Complaint

[jjcscanlon]

Last week I went into my local Verizon store and inquired about what phone we would need to get to qualify for the "NFL on Us" deal (a  $450 savings the offer stated).  The sales rep showed us our options and the required plan needed to get the offer and we purchased the phone.   He mentioned that people were having a hard time activating it on youtube, but to keep trying and follow the instructions in the email.  We never get the offer email  to activate and when we tried through our account a different offer was showing up.  After several 45 min-1 hour online chats and phone calls during the week; totaling over 5 hours,  I called again Friday night and got my situation escalated to a supervisor who told me I would have to go back in the store and have them reissue some paperwork/activation date info since it wasn't filled out properly; they'd have to resubmit.  I went back to the store this evening.  When I walked in I was greeted at the door by a salesman and I said I think I need to speak with a supervisor.  He ensured me he could help....I played along but knowing my phone and chat experiences this week I knew it would be escalated; but  I explained my situation/experience for probably the 10th time this week and he promptly said he'd have to get someone to help me.  He brought over a guy who already had a little attitude asking me what the problem was.  I explained again and said he couldn't help me.  So again I asked if I could speak to the supervisor - who he said was the person who sold me the phone but said he wasn't there.  As he searched for a pen he complained about people making offers to customers that they don't understand and he handed me a post-it note and said "here's the supervisor's home number - call him, but he may not answer today because it's Sunday".  I thought that was highly inappropriate and said so - and  looked to the now  three people standing there  and said so none of you can help me now? (the original salesman, this guy complaining about his fellow employees, and another saleswoman who had walked up with I'm assuming a question she needed to ask her fellow employee).    he responded "No" to my question and said "come back Tuesday".  Granted I exasperated, frustrated and tired and mumbled and shook my head  "i'm not coming back" to which he responded "Good."  I was shocked as I was frustrated, but not rude or accusatory - just pleading for some resolution.    Full disclosure I shocked  myself when I retorted  "Good?!!! - FU" to which he said "you too".  I'm still in shock of how I was treated.  A very long standing VZ customer and have never been spoken to by any salesperson, phone agent like that.  Just thought you should know as this guy is NOT a good representative for Verizon nor should he be in customer service.  Kneal and Adonis on the other hand were two excellent phone representatives -  truly trying to help me resolve this issue.  Adonis, who I spoke with tonight  said I have to wait a week while my account is reviewed, but I"ll remain hopeful that I will get the correct email to access the NFL on us - the only reason I went into the VZ store last week, and get my Disney Plus reengaged  -- that was disconnected during my initial visit while the rep was in my account (a different but related issue).  But this note here was really to address the poor customer service in store.  #verizon #customerservice #rude