed consumer is
    being confrontational?

    There was no miscommunication. When I called Verizon CSR told me it should
    have been clear to anyone checking the account I was eligible for a discount
    and the rebate.

    Bottom line, if I had gone by what I was told in the store the phone would
    have costed me $150.00 more.

    Bottom line, is that is poor customer service.


    "Richard Ness" <richard.no@damnspam.nessnet.com> wrote in message
    news:b9udnb4We9ABfdzenZ2dnUVZ_tGdnZ2d@comcast.com...
    > Was this on an e815?
    >
    > If you had been a bit less confrontational, you would
    > have found out that the 'instant $50 rebate' is only
    > available on-line, (and it looks like via telesales as well).
    >
    > In the stores, it's a $50 MAIL IN rebate.
    >
    > Repeat: mail in....
    >
    > You weren't eligible for any discounts - it is a REBATE.
    >
    > I'm not saying that she wasn't rude - some most definitely are.
    > But, there may have been some mis-communication going
    > on as well - as well as you telling her how to do her job.
    > In many cases, guaranteed to get a negative reaction.
    >
    >
    >
    > "Lena" <lenagainster@gmail.com> wrote in message
    > news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >>
    >> Francis K wrote:
    >>
    >>> This morning we went to the local verizon store in Mayfield Hts, Ohio.
    >>> We
    >>> checked out the phone, liked it and then got in line. There were only 6
    >>> customers in the whole store and 5 employees up front. 1 person ahead of
    >>> us
    >>> in line. 2 people being waited on. We thought it would be a quick in and
    >>> out. 50 minutes later we finally got to a customer service rep.

    >>
    >> I've noticed when I went to the Verizon store to purchase my family
    >> plan that most customers seem to walk in "cold" and have no idea of
    >> what plans are available, what phones they want, and have not done any
    >> research beforehand. They have to be spoonfed all the details, so it
    >> can easily take an hour per customer from start to finish.
    >>
    >>> "Susie" checked our account and told us we were not eligible for any
    >>> kind of
    >>> discount and would have to pay the full retail price for the phone. I
    >>> explained that I had already called and made sure we were eligible for
    >>> some
    >>> type of discount and she became rude and again told us we would have to
    >>> pay
    >>> full retail. She implied I was lying about calling Verizon the day
    >>> before...
    >>>
    >>> We gave up and walked out. In the parking lot I called Verizon. CSR on
    >>> the
    >>> phone confirmed our eligibility for the rebate.

    >>
    >> Shoulda called Verizon while in the store and handed the phone to
    >> "Susie" while the CSR was on the line. Can't trust anyone named
    >> "Susie".
    >>
    >> Hope your wife enjoys her new phone.
    >>
    >> Lena
    >>

    >
    >
     
  13. ModernMiko

    ModernMiko Guest

    "Cell User" <no.name@nomail.com> wrote in message
    news:9qe3k15hu67kp2umcalrllnbfnjjvifdef@4ax.com...
    > On Mon, 3 Oct 2005 18:08:18 -0400, "Francis K" <frk42@adelphia.net>
    > wrote:
    >
    >>I recently started looking at buying a new phone for our Verizon account.
    >>We
    >>still have a little less than a year to go on our Verizon contract so I
    >>knew
    >>I couldn't get the new every two but was hoping I could get some discount
    >>on
    >>a new phone if we extended our contract another 2 years.

    >
    > Nope. Unless you're within 2 months of the end of the contract, you'll
    > pay full price. That's because you're still paying your SUBSIDISED
    > phone.
    >


    Not always ... see below

    >>I called Verizon yesterday and asked if we were eligible for any kind of
    >>discount off the price of a new phone. Very nice, helpful, customer
    >>service
    >>rep looked over the account information and advised we were eligible for a
    >>$50.00 rebate(motorola 815) if we bought a new phone with a two year
    >>contract extension. I specifically asked if we could get the same deal at
    >>one of their stores since I wanted my wife to be able to look a the phone
    >>in
    >>person prior to buying. He stated that would be no problem.

    >
    > Telephone CSRs don't necessarily know what they're talking about.


    Sometimes very true

    >
    >>This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    >>checked out the phone, liked it and then got in line. There were only 6
    >>customers in the whole store and 5 employees up front. 1 person ahead of
    >>us
    >>in line. 2 people being waited on. We thought it would be a quick in and
    >>out. 50 minutes later we finally got to a customer service rep.

