It’s a real shame that the only way to *maybe* get Verizon’s attention is to leave bad reviews in public forums. They make it impossible to get help higher up the food chain when someone at the bottom of the customer service experience fails. And it happens often.
The latest fiasco happened yesterday when my 70 year old mother went to trade her phone for a new one. She was gone for hours, and came home in tears with a phone that wasn't set up properly. I got it set up properly and went back to the store the next day with her to turn in her old phone and ask for a refund for the $30 they charged her to set up the phone. We talked to the manager, whose snarky attitude from the start was extremely disrespectful. All I wanted was “hey I’m sorry your mom had some trouble yesterday, I’ll be happy to give her $30 back and try to make this right.” Instead we got “well it’s not my fault if Apple’s servers are slow and taking longer than you think it should to transfer the phone.” That wasn’t the issue. Not that he would’ve known since he had ZERO interest in asking me what actually happened. All he did was argue and argue and try to make my mom feel stupid, and insisted that refunds were not possible even if he thought we deserved a refund. Shockingly horrible customer service. I can’t even remember the last time I was treated so horribly by anyone at any company.
Of course trying to find a regional manager has been impossible, as well as any kind of rep anywhere who is willing or able (apparently) to do anything about it. If anyone knows how to reach a regional manager for Longmont, Colorado I would be extremely appreciative.
Hello, Billyjoeroberts. Help is here, and please accept by biggest apology for the experience you mother endured. We always want to be respectful to our customers and their time. Please tell me more. Was this a premium retail store location? Just to confirm, is your mother's phone completely set up and working now? We look forward to assisting you.
-Natasha
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