12-08-2014 08:59 AM
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  1. Robisan's Avatar
    Maybe other customers will think "if I buy here maybe that will be me" and take their business elsewhere.

    ...adding, until proven otherwise good business practice is "the customer is always right."
    11-05-2014 02:17 PM
  2. LegalAmerican's Avatar
    I had a lot of thoughts as I read this, that I thought I would share for everyone to just ignore.

    1- I have been a teller at a financial institution and dealt with customers who were angry from the get go and mistreated me for something that I had no control over, and plenty of times I did the wrong thing and tried my best to annoy them as payment.

    2- I HATE HATE Verizon for so many things. So reading this, I sided with OP even with my past experiences as a teller as mentioned above.

    3- Verizon needs to have customers start to hit them where it hurts instead of whining all day about it and then turning around and overpaying for their service. The only way to fix these problems is to stop paying them for their service no matter how good it is (I understand if it's your only option where you live, that just sucks)

    4- I believe that a consumer has every right to swap out the product until they get one that meets their expectations. I also however, feel that some consumers are impossible to please. If I could only see a problem when running a test that does not duplicate real world usage and then acting like I simply couldn't live with it, I would expect the service company to get annoyed with me. It doesn't sound like this is what happened here, aside from maybe that color thing with the screen. Granted I didn't completely understand what was being described, and i'm sure if I did understand i'd again side with OP.

    5- If you continue to have problems and decide to swap devices, the Note 4 would be a great choice. I love mine but the Moto x was my second choice (similar to the Droid Turbo).

    Good luck OP. This sounds like a mess and hopefully you get it sorted out. Verizon is a bunch of scum bags who think we're all stupid fools.
    11-05-2014 03:54 PM
  3. tech_fan's Avatar
    Wow. I had just posted an issue with Verizon and my Moto X return when I saw the heading come up in the Top Trending articles. Oddly enough, I can relate to most of what was written. For me, I have decided that once my matter is resolved, I want to buy a phone that has no contract. I am done with this headache. I have been a customer of Verizon for over 10 years. Maybe its time to look at moving on and trying another carrier.

    Sounds like you have gone above and beyond what is required. After my 2nd return, I would have wanted to swap out units for another model whatever that model might have or will be.
    11-05-2014 08:12 PM
  4. cbreze's Avatar
    For unit #1 you didn't say anything about trying to condition the battery, not to mention being just plain new and settling in general overall, unless I missed that. New phone batteries take awhile to settle as we all have experienced from time to time. Had 14 days right?
    My M8 took most of a full day to straighten out. I was planning on returning it the next day, but it's been fantastic ever since, just took some time.
    11-05-2014 10:49 PM
  5. twolastnames's Avatar
    As someone who deals with people every day, here is what I have to say.

    Usually when customers are being ridiculous AND rude, they get the bare level of service from me. I'm not going to lie, but assuming your first device is bad because of 20 hour battery life after the first 2 days of use is crazy. There are so many things that happen when you first get a phone, the first being you use it a ton because it's awesome, and batteries need a couple of discharge cycles to settle in. The reps probably thought you were being a bit quick to the faulty device.

    People can be silly with requests, but you need to be cool as hell. If I knowingly do something I know is not going to fix your problem, just because you tell me to do it, you better be on your best behavior. My vote is all your other problems are Karma kicking you in the ***. Sorry, but I don't feel for you on this one man.
    Ricky Babalu likes this.
    11-06-2014 12:38 AM
  6. Adawg1203's Avatar
    Everyone has the right to switch carriers if they do not like who they are with. Remember, the grass isn't always greener in a competitors yard. Also, whether it's right, wrong, or indifferent you should NEVER hide behind the shield of "i'm the customer" therefore, I'm in the right. The problem is people feel being the customer entitles them to being rude to the employees who represent a business. In many cases the store front employees have nothing to do with the problem of the customer. Conversely, I do feel they make every attempt to help with the situation the customer brings before them. In many cases its the CUSTOMERS actions that lead to a poor experience. The customer raises their voice and displays aggressive behavior, first. The employee can only sit there with a smile, and in their head think about how badly they want to punch the person but need to keep their jobs. So the customer is just as responsible for service as an employee. If you bully a representative due to your poor behavior I don't think they will be eager to go the extra mile on your behalf. If customers excersised better restraint in difficult situations I believe the customer experience would be much better. Whether or not the employee was able to completely resolve the problem. Just my 2 cents.
    Nreeldeep likes this.
    11-06-2014 05:42 AM
  7. BOSSY TEXAS CHICK's Avatar

