We visited the Verizon store at 8505 Main St, Ste 340, Houston, TX 77025 on May 24th, and spoke to a Sales Associate, Abraham (removed), who informed us of a promotion where we could purchase a tablet for a trial period of 14 days, and if we decided not to keep it, there would be no penalty. We returned the tablet on June 6th, and we were told we owed a $70 restocking fee. We told the store manager, Kristen (removed), that Abraham had not informed us of this fee when we made the purchase. In fact, he was insistent that we should try it out, and reassured us there would be no cost to us if we decided not to keep it. I specifically asked him if he was sure there were no fees, because we would not make the trial purchase if we would be charged fees. Kristen turned to my husband, and in a rather loud and aggressive tone, said “you always cause trouble when you come in here”. I advised Kristen that she should not speak to customers in that manner, to which she responded “well he shouldn’t bother my associates”.
I asked for the number for the corporate office, and was told by Abraham that there was none. I called customer service and they reduced the restocking fee by $35 which I paid.
Weeks later, I began receiving calls from a collection agency at work, when I reviewed my bills; I noticed I had been charged $256.53 on the tablet account. Apparently, although Kristen told us she terminated the account when we stood in the store and asked her to on June 6th, she did not actually do it until June 16th, at which point we had exceeded the trial period. I called customer service and spoke with Chaney (removed), who transferred me to Austin (removed), who told me he would remove the early termination fee of $105, but not the remaining service or restocking fee. I asked to speak to a Supervisor, at which point he told me if he transferred me, he would not be able to remove the $105 and my balance would remain at $256. When I still insisted on speaking to a Supervisor, he said there weren’t any around and he would try to find one.
The manager, Shay (removed), removed $173 from my account, amid prolonged hold periods, but refused to remove the restocking and activation fees. She argued with me and told me that I should not have relied on what the associate told me, that instead I should have read the contract line by line. I told her that as a consumer; I am not required to read a contract line by line, I can ask, in good faith, that your representative summarize the contract for me. I asked to speak to Shay’s manager, and she told me she did not have one. I was then transferred back to Austin, to remove the $173, who insisted the issue had been resolved; I told him that while I appreciate his opinion, I don’t agree. I asked again to speak to Shay’s manager, and he told me that I would receive a call within 24-48 hours.
This incident has negatively impacted my credit, and I have had to spend my personal time dealing with the unprofessional associates at the Verizon store, and following up with the billing and customer service departments.
If your associates are not aware of the terms of your promotions, they should not be put in contact with the public. When they make an offer, they are acting as representatives of Verizon, and if they mistakenly promise something, that should still be honored, otherwise it constitutes false advertising. Additionally, your employees’ customer service skills are lacking, to say the least.
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator
I told her that as a consumer; I am not required to read a contract line by line, I can ask, in good faith, that your representative summarize the contract for me.
What!? Are you seriously stating that you're not required to read the contract, and that it's their job to read it for you?
On the contract, it states the following:
This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement.
I'm baffled by your complete lack of personal responsibility. I'm glad they stuck with the agreement, in which you signed without reading. Some of the best lessons are the most difficult.
You know LucasV, from a purely technical and (maybe even) legal standpoint you seem to be correct in asserting that when we sign a contract, we are taking responsibility for our (signing) actions. But it seems sublimely ridiculous and even morally reprehensible , not to mention ethically bankrupt for ANY company to state that hey have no responsibility to honor or even acknowledge statements made by their representatives. Other societies especially Europe do not accept this level of abuse from corporations, we are no longer world leaders in so many aspects of modern life. Verizon and the other major corporations own our legislators.