Pardon my rant, but here is my Verizon iPhone 5S activation story from hell.
I lined up at 2:30am for the phone. (Incredibly early I know). At 8:00 they started letting people in the store and a woman took me to a spot in the store to set up my purchase. I explained to her that I wanted to purchase an iPhone 5S using another lines upgrade even though I am eligible for an upgrade on my line. The whole purpose behind this being I wished to retain my unlimited data plan. She says okay and begins working on the iPad.
She then goes on and on about cases and chargers, insurance, etc and I politely decline. She then takes my old iPhone and starts going through my music app. When I ask what she is doing she said "I just like going through peoples music app to see what they listen to." I was honestly shocked and didn't know what to say. I have no idea why she had the right to go through my phone like that. I just calmly asked for her to leave the phone alone and she snickers and rather aggressively drops the phone on the table.
On the way out of the store, some employee grabs my arm as I am going out the door. Before I could even react, he lets go and says "whoops." I'm not sure if he thought I was stealing something or what, but even if I was, he never should have ********** touched me let alone grab my arm like he did.
When I get home, I go on verizon.com to make sure everything is set and shocker... my unlimited data plan has changed to a 2GB cap. And so.. I got back in the car and went to Verizon to fix it. I waited another 20 minutes as 3 managers tried to figure out a solution. Then the same lady who I dealt with before explains to me that she's "sorry" and that all she can do is resell me the 5S, activate the old phone for 24 hours and then switch MEID numbers. When I came back I didn't have the 5 with me so I couldn't do anything, but what a mess....
I think it's more than fair to ask for my activation fee to be waived. I also plan on filing a complaint with corporate.
From the nonstop upselling, going through my music, tossing the phone, and the unlimited data screw up, I believe I have more than a valid excuse to ask for compensation.
UPDATE:
I went back yesterday afternoon to get the data situated. I arrived at 3:15 and I told the employee standing at the door that I have an issue with my account from a 5S purchase this morning. He then tells me to get in the back of the line of everyone else trying to purchase a 5S. I refuse and waited next to the security guard by the door (who seemed more interested in resolving my issue than Verizon). After 2 minutes of standing outside I was let in the store. I saw the manager who knew I was coming back and he said "we'll get it taken care of and then calls the same sales person who handled my purchase this morning to fix my account! I said "no way, she's not helping me. Hey Ryan (not his name), you're the manager why don't you fix my issue?" To which he replied, "I would but she's already logged into the computer system." Bunch of ************ but whatever. Long story short, I waited over 30 minutes as the sales person who I worked with earlier sold phones and accessories to other customers.
The line that had the upgrade was deactivated overnight and was reactivated in the morning and the unlimited is back on my line.
In order for this all to work they had to refund my original purchase and charge a different card. Still waiting for the refund from the original purchase.
FINAL RESULT
I got a call from Sylvia Thomas who explained that she's send extra training materials to the store, yada yada. I requested that my activation fee be waived as well as any other compensation she felt was deserved for my experience.
She put $100 credit on the account as well as the activation fee waive.
I lined up at 2:30am for the phone. (Incredibly early I know). At 8:00 they started letting people in the store and a woman took me to a spot in the store to set up my purchase. I explained to her that I wanted to purchase an iPhone 5S using another lines upgrade even though I am eligible for an upgrade on my line. The whole purpose behind this being I wished to retain my unlimited data plan. She says okay and begins working on the iPad.
She then goes on and on about cases and chargers, insurance, etc and I politely decline. She then takes my old iPhone and starts going through my music app. When I ask what she is doing she said "I just like going through peoples music app to see what they listen to." I was honestly shocked and didn't know what to say. I have no idea why she had the right to go through my phone like that. I just calmly asked for her to leave the phone alone and she snickers and rather aggressively drops the phone on the table.
On the way out of the store, some employee grabs my arm as I am going out the door. Before I could even react, he lets go and says "whoops." I'm not sure if he thought I was stealing something or what, but even if I was, he never should have ********** touched me let alone grab my arm like he did.
When I get home, I go on verizon.com to make sure everything is set and shocker... my unlimited data plan has changed to a 2GB cap. And so.. I got back in the car and went to Verizon to fix it. I waited another 20 minutes as 3 managers tried to figure out a solution. Then the same lady who I dealt with before explains to me that she's "sorry" and that all she can do is resell me the 5S, activate the old phone for 24 hours and then switch MEID numbers. When I came back I didn't have the 5 with me so I couldn't do anything, but what a mess....
I think it's more than fair to ask for my activation fee to be waived. I also plan on filing a complaint with corporate.
From the nonstop upselling, going through my music, tossing the phone, and the unlimited data screw up, I believe I have more than a valid excuse to ask for compensation.
UPDATE:
I went back yesterday afternoon to get the data situated. I arrived at 3:15 and I told the employee standing at the door that I have an issue with my account from a 5S purchase this morning. He then tells me to get in the back of the line of everyone else trying to purchase a 5S. I refuse and waited next to the security guard by the door (who seemed more interested in resolving my issue than Verizon). After 2 minutes of standing outside I was let in the store. I saw the manager who knew I was coming back and he said "we'll get it taken care of and then calls the same sales person who handled my purchase this morning to fix my account! I said "no way, she's not helping me. Hey Ryan (not his name), you're the manager why don't you fix my issue?" To which he replied, "I would but she's already logged into the computer system." Bunch of ************ but whatever. Long story short, I waited over 30 minutes as the sales person who I worked with earlier sold phones and accessories to other customers.
The line that had the upgrade was deactivated overnight and was reactivated in the morning and the unlimited is back on my line.
In order for this all to work they had to refund my original purchase and charge a different card. Still waiting for the refund from the original purchase.
FINAL RESULT
I got a call from Sylvia Thomas who explained that she's send extra training materials to the store, yada yada. I requested that my activation fee be waived as well as any other compensation she felt was deserved for my experience.
She put $100 credit on the account as well as the activation fee waive.
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