We had originally called and talked to Customer Service, they had said all upgrade fees would be waived for all but the one basic phone being upgraded to a Smartphone,
Customer service rep: “There will be a 30 fee for the new Smartphone.”
Me: “On our bill every month?”
CSR: “No, onetime fee.”
Me: “So, our bill won’t go up one penny more?”
CSR: “No.”
Because the data was still going to be the same since one of our three phones never used half of his 4 GB. I asked more than once so that I knew we were saying the same thing.
We went up Thursday night to upgrade our phones at one of the stores. When we got there, they checked us in, and we went to look at the phone. It took an hour before someone finally got around to helping us and that was only after we asked how much longer it was going to be. I can understand having one or two employees watching the store but there were three just standing around the entire time and the store did have quite a few people in it. Suffice to say, by the time they got around to us, we already had a pretty good idea of what we wanted. The sales person said "okay, let me go grab those" and showed us to the cases to look at. While we're standing there waiting for him to come back, we here another employee tell someone else those phones were already out of stock and had been for a while. It took the sales man over five minutes to come out of the back and say that none were available. We asked if any other stores had them around because there are quite a few stores and, after checking for another five minutes, he said no, none of them did but if we ordered by six that they would come the next day.
I now see from the site that the actual time to order them by is four but I feel like an employee should have already known that. We moved to a computer to order them online and he said it would be really fast, which my daughter knows because she did it last time and has been on the site. He, however, did NOT know how and kept adding the wrong devices to the wrong numbers, hitting the refresh which kicked us back to the beginning and going to the wrong place until finally, after fifteen minutes, he claimed we needed to change computers. After logging into the other one, we were on it five minutes before he said we should us a different one. However, when he checked, it was in use so we stayed where we were. He had issues with the mouse pad until my daughter pointed out it was a touch screen but it still took another ten minutes to order the three phones since he insisted on being the one working the system.
The sales rep was also supposed to tell us how much the two Smartphones could be traded in for and was not helpful. As it turns out, our bill is supposed to go up twenty dollars which he claimed was better than the thirty it should and we’re going to have to buy the cases because while he mentioned throwing them in for free before it was determined that the Droid Ultra in black and red and the Droid Maxx were not in stock, every time after that was him mentioning buying them. He said there would be a refund for the upgrade fee of going from basic to Smartphone but to our knowledge it hasn’t happened yet. In regards to the being delivered, we did end up ordering them after six because it took him so long; however, he said “expect them tomorrow, the next day at the latest.” Apparently he didn’t take into account that Saturday and Sunday aren’t delivering days with FedEx Standard Overnight.
Very dissatisfied with our experience. As my daughter put in a tweet to @VZWSupport “not have been bad if it wasn't a 2hr #wasteoftime to do what I could have in 5 mins. Sales Rep KNEW NOTHING. #store1016430” We got there at 4:30 and left at 7. None of which includes the travel time it took to get to the store. If we had just stayed home, would have ordered them in time and wouldn’t have had to wait the whole weekend to get them. For having been customers since 2000, horrible treatment from Verizon who advertises better deals from new customers than those that have been loyal fourteen years.
To summarize, phones we wanted were not available, phones we ended up getting were not available, sales person wasn’t helpful, our bill is more but hardly anything has changed, we’re going to have to buy accessories, we have to wait longer than we were told, and the entire experience was less than we expect from Verizon.