    >
    > You're lucky. My wife spent over an hour and a half in Cingular the
    > other day. (Yeah, I know.. she already had the service before she and
    > I got married.)
    >


    I've spent 1hr 45 min in the VZW store once when I really needed something
    that day and couldn't wait for
    something to be mailed.


    >>"Susie" checked our account and told us we were not eligible for any kind
    >>of
    >>discount and would have to pay the full retail price for the phone. I
    >>explained that I had already called and made sure we were eligible for
    >>some
    >>type of discount and she became rude and again told us we would have to
    >>pay
    >>full retail. She implied I was lying about calling Verizon the day before.
    >>She seemed much more concerned with getting through the growing line of
    >>customers in the quickest way possible than providing good service.

    >
    > Implied or actually said? Unfortunately she was correct on the not
    > eligible for a discount.


    Technically yes but see comment below

    >
    >>We gave up and walked out. In the parking lot I called Verizon. CSR on the
    >>phone confirmed our eligibility for the rebate. I related our experience
    >>in
    >>the store and within 5 minutes we purchased the new phone on the phone at
    >>an
    >>even better price.

    >
    > I'm surprised. Maybe the telephone CSRs have a different deal going
    > on. But from what I've read and heard, you can't get another
    > subsidised phone unless you're within 2 months of the end of a
    > contract. Maybe the differnence was that you changed plans?
    >

    *snip*

    Myself and others on here (from what I remember) and on the Howard Forums
    have received the subsidized price if you are more than 12 months into a 2
    yr contract with these conditions: extend your NE2 date and not eligible to
    use it for this purchase and some have reported having to bump up their plan
    to a certain price point although my sales guy would also do it if I bought
    an accessory pack for the phone. I had no luck with phone sales and dealt
    with a corp VZW in-store salesman. Even then people say it's hit or miss
    depedning on the store and/or salesperson. So it's possible but not a
    definite thing. I would never EXPECT an early discount but doesn't hurt to
    try. After reading that some people did it, I tried and was successful.
    Funny thing is that for whatever reason, it didn't actually reset my NE2...
    Jenn
     
  14. Joe

    Joe Guest

    Sorry to hear you had a bad experience. I've had Verizon for a long time and had no problems anytime at any of there stores here in Southern California. I've been with them as far back as when they were AirTouch. Must have been a bad day for the store. I would say call Verizon's customer service and make a complaint. May be they will fix the problem.
    Joe


    "Richard Ness" <richard.no@damnspam.nessnet.com> wrote in message news:b9udnb4We9ABfdzenZ2dnUVZ_tGdnZ2d@comcast.com...
    Was this on an e815?

    If you had been a bit less confrontational, you would
    have found out that the 'instant $50 rebate' is only
    available on-line, (and it looks like via telesales as well).

    In the stores, it's a $50 MAIL IN rebate.

    Repeat: mail in....

    You weren't eligible for any discounts - it is a REBATE.

    I'm not saying that she wasn't rude - some most definitely are.
    But, there may have been some mis-communication going
    on as well - as well as you telling her how to do her job.
    In many cases, guaranteed to get a negative reaction.



    "Lena" <lenagainster@gmail.com> wrote in message news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >
    > Francis K wrote:
    >
    >> This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    >> checked out the phone, liked it and then got in line. There were only 6
    >> customers in the whole store and 5 employees up front. 1 person ahead of us
    >> in line. 2 people being waited on. We thought it would be a quick in and
    >> out. 50 minutes later we finally got to a customer service rep.

    >
    > I've noticed when I went to the Verizon store to purchase my family
    > plan that most customers seem to walk in "cold" and have no idea of
    > what plans are available, what phones they want, and have not done any
    > research beforehand. They have to be spoonfed all the details, so it
    > can easily take an hour per customer from start to finish.
    >
    >> "Susie" checked our account and told us we were not eligible for any kind of
    >> discount and would have to pay the full retail price for the phone. I
    >> explained that I had already called and made sure we were eligible for some
    >> type of discount and she became rude and again told us we would have to pay
    >> full retail. She implied I was lying about calling Verizon the day before...
    >>
    >> We gave up and walked out. In the parking lot I called Verizon. CSR on the
    >> phone confirmed our eligibility for the rebate.

