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Bad Corporate store experience
teresa3057
Member

I have had some of the most horrible experiences with verizon customer service.

I recently started my verizon account it's been 14 days exactly I believe. The only reason I have not canceled my service already is because I must have verizon where I live if I ever want to use my cell phone inside my home that is.

My phone is the iPhone 4.

From day one I have had issues with all 3 of my iPhones. Called customer service and was treated very well. I was told to take my phones to the nearest verizon corporate store because the customer service people (I have had more than one phone conversation with verizon customer service) did not know how to correct my issues. I was told my account would be noted to state my issues and corporate store should fix my phones. If they were unable to do so corporate store should issue me new phones. If that wasn't possible corporate store should offer me the next step up that they had in stock because brand new phones, 3 of them at that, should NOT be having these issues.

My phones were all doing the same thing before and after the ios7 update.

Sensor would not lock the screen when talking on the phone, causing the phones to hang up, attempt to log into FaceTime, and muting. Very frustrating problem!!!! They were also sending texts to the wrong phone. Example; I would text my daughters line and my mothers line would receive the text. I would also receive the very same text I had sent out.

The phones would also randomly make calls with no one touching them!!!

Just a lot of annoying and bizarre issues.

Therefore on the advice of verizon customer service I took my 3 iPhones to the closest corporate store. Mind you this store is 60 some odd miles away from my home, yet another inconvenience to endure only to be treated absolutely horribly!!!

At the corporate store in boardman ohio, also known as Youngstown Ohio, I'm told to wait and asked for my phone number and name. Once it is my turn I set my 3 phones on the counter and began to explain the issues I had. This is an exact quote the rep there said to me, "this is a known issue with the iPhone 4, you should have done better research before choosing your phones, we are not phone techs and cannot help you goodbye."

I was shocked to absolute death!!! I work in the wireless dept. at walmart, I am not a phone tech either but you can bet I will use every tool I have on hand including my own phones data to fix or attempt to fix my customers cell phone problems. I have never told a customer what I was told by verizon corporate store!!!

I responded to the sales clerk with, "excuse me? You cannot even LOOK at my phones? " clerk said, "no, we are not phone techs, go to Apple store, goodbye." (Apple store is in Akron Ohio a 100+ miles from my home, and approximately 60 miles from boardman ohio. I responded with, "mam I have already drove over an hour to come here as verizon customer service told me to. I was under the impression I would receive help here." The clerk said, "we are not phone techs, I'm sorry you were lied to, please go to Apple store, I have to get to the next person goodbye."

Appalling

I left verizon corporate store and went not even an entire block up the street to a new company called Broke Ass Phone.

I explained my issues to the gentleman there. He asked to see my phones and immediately knew the issue. It was the survivor phone cases I had on them. The cases were allowing too much light in when we would talk on the phone, therefor the sensor could not lock the screen for talking. The cases were also putting pressure on several buttons causing the random calls while sitting on the coffee table and no one touching the phone. All this was corrected by simply removing the front cover of the phones cases. The texting issue was due to the ios7 update and yet another simple fix. Simply uncheck all numbers except that phones in my Apple settings. Further more Broke Ass Phone did not charge me one cent!!!!

Why could verizon corporate store not treat me that well? I myself treat my customers by far better! You do not have to be a phone tech to help someone with their phone. In fact isn't it any wireless sales associate responsibility to educate themselves in simple phone issues?

Like anyone else I have mentioned my experience to other people. I am very sad, as well as concerned, to say the treatment I received is not an isolated instance. Therefor I made this post in hopes that someone at verizon will be as concerned as I and actually step up the training of their store clerks. With the FREE classes verizon offers to their customers there should be absolutely no reason why any verizon rep or sales clerk should not be able to trouble shoot any phone. In fact, shouldn't all verizon clerks and reps be required to take these workshops? Being a wireless sales associate myself I am very excited about these workshops! I will absolutely participate in any near me because unlike verizon corporate store I care about my customers. I want my customers to choose the right phone and plan for their needs and to be happy with their choice. This creates repeat customers who will send even more customers. Word of mouth is still the best advertisement any company could have.

I hope my post is taken seriously, I pray any future experiences I have with verizon will be good ones.

Thank you for your time.

Labels (1)
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Re: Bad Corporate store experience
vzw_customer_support
Customer Support

Hello teresa3057,

     Thank you for sharing your feedback with us as it's EXTREMELY valuable to us! As your wireless service provider, we have a responsibility to ensure that you have the BEST experience with us! We want your shopping and retail experience to be a memorable and magical one! Based on your posting, we clearly dropped the ball! I want to refresh our commitment to you, our customer, and show you why we are the best wireless provider for your wireless needs! Please accept my sincerest apology for the subpar experience. As a wireless specialist, I  want to ensure that you are getting the most out of your device/service. If there are any unresolved issues then please reply with a private message. This way we can partner together and explore all options for you.
 
Thank you...

ArnettH_VZW
Follow us on Twitter @VZWSupport

Re: Bad Corporate store experience
teresa3057
Member

Thank you for your response. Sadly we are all still experiencing issues with all 3 iPhones. We cannot return them to the store we got them at, all of us with the iPhones are absolutely miserable with them. Is there any way we could exchange them for something else?

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Re: Bad Corporate store experience
rcschnoor
Sr. Leader
Sr. Leader

Unfortunately, the period to exchange for something else has passed. You have 14 days from the date of purchase to make any exchanges for different phones. After that, you would have to purchase a different phone.

You may have better results if you were to bring your iPhones in to an Apple store. They would most likely be able to help more than a Verizon store.

Good luck.

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Re: Bad Corporate store experience
vzw_customer_support
Customer Support

Hello again teresa3057,

I'm glad you asked my friend! First, I would like to express my empathy for your dissatifcation with your iPhones. We want you to love your devices and unfortunately that is not the case right now. I'm sure that we have some options on getting you another phone. May I ask is there any physical or liquid damage on the device? Also, what model device(s) are you interested in getting? Here are 2 links to help you get the best value  on a new phone for you to consider, http://bit.ly/GGnDDC & http://bit.ly/11uYaHJ. Let me know i

Thank you...

ArnettH_VZW
Follow us on Twitter @VZWSupport

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