Unbelievable Customer Keeps Calling for GN Upgrade

[venomous911]

If I am not mistaken, all calls into a call center are logged. They are then (normally) correlated and reports are pushed up the chain.

All management want these metrics. I am sure there are senior level meetings frequently (weekly or monthly) to discuss trends.

If enough people call requesting info on the device, senior management will know. I guarantee that they review those reports more frequently than a forum.

 

[ignite023]

The only thing I got from this thread is that the GNex is available and we should all call to pre-order immediately.

 

[bworley50]

I just took a call from a customer who has called multiple times today stating he would like to upgrade his phone. When asked what phone he is interested in, he said, of course, "Galaxy Nexus". He has called over 3 times today doing the same thing. Seriously?

Let's see if this makes sense to you. This is from a consumer perspective. Your company announced that they will be carrying the Samsung Galaxy Nexus in October. It has been over a month and Verizon has said absolutely nothing else about it. That is the problem. Here is why that is:
Verizon Wireless arguably has the best network in the US. I believe that to be true and I am grateful for that. They are expensive, but I have no problem getting what I pay for. Reasonable people can disagree, but I'm sure you, your employer, and millions of others agree that Verizon offers the best phone service coupled with the fastest and most expansive 4G LTE network.
Samsung is currently the world's largest manufacturer of smartphones. Yes, more than Apple or anyone else.
Google's Android is the most popular mobile OS in the world. An OS that has a new version which has already received broad critical acclaim. Also, being a Nexus means that it will have the least bloatware from the carrier and the manufacturer.

So:
1. Best network
2. Most popular manufacturer
3. Most popular OS
4. New OS
5. Minimal if not non-existent bloat

And you wonder why people are clamoring to buy the device? To me, it sounds like you and your company have your collective heads buried in the sand on this one. And before I hear things like, "Verizon is a multi-billion dollar company. They know what they're doing!" By and large, yes, but large corporations don't always get it right. See Netflix and Research in Motion. As soon as you stop listening to your customers AND go so far as to chastise them for being passionate about wanting something that said company has announced, is when consumers find somewhere else to do business. It's really that simple.

 

[obi5683]

What we have here is a troll, and you guys keep feeding it. Take it as a humorous post and move on.

 

[Deltaechoe]

I lol'd, this is a funny thread, maybe I should call a lot

 

[ohiomoto]

I just took a call from a customer who has called multiple times today stating he would like to upgrade his phone. When asked what phone he is interested in, he said, of course, "Galaxy Nexus". He has called over 3 times today doing the same thing. Seriously?

Sorry. :-[

 

[Wireless Vet]

How much trouble could you get into for doing this I am curious...

All of our calls are recorded.

 

[Wireless Vet]

Let's see if this makes sense to you. This is from a consumer perspective. Your company announced that they will be carrying the Samsung Galaxy Nexus in October.

.....and they also said it would be released by the end of the year. It's December 2nd.

 

[Premium1]

.....and they also said it would be released by the end of the year. It's December 2nd.

Hey if you hate your job and people calling in asking about upcoming phones I am sure there are plenty of people who would gladly do the thing you call working everyday...

 

[Droid800]

Let's see if this makes sense to you. This is from a consumer perspective. Your company announced that they will be carrying the Samsung Galaxy Nexus in October. It has been over a month and Verizon has said absolutely nothing else about it. That is the problem. Here is why that is:
Verizon Wireless arguably has the best network in the US. I believe that to be true and I am grateful for that. They are expensive, but I have no problem getting what I pay for. Reasonable people can disagree, but I'm sure you, your employer, and millions of others agree that Verizon offers the best phone service coupled with the fastest and most expansive 4G LTE network.
Samsung is currently the world's largest manufacturer of smartphones. Yes, more than Apple or anyone else.
Google's Android is the most popular mobile OS in the world. An OS that has a new version which has already received broad critical acclaim. Also, being a Nexus means that it will have the least bloatware from the carrier and the manufacturer.

So:
1. Best network
2. Most popular manufacturer
3. Most popular OS
4. New OS
5. Minimal if not non-existent bloat

And you wonder why people are clamoring to buy the device? To me, it sounds like you and your company have your collective heads buried in the sand on this one. And before I hear things like, "Verizon is a multi-billion dollar company. They know what they're doing!" By and large, yes, but large corporations don't always get it right. See Netflix and Research in Motion. As soon as you stop listening to your customers AND go so far as to chastise them for being passionate about wanting something that said company has announced, is when consumers find somewhere else to do business. It's really that simple.

