I have always dreaded going to Verizon stores. No matter what simple task you are trying to achieve it involves the person writing a chapter of Moby Dick on their pad or register with a confused look on their face. I don't know if the Verizon employee system is overly complicated, or if it's a training issue due to high turnover or some combination.
Today was the worst though.
Last week i purchased a Moto Z Force. Seemed like a nice phone, but mine had constant problems with app closing messages, sometimes apps not even opening, sometimes the phone just deciding to reboot itself when launching an app. A couple of days ago I went in, showed it to an employee, who was helpful in trying to troubleshoot, we tried a few things, We decided to watch it and see if that worked. He gave me his phone # for direct contact, which I appreciated.
The phone kept acting up and we decided a replacement was in order. I came in; the person who originally helped me was busy with someone else, but he assured his co-workers that he did troubleshooting and I needed a replacement. Then the trouble began. The co-worker couldn't perform the task on his pad (following the obligatory 10 minute hypnotic typing routine). He said I'd have to go back to the original store where I bought the phone to get my replacement...because they must have done something 'different'.
This was of course ludicrous
1. I was at a corporate Verizon service center.
2. They obviously had phones.
3. They had the person who knew I needed a replacement
4. They guarantee exchange of phones for any reason, let alone that it didn't work, within a few days of purchase.
5. They could obviously access my account information.
But according to them, since some button didn't work on his pad, the only place in the universe I could get a phone was at the store where I got my original one. He got his manager who echoed the same thing.
I said just call the other store. "Nope. That won't matter".
I said, what If I was in LA and needed a replacement phone? My only option is to fly back to Minnesota to get it? - Blank stare.
All to no avail. The frustrating part was they didn't even grasp why "A button doesn't work on my pad" was not a sufficient answer.
So I had to go back to the other store. They pretty much knew right away how to process it. They just did a return and a new phone issue. It had nothing to do with location. It had to do with a people not understanding processes, or even simple customer support concepts.
This should not be so complicated.
I don't even know what to say to this...
i do, as i was in a wheelchair, and dont drive, i was told to go to a store to exchange brand new s7edge defect, and they said its defective to me and not them, then told me to leave and not to return. thats a nightmare, later that day i had a panic attack over it, since then im even afraid to ask for help anywhere, for fear being told the same. why dont people own up and be more ethical than deciding for others whats right or wrong.
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