My son posted this in the residential forums as well, because we didn't know which was the proper place.
My 87 year-old grandfather went into our local Verizon retailer (PCS Verizon Wireless Authorized Retailer in Camarillo, CA) to fix his phone. He still uses a 6 year-old flip phone, so it was nothing major. While there, he was talked into taking home a tablet, FIOS Internet, new TV channels, and a data line for the tablet. He was told all of it would be "free", and in fact cheaper than his current bill. Not using technology at all (therefore being unaware of scams like this), he agreed. When his next bill arrived, he had over $300 in extra charges, from activation fees and new service lines. He's on a very thin fixed income, and can't afford this at all. We went back to the store, and they were incredibly unhelpful. They wouldn't let us return the tablet or reverse any of the fees. My aunt has spent almost 18 hours of the past month on the phone (usually on hold) and in person at Verizon locations trying to rectify this, and it's been superbly disappointing to see how little help we've gotten.
First, that anyone would take advantage of an older person for a commission at all, let alone under the Verizon banner, is despicable. Second, that they wouldn't help us fix these mistakes when we asked is shady in the extreme. Third, being given the run-around by every agent on the phone, and not being able to talk to the same person about the issue makes it incredibly hard to deal with; every new phone call we have to explain the entire situation over again, and we're constantly being put on hold so they can pull up details and notes that sometimes don't even exist.
Our entire family has been with Verizon for a very long time, and nothing has given us cause to change our minds about that until now. I realize the store isn't an official Verizon location, but Verizon not taking responsibility for someone operating under their banner when that store fails to help is just unacceptable. I would very much like to find some way to have this resolved for my grandfather, as the last thing he needs is any more stress due to finances.
Playing devils advocate are you sure they were trying to take advantage of him and maybe he forgot or misunderstood? If you are within the 14 day window you can return everything.
They already received the first bill, he is likely far beyond the 14-day (dis)grace period.
I would love to believe that he forgot or misunderstood, which is why we went back into the store with him to try to sort it out. Based on how the employee reacted and spoke to us, I have no trouble in believing they were deceptive or not forthcoming with him in the first place. He was snarky ("Well he signed it, what do you want me to do?") and rude ("I don't know what you expect me to do.") and not helpful in the least. A lot of the annoyances and frustration with this would have been lessened a great deal if the attitudes of the customer service reps were even remotely positive or helpful.
Are you sure you weren't snarky first and he responded in kind? Just trying to paint a picture here.
Yes, I'm pretty sure I wasn't snarky. I see the picture you're trying to paint clearly by your comment history, but this wasn't exasperated by us. We tried to explain and get clarification on a situation with a clearly indifferent employee. I've worked in retail myself, commission or not, the right thing to do is to help people out, especially when they're actual customers. Having worked in retail, I can also say that regardless of whether a customer is rude, snarky, mean, or whatever bad day they might be having, you never "stoop to their level", so to speak.
Of course but people are people and do have a breaking point. Also it's also wrong top verbally abuser someone regardless of employment. That aside.
When did this happen and what store. What the reps name would help.
I feel like this same thing could happen in any store. They are sales people. That is their job! When you get your oil changed. They try to upsell you air filters etc. You went in for the oil not the sales pitch. It is everyware.
I feel like if he was in a corperate store they would have treated him the same. He walks in with a basic phone and they of course are going to talk about upgrading, he says no, then they talk about tablet to see him a data package, he says no. They try to fix his phone and he fios package comes up. I can see if playing out. If you were worried about him getting taken advantage of then why didn't you or anyone go in there with him.
When he goes to the barber shop, do they try to upsell him gel or shaving cream? It is the same thing.
They offered it to him and he agreed and signed for it. You should have look at his stuff before the 14 day grace peroid ended. I am sorry, but I am pro-verizon on this one. They should be nicer when you went back in there, but I feel like you were not super happy when you walked in (like Tidbits said).
It was the PCS Verizon Wireless Authorized Retailer in Camarillo, CA. I have the reps name on his receipt at his house. And once again, I find it hilarious that you're sure I've been verbally abusing them. I didn't do a single thing except act shocked and confused when they wouldn't help. There was no rudeness, there was no sarcasm, there was no yelling.
In response to dad_of_2, yes, it could happen in any store. Of COURSE it's their job to sell. But should they not take demographics into account? If an 80 year-old woman came into my store, I wouldn't try to sell her an Xbox and Call of Duty.
He declined the phone upgrade. The representative said he could offer him a free package for Internet and more TV channels, and it would come with a 'free' tablet so that could 'communicate with family and use e-mail'. He confirmed that it wouldn't cost him anything. The guy said no. The bill comes, there's a boatload of activation fees and his bill is $100 higher. I wasn't worried about him getting taken advantage of, because we've never had this problem. I didn't expect anyone to try to pull a fast one on him. I now know better and so does he.
When he goes to the barber shop, which he's been doing for 75 years, he knows what a shave is, what shaving gel is, and what he does and doesn't want. When he goes into a store exclusively selling technology he's never seen or heard of, and has been around for less than 10 years, how should he know what is true and what isn't? He (naively, it sadly seems) expected truth and honesty from the sales associates who he assumed were knowledgeable and honest.
Once again, I'm sorry you're coming at me with disbelief and fantasy, but there was no unpleasantness when we talked to them in the store. Once they refused to help us we left and have been trying to navigate the issue solely over the phone. Unfortunately, we've spoken with people in 8 different countries and none of them are leaving notes about the calls still.
There's a lot of factors and you MAY have thought you weren't, but actually were. I seen my friends do things and when I talked to them I told them they were <expletives> for doing and saying things they weren't aware of. You say you may have acted shocked, but that may not be what other perceived you to be, and the guy may have gotten defensive. You can't see yourself and your family will tend to have a biased notion. You should know this yourself being in sales for so long and you may have dealt with some people like that, and probably thought the same way you thought. I never said you were, but by the way you were getting defensive in your typing style makes me feel you are not even sure yourself(You probably didn't notice it in your typing for example). That kind of stuff happens over the phone too.
If I was a sale person and that 80 year old woman walked into GameStop I surely would as I would assume she is there to buy something. Why else would you walk into a store?
Personally I hope you get it resolved, and I could see this happening ANYWHERE not just in the States, and you will get the same results. I could probably go into various carrier forums and do a quick search and find those results.
Sadly the bigger the company and the more people the harder it is to ensure everyone is squared away, and legitimate. It's always been a problem in history.
Start a new topic or ask questions in the open forum.