The release said it would be for sale by the end of the year. It's the beginning of December. The caller most likely knows what Verizon said and is being a dick about it. Is it really this hard for you guys to understand that the customer is in the wrong here?

 

[bulvine420]

"Hello, Verizon?! Is the GN there yet?!" x >9000 !!!!

Who here has a iPhone 4 s? Or can get one.I have an idea call Verizon and put siri on and push the button when the rep answers
-rep- how can I help you?
-siri- give me a galaxy nexus

Sent from my DROID using Tapatalk

 

[bphelminski]

Who here has a iPhone 4 s? Or can get one.I have an idea call Verizon and put siri on and push the button when the rep answers
-rep- how can I help you?
-siri- give me a galaxy nexus

Sent from my DROID using Tapatalk

I have a 4S, but that's not how Siri works. Siri answers questions. It/she doesn't ask for things/make demands

 

[bworley50]

The customer is usually right. I suspect he was just trying to get someone to tell him something. And you and the poor CSR are correct, Verizon did say by the end of the year. That is 28 days away, of which some are Sundays or holidays. That means there are only few possibilities of a date. People just want to know when the phone will be released so they can budget, get their upgrades in order, be able to determine when is the best time to put their current phone on Ebay, etc... Verizon is intentionally being secretive. They have been about most of their releases and I get that, but there are no strategic advantages by not allowing customers a date. Or just release the damn thing. If you want to get pissed, get pissed at your employer for announcing one of the most sought after devices then get all secretive for 6-8 weeks. Get pissed at them for telling you nothing and for making you have to be in the position you're in. This is the only retailer that operates this way.

 

[bworley50]

And one more thing, wireless vet, you probably know the release date and were told not to disclose it. How childish is that? People are trying to pay your salary.

 

[grayzweb]

The release said it would be for sale by the end of the year. It's the beginning of December. The caller most likely knows what Verizon said and is being a dick about it. Is it really this hard for you guys to understand that the customer is in the wrong here?

The customer knows it isn't available. He doesn't care. He is acting out in frustration because Verizon is playing the silence game.

People will continue to tweet, call, post in forums even though they know it isn't available.

Its not about right or wrong, its about upset customers.

Good business strategy? I don't think so, but they are Verizon.

 

[Wireless Vet]

Hey if you hate your job and people calling in asking about upcoming phones I am sure there are plenty of people who would gladly do the thing you call working everyday...

I don't believe I mentioned anywhere that I hate my job. I enjoy when someone acts like an ass and like to share it with others.

 

[Wireless Vet]

If I am not mistaken, all calls into a call center are logged. They are then (normally) correlated and reports are pushed up the chain.

The only way a call is "logged" is if a rep notes what the call was about in the "Remarks" section in that customers account. That's the only way I knew he had called multiple times. There is no report generated off of these remarks. You can remark all you want, but if there is never a situation where someone is escalated, those remarks are just sitting there.

 

[pauldroidr2d2]

The customer is not always right. But, they are still the customer.

Sent from my DROID BIONIC using Tapatalk

 

[Wireless Vet]

And one more thing, wireless vet, you probably know the release date and were told not to disclose it. How childish is that? People are trying to pay your salary.

You know, I've been telling people ever since the release of the Blackberry Storm, this code of secrecy that people like you think exists, does not. I've given plenty of dates out when I've been able to give them out on forums like Crackberry, WPCentral, etc. The folks at the HTC Trophy forum will validate this. We are notified of a specific pre sale date or specific release date literally no more than two days before it happens, and most of the time, it's one day. We found out we were selling the iPad LITERALLY the day before it was announced publicly.

I am a national sales rep who sells to customers from every socio economic background you can think of. To those of you techies, this phone is the next have to have phone. In probably less than 3 months, something even better will be available. But to the overwhelming majority of our customer base, most of those folks have no idea that this phone is on the horizon.
Even though many of the current Android phones are more advanced than the iPhone 4s, to the majority of our customers who want a smartphone, the iPhone in it's multiple variations brings a lot of business. If you could spend a day with me, you would be shocked, because there is little buzz at all regarding this phone, and I work at one of our regional headquarters. We as sales reps have some of the loftiest goals ever, and there is little to no concern about any one single phone and it's release.

 

[terpitude71]

i cleaned up a bunch of posts that degenerated into a bunch of personal attacks between you guys. lets keep that stuff out of the thread, and out of the forum