VZW employee with an attitude?

[MNTNBKR]

Well, I completely forgot about just calling the insurance company, and having a new one shipped.

And yes, there is the other woman, but she isn't positioned in the customer service area of the establishment, but it would be worth a shot anyway. I think I'll go with the latter idea, as it takes 2 days for shipping, and that would require me to wait until Monday, or Tuesday.

I also think I'll be contacting Verizon to file a complaint on the bad employee as well.

Thanks for all the help!

you can file as many complaints as you want, nothings gonna happen. there is no complaint department

That's false. I've complained to Verizon a couple of times regarding separate issues that I was having. In both cases I was satisfied with the outcome. One of the times I sent them a "bill" (for all intents and purposes) for the time I spent in their store waiting to speak to a rep. They actually paid me! :icon_ banana:

Use the power of the pen ('er...keyboard)!

 

[Signum]

Well, I completely forgot about just calling the insurance company, and having a new one shipped.

And yes, there is the other woman, but she isn't positioned in the customer service area of the establishment, but it would be worth a shot anyway. I think I'll go with the latter idea, as it takes 2 days for shipping, and that would require me to wait until Monday, or Tuesday.

I also think I'll be contacting Verizon to file a complaint on the bad employee as well.

Thanks for all the help!

you can file as many complaints as you want, nothings gonna happen. there is no complaint department

That's false. I've complained to Verizon a couple of times regarding separate issues that I was having. In both cases I was satisfied with the outcome. One of the times I sent them a "bill" (for all intents and purposes) for the time I spent in their store waiting to speak to a rep. They actually paid me! :icon_ banana:

Use the power of the pen ('er...keyboard)!

what i meant by "nothing happens" is nothing happens to the employee you're complaining about, i didnt mean that the customer may or may not receive some sort of restitution.

 

[Signum]

The woman acted as if I was purposely doing damage to my Droid. She was asking things like "Where do you leave your phone?" I also made a remark when first approaching her saying "Can you believe this happened again?", and she replies with "No, I cannot..." in a smart-*** kind of way. She made it seem like I was trying to con my way into getting a new Droid, when I wasn't.
:/

My two bits. Obviously, I don't know the details of the exchange here, but I don't think it's unusual to ask legitimate questions about how you use or handle your phone with a failure like this-as long as it's done with respect and courtesy (sounds like it wasn't here).

Everybody has bad days, and perhaps she was having a bad one and was not being as pleasant to you as she could/should have been. Customer service can be a tough gig, and perhaps you just stumbled on a bad day for her.

If you really feel that that this is a physical or manufacturing defect-something that is covered under the warranty, then take it back to the store. You're right, you should not have to burn extra gas to return a bad phone.

Whatever rep you get (same woman or not), be nice and explain in detail what happened, why you believe you should get an exchange, and the history of the phone (these repeated failures do seem unusual to me for the Droid). If they take care of you, your good. If they don't, or you get unwarranted attitude, ask to speak to the manager.

Rule number one for situations like this with CS reps is always be nice. You may be pissed off at the phone, but it's not their fault. They are there to help you get it resolved. Also, since they spend a lot of time dealing with angry or dissatisfied people, you would be surprised how being nice can get you better (sometimes much better) service. It always amazes me how abusive some people can be to CS reps (not you, but maybe the customer she helped right before you), people game the system, etc.

So, maybe she was having a bad day, in which case pleasantness and humor will probably help.

Or, maybe she's just a *****, in which case the manager should be able to resolve it.

i can attest to this. wokring for VZW customer care, i cant emphasize enough how much being nice makes things soooo much easier. like the poster said, you might be pissed at the phone, but we're people too and its our job to help.

remember, being a jerk gets you what you're entitled to. being nice means you might get what you want =)

 

[Jamar]

What happened to Verizon's customer service? I used to walk into my local store and someone would walk up to me immediately and do their best to help me, but my last few experiences have been very disappointing. Last week, I went in to inquire about an upgrade to the Incredible and waited for 15 minutes at the phones before realizing I was invisible without "signing in". I know the system is there for a reason, but when I see a group of reps standing not 10 feet from me, I'd assume one would ask if I needed any help seeing how that's what my previous experiences had been like.

The rep I ended up speaking to pissed me off a great deal too. She refused to tell me if I had an upgrade available (since I'm not the primary account holder)--and that I completely understand--but then tells me how much I can pay to cancel my line. How is that a good sales practice? What really got me going, though, was when I told her I was interested in the Incredible. Without knowing if my line was available for the contract price, I asked her what the full retail was. She replied with, "Honestly, you should wait a couple months. You don't want to be one of those guinea pigs."

I ended up politely telling her to nevermind my situation and went back the next day to speak with someone else who provided me with the answers to my questions. I don't know if Verizon's changed the way they operate sales or whatever, but I used to have a great experience every time I went to my local store. That doesn't happen anymore. I get better service over the phone.

