Poor VZW Customer Service

[Seheik]

Richmond, VA, Staples Mill VZW store earlier today:

I walk in a VZW store, wondering what happened to my refund; I cancelled my service a couple of months ago, and the ending balance was -.57 - VZW owed me money.

Disappointment Number One:

I walk in, yet none of the clerks pay any attention to me. Finally, as if taking pity on me, one of the fellow customers suggests that I sign in on a visitor list, so I do.

Disappointment Number Two:

The sales clerk who finally gets to me has no idea how to process refunds. So I am waiting for the manager.

Disappointment Number Three:

The manager is unable to help me either. I am surprised - we are talking 57 cents here, after all. Had I been to a Radioshack or a Wal-Mart, I'd be long gone with my money in my pocket, but not here, I guess. She dials the CS number for me, and I am waiting once again.

Disappointment Number Four:

The CS support person can not help me either. It appears that 4-6 weeks after the service ends the Treasury allows a check to be printed, and 2-3 weeks later the check finally arrives. In my case it's been 7 weeks, and the Treasury is yet to react. I leave with a faint promise that on Monday the check will be finally printed and I am expected to receive it by the 20th. More than two months after I have disconnected my service.

Just thought I'd share the story...

[AnthroMatt]

I understand sticking up for principles and everything, but you went through all that trouble for 57 cents? If I was the manager at that store I would have just given you a dollar from my own wallet.

[RaiderDoug]

Disappointment #1; While working 50-60 hours a week trying to take care of customers, a sales manager has to take time away from a busy showroom full of customers (So many there has to be a sign-in log) to deal with a dope willing to invest hours of his own personal time over less money than is currently between my sofa cushions.

Disappointment #2: The same dope with no concept of how valuable his time is cannot understand why a sales manager is not able to write a check directly from the coffers of the largest telecommunications company on the planet (Hint: They did not get so big by giving every employee a checkbook to the company account.

Disappointment #3: The 57 cents was not only worth the time to drive to the store, wait in line, go over the whole drawn out story with someone in a sales function, but also has the time to complain to anyone who will listen on the internet.

Disappointment #4: The general public.

[GoodmanR]

yeah it does seem like the gas to get to the store costs more than the $.57...but i undersatnd not wanting to let these f---ers get away with stuff like this....




I would have just given you a dollar from my own wallet.



i did that once a few years ago, i was a manager at a video rental store (wost job ever, was in college though and needed $) and some guy who was a complete a$$ was holding up the line over some $.40 late fee. I took fifty cents out of my pocket and threw it down to the other side of the counter and pointed at it.

[jayc]

ROFL RD I got a kick out of that one...

Not to taunt the new guy but this is ridiculous... I've never understood why people tend to come in on Sunday's to conquer the most horrendous tasks. (ie. obtaining 57 cents)
Most cellular companies are closed on Sundays... I don't understand why people expect a full staff on Sunday when the store is only open 5 hours or so. I love the trolls who have nothing better to do after church than to waste time on petty issues to take out the frustrations of their sins.

Get real... life is too short to worry about crap like this. I bet you're one of those people who activated service just because you needed a cell phone for the weekend knowingly going to return it. Do you realize VZW lost money on their equipment because of you? Believe it or not a hell of a lot more than 57 cents!

[GoodmanR]

jayc,

as much as i understand and sympathize with what your saying (ive worked in retail too), i dont really care at all about vzw losing money on the equiptment when someone returns something. they charge me too much for what i get, and the money they lose on the handsets isnt worth crying over in grand scheme of things (57 cents, also definately not worth crying over)

[Seheik]

Oh wow [img]i/expressions/face-icon-small-smile.gif[/img] The last thing I expected was a flame war... it's quite pitiful that people jump so quickly to show off how good are they and how much does the other guy suck... but I won't go there.

The second to last thing I expected was that I am going to have to defend the way I choose to spend my time and how long I have been with VZW. I thought that people were intelligent enough to pick up that something like "57c" tends to result not from returning the phone a day after buying it (we'd be talking $100+ here) or from pre-paid service (can't refund those, hm?), but rather from year+ long contracts... But I guess it's more important to explode in "righteous" anger than to read and actually to try to use substance called "brain", hm, jayc? Anyways, I won't go there either.

The matter that I am going to go in is the matter in which certain companies conduct their business.

The key word in Customer Service is "Service". What that stands for, everyone is welcome to look up in their dictionaries. I'll spare you some time, however; I'll let you know that "Service" in no way stands for "Disdain" or "Ignorance" or even "Hostility". Some people make it seem that cellular providers are mercy houses and that we are but beggars; that we ought to be grateful that some of the locations are - thank God! - open on Sundays; that there are actually - can you believe it? - people there, who, when stars finally align, would talk to us.

