Unbelievable Customer Keeps Calling for GN Upgrade

[bworley50]

I love Verizon. To the OP. You're company is one of the best companies in the world. One of the flaws is the arrogance with which upper management has for its employees and its customers. The customer service is very good and the products and services are amazing. What bothers me is that most employees are instructed to focus on operations rather than information. People in sales need to know what they're selling rather than being prodded to tally up activations.
It doesn't do anyone any good to announce any device then not release it when it is evident of the demand. They should have seen this coming. The restocking fees earned on the returns of phones on which they have spent millions will not offset the logistics of that entire process.

 

[bworley50]

I agree most customers don't know this phone exists. That's because it doesn't so to speak. Android is beginning to consolidate. Samsung is emerging as a true rival to Apple as a smartphone manufacturer. That is why Google chose them. When you have an opportunity to sell the #1 phone company with the best software on the best network, you do it, quickly and effectively. It is the 1 2 3 punch to maximize additional lines of service and minimize defections.

 

[Andrew Ruffolo]

I worked retail... I can tell you, people suck. I enjoy my current job where I work with just 1 other person. Do I miss interaction with real genuine people, sure... but there are too many asses that make it not worth it for me. I like helping people, but now I prefer to do it behind the scenes and not be noticed.

 

[Droid800]

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.

1) The customer is actually usually wrong. Oftentimes they see what they want to see, or hear what they want to hear, instead of the truth. In this case, the customer knew the Nexus wasn't available, and still decided to continue to call and bother the rep.

2) Every retailer operates this way. Verizon wasn't even planning on acknowledging that they were going to sell the Nexus, but they were pressured into doing so. Most retailers would have sat on it until right before they released or put something up for sale. You would be amazed at what actually goes on behind the scenes at most major retailers with regards to secrecy and product launches.

 

[humpagardengnome]

LOL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Who's telling who to "deal with it" and "quit complaining'???????????????? Now that's great! All these cry baby posts about rumored dates not coming true and you're telling me to "deal with it"?

How'd you get stuck on the phone w/ the same guy 3 times in one day. Why didn't you pass him off to a superior to deal with him for call #3?

 

[Wireless Vet]

How'd you get stuck on the phone w/ the same guy 3 times in one day. Why didn't you pass him off to a superior to deal with him for call #3?

I never said I spoke with him three times. I noticed inhis account remarks that he had called that many times

 

[Wireless Vet]

I agree most customers don't know this phone exists. That's because it doesn't so to speak. Android is beginning to consolidate. Samsung is emerging as a true rival to Apple as a smartphone manufacturer. That is why Google chose them. When you have an opportunity to sell the #1 phone company with the best software on the best network, you do it, quickly and effectively. It is the 1 2 3 punch to maximize additional lines of service and minimize defections.

It may be the number one software in your eyes, but to the casual data user, the every day smartphone user, there's one name they focus on, and it's Apple.

When Verizon announced they were going to carry the BB Bold a few years ago, Crackberry was bursting at the seems much as this website is now. People were clamoring for some press release from Verizon which never came. People demanded more information. All the while, I was telling them an announcement would come and the phone would show up on our shelves one day with little to no fanfare. That's what will happen here. To you folks, you can barely get sleep overnight. The largest percentage of our customers don't know the phone is coming. And most of those customers wouldn't buy it if they did know. The masses, be them right or wrong, are buying the 4s 16 G like it's going out of style. I laughed when our company announced that they would spend more money on marketing and advertising on the Razr than any phone in our history. They were offering oodles of overtime for the Razr launch. Most of us sold one Razr, if that, on it's release date.

And there is no arrogance regarding a phone release such as this. Websites such as this site dramatize the release of a phone, and fill your heads with unofficial dates that were never issued. Our goals are to high to focus on the release of one phone. I had Windows 7 fans trying to convince me that the "delay" in releasing the Trophy would destroy our company, and I'm reading a lot of the same regarding this phone, which is so far from true.

 

[bworley50]

What kind of phone do you use?

 

[bworley50]

Android is not #1 in my eyes. It is a fact. Android carries the largest market share as mobile OS. That is a fact. Samsung recently overtook Apple in terms of total phones sold. That is also a fact. I'm interested in facts, not what you think you are going to sell.

 

[deathbysnoosnoo]

Since you have his cell number you should find one of the few remaining pay phones in the world and crank call him at 3am, repeatedly. You can do this with a voip provider that allows caller ID "spoofing". I, of course have never done this...