 

[mth04]

What happened to Verizon's customer service? I used to walk into my local store and someone would walk up to me immediately and do their best to help me, but my last few experiences have been very disappointing. Last week, I went in to inquire about an upgrade to the Incredible and waited for 15 minutes at the phones before realizing I was invisible without "signing in". I know the system is there for a reason, but when I see a group of reps standing not 10 feet from me, I'd assume one would ask if I needed any help seeing how that's what my previous experiences had been like.

The rep I ended up speaking to pissed me off a great deal too. She refused to tell me if I had an upgrade available (since I'm not the primary account holder)--and that I completely understand--but then tells me how much I can pay to cancel my line. How is that a good sales practice? What really got me going, though, was when I told her I was interested in the Incredible. Without knowing if my line was available for the contract price, I asked her what the full retail was. She replied with, "Honestly, you should wait a couple months. You don't want to be one of those guinea pigs."

I ended up politely telling her to nevermind my situation and went back the next day to speak with someone else who provided me with the answers to my questions. I don't know if Verizon's changed the way they operate sales or whatever, but I used to have a great experience every time I went to my local store. That doesn't happen anymore. I get better service over the phone.

I find this is not the normal operating procedure for them. VZW is customer oriented and based. I used to find a few employess here that weren't the friendliest. Now i find they have changed some staff. All is well in the store again

 

[akula1]

As a former VZW Customer Service Rep, I can tell you being nice does go a long way. Some Reps are from Altel after VZW took over. Some of them are not the sweetest candies in the box.

The Rep has to understand what is wrong and what is causing it to happen. They have to fill out a report to address the issue (possible recall).

And yes, the phone is the fastest way to get service for a phone replacement.

 

[Vulcan1600]

Well, I completely forgot about just calling the insurance company, and having a new one shipped.

And yes, there is the other woman, but she isn't positioned in the customer service area of the establishment, but it would be worth a shot anyway. I think I'll go with the latter idea, as it takes 2 days for shipping, and that would require me to wait until Monday, or Tuesday.

I also think I'll be contacting Verizon to file a complaint on the bad employee as well.

Thanks for all the help!

If it is a warranty problem you do NOT want to file an insurance claim. You're allowed two insurance claims in a rolling 12 month period and then you're dropped. Plus it is $90 each time you file the claim. If it's a manufacturer defect within the first 12 months then they must replace it, smile or no smile on their faces. And, even though it will be a certified like new phone, it won't cost you a penny out of pocket.

Other options:

1. Go to the other store rep who spoke to you on the way out (already mentioned)

2. Go to another store (already mentioned)

3. Call *611 (800-922-0204) which is CS, and they will troubleshoot with you and then send you out a replacement certified like new.

Even though you might have your issue resolved, you really should go to PlanetFeedback: Voice of One, Power of Many and your concern will be heard by VZW.

 

[Vulcan1600]

As a former VZW Customer Service Rep, I can tell you being nice does go a long way. Some Reps are from Altel after VZW took over. Some of them are not the sweetest candies in the box.

The Rep has to understand what is wrong and what is causing it to happen. They have to fill out a report to address the issue (possible recall).

And yes, the phone is the fastest way to get service for a phone replacement.

I'm not sure if you were a corporate VZW CSR Rep but there are outsourced ones we called "APAC" and they leave little to be desired too. Several former co-worker friends of mine went to the Alltel sites and helped train them on the VZW system. I also know Alltel used to get very high remarks in the annual Consumer Reports article about CS.

This week I had an issue activating my CLNR (certified like new replacement) and called the CS to help activate it. Within the first minute of me explaining why I called she said "look, you're not listening to me"....I used a very polite tone of voice and told her "this call is over, and I'd now like to escalate to your supervisor". There was dead silence and then she disconnected the call. I called back a couple minutes later and spoke to a rep in Chandler, AZ (a corporate site) and he fixed me up and did a perfect call (if I could have scored it). I asked him what the prev reps notes said and she put down "call dropped" and she was an APAC rep from Utica, NY. I asked him if I could speak to his sup, not only about the good job he did, but also to feedback the APAC rep.

VZW is concerned when things happen, and you need to speak up and not take a passive approach. I worked in a corporate VZW Call center for 2-1/2 years.

 

[oakindustries]

you can file as many complaints as you want, nothings gonna happen. there is no complaint department

That's false. I've complained to Verizon a couple of times regarding separate issues that I was having. In both cases I was satisfied with the outcome. One of the times I sent them a "bill" (for all intents and purposes) for the time I spent in their store waiting to speak to a rep. They actually paid me! :icon_ banana:

Use the power of the pen ('er...keyboard)!

what i meant by "nothing happens" is nothing happens to the employee you're complaining about, i didnt mean that the customer may or may not receive some sort of restitution.

You pretty much have to die or assassinate the president to get fired from corporate vzw stores. I've tried to get a job there several times and they never have any openings, same retards working there all the time.

In the store rep's defense...she/we get lots of people who abuse their phones/lie and expect us to replace them on the spot because they have been a "good customer for a million years". Seriously, do you go to the electric company and ask for free light bulbs because you have been a "good customer?" We get so many bad customers that we more times then not doubt whatever they are saying is the truth.

I find the phone reps are more helpful if you know what to say and how it works when you call in. They'll fedex you a phone and you'll have it the next day.