    >
    > Shoulda called Verizon while in the store and handed the phone to
    > "Susie" while the CSR was on the line. Can't trust anyone named
    > "Susie".
    >
    > Hope your wife enjoys her new phone.
    >
    > Lena
    >
     
  15. Ben Skversky

    Ben Skversky Guest

    I agree with you, Lena. To make store matters worse, the VZW stores in my
    area (Philly) have removed all chairs. I'm a recovering stroke patient & I
    can't stand too long. I walked out & went to a T-Mobile store where I could
    sit while being waited on.


    "Lena" <lenagainster@gmail.com> wrote in message
    news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >
    > Francis K wrote:
    >
    >> This morning we went to the local verizon store in Mayfield Hts, Ohio. We
    >> checked out the phone, liked it and then got in line. There were only 6
    >> customers in the whole store and 5 employees up front. 1 person ahead of
    >> us
    >> in line. 2 people being waited on. We thought it would be a quick in and
    >> out. 50 minutes later we finally got to a customer service rep.

    >
    > I've noticed when I went to the Verizon store to purchase my family
    > plan that most customers seem to walk in "cold" and have no idea of
    > what plans are available, what phones they want, and have not done any
    > research beforehand. They have to be spoonfed all the details, so it
    > can easily take an hour per customer from start to finish.
    >
    >> "Susie" checked our account and told us we were not eligible for any kind
    >> of
    >> discount and would have to pay the full retail price for the phone. I
    >> explained that I had already called and made sure we were eligible for
    >> some
    >> type of discount and she became rude and again told us we would have to
    >> pay
    >> full retail. She implied I was lying about calling Verizon the day
    >> before...
    >>
    >> We gave up and walked out. In the parking lot I called Verizon. CSR on
    >> the
    >> phone confirmed our eligibility for the rebate.

    >
    > Shoulda called Verizon while in the store and handed the phone to
    > "Susie" while the CSR was on the line. Can't trust anyone named
    > "Susie".
    >
    > Hope your wife enjoys her new phone.
    >
    > Lena
    >
     
  16. Quick

    Quick Guest

    Ben Skversky wrote:
    > I agree with you, Lena. To make store matters worse, the
    > VZW stores in my area (Philly) have removed all chairs.
    > I'm a recovering stroke patient & I can't stand too long.
    > I walked out & went to a T-Mobile store where I could sit
    > while being waited on.


    wait a minute.... you aren't Larry are you?

    -Quick
     
  17. Larry

    Larry Guest

    "Ben Skversky" <bskversky1@verizon.net> wrote in
    news:e7z0f.20$7P5.12@trndny07:

    > I agree with you, Lena. To make store matters worse, the VZW stores in
    > my area (Philly) have removed all chairs. I'm a recovering stroke
    > patient & I can't stand too long. I walked out & went to a T-Mobile
    > store where I could sit while being waited on.
    >
    >


    Oh oh....It's a NATIONAL EPIDEMIC! They took 'em all out years ago in
    Charleston, SC. When they caught people leaning on the check writing
    standup desk over by the service counter....they took that out, too!

    One day there was an old lady with a cane waiting for her phone to be
    fixed, standing there trying to ease the pain in her legs. I found an
    unguarded executive stool the sales wienies sit in while you STAND there
    buying something and took it to her to sit in. A manager gave me an evil
    look and I told him, "I dare you to take it away from her." Other standees
    looked at me and smiled. They probably would have torn the manager's legs
    off if he'd done it....(c;

    Oh, you can all come sit in our waiting room at Alltel. Padded chairs,
    Coke machine, free coffee but no donuts and they lost the remote control to
    the cable TV.....

    Cellular One used to have free donuts.....(snif)

    --
    Larry
     
  18. Larry

    Larry Guest

    "Quick" <quick7135-news@NOSPAMyahoo.com> wrote in
    news:eLA0f.1483$xD7.51@newssvr29.news.prodigy.net:

    > wait a minute.... you aren't Larry are you?
    >
    > -Quick
    >
    >


    Sure hope you stand for hours, bud.....(c;

    --
    Larry
     
  19. Mike Levy

    Mike Levy Guest

    On Mon, 3 Oct 2005 22:52:43 -0400, "Francis K" <frk42@adelphia.net>
    wrote:

    >A little less confrontational? Spend 50 minutes in a line in a store where
    >the employees outnumbered the customers? Where customers are walking out
    >after waiting for a half hour while watching employees walking around?
    >
    >Did you read the post before jumping to your conclusions? Did you notice in
    >my post I only mentioned calling customer service after I was told I was not
    >eligible for any discounts or rebates?
    >
    >Where does my post mention me being confrontational? Researching a purchase
    >prior to making it is being confrontational? Being an informed consumer is
    >being confrontational?
    >
    >There was no miscommunication. When I called Verizon CSR told me it should
    >have been clear to anyone checking the account I was eligible for a discount
    >and the rebate.
    >
    >Bottom line, if I had gone by what I was told in the store the phone would
    >have costed me $150.00 more.
    >
    >Bottom line, is that is poor customer service.


