The opposite of an excellent customer experience.
I came in to turn my old iPhone in for credit but was told that I needed to wait because the person checking in wasn't qualified to take my phone and give me a credit.
What are the qualifications one must have to give a simple credit? I waited 20 minutes for a "qualified" tech to handle this "difficult" transaction. He was happy to help because it was easy (his words not mine). You stay Classy Verizon!!