I am sorry for your terrible experience. I am.
But Apple launch days are always subject to all kinds of problems, systems are overwhelmed, and people that sell them get treated very poorly. It's not the best of times for smooth transactions.
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Verizon 5S Activation Story from Hell
- Thread starter DowdyFick
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I am sorry for your terrible experience. I am.
But Apple launch days are always subject to all kinds of problems, systems are overwhelmed, and people that sell them get treated very poorly. It's not the best of times for smooth transactions.
Ok, I could probably live with the security guy grabbing my arm. It's probably been a long day, and I bet with such a large launch that the employees are really looking out for thieves. Definitely could've been handled better though.
But the lady going through your phone? My goodness. If someone did that to me "just because" they could, well, I would see to talking to corporate right away. Someone cannot just go through your phone because they think they can. Not cool. Especially then snickering about it and mistreating your device. Needless to say, I hope she gets a stern talking to. I probably would've chewed her out in the store for invasion of privacy. This is why I will always have a phone passcode
And the unlimited to 2gb?!? I know how that feels like, taking it voluntarily (pretty horrible). Taking it by force would really set me off.
Hope this gets resolved.
But the lady going through your phone? My goodness. If someone did that to me "just because" they could, well, I would see to talking to corporate right away. Someone cannot just go through your phone because they think they can. Not cool. Especially then snickering about it and mistreating your device. Needless to say, I hope she gets a stern talking to. I probably would've chewed her out in the store for invasion of privacy. This is why I will always have a phone passcode
And the unlimited to 2gb?!? I know how that feels like, taking it voluntarily (pretty horrible). Taking it by force would really set me off.
Hope this gets resolved.
Here's my advice as a former Verizon call center supervisor:
Go to this page and find the President over your region (one of the four people listed):
http://aboutus.verizonwireless.com/leadership/executive/
Address an email to that person, using this "firstname.lastname@verizonwireless.com" format without quotes.
Include the store location and address and the names of any people you spoke with. Be concise; focus on one or two issues that upset you the most. In this case, I'd suggest the woman going through your phone and then messing up your data plan. Request to have your data plan corrected immediately. Request to have your activation fee reversed. Include the name or title of someone you found helpful and thank them - this will show the executive you're not just a vindictive, unreasonable person. This may seem obvious, but don't demand to have anyone fired, don't request to be kept apprised of any punishment or consequences levied at the employee, etc. (You would not believe just how insane some people get.) Focus on the what, mention how disappointed you are at the poor service, and keep it at that.
This will be taken very seriously if you go that route. The executive will be upset, they will send the email on down the line to the person below them over that area. That person will then contact the regional manager of the store, and go from there. They may also involve someone they really trust to be able to fix your data issue immediately. That was common--we were always aware of the representatives who were wizards with the system who could fix something and we'd enlist them. Don't expect an executive or even a manager to know how to do that.
Taking a top-down approach will get you much, much farther than trying to start at the bottom (or near it) with a store manager. Emails sent directly to executives get taken very, very seriously. Emails or letters sent to corporate headquarters, stuffed in with your bill, or calls to the call center do not get the same attention, unfortunately.
This shouldn't have happened to you and they need to fix it. Good luck!
Go to this page and find the President over your region (one of the four people listed):
http://aboutus.verizonwireless.com/leadership/executive/
Address an email to that person, using this "firstname.lastname@verizonwireless.com" format without quotes.
Include the store location and address and the names of any people you spoke with. Be concise; focus on one or two issues that upset you the most. In this case, I'd suggest the woman going through your phone and then messing up your data plan. Request to have your data plan corrected immediately. Request to have your activation fee reversed. Include the name or title of someone you found helpful and thank them - this will show the executive you're not just a vindictive, unreasonable person. This may seem obvious, but don't demand to have anyone fired, don't request to be kept apprised of any punishment or consequences levied at the employee, etc. (You would not believe just how insane some people get.) Focus on the what, mention how disappointed you are at the poor service, and keep it at that.
This will be taken very seriously if you go that route. The executive will be upset, they will send the email on down the line to the person below them over that area. That person will then contact the regional manager of the store, and go from there. They may also involve someone they really trust to be able to fix your data issue immediately. That was common--we were always aware of the representatives who were wizards with the system who could fix something and we'd enlist them. Don't expect an executive or even a manager to know how to do that.
Taking a top-down approach will get you much, much farther than trying to start at the bottom (or near it) with a store manager. Emails sent directly to executives get taken very, very seriously. Emails or letters sent to corporate headquarters, stuffed in with your bill, or calls to the call center do not get the same attention, unfortunately.
