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Major Customer service issue. I cannot even believe how I was treated in a verizon store coming to them for help.
ddeuce22
Newbie

 I had issues with my phone last night and the customer service I received from my verizon store was ABSOUTELY APPALING. They offered a solution to an issue I was not having, did not address my issue, and when I asked them to address the actual problem I am having, I was told that they are not required or obligated to help me because they did not like that I told them the solution they came up with does not address the issue I am having. This is the customer service I received as a Verizon customer for almost 2 decades on multiple facets of the services they provide.

I have a family plan with 3 lines on it, plus my previous family plan which still has my mother and 3 sisters on it as well. I use verizon as my ISP and Cable provider at home and work, as well as I use their network fleet services for my company vehicle fleet for GPS services. I give verizon a decent amount of business on a small consumer scale and decent business on a commercial customer scale.

 

The store in Question where this happened was on Richmond Ave in Staten Island NY. This is not the first time i've had problems there but I refuse to be spoken to and treated like that when I come to them to help me with a phone issue.

The way I was spoken to and treated as a customer yesterday was disgusting and i'm strongly considering changing providers for my wireless service when my phone is paid off in 2 months. I unfortunately will have to consider changing my ISP, cable and GPS providers as well. I cannot worry about having to deal with rude and unwilling to help customer service when I have an issue with personal or business services that I need rectified to continue running my business.

 

Please contact me to discuss further details of the incident. Thank you.

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
vzw_customer_support
Customer Support

We are very sad to learn of your experience at the store location, ddeuce22. We are here to help. 

 

We always want all of our valuable customers to have a great experience with us, as well as to be treated with respect and in a professional manner. Get any issue you experience is always something we want to address and resolve for you.

 

What was the issue you were having with your phone? What was the resolution offered to you and what did you expect compared to what was offered?

 

We are asking these questions because we do want you to get the assistance that you deserve from us.

 

StevenG_VZW

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
ddeuce22
Newbie

What was the issue you were having with your phone?

The isue with my phone was the Bluetooth would not connect to my car. This is common so I figured I would troubleshoot it and fix it. I spent a few hours on it. I disconnected the phone, reocnnected. Nothing. I unpaired and re-paired. Nothing. I completely had the car and the phone forget each other as devices entirely, Nothing. At that point, the would not even recognize each other as devices in the search list. I reset my phone, I disconnected the battery in my car to reset all the settings there incase the issue was there. All of this did not resolve my issue. I took my girlfriend's phone (I have a Pixel 2 XL, She has a Pixel 2). It connected and worked fine. This leads me to believe its an issue with the phone. Software, hardware, or otherwise.

What was the resolution offered to you and what did you expect compared to what was offered?

I went into the store looking for help. They took my phone and connected it to one of theirs. He said oh look it worked. To which I replied yes, thats not the problem I'm having, it doesnt connect to my car.  So he replies ok, and proceeds to connect it to a bluetooth speaker. Also, not the issue i'm having. I responded with the same thing again, this does not resolve the issue i'm having, can you please help me. The Verizon employee's response to me at this point, VERBATIM, is i'm not going to help you with that attitude, nor am I required or obligated to help you at all.

So if he's not there to help customers, what is he there for?

 

I left, obivously upset, but I took a deep breath and decided that was not an acceptable response, so I went back in to the store and asked for a manager. I was greeted with the same reply, We are not required or obligated to help you, and then I was told to try troubleshooting it with some 3rd party website.

 

If I were to telll a customer of 20 years at my business, that i'm not required or obligated to help them, i'd be fired on the spot. How is this ok to say to a customer?

 

If they cant fix the problem then the phone should have been replaced. But I was never given that option, I was just instead told that verizon employees arent required to help customers, by an associate, and a manager.

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
mama23dogs
Legend

There are 2 stores on Richmond, one is a company store, one is not Verizon owned, and it’s employees do not get paid by Verizon.

 I realize you expected a fix for your problem, but that is not what cell stores do.  They are retail outlets.  Corporate store can help with warranty, but does not have tech-support and troubleshooting departments.   Authorized retailer stores have no such ability at all.  They do not repair phones.

If your phone is still under a one-year warranty, which is doubtful you can request a warranty replacement at a corporate store.    If you are out of warranty you can contact Google directly and they might still help you. 

 Cell phone carriers do not make phones, and they do not fix them. Warranty is from the manufacture with Assistance for warranty exchange is done through the carrier in many cases as a customer courtesy. 

 

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
ddeuce22
Newbie

This was not an authorized retailer. I am not a blockhead. I know the difference between the two. The one in the Staten Island mall at 2655 Richmond avenue is the authorized retailer. The one NOT in the mall, the one with a street address of 2791 Richmond Ave, is the one I had the issue in. This is a Corporate location. I can begin to see that poor customer service is a continuing trend at Verizon these days.

I'm just going to have to reach out directly to corporate because I am continuing to receive no help., just poor answers that once again do not address my problem.

You sell and service cell phones, but apparently just not for mine. Thak you so much for your complete lack of understanding my problem and continuing to show the incompetence of verizon's customer service. Verizon Corporate and Twitter are going to love this.

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
glitchedpixel
Specialist

I'm not a store rep and usually I give them a hard time, but I can't do that in this case. They aren't customer service, they are sales. The employee proved the Bluetooth on your phone works when connecting to other devices. They aren't car technicians, they aren't going to ignore a sales opportunity for your car having janky Bluetooth problems.

Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
mama23dogs
Legend

This is NOT customer service.      🤦‍♀️

The community is customer populated,  Unless you see someone who is specifically identified as a Verizon wireless customer service representative,  you are communicating with other customers.  

 On this you are incorrect:  Retail stores don’t service or fix phones.   They have absolutely no authorization to tinker with your hardware or your software.  It is not their intellectual property.  

If your phone is defective your options are warranty, insurance or you can pay a UbreakIfix shop, which does have the expertise to fix phones.  

Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
vzw_customer_support
Customer Support

Thanks for giving us all these details ddeuce22. I appreciate your years of loyal service. I will lift this feedback up to our leadership team. They will address this store internally. I hope you change your mind and choose to stay with us. If the device pairs with other Bluetooth devices and doesn't work with your car. We can check and see if there are any known issues. What is the year,make, and model of your car?

 

JoeL_VZW

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
vzw_customer_support
Customer Support

Mama, I totally understad expecting to be valued and experiencing something else instead. I will mark your post for review by management. Were you able to get what you needed taken care of?

 

Is there anything I can do? an I answer any questions?

 

 

ConradC_VZW

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Re: Major Customer service issue. I cannot even believe how I was treated in a verizon store coming
mama23dogs
Legend

@vzw_customer_support wrote:

Mama, I totally understad expecting to be valued and experiencing something else instead. I will mark your post for review by management. Were you able to get what you needed taken care of?

 

Is there anything I can do? an I answer any questions?

 

 

ConradC_VZW


I hope you marked the correct post. 🤨.  

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