Tuesday, July 28, 2009
customer service EXTINCT!!
~the good ol' days of customer service are no more. at least for me.
~i have had 2 VERY BAD (lack of) customer service experiences in the past 5 days. WTH?
~incident #1 occurred on Friday night @ Verizon. I have come to find out that the Verizon "store" in the mall is not actually owned by Verizon, but is actually an Authorized Reseller. I have never been treated so rudely, this guy was a complete a-hole, never smiled, never asked "can I help you?" and in the end told us as many lies as it would take so that we would fork over money for a new phone.
~O's phone got water logged, so we needed a replacement. my neighbor got a Blackberry so she gave us her old phone for O to use. we just wanted the number transferred over. the rep was immediately annoyed at our request and told us it was $30. I had this done a little over a year ago and it was $20...so I guess the price went up, but I tend to think that he tacked on an extra $10 for his pocket. he was just *that* kind of slimey.
~we ended up not doing that as neither O nor I were crazy about him using the neighbor's phone. she didn't say she was "giving" it to us, but just that we could use it in the mean-time. she wanted to sell it (for the whopping $10-15 that you get from those buy-old-phone places) well O is pretty hard on his phones, so it really wasn't the best option.
~O ended up with a new phone, however, his line was the only one on our 4-line family plan (with mom and stepdad) that was not eligible for an upgrade. So now the dilemma was using an upgrade from another line (mine). I didn't care so much about the upgrade EXCEPT that it extends the contract for another 2 years...and NOT O's line, but MY line. The reason I am/was so opposed to that is that I want to get an iPhone when my contract is up in November.
~Slimey Rep said he would call Verizon and see if they can extend O's line instead of mine and that they have done it for him before. (LIE). E was with us and was running out of patience as this whole process was going on 45-60 minutes by now. I left the store and left O to finish.
~guess who's line got extended? I was furious when I rec'd an email on Sunday from Verizon saying "We are so excited to continue to provide your service" or some other crap like that. I think smoke came out of my ears, you know like on the cartoons. Just like that!
~since stepdad is "head" of the account, I forwarded email to my mom and let her deal with it. I also provided her with Slimey Reps name so she could tell them how shitty he is. That is where we discovered there are true Verizon stores and Authorized Resellers that LOOK JUST LIKE THE STORES!! How would you ever know? Furious again.
~so since there is NOTHING we can do to undo my new 2 year committment to Verizon, I decided to call the store in hopes that Slimey Rep would be there so I could tell him off (at the very least). He wasn't there but I got his manager's phone number instead. Hooray! After 20 minutes on the phone with him, I feel much better now & am glad that I got all that off of my chest...turns out he is a new rep (no surprise). Slimey Rep is the SECOND nasty encounter I've had at that same location. Won't be going back there.
~oh and just to give you an example of things he did/said...the minute I said I was planning to go to AT&T in November for an iPhone, he said "oh I'll give you my card, you'll be back in December"..."I've had 3 iPhones and took them all back" and other pot-shots like that. I told him that it is personal preference and that I have many friends with iPhones and none of them have returned them. Told you he was a complete a-hole. Oh and my mom is an AT&T retiree so we will get a 19% discount...not sure why they ever signed up with Verizon to begin with.
~incident #2 - shorter story (thank goodness)...i'm getting a new printer and couldn't find it in any stores but only on-line. normally that is fine, but I couldn't get free shipping and really don't want to fork over $20+ to have something sent to me. I finally found the printer @ my local OfficeMax and the guy gave me all kinds of heck over asking him to hold it 'til I can get there after work today. WTH? Don't you want to make a sale? He said it is "unfair"....pfft, whatever. In today's economy, you would think they would do whatever they can to make a sale....I offered to pay over the phone, but they couldn't do that.