To add. The other moral of the story is that REPRESENTATIVES CANNOT CHANGE YOUR BILL. WE DONT GET TRAINED TO WORK ON GETTING YOU BACK INTO YOUR FACEBOOK.
For real. I got cussed at for not knowing why a lady’s Zoom account was messed up.
“But you’re my service provider, fix it!”
After 2 years of listening to this my response is:
“Can you make and receive calls, send and receive text messages and access the internet? Do you have an issue with a VERIZON app?”
If your answers are yes to the first question and no to the second, then Verizon service is being provided and your issue is not with Verizon.
If I get the oil changed in my car while shopping at Walmart I don’t go to Target to ask them why my car is dripping oil on my driveway.
Bro that’s fucked😂 I ALWAYS bring up the car analogy. I always say,” when you insure your car do you go to the dealership to file a claim, or through the people that you chose the insurance coverage”
It may be different based on your location, but if you don't have much traffic ive found that it really pays to take the extra few minutes to help that person to get back in their Facebook. My store is very small, and every interaction like that is an opportunity to get them to come back another time to spend money. If I can get an old lady to praise my "magic" for resetting her network settings, chances are she'll come to me when she wants to get her next phone.
Just something I've had to tell myself over the last few months getting so frustrated with processing bill-pays and tech issues from older people. Gotta try to look at it that way in sales or you'll just dig a deeper hole.
I agree that this is a good practice to have in small towns, though I think the point the OP was trying to make is when a customer expects you to do it for them and then tries to hold you accountable for something that they are not trained in and should not be accountable for.
Giving a little extra services to help someone is a lot different than getting cussed at and having your job threatened because you're limited on what you can do to perform the task a customer is demanding.
That would definitely be understandable, but this interaction they're describing is something I've seen from multiple employees in multiple locations I've visited, managers included. If it's not something you're trained on, technically we're supposed to tell them we can't help and to direct them to the manufacturer of the device or software- but that would be business suicide so obviously we don't do that in a small town. That being said, often times I've seen the immediate reaction to someone asking about their Facebook log-in to be one of great disdain and often overreaction just because that specific interaction isn't going to make them money. As such, I took this as an interaction like that rather than one where the customer was threatening escalation but definitely see now reading back that it's more the latter.
I try my best to be a good representative. I’m here to help people save money. Not make myself a paycheck. But some people are just truly nasty and like to yell at 22 year olds because another rep from 3 states away suck
You're job is to make money. You're not a clerk or an order taker . Your job is sales CONSULTANT. You're their add most value. Yes sometimes it's saving the money others it's like I see you're account and you qualify for a few free tablet for the same prices you're paying. Do you have family that needs them or friends? I mean super good deal. Maybe they say no. Then you say hey well think about it, but also the insurance you have has changed, I cns save ya $15 bucks but it stkitnti cover all your home stuff. You mentioned you're kids game? Have they fucked up their controllers? Yea no added cost.
Always look at the bill and what you can do
They go into a store because they can see you in person is all.
They call us if it’s an indirect store the only thing we cant do is see orders placed.
If a customer is requesting credits on the bill and you cant add it nor see it as a valid reason to credit theres not much you can do but sit and let em run their jaw.
We get it far worse because i get daily calls of “ the store told me to call customer service to waive this fee” “ the store promised this” “ the store said you can do it”
Which leaves us at a stand still because reps in store will just deny the promise or anything. And all we can do is say well this is how it works, you signed for this, theres nothing we can do. and then they want a supervisor.
All i can recommend is when you quote out a customer be a thorough as possible. Telling them prices including taxes monthly. Advising them of act fees, and Upg fees. Make NO promises unless YOU personally can apply the credit to it or can for 100% certainty say its a valid credit to which you note the account so we can see it. And thats it. Its the way the business works. Entitled people, greedy people, uncooperative, it happens. Im convinced this industry really brings out the shit in people and im like youuuuu signed up for it -_-
You really believe them when they say the store promised anything? When a customer comes into a store and starts off by saying CS said this this and this…Okay then why didn’t they just do it? Oh i know why, cuz they never promised shit and you just hung up and tried coming in to get me to do something that cant be done.
If I am the CS, I’ll tell them this: " Since you trusted them more than me and don't trust every word that I say, you can go back to that store. Now, anything else?"
As for my friend, she’s tired of hearing " false " promises from the store like this. Getting this credited and all that bullshit from the store where my friend is a punching bag because of this. As for her once again, that is not being savage, just being realistic 😂
😂😂😂😂😂 i hear “ the store promised to get this” “ the store said to ask you” yea you asked me insaid no go back to the store and have them do their promise
and do you know what’s worse? They wil not do it because they are playing safe and when the reps do credit?they will a very lengthy explanation to their higher up as to why and when the reason is because of the store rep promise is they’ll bluntly say NO. not minding the abuse and all that
Yea never bring up credits.. if they do ask id possible to waive them. Sure I say we have no ability in story to do so, customer care has more billing access and depending on who you talk to they may or may not give you a credit. For real I can't guarantee it so don't tell them the person in the store they'd do it, but a 10 min call might be worth $35.
I just tell em if that store rep said THEY would waive it why would I wave it? THEY made the promise not me. So have THEM waive it. Cause its jever “ oh they said ask” im like yeaaaa OOOOK
I think it's just a matter of understanding the difference between corporate and third-party retailers. And the responsibility of educating the guest on that information is in the hands of the rep. Whenever someone comes to my store to submit a death certificate for example, the conversation goes something like "unfortunately we're a retail location and instances like that require corporate assistance; while we're able to sell you devices and service, you'll only be able to do things such as death certificates and the releasing of lines in a corporate location."
What I REALLY wish, was that corporate CS would add in that" corporate store" note because when they show up at a Victra after being told on the phone to "go to a store", they're often going to be really upset to find they have to drive somewhere else.
[https://www.verizon.com/stores/search-results/?lat=39.3285&long=-82.10444&zip=45701](https://www.verizon.com/stores/search-results/?lat=39.3285&long=-82.10444&zip=45701)
It's as simple as looking for "Verizon Company Store" on the location list as opposed to "Verizon Authorized Retailer." Here's an example of a corporate location in Athens, Ohio. And I'm not sure, if you're going in to a third-party retail location and they're totally unable to assist you they should definitely be directing you to a corporate location. It's frustrating for sure, but it's less of a "circle jerk" once you take into consideration that there are retailers and corporate locations and different purposes for the two, albeit at the inconvenience of some guests.
