In store Experience

[AT_CREATIVE_70]

I just had the worst customer service experience of my life. I went to the Verizon corporate store at 2300 Harbor Blvd in Costa Mesa, Ca to upgrade my daughter’s phone. The gentleman helping me informed me I couldn’t finance the upgrade because I was over my credit limit. I have several devices on my account, so I wasn’t shocked. As a matter of fact, I ran into this same issue a few months prior at the same store while upgrading another phone. I explained to the representative that the lady who helped me last time I was there made a call to Verizon finance, and they happily extended my credit limit because I have been a customer for 20 plus years. The representative went to ask his manager if there was anything he could do, he returned and told me the manager said they had no one to call and to do it myself. At this point I asked to speak to the manager for further explanation. He pointed to a gentleman and said, “That’s Jason, he’s my manager”. I looked at him thinking he was going to get Jason for me, and when I realized he wasn’t I approached Jason, who was standing at a table with a person who appeared to be another Verizon employee.

I approached and said “Hi, are you Jason?” Jason turns to me and points speaking in an aggressive tone he said “I’m with a customer here. I’ll help you when I am done, and it’s going to be a while”. Jason’s delivery was shockingly intense and aggressive. The man he was helping was wearing a black shirt, so I thought he was an employee. I had no idea I was interrupting. I was totally taken aback by Jason’s attitude.

Seconds later Jason handed the man a box, and the customer departed. Not sure why Jason said “it’s going to be a while” if he knew he was finishing up with his customer. After finishing his transaction Jason walked over to the table where I was. I explained to him a very nice and helpful representative helped me with this very same issue a few months prior, and asked if he might be able to help. He replied in a curt tone “Listen, I’m going to explain this to you. What matters is what’s happening now. What happened in the past doesn’t matter. We aren’t making any phone calls for you. Your credit limit is maxed and that is because of your payment history”. I asked him why it wasn’t explained to me why the full retail price of a free iPad on my account went toward my credit balance when I accepted it. He said, “I can 100% guarantee you that was explained to you when you accepted the iPad”. It most definitely was not. Again, he spoke in the most rude, arrogant tone I have ever experienced from any customer service person, from any business, ever. I confirmed the name of the manager, Jason, and left the store.

I left the store and called Verizon customer service. Fortunately, the person I reached was a pleasure to talk to. I did file a complaint with her, and she was helpful in outlining my options. In the store they told me I have $100 of available credit, the person on the phone told me I have $450 in credit. I left the store ready to start my transition to AT&T starting with the four devices I have that aren’t financed through Verizon. Now I’m leaning towards chalking this one awful experience up to a bad apple within Verizon’s operation.

Jason is a liability to Verizon’s business. As a business owner of 30 years, I know there are times when “no” is the answer, but there are so many ways to handle that communication without being confrontational or rude to the customer. When I unwittingly interrupted Jason while he was with a customer, he could have turned to me with a smile and said, “Hello sir, I’m finishing up with this gentleman and I’ll be with you as quickly as possible.” When I asked for his help extending my finance limit he could have said, “I’m sorry sir, I’m unfamiliar with the process our representative used to help you extend your credit on your last visit. Let me check into that with my supervisor.” Instead, he treated me like an unwanted customer. He made me feel like Verizon would be better off without my business.

I have never taken the time to make a complaint like this. I’m not all that sensitive and I understand everyone has bad days, but Jason’s approach was 100% intentionally aimed at intimidating me. Hopefully informing Verizon of my experience will give Jason’s supervisor a chance to learn and correct his tactics.

[AT_CREATIVE_70]

• Hey Verizon, thank you for sending me an email survey regarding the complaint I filed regarding this issue via phone call. It is well beyond the three business days Verizon asked for to return with a response. Do I need to return to the store and confront Jason directly? If so I'll be wearing a camera. I have a lot of social media followers. Follow up, I'm not going away. 

[vzw_customer_support]

Hello, AT_CREATIVE_70, thanks for taking the time to reach out about your experience at our store location. We certainly want to help ensure that your voice is heard and that your feedback is submitted to the store. So we can best assist, we will be reaching out via Private Message.

-Lauren

[eggboki]

Adding in my own bad experience as I’m still disappointed a week later: 

My visit to the store on Roosevelt in South Loop was extremely uneventful and not helpful at all. The worker there named Xavier did not assist me in setting up my phone properly nor in a timely manner. I checked in to wait for an appointment using the kiosk and still had to wait even though Xavier was on his phone watching videos. I ended up going up to him for help and he told me that I can only do a phone upgrade via the app and to come back once I completed that after I questioned why the price and instructions on the plan and upgrade would be different. He then resumed going on his phone and watching videos. Then I went back after completing the upgrade on the phone without his help and he said again I had to wait until the order was processed to the store via the app. He disappeared to which I assumed he went to go get the phone as we talked about which one I wanted in the beginning of my visit in but he came back empty handed. I then asked where the phone is since he was gone for about 20 minutes and he said oh I’ll go get it. He then gave it to me quickly and again told me I could complete the transfer at home by myself. After 3 days of having the phone, I still hadn’t had service and had to go in to fix this situation that took another 2 hours with another worker at the same store. It was an  extremely inconvenient two visits.

[vzw_customer_support]

We're sorry to read about the situation in the store and we want to get more details on the situation. We'll be sending a private message. ~Peter