    Even if you did EVERYTHING wrong including punching every employee in the face & setting the store on fire, you'd STILL be in the right as far as i'm concerned...lol

    i have been calling Verizon The Red Devil Network for years. They ruin EVERY phone (cosmetically & performance-wise with their V-Cast & all their other Verizon Bloatware, OEM software removal of features etc) they rape & pillage with their pricing of phones & plans, 90% of their sales staff are rude & untrained, etc, etc, etc.... I would rather go back to a slate & and a hammer than ever give them a penny. They are evil!

    Here's what you should have done. Tell them, "since all 3 exchanges equal ONE working advice (but barely) i will take ALL 3 devices and only be charged for the one." And then tell them this is something you are only willing to do as a "ONE TIME courtesy" and then wait for their answer. And remember, he who speaks first after that, "loses".....

    BTC
    Brad Steele likes this.
    11-06-2014 06:06 AM
  8. tdizzel's Avatar
    Everyone has the right to switch carriers if they do not like who they are with. Remember, the grass isn't always greener in a competitors yard. Also, whether it's right, wrong, or indifferent you should NEVER hide behind the shield of "i'm the customer" therefore, I'm in the right. The problem is people feel being the customer entitles them to being rude to the employees who represent a business. In many cases the store front employees have nothing to do with the problem of the customer. Conversely, I do feel they make every attempt to help with the situation the customer brings before them. In many cases its the CUSTOMERS actions that lead to a poor experience. The customer raises their voice and displays aggressive behavior, first. The employee can only sit there with a smile, and in their head think about how badly they want to punch the person but need to keep their jobs. So the customer is just as responsible for service as an employee. If you bully a representative due to your poor behavior I don't think they will be eager to go the extra mile on your behalf. If customers excersised better restraint in difficult situations I believe the customer experience would be much better. Whether or not the employee was able to completely resolve the problem. Just my 2 cents.
    This is the biggest bunch of BS I've read in a long, long time. You sound like a rep who wants to get paid as much as possible for doing as little as possible.
    I'm not at all an advocate for harassing a rep, but far too often, the only way to get what you are paying your hard earned money for is to be a little rude. You are the customer. You're the one giving up your money. The first assumption on both sides should be that you are right. Anything else is plain insulting. If I buy a phone and during the sale the rep shows they know very little about it, if I'm having problems with it, why would i think they now know more about the device and its problems than i do?
    I had a decent experience when i bought my OG Droid. Since then, every single experience, whether i went by myself or with someone, has been varying degrees of awful. They've been filled with nothing but misinformation and disinterest to what i actually want. I have yet to have an employee make much of an attempt to help me with what i actually want until i get a little ride with them. I try not to go overboard and i don't think i ever have, but I've come close a few times. I always start out polite, but when i come in and tell you i want a Droid Bionic and you repeatedly try to get me to buy an iPhone, I'm gonna be a bit rude to you. When i buy a Droid Ultra and you try to repeatedly sell me a "Q-1" charger, I'm gonna be rude. If i came in with a problem like the OP, and got treated like he did, I'd be rude. It's called customer service, not rep service. The customer needs to be the one being serviced. If they had a problem reps should do everything reasonably possible to fix it. If i sold him something defective he has a right to come in with a bad attitude. Reps should understand that and act accordingly, but in this day and age, they don't. The idea of "you just bought a $700 device, it's defective, so you better be nice" is completely ludicrous.
    Anyone who listens to you is setting themselves up to be bulldozed by someone who is only there to get a commission.
    Whenever i go in to a store my first thought is that whoever is there is going to help me and i act accordingly, but the second i see that my needs aren't being prioritized the switch gets flipped. I'm not gonna go in there, be nice no matter what, let them have their way with me, and then offer them a cigarette when they're done . Not gonna happen.