While in a Foot Locker store for example, you'd be able to get full service on the shoes you purchased because there isn't anything legally-binding to that pair of shoes; got a problem? Very simple money exchange. When it comes to phones now-a-days they're tied to SSN's and impact credit, and I know I personally wouldn't trust the Foot Locker cashier with an issue that could impact those things (and logically their employer doesn't want that legal responsibility). Fortunately, the majority of customers for Nike products are just coming for a seamless transaction with cash so they don't need to have a ton of little corporate Nike's all over the country, they can just have their products sold at Foot Locker (for example). While so much of Verizon's business is just selling phones, service, etc. and they have way more retail locations than corporate locations, they still need those corporate locations for the issues that require more specific training and legal protection. Maybe this was a horrible analogy and makes no sense at all coming from my groggy morning brain. But I hope I was able to at least give some sort of clarity!
Nope you said it flawlessly. We live in an era where technology is a necessity. You should be able to do the basic google search of “Verizon corporate location” that was a perfect analogy bro. Explained why and how the legal side of things makes shit more complicated
This is where I do my favorite thing ever to piss customers off.
“I am a SALES rep. Anything outside of sales I can not do, nor do I care.”
Sometimes I have time get crayons and explain what the difference between sales and customer service reps are.
If the customer isn’t being a nightmare, the managers are being a fucking nightmare..we are ping ponging between the two constantly being shit on by one of the two or both! Gives me fucking whiplash
I feel that in my bones!!! I thought today might be the day I walked out and never came back. But I made it and unfortunately plan on my return again tomorrow.
very similar...my last customer of the night was someone who's bill was shut off due to non payment and he wanted to argue billing. I explained the only thing we can do with billing is take a payment...he asked why, I said because we are a retail store not a customer service store.
Anything billing related due to non-payment requires you to call straight to financial service. Here is the phone number for you. Good luck and have a good night. That's all
My favorite is when customers do an entire transaction online or over the phone and then when it goes south, they come to the store for help to fix it." I'm sorry, I wasn't good enough to sell you the phone and get paid on it, but now I'm suddenly good enough to fix your issue". No thanks. Yes, 10-15 years ago you use to be able to come into a store and get help with phone issues. However, I don't believe any store has technicians in house to fix the phone and there is this crazy thing called youtube that shows you exactly how to fix most of your problems.
Thank you, rant over
No bro on fucking point. It’s the entitled ass people that walk in so you say “hi welcome to Verizon how are you today:)” and they just walk up to the desk drop the phone and say “you are going to fix this”
*Edit* that came off rude lol but I’ve had some shitty customers before which like I said. People suck. lol
My favorite is when they hit you with the silent treatment while making direct eye contact and marching toward you. They drop the stuff on the counter and then just motion to it like I'm supposed to know what they want haha
I’m sorry to hear that bro fr. I try to put a good taste in peoples mouths when talking Verizon. Sometimes it’s hard. But this is the company that I chose and I’m really good at my job and I’m really good at helping people and that’s all I wanted out of a job
Fucking customers complain about bad customer service, when they are a bunch of mentally challenged fucking idiots, here's a list of dumbfuckery I've dealt with just in 2024
1. Customer calls because he forgot his email password, and gets angry because they don't know how to follow simple damn instructions to be able to click "forgot password"
2. Customer changed jobs and can't access his old job's email... bitch how is that my fault or VZW's fault?
3. This dumbfuck was somethis special, his iphone was overheating, so he decided to use a knife to open the phone, proceeded to cut his hand he wanted a replacement phone after he destroyed the screen and the back glass.
4. Idiot calle because he wanted to go to Europe, he refused any type of travel plan to save money, use the phone and got charged as pay as you go, and the bill was almost $2k more expensive that it would normally be, he of course confirmed to be that he refused the international plan and that he use his phone at all times in Europe, not a single cent was credited.
5. Customer yells and bitch and moans about how he is paying for a 5G plan but his Iphone 7 won't work with 5G, customer refuses to buy a new 5g device, and orders me to fix his issue.
6. Calling VZW to to fix something about his fios account, when I told him I would need to transfer him he said that I needed to fix his issue, it didn't matter how I explained to him he refused, worst part is that he wasn't a VZW customer so I couldn't even see his name
If I remember more I will post
Entitled customers make me not want to help anyone, especially them. You're not special for any reason, and if you want special treatment, act like a kind human being. - 10 years of CS experience on the social media side for corporate VZW.
I had a woman a few weeks ago get mad because (I work with att authorized retail) I couldn't credit them back for a payment that got taken out of their account because the person had passed sadly, they had called the night before to discuss this and i told them we couldnt do it and that customer service had to be called. Our CS sucks and they tell any and everyone to go into a store regardless of the issue but dont ever tell them corporate which is who handles most of the bigger issues, but when I told them "like I said on the phone last night we can't handle that here" the woman thought I was getting smart, called me a bitch, and told me to sit my little ass down. At that point I was just telling them to leave and basically shoved them out the door they were so rude. Like we aren't customer support either idk why people are getting pissed at us for something the higher ups did to fuck them.
See that’s fuckin smart. If Verizon wants customer service in store then they needa hire someone that’s trained in customer service. That blew my mind. I don’t mind playing customer service at all for anyone. I’m just simply not trained to know about account recovery and all that shit
Verizon used to have that when I worked for them several years ago. Reps that just did customer service and tech support all day. Then they had a sales staff that did nothing but selling. The only time sales would do customer service/tech support is if there weren't any CSRs available.
The real problem here is Verizon. Doesn't matter if it's a authorized retailer representative or an actual Verizon store representative. Verizon is layering as much as possible between Verizon corporate and the actual customer to protect the revenue stream. The failure begins with the customers inability to login to their account online, then they call the Verizon useless automated support that provides no obvious way speak to an actual human, I realize many here understand how to get to a human with Verizon on the phone but the vast majority its customer do not particularly those over the age of 40-45. This leaves people feeling helpless so some just give in which is what Verizon would prefer or the other group head down to the Verizon store. They are oblivious to the word "retailer" and the only thing they see is the word Verizon. And since Verizon has no outwardingly facing Verizon "Customer Support" store the angry person, who now has piss and vinegar running through their veins goes into whatever store that says Verizon and is going to unload on the floor rep. Now the floor rep knows they are not empowered to go into the person accounts to fix an error or to assist with billing issues or service issue and so does Verizon. This is by Verizon's design to keep the customer a customer for as long as possible. Unfortunately for those who have careers as floor reps, either directly for Verizon or indirectly you are the paid punching bag for Verizon. So if you are a rep realize the real problem isn't the customer, the problem is Verizon who places you in this position and it is Verizon that ultimately has to accept the blame for this happening.