    Honestly, by the contract you signed with Verizon they do not HAVE to
    give you any discount until 2 months before your 2 year anniversary on
    your current contract, PERIOD. Not to flame you, Francis, but why is
    it people feel they're entitled to a discount before that time comes?
    It's "new every 2", not "new every year and a half" or "new when I
    want a new phone". Verizon also doesn't pro-rate the discount, it's
    either a discount at 22 months or no discount.

    Also, you DID mention calling CS BEFORE going to the store, and they
    told you you were eligible for a REBATE, not a discount. That rebate
    was instant on the phone sale but mail-in for a store purchase (as
    another poster mentions).

    You got confrontational when you told her you were told you were
    entitled to a discount and that she should double-check her records,
    which turns out to be a rebate in the store.

    >
    >
    >"Richard Ness" <richard.no@damnspam.nessnet.com> wrote in message
    >news:b9udnb4We9ABfdzenZ2dnUVZ_tGdnZ2d@comcast.com...
    >> Was this on an e815?
    >>
    >> If you had been a bit less confrontational, you would
    >> have found out that the 'instant $50 rebate' is only
    >> available on-line, (and it looks like via telesales as well).
    >>
    >> In the stores, it's a $50 MAIL IN rebate.
    >>
    >> Repeat: mail in....
    >>
    >> You weren't eligible for any discounts - it is a REBATE.
    >>
    >> I'm not saying that she wasn't rude - some most definitely are.
    >> But, there may have been some mis-communication going
    >> on as well - as well as you telling her how to do her job.
    >> In many cases, guaranteed to get a negative reaction.
    >>
    >>
    >>
    >> "Lena" <lenagainster@gmail.com> wrote in message
    >> news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >>>
    >>> Francis K wrote:
    >>>
    >>>> This morning we went to the local verizon store in Mayfield Hts, Ohio.
    >>>> We
    >>>> checked out the phone, liked it and then got in line. There were only 6
    >>>> customers in the whole store and 5 employees up front. 1 person ahead of
    >>>> us
    >>>> in line. 2 people being waited on. We thought it would be a quick in and
    >>>> out. 50 minutes later we finally got to a customer service rep.
    >>>
    >>> I've noticed when I went to the Verizon store to purchase my family
    >>> plan that most customers seem to walk in "cold" and have no idea of
    >>> what plans are available, what phones they want, and have not done any
    >>> research beforehand. They have to be spoonfed all the details, so it
    >>> can easily take an hour per customer from start to finish.
    >>>
    >>>> "Susie" checked our account and told us we were not eligible for any
    >>>> kind of
    >>>> discount and would have to pay the full retail price for the phone. I
    >>>> explained that I had already called and made sure we were eligible for
    >>>> some
    >>>> type of discount and she became rude and again told us we would have to
    >>>> pay
    >>>> full retail. She implied I was lying about calling Verizon the day
    >>>> before...
    >>>>
    >>>> We gave up and walked out. In the parking lot I called Verizon. CSR on
    >>>> the
    >>>> phone confirmed our eligibility for the rebate.
    >>>
    >>> Shoulda called Verizon while in the store and handed the phone to
    >>> "Susie" while the CSR was on the line. Can't trust anyone named
    >>> "Susie".
    >>>
    >>> Hope your wife enjoys her new phone.
    >>>
    >>> Lena
    >>>

    >>
    >>

    >
     
  20. Francis K

    Francis K Guest

    I didn't call verizon and demand any kind of discount or rebate. I called,
    told them I was looking to buy a new phone and asked if I was eligible for
    "any" kind of rebate or discount.

    You seem to know exactly what I was eligible for or not eligible for. I
    didn't so I called Verizon to find out.

    I asked a simple question.

    I never said I was eligible for anything. I said I was told by Verizon I was
    eligible for a rebate and a discount.

