A short while ago, I quickly exited from the second of two Verizon Wireless stores here in Orlando, FL.
I lasted less than two minutes inside one today.
I was greeted the moment I entered the store door (Orange Blossom Trail), and asked if I needed assistance. I thanked her for the offer, and said I'd like to browse around the phones for a few minutes, and then I'd ask any questions that arose. Her response: "You want to just . . . browse . . . the store?" I confirmed that was my intent. She then wanted to know what phone I was interested in checking, so I offered it was the newest Samsung Galaxy S7 that I was eligible for as an upgrade according to the e-mail I'd received from Verizon, but that I just wanted to check out an actual phone for a few minutes. I walked over to the display, and before I reached the phone, I was asked for my phone number so she could check for any potential upgrades. Although I'd just advised that was confirmed, I gave her my number and hoped that would satisfy the buying process for a brief while. Nope! I was then asked to provide her with my drivers licenses so that she could verify my account. All this before even touching one single phone.
People shop in different fashions. Some have done zero research, and need immediate hand-holding. Some have done full research and need zero assistance beyond ringing up the merchandise. In my case, I'd done a good deal of research, and merely wanted to have a tactile experience with the product before committing to a sale (especially now that VW has gone to full device price plans). I'd been very nice, but also made it clear I just wanted a bit of time on my own, which this particular store apparently couldn't accommodate. I explained my surprise, concern, and dissatisfaction of that process and that I'd be leaving the store immediately. Her response: "OK".
Is this a new normal for all/most Verizon retail stores?? If so, I'm absolutely positive I won't be re-entering another one ANY time soon.
I went a few blocks down the street to the local Best Buy retailer, which has a nice Samsung display available for my 'browsing'. I was asked if I needed assistance, and after a few minutes I did have some questions, and every single one was fully answered. I'm going to upgrade to this new device, and will have to do that ordering online (which should be easy) since going into an actual store for assistance creates a selling frenzy of sorts. This is a popular phone, so it doesn't seem possible they'd be hurting on sales so bad that they'd run off long-term customers.
I'm the same way. I might know exactly what phone I want, but I want to see how it feels in my hand, and how it actually works. I have used a line that works pretty well with obnoxious salespeople: "thanks for the offer, but if I wanted to shop with a friend I would have brought one." Gets my point across without being nasty about it.
Ooooo, I like that approach, and might use it as well. : )
Thanks for the suggestion . . . although I highly doubt I'll enter the doors of a retail location any time soon. They truly were that much of a downer.
I don't blame you. Fortunately, the store near my house has always been very supportive of browsing and trying the phones out (seriously, why the displays if there is a "No Touchy" policy?)
My local store (corporate store) has typically let me come in and "play" with the display phones, which I do from time to time just to see what's new. I too, do a lot of research and comparison shopping before I ever get to the store, so I pretty much know what phones I want to look at, and what features I want to explore.
I haven't been in recently though, (6 months or so?) and things may have changed - I usually am approached but say I'm just looking, getting ideas ... they haven't been overly pushy.
DGP1111, I apologize to hear about your store experience. We never want you to feel pressured into anything. Upgrading should be an absolute joy!
Some customers enjoy a proactive approach when entering the store location, but you it is our responsibility to listen to you, and act accordingly.
Please provide us with the store locations in which you have experienced this. Your feedback is always welcomed. You can always ask for a store manager to complete feedback on your experience in the store whenever you feel uncomfortable as well.
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Thanks, VW Support, for your response. I do appreciate that. Really.
According to the forum Terms of Service, I can not give exact addresses, or names of the sales consultants I encountered . . . or I'd get redacted here online, and possible put in the corner. Yep, I actually read the rules : )
The locations in Orlando, FL were on Orange Blossom Trail and also Kirkman Road. Since there's only one retail store on each of these roadways, it would be easy to research.
One of my co-workers is also highly considering an upgrade to the Galaxy S7 Edge, and went into the OBT location to attempt a hands-on experience. I'd already advised of my personal challenges at that store, so was interested in his outcome as well. Pretty much the same as mine, and he chose not to provide his license as ID just to do a browse. When the sales staff remained by his side, he chose to exit as I'd done earlier.
My new phone arrived via FedEx early this morning, after being ordered over the phone on Monday. Looks great. Quick service that I'm very grateful for. Seems odd that an anonymous voice over a phone could accomplish SO much more than a live breathing body in an actual Verizon store. It is what it is, I guess.
Co-worker is going to come by my office tomorrow to try out the new device, and I highly anticipate he'll be ordering one via phone shortly thereafter. My test drive at Best Buy was the key factor in my purchase, and I'd have purchased through them if they had the option for the Gear S2 watch . . . which may become a whole new challenge if the multiple forum posts about quantity is deemed true later this month.
Again, thanks, for the response.
When I do go into a Verizon Store, which is as infrequently as possible, there is always a wait, so I always had time to browse, even if I did not want to.
If I want to see a phone, I go to Best Buy. I then order online to avoid all the sales add on pressure tactics.
I learned my lesson the hard way. An employee in one of the stores pressured me and manipulated me into buying several accessories onto my account leading me to believe I could make affordable monthly payments. I was wrong, the entire total showed up on my bill and had my account suspended till I was able to catch up on paying the balance.
We strive to deliver top-notch customer service. I am concerned to read about your experience and would like to make sure the feedback is lifted up through the proper channel as well as assist you with your concerns. I am sending you a Private Message so that we can review account details.