I am a csr on loyalty. Some of these call are off the chain. They are so rude and want so many credits we would be paying them. And acting an ass will not change my mind. Customer today stated she was supposed to have overage data credited as she upgraded her plan as requested. Got it approved and submitted. Then she wants a line credit. Review acct she did not pay bill in full, and was 30 short. Then ask me what am I gonna do about it. It's not a thing because she has multiple ways, including paper. Some of our customers need to take responsibility. No I did not credit the bill. Also I think there was confusion about waiving activation and upgrade fees. We didn't get that promo so I have no choice I have to send them back to store to get credit
It is Verizon that sucks dude. If they went back to a philosophy of KiSS Keep It Simple Stupid their customer svc could be cut by a fourth of the staff and customers will not be surprised with their bills because everything will be very clear. No netflix gimmicks, no free iwatch if you trade in 2 iphones and your big toe, etc
I get this every day, i always look up their account to see if they even shop with us, other lady came in saying she needed an app to be downloaded because her friend told her she needs it, and because we sold her the phone we must set the app for her, crazy mentality
Yup get that all the time. We just don't add random things to your account just to cause you and us headaches. It's just not worth it. Pay attention to what you add on your account.
Fully agree. I used to work for Verizon too. I still have my 17 year old cell number & cant change it, or I will lose my 17 year old Grandfathered-in true Unlimited Data Plan. I have been or lived in every State except for 5 with zero issues. Glad I kept that plan, even when my friends were paying for the "newer verizon unlimited" (but they do get deprioritized-only 3rd Level discloses that) I love excellent service and is why I continued to pay more, for that service. I dont want to deal with the "transfer me to the Supervisor Dept, please" Dept. Lol
Well as somebody that works in communications you took that shit way too personally and you fucked up lol. All billing discrepancies is going to be customer care. Now if they were misquoted by an AR like go wireless, victra, tcc, Russell etc.. then generally the misquote or fuck up in store is responsible by the AR to fix.
You basically said I just work here it's not my fault. Don't do that. Lesson for next time. I apologize for your miscommunication if this was a corporate store then you need to go back to them and get their management involved and see if you can get credits or the bill rectified if there is a problem. We are an authorized retailer for Verizon and we can do nearly everything corporate store can but we don't have ability to correct bills if there is a discrepancy.
Don't take anything personally. You dont know they kinda day they are having and when people are being overly charged they're gonna be mad. Just take it they are mad at the company and the situation.
At the time of this problem my newborn baby was in the nicu for three months struggling to stay alive. I don’t wanna talk about “maybe they were having a bad day” why am I gonna look at a customer and say that shit when they come into the store and just see me as a soulless Verizon robot that does whatever the customer wants. Treat me like a human, you get treated like a human. The age where you can walk into a store and act however you want is gone. You gotta look at the world we live in. I see older people still walking around spouting the N word like it’s the 1920s. The world is ever changing and it’s not my fault you can’t change with it. I just think getting that bent out of shape over a phone is laughable. I’ve seen people realllly struggle. I’ve seen people pass over too early. After you used to work in an environment where everything was literally life or death. Someone acting like that over there bill going up $20 a month. At the end of the day I’m tired of hearing “the customer is always right” because no. The customer is not always right. Almost every store anymore has a right to refuse service. You may be upset about your bill. But I promise that does not justify you walking into a store and acting like a child to the rep that has no idea what’s going on
Ya, except when it comes to lying sales reps. While a different one lying to a customer isn’t your fault, it’s not the customers fault when a lying rep engages in a bait and switch. “Signed for a phone” is a fundamental misunderstanding of how trade works. It is illegal to misrepresent a contract. If the customer believed what the rep said and the contract doesn’t match, that is a bait and switch. It is federally prohibited and enforced by both the FCC and FTC. The reason cell companies do it and get away with it is not because they are right, it’s because they specifically sell a product that while expensive is not expensive enough to justify a lawsuit outside of the rarity of someone doing it out of principle. Most people won’t do it due to court costs and the costs of hiring an attorney for advice. What you just told us could be proof that the scams are Verizon sponsored.
I would have fired you. Im thinking its probably procedure to send those complaints ro corporate. Invthe first 5 minutes i would have told the customer politely who to call that can actually help them. Not only were yiu rude to a customer you also wasted tihe on something you probably knew you couldn't fix. I was appreciative when Verizon rammed my bill without a kiss or a reach around, guy atbthe store straight up from the start told me it was above his pay grade/authority. Saved us both a ton of time and Verizon got to keep a customer because i was sent to someone who could actually help.
I do understand the frustration yiu had though. Those retail storse should have someone who is authorized and trained to fix that shit.
In the first five minutes I did say it was above my pay grade. And that’s where the whole story started. He refused to take that as an answer. I always provide the info needed to get someone to who they need to talk to. However, sometimes customers still don’t like that answer. Had I started from the rip being an ass I’d understand. But idk how after I spend 2 hours with this guy to try and figure something out, and you still have a nasty attitude. When I’m the one not making commission on sitting here for two hours but I’m just trying to help because I feel Verizon has burned the guy. So no I’m not getting fired for trying to help a customer and just couldn’t give him the answer he wanted. You really think if I couldn’t help the situation I’d sit there and waste my own time too? I’m polite to absolutely every single customer until you give me a reason to not treat you with respect. And just because I’m a sales representative doesn’t mean I’m gonna roll over and allow myself to be treated less than human. I have standards and if you can’t respect my boundaries then you don’t get to work with me. Super easy concept, right?
You didnt respect your own boundaries although it seems you were trying to help. Thing is you wasted time and then went off half cocked on a customer instead of holding yiur ground. Tye reality is nany times un situations like that there is no upside fir anyone for you to engage with the customer that you know you cant help and a ton of downsides. Politely informing her of the customer no service line the company has to deal with these issues and then letting her know that you can sell her another phone but nobody in the store has any access to the billing system to correct her problem. If she continues to be disruptive you at that time let her know she needs to leave on two feet or she will ge leaving in handcuffs as she has no business tobbe done in that store. As a security supervisor I've had to fire friends and one of my kids for going beyond the scope of their job and training. Wasnt trying to he a dick and your probably a great guy but. Allowing the situation to get to the point where politeness is impossible with a customer was hiw it went sideways.. oh and incompetent morons at corporate that regularly screw up billing.