    Posted from my Droid Turbo, Kelly and Ozone
    rdjr74 likes this.
    11-06-2014 08:07 AM
  9. itic's Avatar
    Hey Owl, what happened?
    11-06-2014 11:20 AM
  10. GolferChris68's Avatar
    No matter what the OP said or did, the fact that the store gave out replacement phones without the matching boxes is very suspect! I would bet that it's not a corporate store, but instead, an authorized reseller. I've had not-so-great experiences with resellers in the past. Best to always go to a Verizon corporate store if there is one local. I've found the service to vary dramatically between corporate stores and authorized resellers.
    rdjr74 and vtpmt81 like this.
    11-06-2014 11:36 AM
  11. rdjr74's Avatar
    AMEN tdizzel! I have an issue with posters that think the guy is out of line. Did you read what he had to deal with! I've been in a similar situation with that pathetic thing called a phone, the Nexus 4. My screen had issues and they did the same thing, look at it under the brightest light possible where it's next to impossible to see imperfections. After the same exact thing, whispering and going in the back for 10 minutes plus, me proving to them that there was imperfections, they finally replaced it. Lucky for me the second device was satisfactory. If only I had known this phone would turn out to be SHEET!

    We as the customer deserve a better experience from Verizon. Not all of use what something for free, we just want what is right. If I receive the slightest bit of pull back from the reps and I'm absolutely sure I deserve to be there with my complaints, then it's gonna be a long day for them and me. My time is important to me and I'd rather spend it elsewhere but if I have to stay and hammer my point across then so be it. It's unfortunate they go on the defensive immediately when someone comes in with a legitimate issue.

    Now this has only been my experience with corporate stores, not retail nor customer rep's on the phone. Online is the only way I do things now whenever possible.

    Those of you dogging this guy makes me think you've never had issues similar to the OP. Lucky for you but if you were standing next to him in the store while all of this was going on I think your opinion would change slightly. Also, I don't think he would have gotten as far as he did at the store if he was being a jerk as some of you claim.
    11-06-2014 12:37 PM
  12. sharkita's Avatar
    If I buy a phone and during the sale the rep shows they know very little about it, if I'm having problems with it, why would i think they now know more about the device and its problems than i do?
    I had a decent experience when i bought my OG Droid. Since then, every single experience, whether i went by myself or with someone, has been varying degrees of awful. They've been filled with nothing but misinformation and disinterest to what i actually want. I have yet to have an employee make much of an attempt to help me with what i actually want until i get a little ride with them. I try not to go overboard and i don't think i ever have, but I've come close a few times. I always start out polite, but when i come in and tell you i want a Droid Bionic and you repeatedly try to get me to buy an iPhone, I'm gonna be a bit rude to you.
    I'm sorry to say this kind of thing has happened to me with AT&T more than once, which is why I avoid the stores altogether as much as possible, so it's not just exclusive to Verizon, I'm sorry to say. I purchased my last two phones directly from Moto online, bypassing the store, and I'll keep doing that as long as I can. My last few visits to AT&T - it was all about the latest iPhone or Galaxy. The last time I bought a phone in store was the Atrix.

    I have coworkers who have had issues with their phones and have had good experiences with Verizon, so it likely varies from store to store, but believe me AT&T has just as many untrained people behind the counter as Verizon. Sad but true.
    11-06-2014 12:50 PM
  13. Brad Steele's Avatar

    Here's what you should have done. Tell them, "since all 3 exchanges equal ONE working device (but barely) i will take ALL 3 devices and only be charged for the one." And then tell them this is something you are only willing to do as a "ONE TIME courtesy" and then wait for their answer. And remember, he who speaks first after that, "loses".....

    BTC
    Could not have said it better.

    Me 2 you via Lg0gPro
    11-06-2014 01:09 PM
  14. Robisan's Avatar
    A few rules I follow for dealing with customer service on problems, in no particular order:

    1) Always leave room to escalate. If you start at 11 on an anger scale of 10 you have nowhere to go.

