Am I the only one?
rcicotte
Enthusiast - Level 2

I've been a Verizon wireless customer since my very first Palm Treo 650 back in 2004 .  The fact is I've never had any other wireless service.  But judging from what I've read while researching alternatives and what I know from my friends and associates experience there is no better wireless service anywhere. So why is it that the upgrades are so painful? 

I've had my current phone (a Motorola Droid X) since 2011.  My wife and I got one for each of us and when she recently started experiencing issues with the charging process (it would be at 40% when starting the charge at night and 10% in the morning).  Sometimes it would charge and sometimes not. ...mostly not.  After first checking all the apps and replacing the battery didn't resolve the issue we decided it was time to upgrade.

As usual my first step is to research the latest technology and state of the art.  Being a long time consumer of computer technology (I'm a data architect with nearly 30 years of experience) I've long since paid my dues for buying into the latest and greatest trend so I like to let others prove things out before I jump in. I've found this strategy to be much more cost effective.  So I began the process at MyVerizon and checked out our current status. The site confirmed that we were both eligible for upgrades and that my choice in technology, the Samsung S4 mini, was not only available but also free with a 2 year contract.  Since we are long time customers anyway the contract is not an issue for us.  We are currently on the more everything plan with 1G of shared data and pay $110/ mo including taxes.  This also includes a $10 promotional discount on on each line: $40 x 2 + $40 data  - $20 "More Everything" promotional discount = $100 plus ~ $10 taxes and fees.


After calling customer service to make sure that we would continue to get our promotional discount after the upgrade and after printing the upgrade coupon that allows us to get the same deal at the store we set off for our local Verizon store to check it out.  The first thing that gave us caution was the line.  This is one of 3 local stores in the Nashua area and there were quite a few people there.  Good for Verizon. ...lots of customers.  So a nice gentleman greeted us and put our name on a computerized list and asked us to look around until a sales rep was available.


So far so good, right?  While we're looking we confirm that the S4 mini is just what my wife wants but I like the full size S4.  This was $49.99 on-line but $99.99 in the store.  When the Sales rep shows up (after about 20 min.)  I explain to her that I have a coupon for the mini but I want the full size for myself but I don't want to pay $50 more for it.  Solution: I can use the in-store iPad to order it online and pick it up in the store.  So I get on the iPad and order it on line and select the "Pick up in store" option. It took about 10 minutes to wade through the on-line screens and options: color, phone number to upgrade, pickup in store, no I don't want accessories, no I don't want additional insurance, review purchase,  click approve purchase, wait.  ...and wait. ...and wait.  No email confirmation.  After waiting for another 10 minutes and finishing the in-store purchase of the mini we tell the sales rep that we'll run some errands and we'll be back when we receive the email confirmation of the order.


After about 1 1/2 hours of running errands we still have no email confirmation so we return to the store to see if they have any record of the on-line transaction.  The meeter and greeter is there to take our name but the store is even busier than before.  We explain that we've already been there and are just trying to complete our purchase.  The sales rep we worked with is there and I get her attention.  The greeter goes over and talks with her and tries to check the status but there is still no record of the order.  He politely states that he will find someone to help us.  After waiting another 10 minutes I call customer service and explain what's happening.  There is still no sales rep and my name is not even on the board.  The customer service rep I spoke with on the phone (Harriet) is trying very hard to be helpful and suggests that I try to check the status online so I go to the ipad and log in only to find that there is no record of my order.  So while she is on the phone I tried to place the order again.  But this time the screen says I have no upgrade options available.  She says OK she will fix it if she can talk to one of the sales reps.  But I can't get their attention.  I tried to explain to one of the sales reps and told him I have a customer service rep on the line that wants to talk to someone there.  His response was "what does she want to talk about?"  I explained that I was trying to upgrade my phone but that it wasn't registering.  He said he would find someone to help me and then he walked outside.  I never saw him again.  Another 10 minutes goes by and I found another sales rep at the desk and tried to explain that I had a customer service rep on the phone that want to talk to a sales rep and he said I 'll find someone to help you.  I asked how long it would be and he said about 15 minutes.  A few minutes later I noticed my name on the list.  I was number 8  ...after a customer who had just come in and I heard him say it would be 1/2 hour.  It was now more than 3 hours since we first started the upgrade process and I've had it.  So I politely told Harriet who was patiently waiting on the phone that I could not wait any longer.  There was no response on the phone and I hung up.  I told the person at the desk that I could no longer wait for assistance and left.