That's not how it is. How is it supposed to be? Shop Ukrops once. (For non-Richmonders: it is an expensive retail chain with superb customer appreciation and service.)

When I shell out $45 a month for service, half of which is pure profit for a cellular company, I expect something in return. Especially when the company is shouting at every corner: "We're ALWAYS working for you". Ok, fine, I do not expect them to be open at 3 a.m. (by the way, did you notice that VZW has shut its overnight CS support? it used to be there last year), but when the doors are open, I expect someone inside to work. And when that does not happen, there is BBB, forums, and word of mouth. This is a cruel world folks. You're in or you're out.

And it's not about the money. It's never been. It's about me considering to give a company the second chance, and the company failing it, miserably at that.

Got it now?

[AnthroMatt]

I agree with you GoodmanR. It's not the customer's fault that Verizon loses money on their handsets. If it is really hurting Verizon they should change their policy and/or pricing. Obviously Verizon is doing just fine, so I don't understand what the big deal is. Finally, we don't know how long Seheik was a Verizon customer. If the contract was fulfilled then technically the loss on the handset was negated by the fulfillment of the obligation.

While it is certainly possible that Verizon may not be prompt with their refunds to some customers, to worry about 57 cents seems a bit silly.

[RaiderDoug]

Very silly indeed.

I wish I were this guy. If $.57 was the biggest problem I had to worry about in life, i would feel very blessed.

[GoodmanR]

[i]"We're ALWAYS working for you"

its "we never stop working for you" so long as you call within our normal hours, and dont mind our empty promises to call you back

i dont know i just couldt care less whether the vz execs (or sprint, or att etc...) get $5,000,000 bonus' or $4,999,900

[jayc]

You've misunderstood me... while yes, the policy is 15 days you can return the equipment for a full refund... YES, the policy is you get your 57 cents back after it is processed (I'm sure this is in the worry free guarantee somewhere if I had the time to look.)

I was simply comparing the two as to how silly this entire situation is... i don't care for impatient people. Reminds me of the people who say since they stood in line last week they aren't going to stand in line this week and should be served before any other customer in the showroom (yes this really happens.)

Who cares they shut down the overnight CS... I've never once heard anybody complain (until now at least.)

As for the flaming... the only reason you signed up here is to flame the Richmond store/staff is it not?

Answer this:

1) How many clerks were there?
2) How many customers were in the store?
3) If they gave you 57 cents and you also got a check for 57 cents would you appreciate verizon harassing you for trying to get 57 cents back that *THEY* overpaid?
4) Since when did 6+3=7?

[GoodmanR]

plenty of people have complained about cs not being 24 hours, not just here

[RaiderDoug]

The guy just wasn't thinking. Why would he think that all treasury functions for the world's largest telecommunications company is handled out of a store in Richmond, VA? Why would he not just call customer service? Why was he the only dope in the store who did not see the sign sheet, and was upset someone else had to tell him? Why was he surprised a person with the title "Sales Associate" could not process a refund on the sopt for his service? Why is he surprised that the company would wait 4-6 weeks after he disconnects service to begin issuing refunds when it is possible to calls made on other carriers to be delayed 45-60 days before being reported to Verizon Wireless. And really, it all boils down ot this: Why is he so upset about $0.57 when it will take VZW $0.37 just to mail it to him?

When you get your refund, and take the time to go to the bank to cash it, take $0.25 of it and use it to catch the clue bus.

[jayc]

Perfectly said RaiderDoug... lol

None of my customers have never even mentioned it... according to the website there is a staff on hand from 11pm-6am.

Call customer service:
Customer Service Representatives are available from 6am - 11pm, 7 days a week. Of course Customer Service Representatives are available to answer emergency technical support questions 24 hours a day, 7 days a week.

(800) 922-0204
* 611 from your mobile phone

[Seheik]

Man... It surprises me more and more that people prefer to talk rather than read.

"Why would he not just call customer service?"

If you had read my first post, you'd notice that I did call CS.

"1) How many clerks were there?"

5

"2) How many customers were in the store?"

8

"Reminds me of the people who say since they stood in line last week they aren't going to stand in line this week and should be served before any other customer in the showroom (yes this really happens.)"

If you had read my first post, you'd notice that at no point I mentioned that I was upset with waiting in line etc. I was merely truly curious as to where is the refund. When VZW changed the voice mail in April they've notified me at least twice beforehand, yet no little piece of paper came in with my last bill.

