Jakeman1 wrote:
Someone makes a good point on here about being a business owner and standing by what his reps tell people. unfortunately Verizon missed those etiquette classes and they do NOT recognize of stand by claims that their reps make unless it is in their own interest to do so ($$$$). Their supervisors will flat out tell you that the rep lied to you and they will be spoken to, but they will NOT stand by what the rep tells you even if it is in Writing. They do not subscribe to the notion that their reps can make agreements with customers and have them be binding.
They can and do realize, though, many customers will say anything to get what they want, even if they have to embellish what a CS rep said or what type of abuse a phone has been put through to bolster their claim. Not all customers, of course, but enough in the past to give us the current terms of returning/replacing merchandise which we currently have to endure.
Absolutely agree.
I can tell you I placed the Verizon rep who made the promise to me on the phone with corporate verifying what was told to him two days before about sending me brand new phones. Both defective phones look new without any damage or scratches. I'm not a kid! Verizon is full of crap! They just want their contract signed and collect your money and get you out of the store. No customer service after the sale! Spoke with a rep this morning and was told a supervisor would be calling me within 2 hours, it's now 7p.m. and I never heard anything. Lied to again!!!!!! I will see what happens tomorrow.
I am now thinking hard about switching all of my Verizon services to another company and filing an action against Verizon. I currently have my cell service, home bundle and 5 different businesses thru them. I would bet they still wouldn't care about the loss. It comes down to poor corporate management and very poor corporate policies to handle customer service.
Whats the deal on here with these "Community Leaders" Why don't you just call your selves Verizon Employees and Verizon Cheer Leaders! I have been reading numerous complaints on here from customers and some of you guys are quick to jump on the customer cheering for Verizon and calling the customers liars. Not a very professional way to handle business! You are right, there are 3 sides to every story. You must be working for Verizon because as much as some of you are on this forum you would not be able to work at a regular job and do what your are being payed for. The bottom line is if you don't have customer service in todays market, customers will leave and go somewhere else. That may not bother Verizon's management and reps. but it will effect their share holders in time. Their employee's shouldn't complain later on when shares fall and they start to see lay off notices because of the lack of service they once offered their customers.
Speedpro1 wrote:
Whats the deal on here with these "Community Leaders" Why don't you just call your selves Verizon Employees and Verizon Cheer Leaders! ... You must be working for Verizon because as much as some of you are on this forum you would not be able to work at a regular job and do what your are being payed for.
None of the Community Leaders are Verizon employees - we are Verizon customers, mostly satisfied with our service and devices, and willing to help others out by answering questions on this forum.
As far as time spent here, while I don't have to answer to anyone for the way I spend my time, I will say that I am self-employed, my children are grown and on their own, and I have time to spend doing things I enjoy. Some days that includes spending time here answering and researching questions about cell phones. It does NOT make me a verizon Employee. Cheerleader, maybe, because I like their services . . . I pay my bill every month like everyone else...
Well put SuzyQ. I will add my own 2 cents here as well as it is slightly different but close.
I am a Verizon Customer and have been for a long time. I pay my bill every month and use the phone to death. I am not a big fan of some of the business decisions Verizon has made lately, but when I look at all of the companies out there, Verizon meets my needs the best so I have to take the good with the Bad in order to get the Service (not customer service, but the phone service) I am looking for. Do I think Verizon could do things differently and keep their customers happy. Absolutely, but I also know you will never make 100% of the people happy with you 100% of the time. If that was possible there would only be one Cell Phone Company out there.
I come on here to see how to do things better on my phone (and I do learn things about my phone here and there) but mostly to help others that might be new to a smart phone, or might not be technically oriented so I can help them out like others have helped me out. I also come on here to get some ideas for some apps for phones (either to find and put on my phone, or to write to make things better for my phone).
No one is forcing anyone to be a Verizon Customer. Most people are here because Verizon meets their Cell Phone needs, or they have been with the other companies and had issues etc... but ultimately the choice is yours who you pay your money to each month.
Speedpro1 wrote:
I am now thinking hard about switching all of my Verizon services to another company and filing an action against Verizon. I currently have my cell service, home bundle and 5 different businesses thru them. I would bet they still wouldn't care about the loss. It comes down to poor corporate management and very poor corporate policies to handle customer service.
I think it is more an economic decision. Many "Front-line" employees receive incentives only really for sales (and for selling certain things more than others), and phone returns that don't lead to contract cancellation probably doesn't impact them. This obviously leads to customer unhappiness.
But at a company level, this may not be bad corporate management/policies, it may be better, at least in the medium term, than hiring more, more highly trained and expensive, customer reps. Churn is low, people may threaten to switch but often don't (too much effort, contacts have Verizon, no other coverage, hear from others that ATT/Sprint/T-Mobile etc also suck).
The way of big companies in the US.
Speedpro1 wrote:
It seems like the phone companies have a pretty good racket going. They sell you Brand New phones and when you have numerous problems with them, their answer is to just send you a used re-conditioned phone. I just went thru this again after I bought two Galaxy 3's and had way too many problems with both of them. I specifically told my Verizon rep I bought two expensive phones that were suppose to be the best out there and I want them replaced with two brand new phones just like I bought and he assured me quote: ( You will receive two brand new phones because they are too new and they don't even have them re-conditioned yet) I received two re-conditioned phones! If you purchase a vehicle and you have numerous same problems with it, you can go after the manufacture under the lemon law. They will either replace it with a brand new vehicle of equal value or refund your money. I have already got the run around from Verizon. I have been a customer with this company since before it was Verizon and have spent thousands of dollars with them and am shown no loyality from the company. I didn't buy a used phones and don't want it replaced with a used phones! Since one of my family members is in the legal community,we are going to look into the consumer protection end of it. We are probably going to open a can of worms!!!!!!! I think it's a huge cover-up that nobody has opened up. I would like to hear how many others get the same run around from Verizon? By the way, all the phone companies seem to follow the same practice of screwing their customers so were not the only ones getting it.
What you fail to realize, is that if you have a warranty issue after the return policy, your phone at that point is considered used. You did USE it, did you not? Lemon laws for cars is not comparable to electronics. And you said it yourself, if there is a car problem you go to the MANUFACTURER. Samsung made your phone. Verizon sold it and acted as a middleman. So take your issue up with SAMSUNG. Granted, you will be without your phone for a few weeks, but you will get your original phone back. Think thats unacceptable? Then go thru Verizon, and clam up about getting a "used" phone in return.
What you fail to realize is I have had problems since the first few days I have had the phones and keep going back over and over for re-sets, removing batteries and so on, wasting my time and money. I have got better things to do and my time is valuable. << Comments removed to comply with >>
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