![]() ![]() We returned on 11/26 for our appointment only to be met by a “supervisor”. He even confirmed that we would be meeting with him. I asked him “Really? Black Fri day?” He made the appointment on his employee issued tablet and verbally confirmed the day/time to my wife and I. He made an appointment for us to return on 11/26 at 11:30am. The rep told us that Verizon was offering special promotions, but he was not at liberty to discuss them until starting 11/25. I was disappointed, but not surprised that the ETD for the phone was 12/17. The initial interaction with the rep (I will not disclose his name) was routine enough. On 11/18, I came into the store to purchase an iPhone 13 pro max for my wife’s birthday. I’m not sure how this is a successful business model but, Verizon is so monolithic the calculus behind it’s business practices do not have to make sense to the customer - or, for that matter, anyone else. When the end result of a completed sale results in the product being returned because the customer couldn’t get it to work, one would imagine you are losing money - all of which because “simple” assistance was too much to ask for. The phone was shipped to me via FedX at Verizon’s cost and I was told I could return it within 30 days, for any reason, also at Verizon’s expense. What’s so curious about all of this is that I spent several hours with Verizon staff selecting the phone, and, on this occasion trying to transfer the date. After this experience I have decided to return the phone. What I took from this conversation is that one hand doesn’ know what the other is doing at Verizon. I was also told that some stores will help you, but some will not. I eventually spoke to a rep at Verizon and was told that some stores charge $30, some don’t. ![]() All well and good, but Verizon needs to advise their customers of this in advance. The only thing I could conclude from all of this is that Verizon will now be charging for transferring contacts and photos. Further, if it’s as simple as he was telling me why couldn’t he assist? I was then informed that if I had insurance on the phone that would cover the cost of a tech coach to transfer the data. The indifference I experienced, coupled with this non-sequitur all pointed to a catch 22. However, it was in fact not possible for me (or any customer) to complete this without assistance. I pointed out to the clerk if I had failed to follow the instructions on either the phone, or, the paper I was given I would gladly pay the $30. I was also informed that this was no guarantee of transferring the data. I was then told that they could offer me help, but at a cost of $30. When I pointed this out, I was treated with indifference and as a nuisance which is what I had previouslywitnessed. ![]() Within a few moments, however, I encountered other issue and errors that were not mentioned on the instruction sheet. He He then handed me a paper that had what he called were “step by step’ instructions and told me to follow this as it was “simple.” I took the paper and I attempted to follow what was listed. When he finally stopped brushing me off, he looked at the error message and he acknowledged that I was correct. Without pointing out to him my frustration with his said, I reiterated to him that I had already tried this but the instructions were not clear and required additional knowledge that I (nor any customer) did not possess. Either he ignored what I had already told him about my attempt, or worse, he was inferring that I was not capable of following instructions. The clerk proceeded to advise me that the process “was simple.” He told me that all I had to do was follow the instructions that appear when you turn the new phone on. Unfortunately, this appears to no longer be the case. One of the reasons I stayed with Verizon when I switched to cell service was that I could get help at a store and the staff was friendly. I have been a Verizon customer for nearly 30 years (possibly longer) and never experienced this type of indifference before. As with some of the other customers I had witnessed, I was immediately brushed off. I began to explain to him that I tried to follow the instructions on the new phone, but I had a problem. My first mistake was asking the clerk for help with this. I had also purchased, and just received, a new phone and I was having trouble transferring the data from the old device. It started when I had to return a case to the store. I witnessed several people who were treated more as a nuisance rather than as paying customers. In my last few visits to the Verizon Butler location I have noticed that the staff is getting less helpful, and more dismissive of customers. ![]()
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