"The guy just wasn't thinking."

Well, forgive me for not knowing everything there is to know about this industry. It is sad that, unlike yourself, I come from a minority of people who come to this world without a clue and have to find out about things on ourselves, or, at least, who are not afraid to admit that there are things they do not know.

"As for the flaming... the only reason you signed up here is to flame the Richmond store/staff is it not?"

Actually, I was looking forward to having pleasant discussions with the group, I just had no particular topic to bring in until now, even though I've been reading the forums for a few months now. How was I to know that the overall mentality of this forum was "If they take something away from you, stay low and hope they don't take anything else" rather than "Protect your own"?

[WirelessBeachBum]

Taken from the Verizon Wireless Service Agreement:

" We refund final credit balances of less than one dollar only upon request."

[Seheik]

Thanks [img]i/expressions/face-icon-small-smile.gif[/img] I wish that at least one CS person had told me that, either the one I talked to today or the one who helped me cancel the service.

Did I mention the store staff, too?

[RaiderDoug]

"If you had read my first post, you'd notice that I did call CS."

Actually, if you read your original post, you did NOT mention you called customer service first.

[jayc]

I'll have to say the staffing caught me a little off guard.... 8+ customers isn't out of the ordinary but 5 store staff is a lot for a sunday. We only have 2 people working Sundays. Perhaps our store is smaller... we have 3 full time sales reps, 1 full time cust support, 1 part time cust support, full time inventory specialist, full time tech, manager.

The tech, inventory, and manager NEVER work Sunday... the manager rarely to none works saturday. Maybe this is where my Sunday bitterness comes from. [img]i/expressions/face-icon-small-wink.gif[/img]

I probably did jump to some conclusions... perhaps I did take out some anger on you. After all, people argued all day that the price on headsets had gone up and they shouldn't have to pay it, they dropped their phone in the water and it should be covered under warranty, the flip part of the phone is broken off but for some reason the display doesn't work, they never made those calls, they want to upgrade after 2 months... as you can see I guess someone wondering what happened to their 57 cents would be one of the easier customers of the day.

Cheers and goodnight.

[MrFlashport]

57 cents...okay.

What I don't get it your rant about "customer" service not wanting to help you. Have you ever considered the fact that you CHOSE to no longer be a customer, so why should they go out of their way to help you when other people were in the store actually BUYING products and services from them?

I mean, I can understand if they owed you something like 20 bucks or to credit a large fee . But the fact that one would drive (assuming they are not within walking distance) which costs money (gas is at least 1.30 if not more a gallon) and spend at least an hour of your time to recover a "loss" of less than a buck? Come on, does not one have a hobby or something more constructive to do with one's time?

I mean I am all for a company paying up when their wrong, but people with this "consumer advocate" kick really are starting to get to me. Like the other fellow on here who "demanded" a FACTORY NEW phone for his almost year old (and well-used) phone from Cingular instead of a refurbished model (which by the way, is what most manufacturer's do. After all, you would not get a NEW car after you drive your say, new Ford for 28K miles and have a problem, just because it is "in warranty".) Some people really need to gain perspective.

Okay, Seheik. you don't care for Verizon wireless. They "robbed" you a whole whopping .57 cents. They really are out to get you, those crop cirlces in the midwest were put there by VZW, et al. We get your point. So instead of griping, moaning and complaining, go try AT&T, Sprint or T-Mobile. Maybe they will kiss your butt when you walk through the door.

Sorry folks, some people really are under the impression that THE WORLD SPINS AND REVOLVES AROUND THEM AND THEM ONLY. Amazes me to no end.

[Frito]

I think you should of called CS a few times if needed rather then go and take time away from those store employees over ur lousy .57 cents. If i was in the store and saw u doing that i would have taken a dollar out of my wallet and given it to u, and even told u to keep the change! [img]i/expressions/face-icon-small-smile.gif[/img]

[WirelessBeachBum]

I can see both sides of this issue, sometimes it is right to fight for a principle. Our ego's as human beings do not want to get trampled on or feel abused.

I was in a similar situation with a credit card company about five years ago. I called them asked what my total amount due was, I sent them a check, and closed the account. Then the following month I got a bill for $1.00 for some fee. I called them and asked them to give me a courtesy credit, since it would cost them more that $1.00 just to process the payment. They refused to credit any amount and were pretty rude about it.

So I taped 101 pennies between two sheets of contact paper, and spent $7.00 shipping the package to them UPS, just so someone would have to sign for it.

