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| - My phone locked up and it would not power up. I went into Verizon store at 7608 West Bell Road, Glendale, AZ 85308 to have them check out problem. David Van Bowen Jr. was the associate helping me, actually he was the one talking to me, he was no help at all. He could not get the phone to power up so needed replacement phone. I am on a business account and am not the contact person and I told him that but I had the phone number of our IT manager who was contact person on account. I asked David to verify if I had insurance on my phone and also to see when my line would be eligible for upgrade. I wanted that information so I could decide best option for phone before contacting my IT manager. David said he could not look at account to verify these details without approval. With frustration I asked David to get Verizon customer service on the phone for me so he used the landline on the desk and did so. I gave Verizon the number and password on account and they confirmed I did have insurance but we also had upgrade lines available. I thanked them for doing what the store and David refused to do, called my IT manager and advised him of my problem and that I wanted to use an upgrade and purchase new phone. He agreed and then talked to David to let him know. David said okay and then a whole new level of confusion started with no regard for logic or common sense.
David stated that an authorization had to be emailed to the email on our account for approval. He read the email to me and to my IT man and I explained that it was an old email address that had belonged to my office manager who had left the company about 10 years ago. David refused to listen to us and insisted that he had to use that email address; it was the "official" one and the only one on the account. I asked when this email procedure had gone into effect since it was from 10 years ago and nobody in our company even knew it was on the account. David explained Verizon had always done this. I tried to explain that they definitely had not always done this as I have been with my company 27 years and have purchased 5 or 6 new phones just in last 10 years and had never had an email confirmation required. David told me I was wrong. I questioned logically that had this email been required or used with my previous purchases we would have obviously discovered it was on there because it wouldn't have worked, it was an old invalid address. David had nothing to do with my logical question and made absolutely no effort to solve the confusion, with a longtime customer trying to give him more money, and an account with about 15 lines that dates way back in years. He kept insisting that the email address had to be used and had always been used, even after being told that was impossible. Finally we exchanged some heated words as I was getting extremely frustrated and David left the counter and a manager came to assist. The manager's name was Ron Dethlefsen and he actually listened and looked for a solution. Ron went in back and got somebody with business accounts and reviewed our situation with him. This gentleman looked at our account and in 2 minutes read me an email address for our IT manager and asked me if it was accurate. I said Yes, absolutely! I asked where he got it since David had been saying for 45 minutes that our account only had the one old invalid address. He stated it was on the account right next to my IT managers name, along with his cell phone number. From this point everything went fine. I purchased the new phone, an email went to my IT man and he approved it and sent it back. My new phone received the SIM card and was powered up. I left in about 5 minutes back in business.
I was completely amazed that a customer service representative was incorrect, saw a problem and made zero effort to solve it, and was rude and uncaring that a customer was trying to give him money, trying to buy their product, and he could care less. I spent about 45 minutes trying to complete the transaction and feeling my blood pressure increase the entire time and received absolutely no "service" from the customer service associate. On a side note, I bought the new Samsung 8+ and I love it.
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