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Why won't Verizon take responsibility for their incompetent staff?
burntcandle
Member

After reading many user responses to customer grievances that embody a general tone of "you should have known better", I'd like to start this complaint by declaring that it is NOT the customers job to know technical details about devices and services. We pay a premium price to trust that the people who are helping us are qualified to do so properly. For example, I’m not a cook so I don't go to an upscale restaurant and stand in the kitchen to watch my food being prepared. If the meal comes out terrible, I inform the staff and they comp part of the bill or offer another resolution. I’m not a mechanic, so I don't learn how to fix the problem with my car that I brought it to the shop for. That’s why I’m paying them. If they fail, they take responsibility and make it right. So it’s no wonder that I can’t for the life of me comprehend why these basic codes of ethics are lost on a business like Verizon. I’m not a smart phone salesman, so I don’t learn every detail about the device I am buying. If I have questions about the device, I expect them to be answered correctly. If a mistake is made on their behalf, I expect them to find a way to make it right. The bottom line is, customer satisfaction should be the cornerstone of any reputable company and I cannot understand how that is so clearly not the case with Verizon.

My story:

I purchased a Pixel 3 on Nov 25th 2018 to upgrade from a Pixel 2. In order to get a trade in credit, I payed off the remaining balance of $339 for the Pixel 2.  When I inquired about the data transfer the sales rep was very kind and assured me that I didn't need to back up anything on my own and that the transfer would be seamless. I was hesitant about this and even followed up just to make sure he knew what he was doing. He said not to worry and that he had administered dozens of these without ever having a problem. I trusted that he knew what he was talking about and assumed that Verizon employees prioritized the safety of their customers data. He proceeded to perform the data transfer in the store. All seemed well upon my review at first glance, so my Pixel 2 was wiped and turned in. Low and behold, I get home and come to find none of my additional photo folders were transferred (over half my photos/videos), none of my downloaded content, none of the photos in text message threads, none of my WhatsApp conversations, and a few other minor things. This included a whole year of documentation of my young son's life and an hour long recorded conversation I had with my dying father. This was clearly anything but a "seamless transfer". I called the store back to ask what had happened. He told me he didn't know and that "[removed], that really sucks, man”. Did he really just say that? Is this really happening? Unbelievable. So I go do my own research about transferring Pixel phones and easily find this very obvious page Pixel Phone Help (scroll down to "What Doesn't Copy During Setup") about what will and will not transfer. Surprise surprise, any photo folders not manually synced with the cloud will not transfer and neither will text message photos. Seems like some basic knowledge a sales rep should have before gaining my trust and assuring me that everything will transfer with no problem. Extremely displeased and rightfully so, I call the store the next day to talk to the manager and ask what they are going to do about this. The managers response was "I can't expect all my employees to know every little detail about every device". Little detail?? The safe transfer of personal data is arguably the most important highlight of upgrading a phone! Especially when a customer specifically asks about that very important detail. In addition, the manager assured me that they would "use MY experience as a training tool for his staff so that this wouldn't occur again in the future". So essentially, my loss was admittedly going to benefit them in the long run yet there was nothing he could offer me for being the test subject. I explained that I was very displeased with this response and that I wanted my old phone back. His answer was that he would be happy to take back my new phone and waive the restocking fee, but that my old phone was now the property of Verizon. So, I'm stuck with this new phone and half my data lost due to Verizon’s error and they refuse to take any accountability or offer me any kind of compensation. I proceeded to spend half a day on the phone with customer service, being transferred, redirected, hung up on multiple times, disrespected and ultimately told that Verizon is not responsible for my loss despite the fact that it was a Verizon employee who was unaware of the data transfer details specific to my particular device. After many years of being a loyal Verizon customer in good standing, I was basically told to go kick rocks. As a last resort, I filed a dispute with my credit company for the amount I had just paid off on my old phone (which, is now property of Verizon). As I believed that at the very least I shouldn't be held responsible for this charge considering Verizon lost half the data on the phone and refused to acknowledge it. Of course that amount is now back on my bill and Verizon is threatening to delay my service, etc.

Over the last two months I have written formal letters to the company and placed many calls, with no resolve. Hours of my time lost. I am finally posting this in hopes that a Verizon representative with some integrity will read it and do the right thing to remedy the situation.

Thank you.