    2 different CSR's on two different days from two different locations using
    the exact same account information gave me exactly the same information.
    After driving for 30 minutes and waiting in a line for 50 minutes I was told
    something completely different.

    And I specifically asked if the information I received over the phone would
    be any different from what I was told in the store and I was told it would
    be exactly the same.

    Where exactly did I say I felt I was entitled to a discount or rebate? I do
    feel entitled to competent, efficient and polite service from a company that
    I have paid over $14,000.00 dollars to over the last 7 years or so.

    "Mike Levy" <blue2kzr2@gmail.com> wrote in message
    news:5cu5k110ckm0oav6dhf7inuqg9gbldbjmb@4ax.com...
    > Honestly, by the contract you signed with Verizon they do not HAVE to
    > give you any discount until 2 months before your 2 year anniversary on
    > your current contract, PERIOD. Not to flame you, Francis, but why is
    > it people feel they're entitled to a discount before that time comes?
    > It's "new every 2", not "new every year and a half" or "new when I
    > want a new phone". Verizon also doesn't pro-rate the discount, it's
    > either a discount at 22 months or no discount.
    >
    > Also, you DID mention calling CS BEFORE going to the store, and they
    > told you you were eligible for a REBATE, not a discount. That rebate
    > was instant on the phone sale but mail-in for a store purchase (as
    > another poster mentions).
    >
    > You got confrontational when you told her you were told you were
    > entitled to a discount and that she should double-check her records,
    > which turns out to be a rebate in the store.
    >
    >>
    >>
    >>"Richard Ness" <richard.no@damnspam.nessnet.com> wrote in message
    >>news:b9udnb4We9ABfdzenZ2dnUVZ_tGdnZ2d@comcast.com...
    >>> Was this on an e815?
    >>>
    >>> If you had been a bit less confrontational, you would
    >>> have found out that the 'instant $50 rebate' is only
    >>> available on-line, (and it looks like via telesales as well).
    >>>
    >>> In the stores, it's a $50 MAIL IN rebate.
    >>>
    >>> Repeat: mail in....
    >>>
    >>> You weren't eligible for any discounts - it is a REBATE.
    >>>
    >>> I'm not saying that she wasn't rude - some most definitely are.
    >>> But, there may have been some mis-communication going
    >>> on as well - as well as you telling her how to do her job.
    >>> In many cases, guaranteed to get a negative reaction.
    >>>
    >>>
    >>>
    >>> "Lena" <lenagainster@gmail.com> wrote in message
    >>> news:1128380958.391226.272330@g43g2000cwa.googlegroups.com...
    >>>>
    >>>> Francis K wrote:
    >>>>
    >>>>> This morning we went to the local verizon store in Mayfield Hts, Ohio.
    >>>>> We
    >>>>> checked out the phone, liked it and then got in line. There were only
    >>>>> 6
    >>>>> customers in the whole store and 5 employees up front. 1 person ahead
    >>>>> of
    >>>>> us
    >>>>> in line. 2 people being waited on. We thought it would be a quick in
    >>>>> and
    >>>>> out. 50 minutes later we finally got to a customer service rep.
    >>>>
    >>>> I've noticed when I went to the Verizon store to purchase my family
    >>>> plan that most customers seem to walk in "cold" and have no idea of
    >>>> what plans are available, what phones they want, and have not done any
    >>>> research beforehand. They have to be spoonfed all the details, so it
    >>>> can easily take an hour per customer from start to finish.
    >>>>
    >>>>> "Susie" checked our account and told us we were not eligible for any
    >>>>> kind of
    >>>>> discount and would have to pay the full retail price for the phone. I
    >>>>> explained that I had already called and made sure we were eligible for
    >>>>> some
    >>>>> type of discount and she became rude and again told us we would have
    >>>>> to
    >>>>> pay
    >>>>> full retail. She implied I was lying about calling Verizon the day
    >>>>> before...
    >>>>>
    >>>>> We gave up and walked out. In the parking lot I called Verizon. CSR on
    >>>>> the
    >>>>> phone confirmed our eligibility for the rebate.
    >>>>
    >>>> Shoulda called Verizon while in the store and handed the phone to
    >>>> "Susie" while the CSR was on the line. Can't trust anyone named
    >>>> "Susie".
    >>>>
    >>>> Hope your wife enjoys her new phone.
    >>>>
    >>>> Lena
    >>>>
    >>>
    >>>

    >>

    >
     

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