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[Premium1]

It may be the number one software in your eyes, but to the casual data user, the every day smartphone user, there's one name they focus on, and it's Apple.

When Verizon announced they were going to carry the BB Bold a few years ago, Crackberry was bursting at the seems much as this website is now. People were clamoring for some press release from Verizon which never came. People demanded more information. All the while, I was telling them an announcement would come and the phone would show up on our shelves one day with little to no fanfare. That's what will happen here. To you folks, you can barely get sleep overnight. The largest percentage of our customers don't know the phone is coming. And most of those customers wouldn't buy it if they did know. The masses, be them right or wrong, are buying the 4s 16 G like it's going out of style. I laughed when our company announced that they would spend more money on marketing and advertising on the Razr than any phone in our history. They were offering oodles of overtime for the Razr launch. Most of us sold one Razr, if that, on it's release date.

And there is no arrogance regarding a phone release such as this. Websites such as this site dramatize the release of a phone, and fill your heads with unofficial dates that were never issued. Our goals are to high to focus on the release of one phone. I had Windows 7 fans trying to convince me that the "delay" in releasing the Trophy would destroy our company, and I'm reading a lot of the same regarding this phone, which is so far from true.

1 wp7 and android are not even in the same ball park atm. 2 I haven't seen anything with people saying that the delay is going to destroy the company. Nobody wants a razr for a variety of reasons being: it is awkwardly wide and large for a phone with only a 4.3 inch phone. People buy iphones because they feel "cool" using an iphone.

 

[Premium1]

What kind of phone do you use?

he uses an iphone. Apple's Rival Samsung Galaxy Commercial 2011 - YouTube that is him waiting in line lol.

 

[3rdpig]

1) The customer is actually usually wrong.

As long as you want his money he's right. He's not wrong until you decide he's more trouble than he's worth. If he is, start the recorder, tell him to take his business elsewhere and flag the call for review by your manager.

 

[philly]

jeez.. some people have problems.. ICS is going to be old to everyone less then 24 hours after this phone is released.. people going nuts waiting for this phone are in for a huge letdown.

 

[kart38]

I've always liked when customers think that the people working in the public's eye know more than the public about something. Any retail job I've had has never given me any more insight into future product releases than I could get on the internet. Let me repeat that. Sales people (no matter what their official title) do not know release dates that are not known to the general public. You think that companies are going to trust something that "important" to such a large group of people? If they want it kept secret they won't tell all those people. The more people you tell the more chances that info get's leaked out.

Sales people are on a need to know basis, release dates aren't something they need to know. I work at a motorcycle shop, think I know when the 2012 bikes will be getting here? Nope, I also didn't know what was going to get introduced at the dealer show before it was introduced. You don't keep secrets by telling people.

Jason

 

[Premium1]

jeez.. some people have problems.. ICS is going to be old to everyone less then 24 hours after this phone is released.. people going nuts waiting for this phone are in for a huge letdown.

I wouldn't necessarily say that. I mean just because you are running it on the fascinate there are still a bunch of things you can't do on ics on the fascinate that you can with the nexus. Maybe for some it will be old within 24 hours but most likely just the ones who already have ics on their phones.

 

[philly]

I wouldn't necessarily say that. I mean just because you are running it on the fascinate there are still a bunch of things you can't do on ics on the fascinate that you can with the nexus. Maybe for some it will be old within 24 hours but most likely just the ones who already have ics on their phones.

true.. probably a few things on the nexus I cant do on the fascinate... I would most certaintly prefer to have a Nexus over a Fascinate.. Im just saying at the end of the day its basically just a ui change.. its not going to change how any applications work or do anything that your current phone probably cant do.

 

[Premium1]

true.. probably a few things on the nexus I cant do on the fascinate... I would most certaintly prefer to have a Nexus over a Fascinate.. Im just saying at the end of the day its basically just a ui change.. its not going to change how any applications work or do anything that your current phone probably cant do.

well yes but no updates really do that. I mean after a few days to most it is just another UI. People will always be looking or speculating about the next update and how awesome it will be yet they all turn out the same across all OS's not just android.

 

[Droid800]

As long as you want his money he's right. He's not wrong until you decide he's more trouble than he's worth. If he is, start the recorder, tell him to take his business elsewhere and flag the call for review by your manager.

Yeah no. No one that's ever worked in customer service would say that

 

[jbomb11]

Is there a restocking fee at best buy?

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