Content modified as required by Verizon Wireless Terms of Service

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Re: Why won't Verizon take responsibility for their incompetent staff?
Piscestg
Sr. Member

I moved away from Google/Android three years ago. I'm not sure if their process has changed, but I would always copy my files to MY computer. Now with my iPhones and iPads I often run complete backups on MY computer. I use the cloud very little, only for bookmarks and a few note pads. I would never, never, never trust the cloud or a sales rep for any thing  important. Unfortunately sales people often tell you what you want to hear. I also don't trust the cloud as servers have been hacked. I know this doesn't help now but I ALWAYS run complete backups that I have control over. I'm sorry to hear about your loss of data. It's a shame when sales reps don't know what they're doing and make a major mistake.

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Re: Why won't Verizon take responsibility for their incompetent staff?
boringusername
Sr. Member

"it is NOT the customers job to know technical details about devices and services"

Yes it is. it's 2019 near 20 years into the 21st century those that choose t take pride in not being technically savvy are going to be left in the dust. because as the years go on it's only going to be more necessary

Re: Why won't Verizon take responsibility for their incompetent staff?
vzw_customer_support
Customer Support

I am shocked to hear about the experience you had with your photos and videos burntcandle. I know how precious memories can be and I do apologize that the pictures did not transfer over to the new device. It is never our intention for our customers to lose their photos. There are no words that can express how truly sorry we are for the experience you had. If there was a way to get those photos back we would do everything we can. It does seem like you spoken to many reps and they have tried to help. I am also shocked to hear about the experience you had with you call being disconnected, transferred and etc. This does not sound like us at all. I will like to leave feedback on your behalf. I am more than happy to help in double checking and making sure that we have done everything in our power to help. Please check your inbox. 

 

 

AmberF_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Why won't Verizon take responsibility for their incompetent staff?
glitchedpixel
Sr. Member

Would you trust a stranger on the street to watch your car with keys in the ignition? If you answered no, why did you do the same with memories? Searching "how to backup my photos" would have been faster than typing all that.

USB drives are cheap, 1TB hard drives are cheap. For photos that matter, you backup locally. Calling up customer service is wasting your time and their time. Treat this as a life lesson. As boringusername​ mentioned, it's up to you to be in the know. Computer tech is my thing and I take pride in knowing I'll never get ripped off by agents at Best Buy etc. Photo backups aren't even that technical.

Re: Why won't Verizon take responsibility for their incompetent staff?
burntcandle
Member

Taking pride in not being technically savvy? No idea how that's what you took away from my story. And suggesting that a customer should know more about the product they are buying than the company selling it is utterly ridiculous.

Re: Why won't Verizon take responsibility for their incompetent staff?
burntcandle
Member

Yes I realize now that I cannot trust these people. However, I'm astounded that it is simply tolerated and there seems to be no call for better staff training. Instead, the blame is put on the customer? This is a "too big to fail" situation.

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Re: Why won't Verizon take responsibility for their incompetent staff?
burntcandle
Member

Every mistake is a life lesson. This mistake was bilateral. Verizon told me to trust them when clearly they shouldn't have. And I believed in the integrity of a reputable company when clearly I shouldn't have. Lesson learned? Yes. My point is, an equal mistake should make for an equal outcome for both parties. Instead, Verizon gains a profit while I suffer an irreplaceable loss. Advocating for deceptive business practices and private corporate interests while placing all the blame on the consumer would suggest that either you're a shill for Verizon or you just have a complete lack of moral principles. Would I trust a stranger to watch my car? Of course not. Would I pay a reputable car watching company to ensure the safety of my car? Why wouldn't I?? Your analogy is weak and your arrogance as a computer tech talking down to common folk is in poor taste. However, if the sales rep I dealt with had been as crassly honest with me during our interaction as you, I wouldn't be going through this. Essentially your point is that I shouldn't have trusted Verizon. Agreed. All I'm asking for is Verizon to take responsibility for not telling me the same.

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Re: Why won't Verizon take responsibility for their incompetent staff?
boringusername
Sr. Member

burntcandle wrote:

Taking pride in not being technically savvy? No idea how that's what you took away from my story. And suggesting that a customer should know more about the product they are buying than the company selling it is utterly ridiculous.

I didn't imply such a thing. I said learn about the tech you use. This solves most issues.

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Re: Why won't Verizon take responsibility for their incompetent staff?
burntcandle
Member

I responded to your message and didn't hear back. This issue is still unresolved.

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