Unhelpful Sales People at Verizon Store

[jedigirl77]

So after doing a ton of research I decided on the Kin Twom. I don't want a data package, as we already pay a fortune between just phone service and our Internet service. So the Kin Twom was out of stock online, but a VERY helpful and wonderful customer service rep found some in store and called me back to tell me.

So I went into the Verizon store in Murray, Utah. And what a nightmare! First of all the greeter at the door, when I said I wanted to look at the Kin Two, just stared at me for a minute. Then she gave me this look and said "We don't have that one out. Let me see if we have a dummy one in back."

So I wait for a while, she finally comes back out. "We don't have one, so I'll have to have you talk to a Sales Person."

So I'm led to this other guy, who, when I tell him I want the Kin, says "Why? Why do you want that phone?"

I told him because I don't want a data package, but I want wi-fi and a good camera.

So he launches into this thing about how the Kin is the most returned phone they have, and it's underperfomed from what they expected, and people don't like the phone, and they have better phones, pretty much ANY phone is better and so on and so forth. Seriously, he just went off, ending with "The iPhone is coming out, and we have the droid, you can put apps on those"

So I repeat that I don't want a data package, that I have an iPod already, and I already researched the Kin, and that is the phone I want. So he sighs and acts all put out and goes back and gets it. He opens it up and I look at it and tell him it's fine. So he does whatever with the contract, takes my old phone to sync the contacts, then comes back and finishes off the transaction by saying:

"We have a 14 day return policy, if you decide you don't want it you can get a different phone, but you'll have to pay the $35 restocking fee."

Now, I'm fine with them pointing out that it's not a smart phone and can't download apps, but really! This was like a tirade that made me feel like I was the stupidest person in the world for going in to buy this phone. It was ridiculous and **bleep** me off, but since I didn't know when the Kin would be available online, and my old phone was hashed, I kind of felt like I didn't have a choice other than to get it from this guy.

Sorry to rant, but it was just annoying! Did anyone else have this kind of experience???

And for what it's worth, 2 days later I love the phone and it's exactly what I wanted........

[titanjeff]

My local store didn't have it either. They couldn't even transfer contacts. Since the phone doesn't require a data plan, it's like it doesn't exist except online.

[SydneyK]

I'm sorry to hear this. But I am happy you love your new phone!

Reps always try to lock someone into a two-year contract with data plan. And a lot of them probably don't know a lot about the Kin and aren't very open-minded about feature phones anyway. When you go into a store or read tech blogs it seems everyone has a smartphone, but there are still more feature phone users out there.

Glad to hear you did your own research and stuck by your decision. You can feel good about it every time you use your 8mp camera and get free Internet!

Enjoy your Kin Twom!

[Limestone]

I know how you feel about that $35 thing. The same happened to me. I had just bought a new AT&T phone and returned it shortly afterwards with no restocking fee whatsever. They even refunded my shipping costs. In finding out about the Kin, I returned a Onem and discovered Verizon's fee.

$35 to return a phone I paid $20 for. Really Verizon? Luckily this fee does not apply in Hawaii .

As far as sales reps go, it has been hit or miss for me. Sometimes I get awesome reps on the phone, sometimes not so much, with one that had an attitude problem and gave misadvice. I think this is probably no different than sales reps at any other company in in other industries as well, just human nature I suppose.

That sales rep you encountered did speak some truth though. The Kin was a huge disaster and probably is one of the worst smartphones out there. But also one of the best feature phones for those that want some unique advantages. It's too bad the rep didn't praise you for recognizing the distinct difference. 

[highlander03]

well i have been wanting this same phone but it is out of stock online any idea when it will be available again???

[CLdoc]

It sounds like the same thing that I went through here in California when I just got my Kin 2m at the first of the month. The salesman gave me the same speech that it is the most returned phone that they have and that I will miss the data plan ( I switched from a smartphone), I can't fwd a text message, and on and on and on. The staff at the store was almost to the point that they were reluctant to sell me the phone, it took longer in the store arguing my point to them then to transfer the contacts.

I can say without a doubt that this phone is everything that I wanted and more, in fact my wife and two kids are switching to this phone this month. Both my kids text more then talk and they both love my phone. I will not be one of the few that return this phone.

Sorry you got that kind of service.

[SydneyK]

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highlander03 wrote:

well i have been wanting this same phone but it is out of stock online any idea when it will be available again???

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Try calling customer service to order. A rep should be able to find one for you, because what you're seeing online is based on your location.

[highlander03]

OK I WILL TRY THIS

[Limestone]

Yeah, I've mentioned this before. You can trick the online system by entering a different zip code initially. If you enter a California zip code, for  example 90210, it will show the Kin2 as being out of stock. Now close the Web browser and go back again, this time entering a different state's zip code when prompted (11768 worked for me). Chances are, the phone will show up as in stock. Later you can change the state so that you get the area code you want.

[Jax_Omen]

while he was clearly *rude*, at least the sales rep actually disclosed the restocking fee to you! Most of them just hope you don't read your contract and notice that, and never make mention of it. Or, worse yet, claim that there is no restocking fee!