Why store reps bother me...
My daughter recently gave up her Palm Centro for an EnV Touch. My son has a Dare with the $15 data plan, and I wanted my daughter to have the plan also. They told me it would be cheaper to go to the next plan and put us all on it, but when I tried to do that, they said because I was the "primary" and because I have a Centro, they couldn't do that (so why did they even mention this option? Strange). So I asked them to make my husband the primary and put my line on as an add on. Nope, that couldn't be done either. So I am now paying more apparently for the 2 data plans, and then I tell the rep I want to give my daughter's Centro to my brother (who doesn't want data, just a phone.) They tell me if I put anyone else on that phone he will automa...
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if you find a good store rep, get their card and call them directly. Or email them. I do this will all my customers. Keep loyal to those that know what they are talking about.
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I've only had Verizon since October of 08, but when I set up in a third party store, I dealt with a really awesome rep. And then when I had to take my Glyde in to have an update done on it I had to go to the Corp store, and the first one I got to was down for the Samsung updates, so they referred me to a store all the way across town. My experience, despite the fact that I had to drive 20 miles to the next closest store, was still good. I'm sorry to hear that you're not having a good time. ☹️
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Normally you are treated with much more respect at indirect locations. At least in my experience.
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The plan could have been changed easily. I'm not sure why the rep wouldn't do it, it was free sales dollars and DAPC, all the way around. 😳 May have been someone new?
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I just did that the other day. You just have to watch out for the Ne2 date, it will be lost.
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True. I try not to harp on that one, instead, focusing on the positives, like saving money on the bill every month, rather than once every two years. 😉
It works, most of the time. 🤣
It works, most of the time. 🤣
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Every single scenario I came up with the rep shot down. I was quoting information I have taken from this (and other) sites (things I know to be true), so she must have understood that I wasn't a total moron. She just kept coming up with reasons why nothing would work. I don't think she's new, she certainly wasn't young, but it's not the first time a rep has completely given me a line of BS, and I only shop at a corporate store in my area. Maybe I should find an indirect somewhere...
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you sound like every other customer who thinks they know more than the people working at THEIR STORE. obviously there was a reason or a restriction that store had that didn't allow them to do that.
if you were a smart customer you would know that not all stores can do EVERYTHING at your beckoning call.
i HATE customers like that!
if you were a smart customer you would know that not all stores can do EVERYTHING at your beckoning call.
i HATE customers like that!
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Try reading the actual story before you attack a customer.
The customer DID know what they were talking about, the reps did not.
They also mentioned that they talked to CS and the store. They also only deal with Corp store, so that sort of restriction should not exist.
The customer DID know what they were talking about, the reps did not.
They also mentioned that they talked to CS and the store. They also only deal with Corp store, so that sort of restriction should not exist.
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Here is the skinny on what happened. When you go to a connect or premium plan the primary line must be connect or premium. They were right there. Yes, they could have moved one of the other lines to the primary and made you a seconday but you would have lost your NE2 credit on your line. They were probably trying to help you out by not losing that. It would have been a $50 or $100 loss they probably didn't want you to lose. I agree, they shouldn't have said it couldn't be done though.
As for the Palm, they probably don't know any better. All PDA's now require a data plan and that's probably all they've been told unfortunately. The Centino is one of the older devices that came out before the new policy went in to effect. It can st...
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As for the Palm, they probably don't know any better. All PDA's now require a data plan and that's probably all they've been told unfortunately. The Centino is one of the older devices that came out before the new policy went in to effect. It can st...
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I always find that the corporate stores expierence depends on the manager. My manager tells us not to even bother coming to work if we can't come with a smile on our face and an outstanding attitude. We must remember that we are the representations of Verizon, and the experience we give the customer is one they will always remember. If your having any trouble, just ask for the manager.
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Ask for a manager? Most times reps are more knowledgeable then the managers. Reps are empowered to make any decision as long as it is a win win situation. Customers think by asking for a manager that you will get what you want and that is not true......
