Verizon does not care about customers!!!
oneunhappycustomer

On Sunday, December 9th, I visited my local Verizon store in
Inverness, Florida.

I was excited about getting a new phone and had already
decided on the new Galaxy S III. The store was pretty busy, so we I to wait,
after waiting for about twenty minutes a very friendly sales representative by
the name of Jay was ready to assisted me. I explained to him that earlier this
year I had purchased and returned a phone but that my account had not been
reset to show that I was eligible for upgrade. He then called into Verizon and
spoke to someone named Brandy (<Phone Number deleted>) who stated that she
could not do anything about this situation due to my lack of having a package
tracking number from the phone I had “so-called returned” because it was not
shown as being in the warehouse inventory. After numerous attempts by the sales
representative, as well as myself, to further explain to her that I had
documentation printed from Verizon showing my account being credited monies
back after the phone had been received back into inventory. In an attempt
extinguish the animosity between myself and this Verizon representative, Jay
asked her if there was anyone else, possibly her superior, which we may speak
to. She then put us on hold while she contacted said superior, which reiterated
exactly what she had previously said. My store sale representative had kindly
put his phone on speaker so that I might also be privy to the information given
by these two female representatives. Along with my frustration of the
situation, I had to also sit by as the two of them exchange casual niceties, as
if the store sales representative or myself were not even present. By this
point, I was extremely offended by the utter disregard for myself, being a
loyal customer and for the embarrassed store representative. The superior
explained that even though I had documentation showing the previously purchased
phone had been returned, Verizon did not have any documentation from their
warehouse as ever being received or restocked. She stated that she would have
to file a form to investigate if the phone was indeed received. I was concerned
because this issue was from the beginning of the year and it was now December,
what if they could not find anything? I asked her that very question and she
responded with the answers I dreaded the most: You will have to wait and see
“if” we can find the phone, you are still under a contract because of your
upgrade, and you will be eligible for upgrade again October 2013.

I can not even begin to emphasize my disappointment in
Verizon. I was completely shocked by how not only I was treated but how these
female representatives had also disregarded a fellow Verizon employee too. At
several points he actually had to ask if he could speak without being talked
over by one of them. I would not refer any of my friends, family, or even total
stranger to your company.

The phone call ended with Brandy stating she would get back
in touch with me with an update (which never happened). It is now December 20th
and I am yet to hear from any Verizon representative. Earlier this evening, I
called and spoke with Jennifer (Badge ID#<Deleted>) who was extremely helpful. I
explained the prior situation and provided her with the exact information that
I had provided previously to the store sales representative which then verbally
relayed the information over the phone to the two female representatives. In
matter of minutes, she was able to find a tracking# (<Tracking Number deleted>)
that was received by the warehouse on March 2nd. She could also see
that there was not a name documented for the Verizon employee that sold me the
phone, which came up during my prior conversation because I had to keep
defending myself that I had purchased the phone not in a store, not online, but
over the phone when someone from Verizon contacted me. Jennifer placed me on
hold while she contacted someone else to help her. It wasn’t long and she came
back to the line reporting that she had been able to reset my eligibility. She
apologized for it taking her so long, but I explained to her that when I had
went into the store, I had to wait almost two hours without getting any
acceptable results. I am glad to know that your store representative (Jay) and
your customer service representative (Jennifer), still care about providing
good customer service. If it was not for them, I would honestly believe that
Verizon did not have one ethical employee who believes in doing the right
thing!  Even though I finally got it reset, I have never received any response from customer service regarding their employees nasty attitude and lack of professionalism! After the way I was accused of not returning a phone that they had records of receiving, I think they should give me my upgrade for free!

<Personal information of employees and tracking number removed for privacy per the .>

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