A few minutes later while we are driving home the phone rang in the car's hands free system.  It was Harriet calling back to see what happened.  I explained the situation and she was very sympathetic.  She offered to take my order over the phone and overnight the delivery and assured me I would have it the next morning by 10:30AM.  "Great", I said.  "If I'd known it was that easy I would have called you first".  So she took my order: Color  - Black.  No insurance.  No accessories.  Is there anything else?  No ...wait,  Yes.  Will I still get my $10 promotional discount?  "Yes".   "You'll get an automated phone call to confirm that you placed this phone order."  A few minutes later the call came in, I answered the confirmation questions.

That was yesterday.  This morning while I'm anxiously waiting for my new phone to appear I get the order confirmation email:  Color: Frost White: Access fee $40; Upgrade fee: $30;  Insurance $8;  1G Data $40; Ongoing Monthly cost $88.  Presumably the $10 credit would still be applied but this is not what I ordered.  And I know it's not going to show up today as promised.  So back to customer service.

I called customer service at about 11:00AM and explained my sad story.  I didn't get her name but the rep said she would cancel the order but that sales would have to place the new order.  I found this odd because it was Harriet from customer service who placed the order yesterday.  So she tells me that the order has been cancelled and then transferred me to sales where a very pleasant man named Adrian answers.  I tried to explain the situation to him and assured him that it's nothing personal but I'm very frustrated.  After telling him the history he explained that he was just the receptionist and could not actually place an order for me but could transfer me to someone who could.  So next I spoke with Brian who was also very polite.  I explained the history and the fact that I had to place the order by phone because my online account thinks I have no upgrades available.  He took my personal information to confirm my identity and then the order information but when he tried to place the order he found that the other order was still pending and he could not cancel it.  I would have to go back to customer service where they could expedite the cancellation.  So back I go to customer service.

Now each time I go to customer service or sales there is a telephone tree.  I never get the same person twice and I have to explain the circumstances of my call.  The customer service rep checked my order status and found that it was still pending.  She excuses herself and tried to track down the problem but to no avail.  Apparently it can take several hours for even the expedited cancellation to take effect.   Something about ITPS whatever that is.  The bottom line is I need to wait until I receive an email confirming the cancellation and then I have the privilege of starting this whole process all over again.  And for this the Upgrade fee is only $30.  I have spent approximately 2 1/2 hours of real time (not counting research) attending to the upgrade process.  At my consulting rate that would be about $325.

To be fair this is not the fault of the customer service staff.  I found them all to be very sympathetic and they all tried their very best.  But the system is really messed up:

  1. First of all the online ordering process is pathetic.  The screens are confusing and there are too many steps.  This appears to be due to the excessive emphasis on graphics and marketing.  I have designed far more complex order processing systems and interfaces and in my professional opinion there is no good reason for this. Funcionally it would be far more effective to place all of the options on a single screen similar to the bill presented at the end.  Let the user fill in the options and the bill is calculated as the user selects options from drop down lists.
  2. Customer service and sales act like they don't even work for the same company. And indeed apparently the different systems don't allow them to correct transactions made in each others sysem  .
  3. It should not take hours to cancel an order.  This is another sign of stove-piped systems.  Information common to Customers and Sales should be shared in a master database allowing authoritative information to be accessed by both.
  4. Separate pricing models for stores vs online causes confusion for the customers.  If the purpose is to encourage customers to buy online then the online process has to easy and accurate.
  5. I just checked my account.  While I've been writing this apparently the wrong order has been processed:

Order Date:

07/08/2014

Order Number:

XXXXX

Billing Account:

xxxxxxxxxxxxxxx

Product Name:

Samsung Galaxy S® 4 16GB White Frost

Tracking Number:

xxxxxxxxxxx

Shipment Courier:

FedEx

Shipment Description:

FDX PRTY OVNT 10:30A

Shipment Date:

07/08/2014

Status:

Order is SHIPPED

Smiley Sad





<< Message was edited by: Verizon Moderator, proprietary information removed. >>

Labels (1)
Re: Am I the only one?
Ann154
Community Leader
Community Leader

Since you purchased a subsidized two year contract price phone, the $10 more everything plan discount will be removed under the line is no longer under contract. The upgrade fee is also because you purchase a subsidized phone.

Now for them ordering the wrong phone, all I can say is I hope you can get it sorted out and the right item ordered.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Am I the only one?
rcicotte
Enthusiast - Level 2

"The upgrade fee is also because you purchase a subsidized phone."

  1. I have found nothing in all of my research that says the upgrade fee is related to buying a "subsidized" phone.  They say it's to support the in-store workshops. 
  2. In each instance when I spoke with customer service and asked specifically whether the $10  "promotional discount" would apply I was assured that it would.  That's why I called them before going to the store.  They said that if I called them after the new phone was purchased that they would apply the discount.
  3. I just feel nickle and dimed every time I have to interact with the company.  I do love the reliability and quality of the service though
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Re: Am I the only one?
Ann154
Community Leader
Community Leader

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Am I the only one?
LRVassar
Specialist - Level 2

rcicotte wrote:

"The upgrade fee is also because you purchase a subsidized phone."

  1. I have found nothing in all of my research that says the upgrade fee is related to buying a "subsidized" phone.  They say it's to support the in-store workshops.
  2. In each instance when I spoke with customer service and asked specifically whether the $10  "promotional discount" would apply I was assured that it would.  That's why I called them before going to the store.  They said that if I called them after the new phone was purchased that they would apply the discount.
  3. I just feel nickle and dimed every time I have to interact with the company.  I do love the reliability and quality of the service though

I, personally, do not agree with the upgrade fee, either. You are correct in that it's just another way to nickel and dime their customers. I'm sure someone will chime in saying, "Other carriers do it, and they charge more," but the fact of the matter is it's a ridiculous fee considering I, as a customer, am choosing to pay you for another two years. In a sense, you're charging me for agreeing to remain a customer.

I don't use in-store workshops, and haven't ever used them. There is no reason why I need to pay for someone else to attend a workshop.

Re: Am I the only one?
rcicotte
Enthusiast - Level 2

I have some good news and bad news regarding my upgrade process.   The phone arrived this morning and as expected it was the wrong color so once again I called customer service.  I think this is the 5th time over the last 3 days.  I got a great person named Brandy.  I went through the explanation once again and she was also very sympathetic and offered the following suggestions for to resolve my issues:

The good news:

  1. She suggested that I take the phone to the local VZ store and they would exchange it for me.
  2. She checked and made sure that the insurance fee was not charged even though my confirmation email indicated that it was.  The receipt that came with the phone did not include the insurance fee.
  3. She offered to credit my account with the $30 upgrade fee to compensate for all of the issues and time it has taken.
  4. She confirmed that I will continue to get my $10 discount which was agreed to when I first asked about how the upgrade would affect my monthly bill before I even started the process.
  5. She sent me an email so that if I have any further issues I can contact her directly and she will follow-up so that I do not have to deal with a new person each time I call customer support.

