I just had to spend almost an hours at my local store in Novi, Michigan, fighting with supervisor Gina #1941 on the customer service phone line to drop the RIDICULOUS $30 upgrade fee. I was told they added this STUPID charge about 3 weeks ago. It's shocking they would piss off a good customer. I direct a staff of over 100 employees (many with verizon). VERY SHORT-SIGHTED.
I walked into the store with the intention of upgrading my phone. The worker at the store told me as he was ringing up my order there is a new $30 upgrade fee. I immediately objected to this ridiculous new FEE, that is as silly as paying $100 to the airlines for a carry-on bag.
I asked to speak with Verizon Customer Service and the worker kindly dialed the phone for me. When I asked for a supervisor, I got Gina << Specific ID deleted to comply with >> I asked and was told << Name deleted to comply with >> was her supervisor. Gina was willing to have me go somewhere else and kept repeating all the "discounts" I was getting already and that the new policy is to include the $30 upgrade fee. She battled with me for over 30 minutes, at which time, after both of us where annoyed and exasperated, she said she would "check for any other discounts". Oh, thanks for doing me the favor.......wasting my valuable time. What a dumb move by Verizon to add this fee. And they teach their employees to act like robocallers. Gina actually asked to speak with the store clerk and yell at him. Boy does she need more training. I guess it starts from the top though. The whole culture at Verizon comes from people who, apparently, are disconnected from their customers interests. She finally conceded to give send me an accessory I was buying at the store to cut my cost by $24. exhausted and annoyed, I accepted. Unfortunately, I am now with a new phone and no accessory case, waiting for it to be shipped to arrive maybe next Wednesday.
VERY ANNOYING. I hope someone at the top of Verizon reads this. While I don't expect a response personally, I would from a company who REALLY values their customers. I wont hold my breath based on my current experience. They made a perfectly content and happy customer into a negative and annoyed one.
Convince me they really care..............still waiting............
Message was edited by: Verizon Moderator
