Verizon Reps are SOOO nice!
So, we went into a store last night to play with the Voyager. We knew that we weren't eligible until 04/16, but we were considering buying it anyway at the 2 year price because his Env2 was on its last leg and not eligible for warranty since the phone is really torn up from him dropping it all the time. The lady there explained our options, looked at his phone and swapped it out anyway, even though it was definitely physically damaged, and told us that should hold us over until he's eligible. The new software has the new VZ Navigator on it AND supports visual voicemail! We were so happy! we will definitely be going back to her to do our upgrade!
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Is that why she did it for us? We couldn't figure out why because, like i said, the phone was torn up. AND we were willing to buy the voyager at the 2 year price...why wouldn't she have just sold it to us, if we were being "Suckered"? Doesn't really make much sense, does it? especially since we told her that if we bought the voyager, he would be adding the mobile TV feature, and doesn't she get commission on that?
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Sales reps make commission on renewing lines that are within 4 months from their contract end date (or within 2 on a 1yr agreement). They also get commission on an early upgrade if you are within 12 months of your contract end date.
Sales reps also make commission on features.
My guess is she went for the win-win. You were probably eligable to upgrade, but not commissionable. If you go back to her when your line is commissionable, it's better for her. Plus, you'll still get the data then too more likely than not. You also get the benefit of a better price.
I'm not saying that's exactly the reason, but the most logical.
If she wasn't in sales, but a customer service rep (in-store reps), then commission doesn't apply to her. She wa...
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Sales reps also make commission on features.
My guess is she went for the win-win. You were probably eligable to upgrade, but not commissionable. If you go back to her when your line is commissionable, it's better for her. Plus, you'll still get the data then too more likely than not. You also get the benefit of a better price.
I'm not saying that's exactly the reason, but the most logical.
If she wasn't in sales, but a customer service rep (in-store reps), then commission doesn't apply to her. She wa...
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I work in sales. I would have done the same thing. I build customer relationships with honesty and trust. Unfortunately, some don't. I'd rather help a customer out by getting them to their New Every Two discount. I get paid the same way if there's 12 months or 12 days left on the contract, and if she works for Verizon itself, so does she.
I've been at this job almost 5 years. Some of the customers who visited me when I was green still come to me, even after moving to two different stores.
I say, good work on the rep's part, regardless of her position with the company. She was thinking of the customer's needs. Sometimes I worry that my coworkers - even my company - have forgotten how we treated people when we only had 40 million...
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I've been at this job almost 5 years. Some of the customers who visited me when I was green still come to me, even after moving to two different stores.
I say, good work on the rep's part, regardless of her position with the company. She was thinking of the customer's needs. Sometimes I worry that my coworkers - even my company - have forgotten how we treated people when we only had 40 million...
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Low churn rates, some of the highest rated service/customer service in the industry... Yeah, every single person who has a positive experience with verizon just HAS to be a sucker. 🙄
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You didn't get suckered..you got a rep that was nice and helped you out.
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Im Not trying to put Verizon down or anything. But I guess it all depends on a indivdual experience because when I walked into the store the verizon reps pay no attention to me and when I call for customer service I guess I always end up with the ones that are just ready to go and are just too snotty! I mean I just came from ATT service and customer serivce over the phone or at the store was great! I was always greated when walking into the store! 🙂
But Verizon does have a very good Network and they are #1 (based on customer base) so I guess there all big headed.
But Verizon does have a very good Network and they are #1 (based on customer base) so I guess there all big headed.
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i'm glad to hear someone has had great experience with VZW reps. up until the last few months, they had been very pleasant. now, they are HORRIBLE AND MEAN!. i called the cust care toll free numb for assistance on a matter that VZW put on my acct in error..the agent was DISGRACEFUL. she was extremely rude and all but cussed me out. she answered the phone w/ an attitude. i was SHOCKED!! i called for something simple and she had the nastiest attitude. i almost wanted to cry. never had an experience like that. i have gone to svl of the local stores for assistance on a phone i recently purchased....every store except 1..the reps or techs were condesending..tell u that u didnt know what you were doing. then once i tell them i was doing as what th...
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i just read the reply by jbecool80. funny, i meant to write the same thing in my reply about ATT. when i was with them prior to them being bought out by Cingular, the svc was wonderful. i left VZW and went to them and could not believe the great svc. they were very, very knowledgable abt their phones and always had a smile. i was upset when Cingular bought them out; they were not that great. since then, i've gone back to VZW which was ok at the beginning but like i said, they have changed for the worse. i normally dont like talking bad abt companies and the way they do busn but the way i have been treated recently, i dont care. and jbecool is right, they are snotty.
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sorry to hear about your bad experiences. There are still LOTS of nice reps at VZW, and they're stressing kindness and courtesy on the floor. I assure you, rude reps are acting out of policy.
If you get a rude rep, you can ask them to transfer you to a sup, and if they refuse, you can call back and not explain why you want to be transferred... just insist on it, and they have to do it. Please don't tolerate rudeness. The only way those bad eggs can be fixed is with some constructive coaching.
Just thinking out loud here... a lot of times, VZW will "rearrange" departments and they won't fire folks that were previoulsy in positions that you didn't need a personality for... so they have to find a new position, and sometimes that ends up i...
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If you get a rude rep, you can ask them to transfer you to a sup, and if they refuse, you can call back and not explain why you want to be transferred... just insist on it, and they have to do it. Please don't tolerate rudeness. The only way those bad eggs can be fixed is with some constructive coaching.
Just thinking out loud here... a lot of times, VZW will "rearrange" departments and they won't fire folks that were previoulsy in positions that you didn't need a personality for... so they have to find a new position, and sometimes that ends up i...
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