The bad news:

  1. When I took the phone to the store to exchange it for the color I ordered it took nearly an hour.  There was only one or two customers in the store butI I still had to wait about 10 minutes before the woman who took my name originally offered to help me. 
  2. After she took my personal information and checked my order in the system she told me that the process to exchange the phone required a return and new purchase.  This meant that she had to charge me the full $99.99 but she would give me a mail in rebate coupon for $50.  I explained that while I understood it was a requirement of the system I made her aware of my issues with the process and suggested that this was the result of a really messed up set of policies and procedures designed to push people to a web site that is poorly designed and error prone.  While she agreed and seemed to understand my frustration she said there was nothing she could do and this is the only way I could get it exchanged today.  My alternative would be to call customer service back and get an RMA stretching the process out still further.
  3. She had to check with the manager to make sure I would not be charged the $35 restocking fee. 
  4. The process was nearly complete when someone appeared at the door behind the counter and asked if someone else could finish with me because another customer who had an appointment with her was on the phone.  When she said yes I said "So now I have to go through this explanation again with someone new?"  She very thoughtfully asked the other staff member to tell the customer she would call them back in a few minutes.
  5. Total time:  ~55 min.
  6. Now I have to fill in the rebate form and mail it.

I now have my new phone but I still don't trust that the charges are going to be correct.  It's going to take at least 2 billing cycles for me to be sure that everything right.  I suspect that I'll be corresponding with Brandy again before this is done.

I understand that each store is a separate profit center and separate from phone/internet sales and that inventory needs to be followed at each store.  But the exchange process could be much simpler.  The entire process could be handled by the sales process.  Surely it can't be that I'm the only one who has had to exchange a product purchased on-line or over the phone.  Only a few things are need in order to accomplish this.

  1. Item exchanged (returned item/delivered item)
  2. Where purchased (internet; phone; store location)
  3. Where returned (store location)
  4. Reason for exchange: If not the customers fault then no restock fee is applied.  The process of reversing the transaction and crediting the store with the sale can be accomplished by the program.  This is an exchange not an original sale so any difference in discounts should be handled accordingly.  The customer should not become a victim of the process.

I hope someone from Verizon is reading this.  I would be more than happy to talk about my experience and how much better it could have been.

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Re: Am I the only one?
RushFan2112
Specialist - Level 2

There's no way they are going to continue the discount for you.  You took a 2-year contract.  THAT negates getting the discount.  The only people that get the discount are those that are no longer on contract (month-to-month) and those making Edge payments. 

Re: Am I the only one?
rcicotte
Enthusiast - Level 2

So at least 3 CS reps gave me false information?  I was very specific about continuing to get the access fee discount on both phones.  I was told that they have noted that and as soon as the new phones are added they will adjust the monthly fee accordingly.  I have the names of the reps and the conversations were recorded. I verified it each time I called and it was the last thing I confirmed before placing the order.

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Re: Am I the only one?
sprmankalel
Champion - Level 3

To explain it better. The $10 discount is because you were not under contract with a subsidized phone. All carriers are trying to get away from subsidized phones and the discount is your incentive to keep you line out of contract or on the Edge program. VZW makes no money by subsidizing your device. Actually at the end of the contract they barely break even on that transaction. I have a line on the Edge program. Since I didn't subsidize the phone that line gets a $25 discount because of the 12GB data plan I subscribe to. So Edge or out of contract gets the discount. In contract does not. Verizon can't pay for your phone then give you a discount on top of it.

Also, once an order is placed it cannot be cancelled. The warehouse processes them very quickly. I have placed orders online and received confirmation of completion within an hour. It's terrible that the process took so long but usually in-store and online prices are different. The store cannot offer the online price. It usually costs more because they have people there doing the setup of the new phone for you. Online orders are essentially set up by the user. Plus it costs money for them to ship inventory from the warehouse to the store. It's all relative.

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Re: Am I the only one?
grandflowers
Enthusiast - Level 3

No you NOT the only one, . . .I have the same issue, . . .only you explained it my better.  I ordered online, PREPAID, . . .and was leaving Verizon's post paid, and wanting to keep my telephone #.  That's impossible to do online, . . .so I was sent to Telesales.

Ordered as advertised online, . . .price & phone.  Received Order Confirmation immediately, . . .next day received Shipping Confirmation stating a lesser GB, . . .and the roller coaster began.

Also that Customer Service does help pretty much, . . .but trying to find anyone responsible on the Sales side is impossible.

I will ask to follow your situation.  Thanks for posting your issue & comments.

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