Hidden Fee and Terrible Customer Service


I recently went into my local Verizon store to upgrade my phone. In the past I have received excellent service from a sales employee at this specific store so I continue to go back and work with him. This time a different sales employee assisted me and the experience was terrible.

This sales employee added insurance to my bill without asking me if I wanted insurance, telling me he was adding insurance, in fact insurance was not brought up at all by the employee or by me. Through research I have since learned that he receives some type of commission for signing me up for insurance when I did not previously have it. (I have been a Verizon customer for ten years and never had insurance.)

Second, this employee was very rude and condescending toward me. He would not show me how to access iCloud on my old device to sync my information. Instead he told me that I had never synced my phone and that I would have to do so to move my information to my new phone, which is completely understandable. When I asked him how long this would take, he asked me how many pictures I had on my device. I have 2,000. He informed me that it takes about 1 hour for every 50 pictures; so that would be a 40 hour sync for me to perform on my own time and 40 hours to wait to have my contacts. He did NOT offer to transfer my information in the store. Instead he reminded me that the value of my phone depreciates.

Additionally, he altered my corporate discount on my account from 22% off my monthly bill to 3% off my monthly bill.

Following my visit, I had a new $300 phone with none of my information, my old phone sitting on a charger syncing, an additional $11 added to my monthly bill and only a fraction of my applicable Corporate discount being applied. Not only did this employee waste my time and money but he was very rude to me as he did so. At this point I am prepared to return my phone, cancel my service and use my work cell phone through AT&T as my personal phone. Is there any other way for me to remediate all of this? I am sure if I went in to the store my bill would be corrected, however I do not want this employee to receive commission on my purchase due to the poor service I received. But if I return my phone (it has been less than 14 days) I will owe a restocking fee and would be out even more money due to this employee's poor actions. Does anyone have any advice here?

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