    2) Befriend the rep. Use some humor and make them laugh. Make them like you and want to help you. Honey, not vinegar.

    3) If you start getting angry, apologize. No, seriously. Apologize to the rep as a person. Whatever your problem is, the rep, personally, did not cause it. Tell them that. "I'm sorry, please don't take my upset personally. I know this problem is not your fault, however..."

    4) Understand that first-level reps are in a box. There are things they're allowed to do and things they're not allowed to do. They can't go outside the box. They might lose their job if they do. Understand that "no" doesn't mean they disrespect you or problem. Instead, tell them you understand the box and ask to speak to a supervisor or manager.

    5) Don't dis the front line rep with the manager. Instead, see #2 above. Your goal is to get the manager to go outside the box your friendly, helpful rep was in.

    6) If you have to escalate, do it in a direct, frank, non-personal way. Most "no's" are institutional "no's", not personal ones. Managers have boxes too. Keep moving up the chain of command if needed.

    7) People are human. Some reps/managers will be disrespectful of you or your problem. Maybe they're having a bad day; Maybe that's just their disposition. Don't return the disrespect, recognize it and move on to someone who will be more attentive. Remember, you goal is to get to "yes." Don't waste time getting angry with someone unlikely to give you a "yes."
    11-06-2014 02:44 PM
  15. rdjr74's Avatar
    Robisan gets an AMEN from we as well!
    11-06-2014 03:55 PM
  16. Nreeldeep's Avatar
    You create your own circumstances. You were in their environment giving off negative energy and hoping to get help. It's no wonder you got stonewalled. You arrived with an argumentative attitude on their turf and you wonder why they put you through hell. You got what you gave. And because you were in their territory you didn't stand a chance of getting your way if the reps were in the mood to make you suffer. And apparently by your story, they decided to teach you a lesson in diplomacy. Reps are people also. You don't get to talk to them any way you want to.. Hopefully you learned a good lesson. It might make future visits to your store more pleasant.
    11-06-2014 04:40 PM
  17. Nreeldeep's Avatar
    Maybe other customers will think "if I buy here maybe that will be me" and take their business elsewhere.

    ...adding, until proven otherwise good business practice is "the customer is always right."
    That's an old adage that doesn't hold water any more. I've seen customers who were "right" get escorted out of establishments because of their behavior. Being right doesn't give a customer the right to disrespect staff and cause disruption to other customer. And the customer is NOT always right. I've seen customers without receipts loudly demand refunds, knowing the store policy is no receipt no return. And the customer didn't get the return. As well, customers without receipts approached the store diplomatically and ended up with a return.
    11-06-2014 07:08 PM
  18. Almeuit's Avatar
    That's an old adage that doesn't hold water any more. I've seen customers who were "right" get escorted out of establishments because of their behavior. Being right doesn't give a customer the right to disrespect staff and cause disruption to other customer. And the customer is NOT always right. I've seen customers without receipts loudly demand refunds, knowing the store policy is no receipt no return. And the customer didn't get the return. As well, customers without receipts approached the store diplomatically and ended up with a return.
    Yeah it depends on location. No one situation is 100 percent.
    11-06-2014 08:01 PM
  19. Adawg1203's Avatar
    This is the biggest bunch of BS I've read in a long, long time. You sound like a rep who wants to get paid as much as possible for doing as little as possible.
    I'm not at all an advocate for harassing a rep, but far too often, the only way to get what you are paying your hard earned money for is to be a little rude. You are the customer. You're the one giving up your money. The first assumption on both sides should be that you are right. Anything else is plain insulting. If I buy a phone and during the sale the rep shows they know very little about it, if I'm having problems with it, why would i think they now know more about the device and its problems than i do?
    I had a decent experience when i bought my OG Droid. Since then, every single experience, whether i went by myself or with someone, has been varying degrees of awful. They've been filled with nothing but misinformation and disinterest to what i actually want. I have yet to have an employee make much of an attempt to help me with what i actually want until i get a little ride with them. I try not to go overboard and i don't think i ever have, but I've come close a few times. I always start out polite, but when i come in and tell you i want a Droid Bionic and you repeatedly try to get me to buy an iPhone, I'm gonna be a bit rude to you. When i buy a Droid Ultra and you try to repeatedly sell me a "Q-1" charger, I'm gonna be rude. If i came in with a problem like the OP, and got treated like he did, I'd be rude. It's called customer service, not rep service. The customer needs to be the one being serviced. If they had a problem reps should do everything reasonably possible to fix it. If i sold him something defective he has a right to come in with a bad attitude. Reps should understand that and act accordingly, but in this day and age, they don't. The idea of "you just bought a $700 device, it's defective, so you better be nice" is completely ludicrous.
    Anyone who listens to you is setting themselves up to be bulldozed by someone who is only there to get a commission.
    Whenever i go in to a store my first thought is that whoever is there is going to help me and i act accordingly, but the second i see that my needs aren't being prioritized the switch gets flipped. I'm not gonna go in there, be nice no matter what, let them have their way with me, and then offer them a cigarette when they're done . Not gonna happen.