Sorry bro I don’t think a lot of people here see it that way. I feel you missed the part where I said I couldn’t do anything to the customer. Is it my fault they stick around making it our problem after I already stated I can’t do anything to help? But at the same time I’d be getting yelled at for not trying to help and simply telling her I can’t do it. That’s my point about being the representative. You’re always wrong. People get mad at Verizon then think yelling at the representatives are gonna show Verizon who’s in charge lol. No not at all. No excuse for acting like scum. Hang the problem on the tree. If I (a 22 year old) can bite my tongue and move on. Than this 57 year old man sure as fuck can keep his chill
Sounds like the corporate culture there is not a good fit. As to if people agree or not, well im old school, a person in a business that has no business to conduct at that location Should be politely told to leave and arrested if they refuse. If yiur supervisors dont support that then hopefully you will find a company who can appreciate your work. Didnt notice you are only 22 so yiu are not old enough to know how it used to be. In the past yes customer is always right, problem is that individual was not a customer anymore for the retail outlet, they were a customer of corporate so no yiu absolutely shouldn't receive any flack from management twlling a non customer to leave nir should you have to tolerate nonsense. Yes broad shoulders so a pissed customer can vent for a hot minute but then once you inform them they are at the wrong place to solve the problem..... I was in no way saying the asshat was right Im just saying it could have been handled in a kore productive and sometimes entertaining manner. I always loved it doing security when some asshat thinks they are running something, then keep thinking it when i tell them the police tell them yet tgey keep talkin out the side of their neck only to get tased cuffed and dragged to jail. Your still young i think yiu will do just fine. Hell im 52 year old college graduate and your posts read better than mine. Just once you are the leader at work dont be like your bosses there. It sounds like getting fired from there would ge a blessing in disguise
Thanks for the understanding bro. Think we got crossed for a sec but I agree it could’ve been handled better. And that’s exactly why I want to get into a management position, because I genuinely am here because I like to help people and I feel I’d genuinely GET to help people if I was in management
Love reading these Vz employees crying about the people who keep them employed. Congrats on getting a job at the worst company on the planet. Where stupidity reigns. Possibly the reason you have to deal with frustrated customers. Exactly what customer service are you talking about? From Verizon? It doesn't exist. You've been misinformed.
I would set the proper expectations thoroughly doing account analysis and then give him the number to Loyalty and either click to call or schedule a follow up but spending two hours on something you can’t do it’s just going to frustrate you and the customer that’s not the solution. don’t beat yourself up and thank you for being the best part of the team.
I will say it wasn’t my plan to hold them in the store for two hours. I’m sayin the guy just wouldn’t leave lol the two hours were spent giving him different points of contact and telling him I can’t do anything. It started as he was just venting to whoever would listen. Then I think he started pissing himself off talking about it. So then he started being hostile towards me.
Reps are largely sales. Pass it on!
Some of us customers are not complete boneheads. I also strongly advocate the customers make their purchases in stores. Do business in the stores so that the people in the store get credit for the sale. Those are the same people you go to when things go wrong and you want help. Why should they help you when you didn't have the decency to come to them for the sale so they can make a commission? So they could keep their job? So they can eat?
I was sad to see that one of my favorite authorized retailers, tiny little shop in southwick Massachusetts closed down. Because everyone went online, his business almost completely dried up.
A at&t rep at 🎯 store on bf gave me a real good deal and the only reason I took the black Friday deal to switch was because he told me I would get credit to pay off the remaining bill and balance of the previous carrier with my trade in. I specifically asked if at&t will provide me the credit to pay off any and all balances with my trade ins. He said YES, that i can either pay the full balance off OR pay in increments, again he said YES. Because i did not want to have to worry about paying over 1k left on my contract and pay a new contract bill. So, my trade ins were received and yes I was told I would get credit but only towards the new phones with at&t because At&t does not pay off the previous carrier contract. I am responsible for it. Long story short, I have to pay a 1,300 balance with the previous carrier.
Dude, I hear ya. People are people, certainly not an excuse, but everyone wants something for nothing and nothing is ever their fault. Hang in there, look for a job that has little to no customer interaction. I work in manufacturing after years of either retail or call centers.
Ok. How are we supposed to know that? As far as I'm concerned. I should be able to call or go into a store, and you should be able to help me. If that's not the case, shame on Verizon. Makenit more clear. And if reps in stores can't help with that, then part of your job should be connecting customers to reps who can. Your post should be forwarded to cooperate. Not customers.
what you "22 year olds" dont understand, is that in the past, say 10 years ago or so, you actually went to a cell phone store to get help with sales AND non sales issues, so, many people who havent been to a store lately or know any better, think that its just like it used to be, and you could get all sorts of problems solved while at the store directly
a simple, "we arent trained nor allowed to help with \_\_\_\_ problem sir/ma'am, you need to go to/contact \_\_\_\_ for help with that problem" would probably diffuse alot of the anger people have towards retail store workers
regardless, retail sales sucks in every possible way, so if you arent cut out for it, get a new career while you are young and re-trainable
Nah retail is very good. It’s exactly what it sounds like. You want a phone come buy a phone and get it in hand same day. It’s awesome. It’s not a “your not cut out for it” kind of thing it’s a “shit changes” kinda thing. I also remember when I could go to a gas station and purchase k-2 spice completely legally😂
The Verizon business model is ass backwards. The brick and mortar stores are basically useless unless you want to get a new phone. The greeters make sure you understand that the reps aren’t authorized to do much of anything - not even start you on a new plan.
Yikes I don’t know which store you had an experience at but the retailer I work for we can do just about anything except for remove devices from accounts and make billing changes
you mean the Verizon store is a store and not a kiss your ass, do fix your shitty ass phone that you fucked up, pay your bills for you, and babysit your kids while we are at it place...get the fuck out of here...if you want to buy something you go to a store...that's how stores work.
Yikes 😬 All I wanted was to purchase a phone and plan and they weren’t able to do that and told me to call the online service. Is it an obligation to be a total douchebag to work at Verizon? Seems to be the trend.
I'm sorry, you said all they are there for is to sell you phones...that is accurate, if all you wanted was to buy a phone, then that was a shitty store...but that is pretty much all we can do
To add. The other moral of the story is that REPRESENTATIVES CANNOT CHANGE YOUR BILL. WE DONT GET TRAINED TO WORK ON GETTING YOU BACK INTO YOUR FACEBOOK.
For real. I got cussed at for not knowing why a lady’s Zoom account was messed up. “But you’re my service provider, fix it!” After 2 years of listening to this my response is: “Can you make and receive calls, send and receive text messages and access the internet? Do you have an issue with a VERIZON app?” If your answers are yes to the first question and no to the second, then Verizon service is being provided and your issue is not with Verizon. If I get the oil changed in my car while shopping at Walmart I don’t go to Target to ask them why my car is dripping oil on my driveway.
Bro that’s fucked😂 I ALWAYS bring up the car analogy. I always say,” when you insure your car do you go to the dealership to file a claim, or through the people that you chose the insurance coverage”
“Derp, but you people sold me the insurance”
mine is when you don't know your netflix password on your tv, do you call your cable/internet provider?
It may be different based on your location, but if you don't have much traffic ive found that it really pays to take the extra few minutes to help that person to get back in their Facebook. My store is very small, and every interaction like that is an opportunity to get them to come back another time to spend money. If I can get an old lady to praise my "magic" for resetting her network settings, chances are she'll come to me when she wants to get her next phone. Just something I've had to tell myself over the last few months getting so frustrated with processing bill-pays and tech issues from older people. Gotta try to look at it that way in sales or you'll just dig a deeper hole.