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I'm not a customer, and in any quality store, the manager does know more than the agents. Reps are not empowered to make any decision, and if the customer isn't satisfied, they should ask for a manager who usually has more power than the agents.
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Once again, like I stated, reps can make any decision that will be in the best interest for the company and the customer. I been with the company for several years in call centers and in retail and this idea is always stressed.
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Well, i'm new to the Verizon culture, as a former Alltel employee but my new manager is from Verizon and he doesn't stress this. Some decisions we make even require a manager passcode. In Alltel, it has always been in the best interest of the customer to ask for a manager if they are not 100% satisfied with their service that day. While the agents may make any decision, sometimes they choose not too, that's why a manager is another option, another person to talk to. I understand how frustrating customers can be, but assuming the customer is honest then this option is in their best interest. My manager always says "the day you forget what it's like to be a customer, is the day you loose the ability to serve them." and I do believe in that.
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If you can learn to continually offer customer multiple options to solve their issues, you will be fine. Consider yourself as a part-owner of this company. You will always do what is best for the customer, but in turn you will do what is best for verizon. Bottom line is we have to keep the customers using their phones everyday, if not we lose money.
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Well, she was the one who brought up the switching to a different connect plan so I could save money on the data plans for the kids phones, but then - oh, the damn PDA - changes everything. I wasn't ASKING Verizon "for anything" special, I was just asking questions on the plan SHE was initially offering me.
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Who knows? Perhaps the rep did not realize that the Centro is one of the PDAs like the 700wx that is grandfathered from the new policy requiring a data plan or perhaps the store manager has a policy that no PDAs will be activated without the data plan because if the customer decides to access the web on it with the Pay Per Use and returns two months down the road insisting that they were not informed they would have to pay $.015 per kb and demanding an adjustment it is the ASM or Store manager left holding the bag having to explain to the DM why they credited $200? Fortunately it was taking care of by CS. Keep in mind down the road new PDAs WILL require a data plan. Call CS and they won't be able to force say an Omnia or Touch Pro throug...
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I understand ALL of that. My daughter and I have had our Centros for quite some time now with pay-as-you-go. We have never racked up a ridiculous bill. She's in college; we sat down and had the data discussion, she got it. I got it. Our pictures cost us about $3-4 a month (if any!) and that was much cheaper than $60 a month would have been. The dumbing down of America still never ceases to amaze me. The fact that "we" (Verizon) have to insist on making stupid rules because the vast majority of the population is stupid is quite amusing. But it is what it is I guess. When she got the EnvTouch, she said "I am going to use the internet on this." I understood that, too, and I got the data plan. It's really simple if we just use those brain cells...
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I never use the NE2, I usually do an annual upgrade every year on my line. I told her that. I also explained to her that the Palm was purchased before 11/17/08 and had never been on a data plan. She went into a long explanation of how people abuse data and run up huge bills - I know all of this. My daughter and I both had Centros for over a year at this point, we both had pay-as-you-go, and we have not ever sent so much as a photo, and I have never paid more than a few bucks a month on data. I understand the whole data thing. She could have looked that up on her magic computer but she wasn't listening to a word I was saying, which was annoying...so I lose a discount but now pay $20 or more a month to have the data set up the way it is now-ov...
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to either go into a store or call back into customer service and have them switch the primary line around then and change your calling plan.
The only downside to this is that you will loose your ability to upgrade your line every year as only the primary line is elligable for an annual upgrade.
Also, as far as the Palm issue goes, that device is not required to have a data plan, but personally I know that the system we use occasionally errors out and will not allow us to activate an advanced device without the data plan even if it is not required. The rep still should have tried and if it errored out, then placed the call for you.
The only downside to this is that you will loose your ability to upgrade your line every year as only the primary line is elligable for an annual upgrade.
Also, as far as the Palm issue goes, that device is not required to have a data plan, but personally I know that the system we use occasionally errors out and will not allow us to activate an advanced device without the data plan even if it is not required. The rep still should have tried and if it errored out, then placed the call for you.
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