    Posted from my Droid Turbo, Kelly and Ozone
    Firstly, I'm not a rep of any sort so you do not have to worry about me expressing my views for financial gain.

    I do not choose to treat anyone in a rude manner whether I'm spending a dollar or 700 dollars on something. And NO I don't have to be "a little rude" to get what I want, should I need an issue addressed. Furthermore, you placed a comment in quotes ( "you just bought a $700 device, it's defective, so you better be nice") I say you better re-read my post since this was never a comment I made. Nor am I asking anyone to listen to me as you once again incorrectly state. That said, I hope no one ever takes your approach when they have to deal with customer service. How I tend to conduct myself with any rep is my prerogative. If I choose to be kind that has nothing to do with you and I find it equally ludicrous for you to infer my approach is any less effective than yours.

    I'll finish up with another comment you made as I find it laughable. You said, ("If i sold him something defective he has a right to come in with a bad attitude."). You cannot be serious. Perhaps you can post the document that states this is a RIGHT as I am intrigued.
    11-07-2014 12:40 AM
  20. doggy2965's Avatar
    By being nice with Verizon I have always gotten what I wanted. He should call Verizon and they will send a new one in box. Also he should have kept first one as batteries always run down quicker the first few days. I thought that was pretty common knowledge.

    Posted via Android Central App
    11-07-2014 12:45 AM
  21. linebusy's Avatar
    By being nice with Verizon I have always gotten what I wanted. He should call Verizon and they will send a new one in box. Also he should have kept first one as batteries always run down quicker the first few days. I thought that was pretty common knowledge.

    Posted via Android Central App
    I would say it's not. Even the store didn't suggest he wait a few days.
    11-07-2014 04:57 AM
  22. udazavlanje's Avatar
    Just deal with Motorola from now on. They have the best customer service and return policy you can find in the US. I had to replace quite a few devices and some were even after 30 day period - never had a single problem.

    via AC App on VZW Moto X DE/N7
    11-07-2014 07:06 AM
  23. tdizzel's Avatar
    Firstly, I'm not a rep of any sort so you do not have to worry about me expressing my views for financial gain.

    I do not choose to treat anyone in a rude manner whether I'm spending a dollar or 700 dollars on something. And NO I don't have to be "a little rude" to get what I want, should I need an issue addressed. Furthermore, you placed a comment in quotes ( "you just bought a $700 device, it's defective, so you better be nice") I say you better re-read my post since this was never a comment I made. Nor am I asking anyone to listen to me as you once again incorrectly state. That said, I hope no one ever takes your approach when they have to deal with customer service. How I tend to conduct myself with any rep is my prerogative. If I choose to be kind that has nothing to do with you and I find it equally ludicrous for you to infer my approach is any less effective than yours.

