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Verizon Wireless Store Locations Need Substantial Improvement

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I will never step foot in another Verizon Wireless store location. I have visited one of them twice and it was a lesson in frustration. I am befuddled by how business can be conducted efficiently in these places. On my first visit all I need to do was upgrade my phones and renew my contract. I had no questions at all. I knew exactly which phones I wanted and planned to be in and out fairly quickly. Upon entering the store I was greeted by an employee with an iPad who asked for my name. He entered it into the iPad and said that I was in the queue. I waited for 20 minutes. While waiting I couldn't help but notice the ridiculous fashion in which the store operated. There were 8 employees (I counted them) and roughly 12 customers. I overheard an employee sitting in the corner of the store coaching an elderly woman on how to use e-mail. There was another conversation between a customer and an employee going on at the register regarding iTunes. I left after the next name in the queue that was called was not mine. I realize that Verizon is trying to operate like the Apple store however you don't have a Genius Bar where people can ask questions. Instead you have sales associates wasting excess amounts of time teaching people how to use their phones. My second visit was very similar to the first. The customer to staff ratio was roughly 2:1. All I needed to do was deactivate a prepaid phone for my mother. It would have taken 30 seconds. I never got to speak with anyone. I left after waiting 20 minutes yet again, but not leave without voicing my opinion to the store manager. I let her know that I knew it wasn't her fault on how the store operated, but to raise the issue if there are ever corporate staff meetings. You guys need to have a line for people that don't have questions. A "business only" line for customers that just want to walk in, do their business, and walk out. On my second visit to the store there was a girl in her 20s that needed one of the employees to put a screen protector on her phone. That's ridiculous! You guys are wasting people's time. Direct the knowledge hungry customers to some online tutorials or create workshops for them. Don't use your store as a forum in which non tech savvy people learn how to use Twitter. For others like me, do yourselves a favor and do not visit these store locations. These are not Verizon Wireless stores they are Verizon Wireless universities where people can go and receive an entire education on the use of smart phones. When I buy a car at a dealership I don't have to wait for the sales people to teach each customer how to drive. Why do I need to wait for Verizon customers to learn how to use their phones?

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Sr. Member

I am at a loss for words (or at least words that I would be willing to eat). I almost didn't respond to this post I was so angry at your idea of improvements. How many people on this site have asked for just the opposite? They WANT to visit a store and find employees who actually care about the customers. Maybe you want express service, but some of us like to know there is somewhere we can go and actually speak to someone that can help us when needed.

Based on your statements, seems like anyone else's problems or questions are insignificant when it causes you to have towait in line. How would you feel if  that "old woman in the corner" was your mother and she needed help working her phone. Would you tell her to go online and figure it out herself? Maybe you'd actual take the time to help her, but maybe this "old woman" didn't have anyone available or willing to help her. The stores are there to represent Verizon and support their customers - not just the ones who are in a hurry ... oh wait ... even customers like you that apparently needed a store employee to help you.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

I have to agree with you Elliew. This is probably the DUMBEST post I have ever read. Sorry to offend, but the people that know me on here know from experience that I am blunt. I get what you mean, yes people that want to place an order should be able to get help in a Verizon store which they can. However, Customer Care and online sales can help you upgrade. Customer Care can help you deactivate a line.  A store is the only place where you can get face to face physical help with learning about your phone, applying cases or screen protectors, etc. And some cases require a store rep to place on the device, if you do it yourself it voids the warranty and disqualifies you for any replacements.

So it makes no sense to me that you think you are any more important than anyone else. The only way to possibly describe you is "entitled." But fear not! You are not alone, this flaw is found in a very large number of people who believe they are the center of existence and they should be treated like royalty.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Leader

Your "express" service is to order your phone online and have it shipped to you.

If you don't want to wait for it to come in the mail then going to the store and waiting you ***** turn is the only option. I work in retail and I hate when people feel so entitled that they think it is ok to rush other customers ahead of them or me.

Get over yourself.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Member

Point taken. I apologize if I sound like a jerk. I'm the type of person that plans my trip to any store so that I can be in and out. I'm constantly rushing myself so that the people behind me do not have to wait. I didn't realize how self centered my post sounded. That wasn't my intention. I'm merely suggesting ways for the stores to run more efficiently. If you read my post in its entirety instead of selectively choosing whatever negative points you feel need to be addressed you would see that I am not suggesting that people seeking help be tossed out on the sidewalk. What I said is that there should be an area of the store for questions (similar to Apple's Genius Bar) and a section for customers looking to make quick transactions. I think that's a fair suggestion.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Sr. Leader

However comparing an Apple store to a Verizon store is not a very good comparison. Apple stores are generally MUCH larger with 5-6 times the units on display. In my local Apple store, there are maybe 100-150 units on display where my local Verizon stores only have 20-25 units on display. The apple store also has 5-6 times the manpower in the store in order to cover all of those units. More manpower = the ability to specialize people in the "fast lane".

When there are only 4-5 people working in a Verizon store, it is hard to have 1 person just sitting around for someone with a "quick" transaction jumping ahead of people who have been there waiting. Then you will have a lot more people making complaints how they were waiting longer than they needed because one of the idle CS agents in the store refused to wait on them when they were doing nothing.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Member

Entitled? Really? That's pretty over-the-top considering I couldn't be more opposite of that. No offense taken. I learned how to use all of my phones on my own. If we are all created equal than anyone could do that too. I didn't expect anyone to teach me or hold my hand through the process. Do you go into Best Buy with the intentions of purchasing a computer and then expect the sales clerk to take everything out of the box, hook it up, and then sit you down for a course in Windows? Do you request a free course on how to hook up your new flat screen TV and home theater? See where your use of the word "entitled" is such a slippery slope in this instance? Why are cell phones and tablets the only consumer items that fit into this technological enigma that mystifies everyone and does nothing to initiate the motivation needed in order to learn how it's used on one's own? We learn how to use everything else we buy one way or the other without the need of the store we purchased those items from. I realize that not everyone is motivated enough to learn these things on their own. This is why I suggested that there be an area of the store for purchases and an area for questions. What part of that makes me sound entitled? That's a very equitable solution. I don't mind waiting in line behind others making purchases. I don't want to wait behind people with service related issues such as screen protectors and memory cards. I don't want to wait behind people with support issues such as questions on how to use their device and why their e-mail is not working. Countless amounts of stores have separate departments for these things. You're all appalled of my expectations when I walk into a store and I'm appalled at what I observed going on once in the store.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Member

Thanks for the snarky comments. See my reply to the last poster and maybe rethink your recycled use of the word "entitled". In any event I did end up using the online services. Thanks.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

Member

To me it doesn't matter how big the store is. It could be the size of a closet and it wouldn't matter. I don't think that areas that are properly designated for specific purposes would cause anyone to wonder why they aren't being helped. When you go to a bank you wait in line for an available teller you wouldn't turn around and say "Hey, look at those loan officers sitting at their desks doing nothing". You wouldn't go to a car dealership where all of the sales people are busy and wonder why the guy at the parts counter isn't helping you purchase a car. It's all in the way that it's presented. The layout of the store could be subdivided to avoid any confusion or irritation that would otherwise ensue if they tried executing an express area without making such changes. My suggestion here all comes down to efficiency. Any consultant could look at the way Verizon is running they're stores and see significant room for improvement not only for customer service, but also to optimize revenue.

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Re: Verizon Wireless Store Locations Need Substantial Improvement

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And not only that, at our Apple Store I can just scan the item with my iPhone and walk out the door. Its very fast and painless.

Absolutely love the place.Smiley Happy