Rumor Mill
Verizon to start charging for technical help.
As I understand it you will be given 30 minutes with the technician to go over any questions about how to use any particular device. They are still going to do the initial setup for free on each device.
This combined with the recent changes to phone replacement procedures is crazy. Currently if you have scratches on the phone case they will not replace it under warranty, but they will replace it for a 50$ fee. Another reason to purchase their $30 cell phone case. It seems to me tha...
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As a salesman, I have no issues helping someone with a phone. It gives good customer experience and leads to a good relationship.
On the flipside... My paycheck depends on sales. Sales that can't happen for the 30+ minutes I'm helping someone.
Granted... going the extra mile *CAN* lead to additional sales, so can extra time not helping someone for free.
I personally wouldn't charge someone if given the choice. If Verizon starts charging for lessons/help, it'll honestly be yet another way I'm better priced than Verizon.
if you get your phone online or somewhere else.. then you should pay for the reps time, or at least buy the poor guy/gal some java.
People need to understand that where you buy your phone is where the service needs to come from, you are their customer. If someone buys a phone from a carrier website then the carrier stores will help them.
I am tired of people coming from WalMart because the Walmart people don't know how or don't want to help. The WalMart people send them our way because we are a highly visible company.
We all get paid when someone buys something from us. If they buy e...
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Secondly, Regardless of where they purchased the phone if they go to a Verizon store they should not be getting charged for it since these are Verizon products. Now if they went to some place like Humbug electronics then came to me wanting me to teach them how to use their phone. That should be a chargeable since I made nothing off of you in the first place and you want me to spend time on this.
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2) We already offer a free class every other week. Not all areas do it. It's before we open, two hours of time. Refreshments paid for. They do this for one reason only: to prevent returns. They found that customers educated in their phone are a lot less likely to return them. A return costs the company an average of $300 - more for smartphones. It's well worth the cost of six or more employees for two hours, plus orange juice and donuts.
Initial setup is fine, but like Epik said, taking someone off the line (even at an indirect like mine was) would be suicide for numbers.
It would be nice if our local corp store had those meetings.. I'd like to hear what they're saying because we had some pretty confused customers come in after getting a phone down there. (I'm sure there is a lot of user error involved)