Frustrating Experience W/ Verizon Wireless

[msteddom]

A few weeks ago I bought a new charger for my cell phone from the Verizon kiosk at the local mall. I get home only to find out that my father has suprised me by buying me the exact same charger. So now I have two. So I admit that I forgot about returning the one I bought, and it sat unopened in the bag for longer than it should have.

I went back to the mall yesterday to return the charger, and the customer service rep. takes one look at the reciept and says, "Sorry, it has been over 15 days, I can't take this back." Well he was correct, it had been 20 days, and the policy was stated clearly on my reciept. So feeling a little foolish, I asked if he could make an exception as the package was unopened and it was something they still sold. He refused, and directed me to go to another location about ten miles away where I might speak to a manager. I was frustrated, but he explained himself very calmly and nicely, so I went to the other location.

I repeated my situation to the first rep. who approached me, and was met with the same response, "Sorry there's nothing we can do." I asked to speak to a manager. The rep. disapears in to a back room for a few minutes, then comes back out and says,
"I will take it back IF the computer even lets me do it, and we're putting a note on your record, so IF YOU EVER try to return something past 15 days ever again you WILL NOT be allowed to." He then hastily completed the return and I left the store. Never mind the fact that the manager I had asked for never appeared.

I understand that return policies exist to protect the store from taking back used, damaged, or otherwise unsellable items. But I stongly believe that customer service dictates that this policy be enforced using some common sense. The item I was returning was unopened, I had a reciept, and it is a huge seller. I was treated like a second class citizen for asking for a one time exception to a policy. I feel I recieved very poor customer service at the second store. I am having serious thoughts about cancelling my cell phone contract and taking my busness elsewhere.


Melissa Steddom

 

[jsmith]

your willing to pay the outrageous penalties for breaking the two year contract you had to sign when you got your verizon service because you are unhappy with the fact that they allowed you to get a refund in violation of a policy that you admit you violated? While i I agree the individual did not handle it as well as he might have but that would seem rather like cutting off your nose to spit your face.

 

[msteddom]

Well, I am well beyond the initial terms of my contract, so I am free to take my buisness anywhere I please. And yes, I do know that I "violated their policy", but I still don't think my request was unreasonable. It's not like cell phone chargers become automatically defective after 15 days. My main issue is that when I asked to speak to a manager, one never came. That is just poor customer service no matter what my issue happened to be.



Melissa

 

[Disney Doll]

While I understand your frustration at the poor customer service, before you make a rash decision, make sure that another cell phone vendor in your area offers a similar quslity connection, similarly priced programs etc. In our area, Verizon is king. The other cell services don't come close to coverage, packages etc.

That being said, I think you should e-mail or write to the highest level person in your area...District Manager or whatever, and let him know of the poor customer service. While it is true that you returned the item over the days limit, the basic interaction could have been handled better.

 

[lil mermaid]

Although I agree that they were somewhat rude to you at the store, they did make an exception and you did get what you wanted. I don't know what you are so upset about.