VZW Customer Service Difficulty
Hello All..Just wanted to tell you my story from today.
I was with my sister and her NE2 comes up next Friday. I told her to call CS and ask if she can upgrade a few days early (since I was with her today and could help her pick a phone etc.). CS told her that they would put a note on her account and she could go to a VZW store and be able to upgrade.
We went to a local Circuit City (the closest VZW store is 30 min away). It had the brand new VZW kiosk. When we asked a rep about upgrading he said he can see the note CS left on the account but the computer would not let him do the NE2 until Friday. We argued to no avail.
We then called CS back, and asked them why we cant upgrade. CS says you have to go to a corporate store. ...
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I was with my sister and her NE2 comes up next Friday. I told her to call CS and ask if she can upgrade a few days early (since I was with her today and could help her pick a phone etc.). CS told her that they would put a note on her account and she could go to a VZW store and be able to upgrade.
We went to a local Circuit City (the closest VZW store is 30 min away). It had the brand new VZW kiosk. When we asked a rep about upgrading he said he can see the note CS left on the account but the computer would not let him do the NE2 until Friday. We argued to no avail.
We then called CS back, and asked them why we cant upgrade. CS says you have to go to a corporate store. ...
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part of the difficulty is that a 3rd party agent like circuit city or radio shack use a different computer system than the one used by cs or corp stores. the system they use does not allow them the flexibility to discount in the way that a vzw owned store or telesales would.
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XPDX said:
part of the difficulty is that a 3rd party agent like circuit city or radio shack use a different computer system than the one used by cs or corp stores. the system they use does not allow them the flexibility to discount in the way that a vzw owned store or telesales would.
That would have been true in the past but now the Circuit City kiosks are truly VZW stores with VZW employees.......
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Circuit City IS a corporate store and the employees in the store work for VZW not circuit city, but again we have one bad experience and blame it on the whole company, you probaly got someone new on the phone unfortunately that told you that you could get the newe2 early she/he was wrong the circuit city vzw employee was correct you cannot redeem your newe2 earlier than it's date you could have gotten an upgrade but you would have lost your newe2 credit, let's just follow the rules it's not that serious and again might I add no matter what company you go too it's the same thing!!!
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AngryRA said:
Circuit City IS a corporate store and the employees in the store work for VZW not circuit city, but again we have one bad experience and blame it on the whole company, you probaly got someone new on the phone unfortunately that told you that you could get the newe2 early she/he was wrong the circuit city vzw employee was correct you cannot redeem your newe2 earlier than it's date you could have gotten an upgrade but you would have lost your newe2 credit, let's just follow the rules it's not that serious and again might I add no matter what company you go too it's the same thing!!!
Its the same thing at any company? Its common that customer service reps dont know how their product is sold? ...
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You have to understand this. CS reps don't care about Circuit City and how they operate. They don't have to be given special training on the stands inside the CC stores.
When VZW was released into CC, the original release was a nightmare. Bad training on both CC and VZW's part. So CC worked out an agreement to have VZW direct stands inside their 600+ stores. (thanks to muchdrama for clarifying this for me) Now think about it. Suddenly VZW has to crew 600+ stands. Of coruse 95% of the crew is going to be freshly trained and new people. Of course you are going to get errors.
I'm sorry you had a bad experience but it happens. No one is perfect. You just ran into a bunch of trainees.
When VZW was released into CC, the original release was a nightmare. Bad training on both CC and VZW's part. So CC worked out an agreement to have VZW direct stands inside their 600+ stores. (thanks to muchdrama for clarifying this for me) Now think about it. Suddenly VZW has to crew 600+ stands. Of coruse 95% of the crew is going to be freshly trained and new people. Of course you are going to get errors.
I'm sorry you had a bad experience but it happens. No one is perfect. You just ran into a bunch of trainees.
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New staffers should not be online until they demonstrate they know the products, services and processes. Until then they should be mentored not put in front of customers so we experience errors. I understand the difficulty of staffing 600 booths so soon but it was a critical error to contract that out to CC in the first place. If qualtiy is a priority keep it under your roof unless you have a proof of quality from the vendor based upon past history.
VZW should have staffed the booths and considered transitioning them out to CC if there was a savings to be had.
VZW should have staffed the booths and considered transitioning them out to CC if there was a savings to be had.
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yeah misinformation from misinformed CS reps looks to be an industry wide problem, probably because policy changes frequently, is involved and call loads are high because it seems that customers that are looking for any excuse to complain about anything at all untill they get free unltd calling for life from the CEO of their carrier personally also seems to be an industry wide problem...
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Any corporate store should be presented to the customer seemlessly. As a customer i do nto care what the systems are nor do I want to hear excuses. Any corporate store should be fully enabled. Anything short of this is not quality customer care but rather interfacing wtih the customer from the organization perspective as paramount.
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You are correct about Circuit City, they are now considered direct Verizon Wireless stores with VZW employees, whoever that CS rep was must have been not enlightened on the new changes that the company has made, sorry for the confusion on that. Now to answer your question, just because customer service notes your account about an upgrade means absolutely nothing. If your NE2 date is 11-15-04, that is when you will be able to upgrade and not a day earlier, the point of sale system (NetAce) does not base an upgrade upon what an individual has noted on a customers account. If you are on a 2yr contract with the NE2 feature code, you can upgrade with the NE2 credit within 22 months of the contract and not a day earlier, however there are some ...
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You can do loyalty credits early based on price plan details that would give you a discount on normal upgrade price
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