BlackBerry and Verizon
I recently became eligible for a phone upgrade on my account. I currently have a BlackBerry Q10 and decided to go with the BlackBerry with the virtual keyboard, the Z10. I went to two different Verizon stores and upon telling the salesperson that I was interested in a Z10, I was told that no Verizon stores stock BlackBerry phones and that my only avenue was to get the phone through Verizon's website. The sales people didn't want to deal with me beyond what I just shared. With the second experience I said to the sales rep, "I'm just being honest based on experience, but I feel as if Verizon just isn't interested in BlackBerry customers or devices at all." That's certainly how I was treated as a long-time Verizon customer who was interested in getting a new BlackBerry to replace my old one. The sales person said, "BlackBerry doesn't sell, so we don't stock their phones. When they released the Z10 and the Q10, both failed to sell and so we just don't deal with them anymore." That's what I was told. And to boot...the salesperson who said this to me also added, "I sold for other wireless carriers before Verizon and BlackBerry didn't sell at those other provider's stores either."
So what am I...a phantom? I'm standing in front of this lady and telling her I want to spend my money and she just can't be moved to help me. It's unreal! I mean it's unconscionable! The salesperson was actually condescending to me as if I were some pariah that should leave the store lest I pollute the air in it.
Verizon is lucky I'm a nice guy. I did get my Z10 through their website. Well... at least I ordered it. I suppose I'll see if it actually shows up. I'll be honest...I could care a less what kind of smartphone you like or don't like. That doesn't mean anything to me at all. It's all personal preference to me. But that's the way it should also be with the salesperson. What does it matter what kind of phone I want? When I got my Q10, they didn't have it in stock. They had to order it and I went and picked it up a few days later. I would have been fine with that. But no! They just couldn't be bothered...and why? because I wanted a BlackBerry? Big deal! Who cares what phone it was. I feel like it's some kind of smartphone Civil War or something. I mean it's unbelievable how I was treated. What a disgrace!
Verizon....STRIKE ONE!
Her comments about her former employer and her opinion on BlackBerry aka RIM was absolutely unprofessional. You told her you wanted a particular phone and all she should have said we don't stock those and where to get it.
Yup...exactly. Spare me your personal opinion and past experience selling a product that your current company claims to be offering its customers. Your personal dislike for a particular product for whatever reason shouldn't enter into a sales transaction. And the fact that no Verizon rep has looked at this thread and responded with some kind of apology or company policy is disgraceful.
If I want a product a company sells then plain and simple I have the right to buy it. All of those reps could have ordered you one and had it delivered to the store unless VZW has a company policy disallowing it. Also, BlackBerry's are great phones to own and use.
Smartphone prejudice...plain and simple. If I wanted an iPhone or an Android phone, their sales staff would have been all over me. But because I chose an "unpopular" device, I was summarily and flippantly ignored. See what all that negative press does?! The pen is truly mightier than the sword. By the way...after several months of use, I got rid of an iPhone 4 to get the Q10 I have now and was not disappointed. I got sick and tired of double-pumping apps out of memory so my battery life didn't get eaten up in half a day. I have nothing against Apple or any other phone manufacturer...its just personal preference. But apparently, saying the word BlackBerry in a Verizon store is akin to saying hijack on an airplane flight.
I totally agree with you. I actually view myself as someone who is platform agnostic. Give me a phone which doesn't spy on me and lets me do what I need to do then I will use it. I wouldn't mind getting another BlackBerry. The big appeal for me on BlackBerry is security. Seriously considering adding a BlackBerry to my current arsenals of Android and Apple.
I agree with you. The sales reps are clearly not interested. Verizon needs to step up their game. I am frustrated by the silence on the release date, and availability.
I don't understand why BlackBerry doesn't sell their phones on their website. Instead, they just send buyers to VZW or two other sites.
