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Customer Service very lacking

Ejkbou

Oct 23, 2013, 2:44 PM
My wife and I, have 20 yrs tenure with VZ, as bought up with a Alltel by up.
We upgraded in Jan of this year to Droid Razr for her and myself. We got a Droid Razr Maxx for her Pops and had started him a line in Dec of last year.
He recently became ill and passed away a little over a month ago. VZ did drop the line without issue when he did, so there is no issue that way.

I issue comes like this. When he became sick, he had given us the Maxx back, but with a broken screen and didnt want the service anylonger. So I sold my Razr, a mistake I wish I could take back. And simply activated the Maxx on my line, it was returned to us with a cracked screen though.
Its a hairline crack, you dont feel it with your finger, ...
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SupremeSound

Oct 23, 2013, 5:11 PM
LOLOLOLOLOLOL


Yeah, VZW totally treated you wrong Rolling Eyes Rolling Eyes
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epik

Oct 24, 2013, 9:30 AM
While Verizon and AT&T often mimic each others' programs and seem to copy off each other all the time, the two have very different policies when it comes to how they conduct their business. To put it bluntly, you asked too much by asking at all. Does that mean that what you ask for is impossible? Not at all. But you'll be hard-pressed to find anyone who can get even request an override, let alone get anywhere with a person who has the authority to approve such a request.

The two issues here:
1) You asked for an early upgrade.
2) You asked for that early upgrade to be the same phone you have now, and you asked for it to be free.

The same issues from Verizon's point of view:
1) Early upgrades cost the company more by making less i...
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Ejkbou

Oct 24, 2013, 10:25 AM
Hey Epik,
Thank you for a straightforward and objective opinion of the situation.
I agree VZ and ATT have different goals. I shouldnt think of my policys here at work to have a bearing on my provider's policies.
But I thought they might help in some way at least.
I would upgrade to the Droid Maxx in a heartbeat, that thing is awesome. but I thought by asking for a older model, it was more likely to be inexpensive..
I forgot an important detail from my convo with the rep and its a viable option....She offered to let me switch to VZ Edge program. Droid Maxx only 20.00 a month...not that bad but my finance officer (wife) is naysaying the idea for now.

You are a good man to point out I was a little out of bounds in my ex...
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epik

Oct 24, 2013, 4:53 PM
Thank you for having a good disposition about the whole thing!

I hope I didn't come across as being a jerk, either. I usually tell it like it is, but I try not to overstep.

If you can switch to Edge, that could be a viable alternative. It DOES cost you more in the long run, but it also leaves you with more options should something change.

As for expectations, I remember the days when we had more options to help customers. They've taken most of them away over the past 10+ years, and what I'm left with isn't much. While I understand where Verizon is coming from, I don't necessarily agree with it.
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Ejkbou

Oct 24, 2013, 5:53 PM
Epik,
Hey the tude was fine, I like straightforward as I recieve it better in the long run.
I like the idea of Edge, the upgrade every year is appealing and 20.00 a month for Droid Maxx if acceptable to me but money is really tight right now and I just cant justify adding to the burden for such a minor issue. As I said the crack cant be felt and really isnt even noticable when phone is on so its kind of a nonissue. I am not leaving bloody fingerprints all over the house or anything.
It just bugs me as I take care of my things and couldnt believe he broke it that fast.
I like VZ phone service but CS could be much nicer. It was her attitude and lack of empathy that annoyed me most.
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epik

Oct 24, 2013, 7:54 PM
A lot of the empathy has been threatened out of us old-schooler, but some folks just don't give a crap, regardless of how long they've been there.
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GrinderCB

Oct 27, 2013, 2:53 AM
Fascinating thread here, thought I'd chime in.

Lots said about upgrade policies and business strategies between VZ and AT&T, but customer service is being rated on the poor performance of one bad rep. Giving a cold, unsympathetic response is unacceptable and in my view not typical of VZ's reps. We get plenty of requests for upgrade & replacement exceptions and management has taken away pretty much most of the leeway to get a customer a working phone for little or nothing. Without any clear options within the framework of her job (no available upgrade, no low-cost purchases, etc) the rep should have asked you to hold while she consulted her supervisor for an option that would make both sides happy. The problem here is that a lot of peo...
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Ejkbou

Oct 28, 2013, 1:37 PM
Well Grinder,
To be clear I called twice. The first rep was very polite and sympathetic and suggested an override might be possible and said he would Message a Sup and I would hear back on issue in 3 business days and verified my contact info. Very nice guy.
I hadnt heard anything by day 4 and thats when I called back to follow up and got this rep I describe above.
When I first described the reason for the call, she said she could find no record of my prev convo. I expd what was going on and she was somewhat helpful to that point as she did put me on hold and said she was consulting a sup.
It was when she came back that her attitude got hard and she stated my upgrade date and there was no way for me to upgrade. I stated I k...
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epik

Oct 29, 2013, 1:43 PM
Seems to me that both interactions should have been handled differently - the first with a follow-up, the second with more empathy.

As for insurance, unless you've been telling the insurance company about your damage, they probably would have no idea your damage had been reported to Verizon. In most parts of the country Verizon is in an open enrollment period for insurance, so adding it isn't fraudulent. The part that may be questionable would be filing a claim within the first 30 days of adding insurance, which would surely cause issues with the insurance company. Still, if you did add it they -should- be having the phone inspected for damage, which would likely negate the whole notion anyway. Even if you got past that, you'd have to...
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vzwinagent

Nov 1, 2013, 10:58 AM
I agree with what Epik said. Here is another point of view.

Verizon's policies are their policies. I've been selling Verizon for 10 years, and things have changed a lot through the years. Today there are hardly every any early upgrades. I'm shocked when I hear of anyone getting one. I mean they've done away with 1 year contracts, did away with annual upgrades, added an upgrade fee, and changed upgrades from 20 months to 24 months. Basically everything they've done over the last few years is to make upgrades happen less and less.

Now here is where I see your issue. Unfortunately it's not anything Verizon did to cause it, so why should they fix it? I don't mean to sound nasty either. They sold you a phone on a 2 year contract an...
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Ejkbou

Nov 1, 2013, 6:26 PM
Well, no need for accusations against Carriers and policies. I never said I had anything against VZ itself.
End story is I was offered the Insurance and 99.00 deductible option. I was offered a crazily expensive Refurb option and I was offered VZ Edge program as a possible early upgrade...I found two of the three options to be fair.
I dont have any issue with VZ as a company, my issue was the way the reps handled the issue. I was out of line to expect them to be able to be as generous as ATT allows me to be and I admit I am out of line in that respect.
But your defense of VZ and their policies is not needed and uncalled for and yes your tone could use softening as well. Makes me wonder what VZ is putting in your guy's water.
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vzwinagent

Nov 1, 2013, 7:02 PM
No, unfortunately we just here from customers that think they are entitled every day. If you sit back and look at your situation from the outside, I think it looks a little different is all. Me as an owner of a company wouldn't see any I did to cause your situation either, is all I'm saying. I don't mean to be rude at all, and if you were here in person I'd be able to explain it a little easier and you'd see my tone wasn't bad at all. Just people expect things for free or discount every day and I sit back and look at their situation and don't see any reason why the company would need to help them. Policies are policies and if you don't have insurance, or an upgrade, and you break your phone, you know your options. It's pretty cut and d...
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