    I'll finish up with another comment you made as I find it laughable. You said, ("If i sold him something defective he has a right to come in with a bad attitude."). You cannot be serious. Perhaps you can post the document that states this is a RIGHT as I am intrigued.
    First, I never said you were a rep, I said you sounded like one. People can sound like something without being that thing.
    Its great for you that you choose not to be rude. I never said that Adawg1203 had to be rude. Yes, I used the word "you" but why don't you look up the different meanings of the word "you" and then use the context clues do figure out which one I meant. Here's a hint, its not the one where the only person I'm referring to is Adawg1203. But for others being rude IS the only way to get what you need because reps can be overbearing, and don't listen no matter how many times you say what you want. Before I knew better, I had a couple of trips that took over an hour that should have took 10-15 minutes because I was nice the whole time. Maybe you have hours to waste by being nice, I don't know. Furthemore, yes, I put a comment in quotes. Where is the citation stating that the quote is attributed to you? Or are you the only person in the universe now, so it had to be a quote from you? If you're gonna call out someone on grammar, maybe you should learn the rules of grammar first. And since you're so fond of pointing out exactly what I said, please point out exactly where I said that you are asking anyone to listen to you. Or are you just saying I incorrectly stated something that I never stated? Cuz that kinda makes you look like you don't know what you're talking about(which I firmly believe in this case).
    And what part of my approach do you think people shouldn't follow? The part where I walk in thinking the people there are going to help me and I act accordingly? The part where I'm not gonna let them have their way with me and be grateful for being screwed over?
    And you saying you find my statement laughable once again makes you sound like a rep who's trying to get paid as much s possible for doing as little as possible. Laughing at that statement shows a clear lack of understanding of what customer service is. The thing is, I don't blame you at all for that. Customer service is such a lost practice that people don't even recognize that they're not receiving it. To think you need some sort of documentation to be upset over getting a defective product - the word nonsense doesn't come close to describing that notion. A most basic, basic, basic tenet of customer service is making sure a product does what its advertised to do. Should someone come in yelling, swearing and throwing things because their screen isn't producing uniform colors? Of course not. But to think people shouldn't be at all upset when they pay their hard earned money for something and it doesn't work right...I can't even say how ridiculous that is.
    Like I said, I don't advocate harassing reps, but the idea that its the customers responsibility to make sure things are civil and that the customer should be doing most of the work to make sure they are getting what they want is so completely backwards. No one should ever even have to consider being rude, but unfortunately, there is barely any such thing as customer service anymore, and people like you have just accepted that and have switched the onus of a positive experience from the ones whose job it is to make sure things go smoothly to people who just want to be treated like paying customers should be treated.
    rdjr74 likes this.
    11-07-2014 08:29 AM
  24. jerrykur's Avatar
    As someone who deals with people every day, here is what I have to say.

    Usually when customers are being ridiculous AND rude, they get the bare level of service from me. I'm not going to lie, but assuming your first device is bad because of 20 hour battery life after the first 2 days of use is crazy. There are so many things that happen when you first get a phone, the first being you use it a ton because it's awesome, and batteries need a couple of discharge cycles to settle in. The reps probably thought you were being a bit quick to the faulty device.

    People can be silly with requests, but you need to be cool as hell. If I knowingly do something I know is not going to fix your problem, just because you tell me to do it, you better be on your best behavior. My vote is all your other problems are Karma kicking you in the ***. Sorry, but I don't feel for you on this one man.
    Sorry, but if you are in a job where you provide customer service you need to provide customer service regardless of how the customer acts. That is part of your job. This is especially true with the customer has an issue. They can come in flaming hot because of this issue and you need to deal with it in a calm and methodical manner, even if they get in your face. Your job is to listen to customer rant, extract the relevant pieces of information, and come up with the appropriate solution or solution options.
    11-07-2014 09:07 AM
  25. MA2GA28's Avatar
    While the customer has a right to be upset with an issue, they typically don't have a right to be upset with the CS rep. On the flip side, the CS rep should be respectful and, as part of their job, try to help in any way.

    With that said, this situation is a bit different as it appears the reps were part of the problem by acting in an unethical way. However, getting mad at them won't help to solve the problem either.

    The problem with a customer/CS interaction is the expectation and 'sense of entitlement' on each side. Each person expects certain things, and each feels they are entitled to either do their job without distress or have their issue resolved without inconvenience to them, depending on which side one is on. Once one of those expectations is not met, the whole situation falls apart. The solution is to not let the situation get there, and work out a reasonable resolution to the issue.
    11-07-2014 10:45 AM
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