Sure I paid 700% more than I had to get the issue resolved, but even after almost eight year I still feel good thinking about it.

I'm sure that's the type of resolution that Seheik was looking for. As far as the comments about not tying up the retail store employees time etc. I do agree that since most retail reps make the majority of their money on commission that it would be frustrating for them to handle an issue such as this, of course the retail reps should also read the Customer Service Agreements, AND so should the customers, but in all the years I have worked in wireless I can only remember one customer ever reading the agreement before signing it.

[jayc]

lol... so THAT's why people pay $80 phone bills with quarters!

[JJSeminole]

I do believe if I had been the manager of the store I would've give you a dollar out of my wallet as well. Sometimes small issues like .57 cents aren't even worth going through the highups. I've worked in retail before and sometimes it's just easy to handle things your own way.

[Stonecolddsl]

57 cents this stupid thread is about 57 cents. Called stay your ___ at home and wait for your freaking check. I can tell you now that everyone in the VWZ was probably laughing at you after you left. Now I could understand beening mad about 57 dollars. But 57 cents means the following

A. your an idiot
B. you have no life
C. you are looking for attention.

What would done in this situation. nothing 57 cents is a small fraction of what sits in my drawer or under the bed or in the car seats.

I use to work in customer service for a company that handled customer service for many other companies if I had got you and you were going on about 57 cents. I would tell you would get your 57 cents hang up and you would be the joke of the week in the call center.

If i were the manager I would of kicked you out of the store and thrown 57 cents at you.

[AnthroMatt]

Originally posted by: Stonecolddsl SNIP!

And what exactly was the purpose of your post? It is more worthless IMO than the original post that started the thread.

[WirelessBeachBum]

stonecolddsl quote:

I use to work in customer service for a company

Based on your post I don't need to think to hard about why you no longer work for that customer service company.


Now that I think about, how about every registered user of this forum send me 57 cents via paypal, that's worth about 12,000 dollars.

Also if you do the math, every Verizon customer was owed 57 cents that would equal about 20 Million dollars.

[Stonecolddsl]

No actually I leaving that job to help a friend start his company.

I was pretty good as an csr and enjoyed the work.

I did not say he was not owed 57 cents. But if Verizon had already had the order to cut a check and it was in que for there printer and that it was going to be mailed out. I think it was stupid to waste peoples time over it in the store. The guy should of read the customer agreement better and should of demanded the 57 cents the day he returned the phone. Not after .

[nemie]

First of all Seheik,

feel relieved that this hasn't happened just to you, i went to an ATT wireless store to ask about phone upgrades for existing customers.. and i received the same attention ---> 2 customers and 4 salesman...yet no one seemed to be interested in asking if they could help me...

they would rather stare at the desk than to see me... i was also new to the wireless shop and had not known about the sign up sheet.... but it seemed a bit out of logic that there were 4 salesman looking at the wall while i stood there.... in the end i quickly ask a rep to show me a flip top with my specifications and he simply said we dont carry what you need and turned away...

But i didn't lose my head over that and just put my wasted time as "experience" and learned to do it right the next time.... and i agree with you that sometimes the best customer service is received only from the fancy expensive shops because in the end you are paying for the nice treatment with all their expensive items....

But i DEFINITELY have to agree with RaiderDoug and GoodmanR..... you have to choose your battles in life.... what happened to you isn't so much bad VZW customer service but something that is of general mentality in people skills.....[img]i/expressions/face-icon-small-sad.gif[/img]

both as a salesman and a customer, you get bad apples on both side..... i have had bad salespeople approach me or rather NOT approach me, and i have had bad customers too.... you just got caught in the rat race... there aren't mama and papa store treatments when you are in a big establishment...there just isn't time for that anymore.... because time wasted is money not made....

what i did with my ATT wireless store "bad experience," was to NOT get myself in a fury.. but instead i left the store calmly and just went online and looked through their options and emailed their customer support online for help... in the end it was quicker and less frustrating.....

when asked on their online survey... i wrote that i found the online customer service to be better than the personal lines and sign up sheets... without MAKING myself red out of the anger....

you are right... We shouldn't just stand idly by while injustice is done to us, there is the whole principle of the thing... BUT do you really think $0.57 cents was really worth a stress-induced blood pressure rise... there are TOO many battles to fight in this life and personally i would rather die fighting the dragon than die tortured by the mice.....JUST think about it and take it as advice...[img]i/expressions/face-icon-small-smile.gif[/img]

everyone who has replied to your complaint seem to be saying the same thing, in my opinion....you took it as a personal attack, when in reality they are just trying to help you see things without the anger...
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