Customer Care Pro Department: Fact or Fiction

[kllavas]

Is this a real dept at Verizon?

Here is my story:

So my daughter’s iPhone 4 was stolen. I did online chat and
visited a store and received conflicting information regarding replacing the
phone. I decided to call customer care to see if I could get a definitive
answer and honestly maybe a courtesy service (i.e. extend my current contract
for an additional two years or use an existing $300 promotional credit I have on
one of my lines toward the non 4g iPhone 4). Basically, I did nothing but waste
my time.

When I called customer care and sat on hold for 5 minutes or
more, I explained my entire situation to the rep that answered. She offered all
the standard options of buy a new phone at full retail, buy a phone from ebay,
buy a $300 certified pre-owned iPhone, etc… I explained that none of those
really sounded good to me and I wanted to know if there were possibly any other
options. She said she could not do anything but would transfer me to someone
who could. On hold again, then explained to another young lady the entire
situation all over again. She said something could be worked out but it had to
be handled by another dept and she would transfer me. CLICK and then I here an automated
voice asking for my 10 digit number which I entered. Pressed whatever digit was
appropriate and got the “Sorry this dept is closed” message. Frustrated, I call
back and wait through the holding period again, explain what just happened and
ask to be transferred. I am told there is no need for that, “Just tell me what
is going on so I can get a good understanding.” AGAIN I tell the whole story
and we review the options and she says “Well, let me put you on hold and see
what I can do.” She never comes back. I hung up after 45min.

Following morning (today) I live chat and ask for a different
number than 800-922-0204 but apparently no other one exists. Call back, another
holding period, explain EVERYTHING AGAIN, reviewed the standard options, and
finally was told that I would be transferred to the “customer care pro dept”
(finally got the name of this magical place). So of course I explain it all again.
I even mention how the very first person I contacted (via chat) said that I
should insure the phone since it is open enrollment. “Just be sure you don’t
file your claim on the same call “ (the live chat person really included the winky face).

The customer care pro said that definitely should not have been advised and apologized

for that and all of the other misinformation that I had received but unfortunately, the standard

options are my only options. I begged and pleaded for some type of exception or
courtesy but got absolutely nothing.

I then offered to purchase a tablet since I am in the market for
one anyway. I understood that I would have to pay full price for the tablet and
place it on the existing line of the stolen phone and change that monthly
access from $40 to $10. Then I could activate a new line and get the two year
contract price on one of the iPhones with $40 monthly access. If I were to do
this, all I ask is that the activation fee be waived. “That is a standard fee
that can’t be waived.” I asked if the upgrade fee was standard and was told yes
but it was not something I was being charged. I then explained that I have had
that fee waived before and she responded “You can’t expect that every time and
what I meant was I am not going to waive it.”

And that was the straw… I will be checking into moving all of my
lines to another carrier especially since they are now offering rebates to
cover early termination fees.

Sad thing is Verizon didn’t technically do anything wrong other
than suggesting I commit insurance fraud and mention offers that are not
generally available unless you get the right person to authorize it. Their
customer service is just going down the drain.

[ttipgem]

It's unfortunate that you seem to have gotten somewhat of a run around and perhaps some incorrect information, but the bottom line is that you are asking for an exception.  Multiple exceptions.

You want a subsidized phone when you aren't eligible for one.

You want the activation fee waived.

These things are not done.  And why should they be.  Why should everyone else be expected to pay the fees and abide by the rules but those don't pertain to you.  That doesn't seem fair.

[jroeder]

To answer your initial question, that department does exist because you spoke with an agent there......or so they say.

But to your dismay the "pro" team will not give you an exception either and so you don't believe that department to be real. Did you expect the "pro" team as a group who grants customer wishes regardless of rules, did you expect them to be a team who will give you early upgrades and waive fees, give you a free month of service and extra "loyalty" discounts?

In most companies the "pro" team is called the escalations department, where they have more access and more capabilities. While this team as the ability to waive/credit standard charges and give early upgrade and so on, does not mean they will.

Good luck wherever you go

[kllavas]

Gotta love Verizon employees...

Note that I did admit I was asking for more than the standard options and also admitted that verizon really did no wrong. I find it odd that they would choose to not have me purchase a new device from them with an additional 2 year contract over such a small (in comparison) fee and I guess that is what somewhat offended me.

And you are slightly incorrect in your assesment. I am eligible for a subsidized phone (love the way employess like to use the term "subsidized") as long as I activate a new line as I am sure you read I was willing to do.

Hope those points help increase your annual bonus!

[kllavas]

Gotta love Verizon employees...

Speaking to someone in a department I can't ask for or dial directly is not "Proof of Life"

And your escalations department will normally not only acknowledge that you guys made a few mistakes and or may be misinformed but also extend some for of courtesy. Just because propaganda states you are gaining more lines than you are losing doesn't mean you should write off your existing customers.

Hope those points help increase your annual bonus!

[ttipgem]

I'm not a Verizon employee.

But good luck.

[jroeder]

This is a customer-to-customer forum.

I am not a Verizon employee and so therefore my annual bonus does not increase. Thank you for your concern in my annual wages though.

And sure they could extend some courtesy, however you are not entitled to it. You are no exception to the fees, I wish I received a upgrade fee waiver too..........but I understand the concept that I pay the fee like everyone else.

Look into T-Mobile, they are offering contract buy-outs currently. Hope everything works out for you

[kllavas]

My apologies for the accusation.

I assumed too much after reviewing your previous posts. You defend verizon quite well and offer many verizon links to back it. I am sure you can see how I formed my opinion.

Again, didn't mean to offend you.

[kllavas]

Guilty as charged. Compassion for others. Please forgive my concern for your livelihood.

I say again that I did not think verizon did anything wrong so please understand I felt no sense of entitlement, just frustration and disappointment. I gues to vent my rants on this customer-to-customer forum (where so many Verizon Support responses can be found ) was a bit of poor judgement on my part. I guess this forum is only for happy customers and employess to share with one another.

[ttipgem]

No, here's the thing.  You DO get to post your rant on the forums.  However, others get to post their opinions, too, which might not agree with yours.

You might not think that you posted with a sense of entitlement, but let me point out where you did.

You asked for an exception.  You didn't get it.  You stated that "Basically, I did nothing but waste my time.', which implies that you were entitled to what you asked for.

Then you stated " I have had that fee waived before" (which likely is inaccurate because the upgrade fee is new).  And again, your request was denied to which you posted, "And that was the straw… I will be checking into moving all of my lines to another carrier "  No sense of entitlement there??

Verizon used to allow customers to "stack contracts", (ie enter into a new one before the old one was done and roll the old one into the new one) but they don't anymore.  But this resulted in people having longer and longer contract obligations which they then complained about as well.

Here's my two cents on things that YOU could have done to avoid this.

1. Have insurance on the phone.  Whether that be through Verizon/Asurion, or home owner's insurance, or some third party such as Square Trade. Or accept the responsibility for not having insurance which means that if the phone is lost or stolen or damaged, the user will have to take care of it out of pocket. Taking responsibility for oneself.

2. You could have gotten one of the Certified Pre-Owned Devices that the rep was offering.

3. You could have purchased a used device from a third party.

4. You could have purchased the tablet as you described and added another line WITHOUT expecting the fees to be waived.

I get it that you are frustrated, but some of it seems to be misplaced. 

And I get frustrated when people post their angry posts simply because their unreasonable requests/demands don't get filled.  People, in my opinion, should be reasonable and responsible which means (again in my opinion) fulfilling the contracts into which they voluntarily enter under the terms to which they agreed without expecting waivers or exceptions.