| rev:text
| - I'm a new Verizon customer as of last week and was about to be an ex-customer after my experience at this store.
I got a new phone last Thursday and it was lagging everywhere I went. At work, not even one app (in this case, it was twitter) could download on or off WiFi without taking extremely long, or not even downloading at all. I could not scroll through pictures on Instagram without a noticeable lag. I went to New York for the weekend and for the entire weekend, beginning at Charlotte airport, I felt like I using a 2g network. On my old sprint network I could download songs from Spotify, entire playlists of 25+ songs and it would be seamless , but here, with this phone, I was lucky to even for one song to download every 5 or more minutes.
When I walked into the store, I explained my problem to the first associate who assisted me, James. He looked at me like I was dumb. Then asked "where did you EVEN get this phone?" I told him I ordered it from Verizon. "UH, you ordered it from VERIZON?" " ..........yes, I ordered it online from Verizon. I wanted to show him a speed test I did (he cut me off and said they don't work) and watched one video and told me "Its working just fine for me." James literally do not want anything to do with me
I said "Okay, well it does not work for me so can I get a new phone? I had previously chatted with an online rep and they told me it should not be lagging as bad as I've explained."
Again, very annoyed, he said "well you're going to have to pay the 35 dollar restocking fee."
I said "no, I am not, because either way I have to return the phone."
This went back and forth in a petty way to a point where James was red in the face.
I called customer support, and I was even teary eyed because of the way the associate treated me, and they waived the fee for me in less than the 2 minutes I was on the phone with them. I went back in, again, waiting. A sales rep, Frederick, told me James would be on his way to assist me and I asked to be assisted by someone else. James came to me and I said "sorry, I am going to be helped by someone else." and he waves his hands up and says "OK" and he turns around to go into the back office. I overhead him or another associate complain about me and say "I can understand you do not like your phone but you do not have to LIE about it."
Another associate came to help me but he was not exactly the friendliest. His name was Tim. He reiterated I would have to pay the 35 dollar restocking fee and I said, "yes, they waived it" (the phone rep did tell me it would be in a form of a credit to my account) and he again reiterated as if I had trouble hearing "YEAH, but you're gonna have to pay the fee TODAY." in a rude, and a bit hostile manner.
As I was speaking to tim the manager came out to assist me (perhaps because James complained about me) and Tim told/complained to him that Customer Service waived the fee for me and he pointedly asked "why?" I said "is that a problem?" and he said "no, not at all." and he was not the friendliest at first. But later, during the process of resetting my phone and getting everything switched over he was super nice and quite funny. I asked him if my phone plan was the fastest for data and he explained the difference of the two phone plans.
Want to know what he did to demonstrate the speed of his data plan? He used a speed test app on his phone. So, the same process I used to demonstrate how my phone was not working to the associate was used by the manager to demonstrate how fast his was.
Unfortunately for me this store is less than half a mile away or otherwise I just would not return.
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