You can buy unlocked BlackBerrys from their website, but you can't use them on Verizon. You can only use them on GSM carriers (AT&T, T-Mobile). Verizon uses CDMA, so all of their phones are tied to their network. This is Verizon's choice, not BlackBerry's.
They do sell devices on their website but in order to purchase one that works on a specific carrier. If you want to use the phone on Verizon, you have to purchase a device with CDMA or it won't work on their network.
I had to teach my Verizon sales rep what a Z30 was. He had never heard of it. He said "don't you mean the Z10? That's the latest one...." This was nearly a year after the Z30 came out!
BlackBerry sells so few handsets in the U.S. these days it's no wonder the sales staff isn't well versed. 95% of the profits in mobile are made by Samsung and Apple. That has staggering implications for platforms like Windows Phone and BlackBerry. They are low priority because there is no money in them.
95% of the profits in mobile are made by Android-enabled handsets and Apple.
You know what makes this irrelevant? Verizon offers BlackBerry devices. That being the case, when someone comes in and asks for one...assist them because the company you work for offers them. Nothing else should enter into the equation. It's called customer service. I'm a customer...I've come in to obtain a device the company you work for offers...serve me. It's irrelevant what percentage of the market what phone has...that's all irrelevant. Your company offers the device I'm looking for...once that's been established, it should become a sales transaction. Period!
Think about it from this perspective...you walk into an automobile showroom and your interested in a Buick. The dealership you're at sells Buicks among other brands, but when you walk up to the salesman and point to the Buick in the lot, he says, "I'm sorry, I refuse to help you buy that car." Huh?
I don't work for Verizon. I am a customer and user of this customer to customer support forum and community. But, you're right: if it is offered it should be in stock and sold. Also, remember that companies are paid by manufacturers to promote their products. So, if a customer goes into a store not knowing what they want, the rep will surely promote the product they are told to and which makes them commission. That said, many manufacturers also hurt themselves in their marketing strategies. Now, based on that fact there will be more or less users of their product. That leads to popularity and the more popular the more sold, especially to customers who don't know what they want. This is why an self-shopping customer is better informed when purchasing. I do not make excuses for any carrier or their practices, but being objective, I can see the reasons. That doesn't make it right, but facts are facts.
I think Verizon needs to rename this forum from "Community Forum" to "Customer to Customer Forum NOT Customer Service." so people will finally get the purpose of it.
LOL, it's in the browser address bar.
Again, everything you've written is irrelevant.
High commission, low commission, popularity, market share...VERIZON OFFERS BLACKBERRY DEVICES! If they offer them, then expect people to walk into the showroom and ask for them. I could care less what phone you like or dislike...your personal preference is irrelevant to me as mine should be to the salesman. If the carrier you work for offers a particular device and the customer comes in and asks for it...HELP THEM GET IT!
Every Verizon salesman needs to undergo a new training program called, "How to avoid cell phone prejudice."
I see that my showing objectiveness is irrelevant.
What's objective about defending a company who offers a product, but then refuses to assist customers in getting it? How can that be defended with any semblance of validity? You cited popularity and market share and commissions and marketing...again...if the company offers the product and customers come in and specifically ask for it...assist them in obtaining it. Your "objectivity" was to give possible reasons why the sales staff in two stores kicked me to the curb. I'm not trying to pick an argument with you, but quite honestly, I'm shocked that a Verizon rep hasn't piped in on this thread with an apology or a comment of any kind.
You seem to be their only defender.
I think I've said enough. The experience was a real eye-opener.
I'm not defending, only giving an explanation as to why people do what they do. I also stated that you are right: they offer, they should sell. You must know by now that all carriers, companies, stores of any kind, type or service do these things as it's just corporate America. By stating the reasons and also seeing it your way I am objective. To better communicate between a company and a customer, both sides must be seen and understood. When you can see it from both sides, you can better prepare to offer a service or purchase a service.
Start a new topic or ask questions in the open forum.