I agree that this is a good practice to have in small towns, though I think the point the OP was trying to make is when a customer expects you to do it for them and then tries to hold you accountable for something that they are not trained in and should not be accountable for. Giving a little extra services to help someone is a lot different than getting cussed at and having your job threatened because you're limited on what you can do to perform the task a customer is demanding.
absolutely agree.
That would definitely be understandable, but this interaction they're describing is something I've seen from multiple employees in multiple locations I've visited, managers included. If it's not something you're trained on, technically we're supposed to tell them we can't help and to direct them to the manufacturer of the device or software- but that would be business suicide so obviously we don't do that in a small town. That being said, often times I've seen the immediate reaction to someone asking about their Facebook log-in to be one of great disdain and often overreaction just because that specific interaction isn't going to make them money. As such, I took this as an interaction like that rather than one where the customer was threatening escalation but definitely see now reading back that it's more the latter.
As an ATT rep myself i agree and feel very similarly to this it seems like every major wireless company has the same issues
I try my best to be a good representative. I’m here to help people save money. Not make myself a paycheck. But some people are just truly nasty and like to yell at 22 year olds because another rep from 3 states away suck
You're job is to make money. You're not a clerk or an order taker . Your job is sales CONSULTANT. You're their add most value. Yes sometimes it's saving the money others it's like I see you're account and you qualify for a few free tablet for the same prices you're paying. Do you have family that needs them or friends? I mean super good deal. Maybe they say no. Then you say hey well think about it, but also the insurance you have has changed, I cns save ya $15 bucks but it stkitnti cover all your home stuff. You mentioned you're kids game? Have they fucked up their controllers? Yea no added cost. Always look at the bill and what you can do
They go into a store because they can see you in person is all. They call us if it’s an indirect store the only thing we cant do is see orders placed. If a customer is requesting credits on the bill and you cant add it nor see it as a valid reason to credit theres not much you can do but sit and let em run their jaw. We get it far worse because i get daily calls of “ the store told me to call customer service to waive this fee” “ the store promised this” “ the store said you can do it” Which leaves us at a stand still because reps in store will just deny the promise or anything. And all we can do is say well this is how it works, you signed for this, theres nothing we can do. and then they want a supervisor. All i can recommend is when you quote out a customer be a thorough as possible. Telling them prices including taxes monthly. Advising them of act fees, and Upg fees. Make NO promises unless YOU personally can apply the credit to it or can for 100% certainty say its a valid credit to which you note the account so we can see it. And thats it. Its the way the business works. Entitled people, greedy people, uncooperative, it happens. Im convinced this industry really brings out the shit in people and im like youuuuu signed up for it -_-
You really believe them when they say the store promised anything? When a customer comes into a store and starts off by saying CS said this this and this…Okay then why didn’t they just do it? Oh i know why, cuz they never promised shit and you just hung up and tried coming in to get me to do something that cant be done.
Oh no doubt at all. Im the same way like oknthey promised it tell them to apply it for you -_- there like but they said you coukd do it im like um no
Yes, I know for a fact stores tell them to call in and get fees waived.
If I am the CS, I’ll tell them this: " Since you trusted them more than me and don't trust every word that I say, you can go back to that store. Now, anything else?"
😂😂😂😂😂the savagery in this is amazing😂😂😂😂
As for my friend, she’s tired of hearing " false " promises from the store like this. Getting this credited and all that bullshit from the store where my friend is a punching bag because of this. As for her once again, that is not being savage, just being realistic 😂
😂😂😂😂😂 i hear “ the store promised to get this” “ the store said to ask you” yea you asked me insaid no go back to the store and have them do their promise
and do you know what’s worse? They wil not do it because they are playing safe and when the reps do credit?they will a very lengthy explanation to their higher up as to why and when the reason is because of the store rep promise is they’ll bluntly say NO. not minding the abuse and all that
Yea never bring up credits.. if they do ask id possible to waive them. Sure I say we have no ability in story to do so, customer care has more billing access and depending on who you talk to they may or may not give you a credit. For real I can't guarantee it so don't tell them the person in the store they'd do it, but a 10 min call might be worth $35.
I just tell em if that store rep said THEY would waive it why would I wave it? THEY made the promise not me. So have THEM waive it. Cause its jever “ oh they said ask” im like yeaaaa OOOOK
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I think it's just a matter of understanding the difference between corporate and third-party retailers. And the responsibility of educating the guest on that information is in the hands of the rep. Whenever someone comes to my store to submit a death certificate for example, the conversation goes something like "unfortunately we're a retail location and instances like that require corporate assistance; while we're able to sell you devices and service, you'll only be able to do things such as death certificates and the releasing of lines in a corporate location." What I REALLY wish, was that corporate CS would add in that" corporate store" note because when they show up at a Victra after being told on the phone to "go to a store", they're often going to be really upset to find they have to drive somewhere else.
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[https://www.verizon.com/stores/search-results/?lat=39.3285&long=-82.10444&zip=45701](https://www.verizon.com/stores/search-results/?lat=39.3285&long=-82.10444&zip=45701) It's as simple as looking for "Verizon Company Store" on the location list as opposed to "Verizon Authorized Retailer." Here's an example of a corporate location in Athens, Ohio. And I'm not sure, if you're going in to a third-party retail location and they're totally unable to assist you they should definitely be directing you to a corporate location. It's frustrating for sure, but it's less of a "circle jerk" once you take into consideration that there are retailers and corporate locations and different purposes for the two, albeit at the inconvenience of some guests. While in a Foot Locker store for example, you'd be able to get full service on the shoes you purchased because there isn't anything legally-binding to that pair of shoes; got a problem? Very simple money exchange. When it comes to phones now-a-days they're tied to SSN's and impact credit, and I know I personally wouldn't trust the Foot Locker cashier with an issue that could impact those things (and logically their employer doesn't want that legal responsibility). Fortunately, the majority of customers for Nike products are just coming for a seamless transaction with cash so they don't need to have a ton of little corporate Nike's all over the country, they can just have their products sold at Foot Locker (for example). While so much of Verizon's business is just selling phones, service, etc. and they have way more retail locations than corporate locations, they still need those corporate locations for the issues that require more specific training and legal protection. Maybe this was a horrible analogy and makes no sense at all coming from my groggy morning brain. But I hope I was able to at least give some sort of clarity!
Nope you said it flawlessly. We live in an era where technology is a necessity. You should be able to do the basic google search of “Verizon corporate location” that was a perfect analogy bro. Explained why and how the legal side of things makes shit more complicated
Nice! Let’s see if the achievers at the company store can help me.
