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| - I should have read the reviews on Yelp before going in and not just the ones on Google. If you want to be insulted by retail employees who think they are better than you and walk out more angry than when you walked in, then go through the doors to this building. I have been with Verizon since June 2007, over 10 years. I have never missed a payment and until now, never had a bad experience with their customer service online, on the phone, or in any store. Until today. This is long.. brace yourselves.
My LG G5 shut off by itself last night and won't turn back on. According to customer service, this is a known issue - refurbished phone on the way .. sent to my home when I asked them to send it to my work since I work on the other side of town and need the phone ASAP. So, that's issue 1. Next.. there was a weird purchase showing on my account. Come to find out after 2 calls to Verizon that there was a fraudulent purchase on my account on 7/27 and no one from Verizon thought to contact me and tell me so I could change my PIN and re-secure my account. The fact that someone could purchase a phone on my account without my Pin to begin with leads me to believe that they are desperately in need of better security for their customers data.. which should make you, as Verizon customers VERY uncomfortable. So now, since my phone isn't working, they can't send me a Pin reset request and therefore I must go into the store to verify my identity... which is where this vent session really gets going.
I'm angry at this point. A little angry about the phone and a LOT angry about the fraud and lack of communication. I walk in, I'm greeted by a rep and I inform him up front that I am angry. He asks me what I need and I start to explain.. I say that my phone won't turn on and there is fraud on my account. He starts scrolling through his tablet and interrupts me needing my drivers license so he can resolve my Pin right there. He never asked about what happened with the fraud or why I was angry and he wasn't surprised about the phone not working. He said it was a software issue that was resolved with the G6 and "didn't anyone tell you?". I asked for a loaner and was informed they don't do that. I was also told that I should have bought the Protection Plan like this is my fault for not buying it. I depend on my phone to work. I'm now down a full day of work and have one more to go because the phone is being delivered across town instead of where I needed it. His solution for my problem was for me to buy a new phone. Why in the world would I buy a new one when the one I bought from them in November doesn't work? He was suggested to buy one off of Ebay or Offer Up. Um.. ebay still has shipping so that's a no.. and the phone off of Offer Up may not even work and there is no legal recourse for that sale if it doesn't. Besides again.. why would I spend a couple of hundred when I already spent it on a brand new phone less than a year ago? This whole conversation he carried on smirking at me which just grinds me.. show some empathy. Well, I tell him I can't afford a new phone and then.. get this.. he tells me "that it sounds like a personal problem". WHAT? Where did this guy learn his sales techniques?! So let's take an angry customer, speak to them condescendingly and then insult them. I don't need attitude, I needed empathy to start, options would be a great second step, and then maybe end it with making me feel valued even if I couldn't get I wanted. He said I was mad I didn't like his answers. That's true. he wasn't solving my problem and even though he couldn't, he wasn't trying to retain me as a customer AT ALL. If he had started with an apology for my stress, calmed me down.. he could have then explained that for my next purchase I should get the Protection Plan so this won't happen and explained it to me. And you know what? I might have ended up liking him to the point where I would have come back and bought my next phone from him. What a concept!! And by the way Sales Guy.. I had enough cash in my purse to buy a new phone from you. So that "personal problem" I had?
It was actually your lack of sales talent.
If other Verizon stores are running like this one, Verizon should follow suit with other companies, fold the brick and mortar stores and be strictly online. Phones are over $600 now. That's a mortgage payment for some, a month's salary for others. It's an investment.. we as customers want to feel valued for our dollars, not ripped off.. and certainly not offended.
Instead of continuing to recommend them to people I know, I'm going to spend my evening shopping competitors. Wishing you the best of luck shopping at this store, fellow Yelpers!!
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