Today I visited the Cross County store in Yonkers, NY. A phone rep instructed me to bring one of my phones into a Verizon store and have the representative note that in my account record. The manager of the store, whose name is Crystal refused to accept my phone and insisted that all she could do was give me a Fed Ex label to ship the phone someplace. I explained that the phone rep would be following up with me at 4pm today and expected to see the notation in my account record. Crystal refused to take ownership of the problem, was rude to me and at one point, when I became too insistent for her, told me that perhaps I should go to another location. This total lack of concern for her customer is a clear indication that she should be in a position where she will never have contact with customers. Perhaps she should have taken the phone, noted the fact in the account record and if she thought the phone should be shipped somewhere, ship it herself. She certainly had the resources to do that and she should not have placed the burden on me.
Verizon corporate, get your act together. Discipline Crystal, train her, fire her, give her a stockroom job or do whatever it takes to make sure this never happens again. She is the face of Verizon to those she comes in contact with. Is who you want representing your company to the public?