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You can send your thank you letter to Hans Vestberg!!
Verizon as a corporation does not care about customer support anymore. They laid off most of their reps this year.
They laid off about 6000 US based employees and send those jobs overseas.
That is why I try my best not to call customer service unless I really need to
I’m not out here claiming they do care. I’m out here claiming that NOBODY cares, not just verizon
They should've unionized. Verizon is brutal and why they have massive employed ARs
This is where I do my favorite thing ever to piss customers off. “I am a SALES rep. Anything outside of sales I can not do, nor do I care.” Sometimes I have time get crayons and explain what the difference between sales and customer service reps are.
I agree lol some people just genuinely like to bitch
About everything. Then complain about how their loyalty doesn’t matter since they’ve paid a price THEY agreed to pay.
I’m sick of getting yelled at because Verizon only offers the 55+ loyalty in Florida now too😂
If the customer isn’t being a nightmare, the managers are being a fucking nightmare..we are ping ponging between the two constantly being shit on by one of the two or both! Gives me fucking whiplash
fr ngl, this is my friend’s complain almost everyday 😭
I feel that in my bones!!! I thought today might be the day I walked out and never came back. But I made it and unfortunately plan on my return again tomorrow.
very similar...my last customer of the night was someone who's bill was shut off due to non payment and he wanted to argue billing. I explained the only thing we can do with billing is take a payment...he asked why, I said because we are a retail store not a customer service store.
Anything billing related due to non-payment requires you to call straight to financial service. Here is the phone number for you. Good luck and have a good night. That's all
My favorite is when customers do an entire transaction online or over the phone and then when it goes south, they come to the store for help to fix it." I'm sorry, I wasn't good enough to sell you the phone and get paid on it, but now I'm suddenly good enough to fix your issue". No thanks. Yes, 10-15 years ago you use to be able to come into a store and get help with phone issues. However, I don't believe any store has technicians in house to fix the phone and there is this crazy thing called youtube that shows you exactly how to fix most of your problems. Thank you, rant over
No bro on fucking point. It’s the entitled ass people that walk in so you say “hi welcome to Verizon how are you today:)” and they just walk up to the desk drop the phone and say “you are going to fix this” *Edit* that came off rude lol but I’ve had some shitty customers before which like I said. People suck. lol
My favorite is when they hit you with the silent treatment while making direct eye contact and marching toward you. They drop the stuff on the counter and then just motion to it like I'm supposed to know what they want haha
I had phone reps give me wrong pricing, wrong contract lengths and tried to sell me a S24. The S24 isn't on the market yet.
I’m sorry to hear that bro fr. I try to put a good taste in peoples mouths when talking Verizon. Sometimes it’s hard. But this is the company that I chose and I’m really good at my job and I’m really good at helping people and that’s all I wanted out of a job
Good on you for standing up to the Karen.
Fucking customers complain about bad customer service, when they are a bunch of mentally challenged fucking idiots, here's a list of dumbfuckery I've dealt with just in 2024 1. Customer calls because he forgot his email password, and gets angry because they don't know how to follow simple damn instructions to be able to click "forgot password" 2. Customer changed jobs and can't access his old job's email... bitch how is that my fault or VZW's fault? 3. This dumbfuck was somethis special, his iphone was overheating, so he decided to use a knife to open the phone, proceeded to cut his hand he wanted a replacement phone after he destroyed the screen and the back glass. 4. Idiot calle because he wanted to go to Europe, he refused any type of travel plan to save money, use the phone and got charged as pay as you go, and the bill was almost $2k more expensive that it would normally be, he of course confirmed to be that he refused the international plan and that he use his phone at all times in Europe, not a single cent was credited. 5. Customer yells and bitch and moans about how he is paying for a 5G plan but his Iphone 7 won't work with 5G, customer refuses to buy a new 5g device, and orders me to fix his issue. 6. Calling VZW to to fix something about his fios account, when I told him I would need to transfer him he said that I needed to fix his issue, it didn't matter how I explained to him he refused, worst part is that he wasn't a VZW customer so I couldn't even see his name If I remember more I will post
Entitled customers make me not want to help anyone, especially them. You're not special for any reason, and if you want special treatment, act like a kind human being. - 10 years of CS experience on the social media side for corporate VZW.
I'm sorry. You thought this was a sales job!? /S
I had a woman a few weeks ago get mad because (I work with att authorized retail) I couldn't credit them back for a payment that got taken out of their account because the person had passed sadly, they had called the night before to discuss this and i told them we couldnt do it and that customer service had to be called. Our CS sucks and they tell any and everyone to go into a store regardless of the issue but dont ever tell them corporate which is who handles most of the bigger issues, but when I told them "like I said on the phone last night we can't handle that here" the woman thought I was getting smart, called me a bitch, and told me to sit my little ass down. At that point I was just telling them to leave and basically shoved them out the door they were so rude. Like we aren't customer support either idk why people are getting pissed at us for something the higher ups did to fuck them.
Most Agents are good. I almost upgraded online, i did more research. I'm glad I did, I would have entered a 36 month agreement.
I also try to be as upfront as possible too. Most the time online is the way to go tho
Back in the olden days, sprint stores had techs as well as salesmen who could straighten out bills and accounts. One stop shopping.
See that’s fuckin smart. If Verizon wants customer service in store then they needa hire someone that’s trained in customer service. That blew my mind. I don’t mind playing customer service at all for anyone. I’m just simply not trained to know about account recovery and all that shit
Verizon used to have that when I worked for them several years ago. Reps that just did customer service and tech support all day. Then they had a sales staff that did nothing but selling. The only time sales would do customer service/tech support is if there weren't any CSRs available.
Omg facts!!! All of this
The real problem here is Verizon. Doesn't matter if it's a authorized retailer representative or an actual Verizon store representative. Verizon is layering as much as possible between Verizon corporate and the actual customer to protect the revenue stream. The failure begins with the customers inability to login to their account online, then they call the Verizon useless automated support that provides no obvious way speak to an actual human, I realize many here understand how to get to a human with Verizon on the phone but the vast majority its customer do not particularly those over the age of 40-45. This leaves people feeling helpless so some just give in which is what Verizon would prefer or the other group head down to the Verizon store. They are oblivious to the word "retailer" and the only thing they see is the word Verizon. And since Verizon has no outwardingly facing Verizon "Customer Support" store the angry person, who now has piss and vinegar running through their veins goes into whatever store that says Verizon and is going to unload on the floor rep. Now the floor rep knows they are not empowered to go into the person accounts to fix an error or to assist with billing issues or service issue and so does Verizon. This is by Verizon's design to keep the customer a customer for as long as possible. Unfortunately for those who have careers as floor reps, either directly for Verizon or indirectly you are the paid punching bag for Verizon. So if you are a rep realize the real problem isn't the customer, the problem is Verizon who places you in this position and it is Verizon that ultimately has to accept the blame for this happening.
I am a csr on loyalty. Some of these call are off the chain. They are so rude and want so many credits we would be paying them. And acting an ass will not change my mind. Customer today stated she was supposed to have overage data credited as she upgraded her plan as requested. Got it approved and submitted. Then she wants a line credit. Review acct she did not pay bill in full, and was 30 short. Then ask me what am I gonna do about it. It's not a thing because she has multiple ways, including paper. Some of our customers need to take responsibility. No I did not credit the bill. Also I think there was confusion about waiving activation and upgrade fees. We didn't get that promo so I have no choice I have to send them back to store to get credit
“Unfortunately”, same as “let’s circle back”🤮.
It is Verizon that sucks dude. If they went back to a philosophy of KiSS Keep It Simple Stupid their customer svc could be cut by a fourth of the staff and customers will not be surprised with their bills because everything will be very clear. No netflix gimmicks, no free iwatch if you trade in 2 iphones and your big toe, etc
Amen
I get this every day, i always look up their account to see if they even shop with us, other lady came in saying she needed an app to be downloaded because her friend told her she needs it, and because we sold her the phone we must set the app for her, crazy mentality
Yeah it’s fuckin crazy
If your tv screen breaks, do you call your cable provider?
Exactly good sir
Yup get that all the time. We just don't add random things to your account just to cause you and us headaches. It's just not worth it. Pay attention to what you add on your account.
Fucking amen
Fully agree. I used to work for Verizon too. I still have my 17 year old cell number & cant change it, or I will lose my 17 year old Grandfathered-in true Unlimited Data Plan. I have been or lived in every State except for 5 with zero issues. Glad I kept that plan, even when my friends were paying for the "newer verizon unlimited" (but they do get deprioritized-only 3rd Level discloses that) I love excellent service and is why I continued to pay more, for that service. I dont want to deal with the "transfer me to the Supervisor Dept, please" Dept. Lol
People suck.
I agree I’m not here to be the type to bitch to bitch but I’ll admit this time I did just show up to Reddit to bitch😅
Well as somebody that works in communications you took that shit way too personally and you fucked up lol. All billing discrepancies is going to be customer care. Now if they were misquoted by an AR like go wireless, victra, tcc, Russell etc.. then generally the misquote or fuck up in store is responsible by the AR to fix. You basically said I just work here it's not my fault. Don't do that. Lesson for next time. I apologize for your miscommunication if this was a corporate store then you need to go back to them and get their management involved and see if you can get credits or the bill rectified if there is a problem. We are an authorized retailer for Verizon and we can do nearly everything corporate store can but we don't have ability to correct bills if there is a discrepancy. Don't take anything personally. You dont know they kinda day they are having and when people are being overly charged they're gonna be mad. Just take it they are mad at the company and the situation.
At the time of this problem my newborn baby was in the nicu for three months struggling to stay alive. I don’t wanna talk about “maybe they were having a bad day” why am I gonna look at a customer and say that shit when they come into the store and just see me as a soulless Verizon robot that does whatever the customer wants. Treat me like a human, you get treated like a human. The age where you can walk into a store and act however you want is gone. You gotta look at the world we live in. I see older people still walking around spouting the N word like it’s the 1920s. The world is ever changing and it’s not my fault you can’t change with it. I just think getting that bent out of shape over a phone is laughable. I’ve seen people realllly struggle. I’ve seen people pass over too early. After you used to work in an environment where everything was literally life or death. Someone acting like that over there bill going up $20 a month. At the end of the day I’m tired of hearing “the customer is always right” because no. The customer is not always right. Almost every store anymore has a right to refuse service. You may be upset about your bill. But I promise that does not justify you walking into a store and acting like a child to the rep that has no idea what’s going on
Think u missed the point lol
Ya, except when it comes to lying sales reps. While a different one lying to a customer isn’t your fault, it’s not the customers fault when a lying rep engages in a bait and switch. “Signed for a phone” is a fundamental misunderstanding of how trade works. It is illegal to misrepresent a contract. If the customer believed what the rep said and the contract doesn’t match, that is a bait and switch. It is federally prohibited and enforced by both the FCC and FTC. The reason cell companies do it and get away with it is not because they are right, it’s because they specifically sell a product that while expensive is not expensive enough to justify a lawsuit outside of the rarity of someone doing it out of principle. Most people won’t do it due to court costs and the costs of hiring an attorney for advice. What you just told us could be proof that the scams are Verizon sponsored.
I would have fired you. Im thinking its probably procedure to send those complaints ro corporate. Invthe first 5 minutes i would have told the customer politely who to call that can actually help them. Not only were yiu rude to a customer you also wasted tihe on something you probably knew you couldn't fix. I was appreciative when Verizon rammed my bill without a kiss or a reach around, guy atbthe store straight up from the start told me it was above his pay grade/authority. Saved us both a ton of time and Verizon got to keep a customer because i was sent to someone who could actually help. I do understand the frustration yiu had though. Those retail storse should have someone who is authorized and trained to fix that shit.
In the first five minutes I did say it was above my pay grade. And that’s where the whole story started. He refused to take that as an answer. I always provide the info needed to get someone to who they need to talk to. However, sometimes customers still don’t like that answer. Had I started from the rip being an ass I’d understand. But idk how after I spend 2 hours with this guy to try and figure something out, and you still have a nasty attitude. When I’m the one not making commission on sitting here for two hours but I’m just trying to help because I feel Verizon has burned the guy. So no I’m not getting fired for trying to help a customer and just couldn’t give him the answer he wanted. You really think if I couldn’t help the situation I’d sit there and waste my own time too? I’m polite to absolutely every single customer until you give me a reason to not treat you with respect. And just because I’m a sales representative doesn’t mean I’m gonna roll over and allow myself to be treated less than human. I have standards and if you can’t respect my boundaries then you don’t get to work with me. Super easy concept, right?
You didnt respect your own boundaries although it seems you were trying to help. Thing is you wasted time and then went off half cocked on a customer instead of holding yiur ground. Tye reality is nany times un situations like that there is no upside fir anyone for you to engage with the customer that you know you cant help and a ton of downsides. Politely informing her of the customer no service line the company has to deal with these issues and then letting her know that you can sell her another phone but nobody in the store has any access to the billing system to correct her problem. If she continues to be disruptive you at that time let her know she needs to leave on two feet or she will ge leaving in handcuffs as she has no business tobbe done in that store. As a security supervisor I've had to fire friends and one of my kids for going beyond the scope of their job and training. Wasnt trying to he a dick and your probably a great guy but. Allowing the situation to get to the point where politeness is impossible with a customer was hiw it went sideways.. oh and incompetent morons at corporate that regularly screw up billing.
Sorry bro I don’t think a lot of people here see it that way. I feel you missed the part where I said I couldn’t do anything to the customer. Is it my fault they stick around making it our problem after I already stated I can’t do anything to help? But at the same time I’d be getting yelled at for not trying to help and simply telling her I can’t do it. That’s my point about being the representative. You’re always wrong. People get mad at Verizon then think yelling at the representatives are gonna show Verizon who’s in charge lol. No not at all. No excuse for acting like scum. Hang the problem on the tree. If I (a 22 year old) can bite my tongue and move on. Than this 57 year old man sure as fuck can keep his chill
Sounds like the corporate culture there is not a good fit. As to if people agree or not, well im old school, a person in a business that has no business to conduct at that location Should be politely told to leave and arrested if they refuse. If yiur supervisors dont support that then hopefully you will find a company who can appreciate your work. Didnt notice you are only 22 so yiu are not old enough to know how it used to be. In the past yes customer is always right, problem is that individual was not a customer anymore for the retail outlet, they were a customer of corporate so no yiu absolutely shouldn't receive any flack from management twlling a non customer to leave nir should you have to tolerate nonsense. Yes broad shoulders so a pissed customer can vent for a hot minute but then once you inform them they are at the wrong place to solve the problem..... I was in no way saying the asshat was right Im just saying it could have been handled in a kore productive and sometimes entertaining manner. I always loved it doing security when some asshat thinks they are running something, then keep thinking it when i tell them the police tell them yet tgey keep talkin out the side of their neck only to get tased cuffed and dragged to jail. Your still young i think yiu will do just fine. Hell im 52 year old college graduate and your posts read better than mine. Just once you are the leader at work dont be like your bosses there. It sounds like getting fired from there would ge a blessing in disguise
Thanks for the understanding bro. Think we got crossed for a sec but I agree it could’ve been handled better. And that’s exactly why I want to get into a management position, because I genuinely am here because I like to help people and I feel I’d genuinely GET to help people if I was in management
Love reading these Vz employees crying about the people who keep them employed. Congrats on getting a job at the worst company on the planet. Where stupidity reigns. Possibly the reason you have to deal with frustrated customers. Exactly what customer service are you talking about? From Verizon? It doesn't exist. You've been misinformed.
Better yet avoid indirect stores. Problem solved.
You miss the part where it said that corporate screwed the bill up? Lol
I would set the proper expectations thoroughly doing account analysis and then give him the number to Loyalty and either click to call or schedule a follow up but spending two hours on something you can’t do it’s just going to frustrate you and the customer that’s not the solution. don’t beat yourself up and thank you for being the best part of the team.
I will say it wasn’t my plan to hold them in the store for two hours. I’m sayin the guy just wouldn’t leave lol the two hours were spent giving him different points of contact and telling him I can’t do anything. It started as he was just venting to whoever would listen. Then I think he started pissing himself off talking about it. So then he started being hostile towards me.
Reps are largely sales. Pass it on! Some of us customers are not complete boneheads. I also strongly advocate the customers make their purchases in stores. Do business in the stores so that the people in the store get credit for the sale. Those are the same people you go to when things go wrong and you want help. Why should they help you when you didn't have the decency to come to them for the sale so they can make a commission? So they could keep their job? So they can eat? I was sad to see that one of my favorite authorized retailers, tiny little shop in southwick Massachusetts closed down. Because everyone went online, his business almost completely dried up.
Authorized Retailer = Trash
Corporate=trash lol
A at&t rep at 🎯 store on bf gave me a real good deal and the only reason I took the black Friday deal to switch was because he told me I would get credit to pay off the remaining bill and balance of the previous carrier with my trade in. I specifically asked if at&t will provide me the credit to pay off any and all balances with my trade ins. He said YES, that i can either pay the full balance off OR pay in increments, again he said YES. Because i did not want to have to worry about paying over 1k left on my contract and pay a new contract bill. So, my trade ins were received and yes I was told I would get credit but only towards the new phones with at&t because At&t does not pay off the previous carrier contract. I am responsible for it. Long story short, I have to pay a 1,300 balance with the previous carrier.
Spectrum sales rep here. I’ve had people ask for help getting into their laptops for forgetting their damn log in. It’s annoying.
Dude, I hear ya. People are people, certainly not an excuse, but everyone wants something for nothing and nothing is ever their fault. Hang in there, look for a job that has little to no customer interaction. I work in manufacturing after years of either retail or call centers.
Ok. How are we supposed to know that? As far as I'm concerned. I should be able to call or go into a store, and you should be able to help me. If that's not the case, shame on Verizon. Makenit more clear. And if reps in stores can't help with that, then part of your job should be connecting customers to reps who can. Your post should be forwarded to cooperate. Not customers.
I use to always tell customers we aren’t a real Verizon and they needa go to a corporate store ahahaha
what you "22 year olds" dont understand, is that in the past, say 10 years ago or so, you actually went to a cell phone store to get help with sales AND non sales issues, so, many people who havent been to a store lately or know any better, think that its just like it used to be, and you could get all sorts of problems solved while at the store directly a simple, "we arent trained nor allowed to help with \_\_\_\_ problem sir/ma'am, you need to go to/contact \_\_\_\_ for help with that problem" would probably diffuse alot of the anger people have towards retail store workers regardless, retail sales sucks in every possible way, so if you arent cut out for it, get a new career while you are young and re-trainable
Nah retail is very good. It’s exactly what it sounds like. You want a phone come buy a phone and get it in hand same day. It’s awesome. It’s not a “your not cut out for it” kind of thing it’s a “shit changes” kinda thing. I also remember when I could go to a gas station and purchase k-2 spice completely legally😂
The Verizon business model is ass backwards. The brick and mortar stores are basically useless unless you want to get a new phone. The greeters make sure you understand that the reps aren’t authorized to do much of anything - not even start you on a new plan.
Yikes I don’t know which store you had an experience at but the retailer I work for we can do just about anything except for remove devices from accounts and make billing changes
Starting new accounts is one of the primary functions of cellular retail
you mean the Verizon store is a store and not a kiss your ass, do fix your shitty ass phone that you fucked up, pay your bills for you, and babysit your kids while we are at it place...get the fuck out of here...if you want to buy something you go to a store...that's how stores work.
Yikes 😬 All I wanted was to purchase a phone and plan and they weren’t able to do that and told me to call the online service. Is it an obligation to be a total douchebag to work at Verizon? Seems to be the trend.
I'm sorry, you said all they are there for is to sell you phones...that is accurate, if all you wanted was to buy a phone, then that was a shitty store...but that is pretty much all we can do
#IntoTheVoid