This shouldn't have happened to you and they need to fix it. Good luck!
I got all fired up just from reading your story.
I hope you get a hella good compensation to make up for all this. And your unlimited data back.
I hope you get a hella good compensation to make up for all this. And your unlimited data back.
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 bull 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. As she was fixing the lines she scrolled through the pages and made the comment "do you use all of these apps."
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. Preparing my complaint email to corporate and a phone call will follow.
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 bull 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. As she was fixing the lines she scrolled through the pages and made the comment "do you use all of these apps."
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. Preparing my complaint email to corporate and a phone call will follow.
Last edited:
My apologies OP. I am sorry that happened. I'd be LIVID. This is why when I go into an AT&T store I am very firm with them, to the point. I watch them do all their work on my account on their iPads. If something looks fishy, I ask them about it.
The reps are so misinformed. I asked the girl at the AT&T store yesterday if I had the option of paying my device off early when using AT&T next. She said no. I then looked it up on att.com and you can. I showed her and she was like, oh I didn't know that. :0
These corporations are making top dollar and can at least give their employees proper training.
The reps are so misinformed. I asked the girl at the AT&T store yesterday if I had the option of paying my device off early when using AT&T next. She said no. I then looked it up on att.com and you can. I showed her and she was like, oh I didn't know that. :0
These corporations are making top dollar and can at least give their employees proper training.
Boy does this story hit home. I had my wife go to verizon the other day to get a lg g2. I told her to upgrade the phone on another line so I keep unlimited. I also get the $20 discount a month so data is only $10 a month. She came home and the same thing happened. They removed unlimited data. I got lucky. She called verizon 888 number and told the lady what happened. She said how I was upgrading on another line to keep unlimited.The lady no problem there's a option in her system to put it back on. Took 2 minutes to get it back.
Yea, I have had this discussion with a long time apple user ever since Apple became popular. He said that people who used to work at the apple store are die hard users, and they know the in and out of what they are selling. These days their knowledge and attitude are some what on par with those of best buy (probably worst considering there are far more products that you have to become familiar with at best buy).
But my personal story from hell at the apple store was down at the apple store at the Bethesda (at maryland), that was about 3 weeks after the iPhone 5 came out and this is not for waiting in line since I had already did the store pick up option, and due to some error with "activation", I was there at the store for 4:30 + hours (i honest want to say close to 6, I remember I got there shortly after 9 and didn't leave until the afternoon).
I asked to be compensated but they just said no we don't do that anymore.
Problem with Verizon is that the employee are all sales people that get paid on commission. They don't have the same hospitality training that employees at Apple would receive.
Wait... Are you telling me there are REAL call center supervisors? I thought they were the person in the next cubicle lol
That is horrible. That is why I NEVER EVER go into a store for anything. I always try to buy online then do it over the phone. Most of those employees two weeks before were flipping burgers at McDonalds.
"Unlimited" plan sucks. They throttle after 3gb and you have limited everything else. My "limited" plan gives me 6gb of unrestricted data, free hotspot, unlimited talk/text for less money.
I had no problems with ATT yesterday but after waiting in the line they let you in the store, one at a time, only to be directed to wait by a table full of accessories and cases. I told her that all of my iPhone 5 stuff would work on my 5S and the sales person told me she did not think so. I then pointed out to her that all the accessories she was selling were all marked for iPhone 5!
That's incorrect, Verizon does not throttle LTE. If they do, well I still get 30Mbps after 4GB of usage.
I hate the store as well....
I too avoid the store at all costs.
I ordered online at midnight (PST), but my upgrade was locked out of the system because I had updated my data plan earlier that evening with a future roll back date. I could not upgrade online, but Apple did hold a phone because of the overload on Verizon's system to verify upgrade eligibility.
I had to get up again at 6:00am and call into Verizon Customer Service to rectify the upgrade hold on my account. Friendly CSR on the phone and she was able to fix it, but felt my arm get incredibly twisted on changing my plan to EDGE.
Nonetheless, I echo the store experience; it is just too close of an experience of walking into a used car lot.
[Kudos, to the poster who was the former regional call center manager; I copy and pasted that post for future reference. Thanks!]
-Sheldon
I too avoid the store at all costs.
I ordered online at midnight (PST), but my upgrade was locked out of the system because I had updated my data plan earlier that evening with a future roll back date. I could not upgrade online, but Apple did hold a phone because of the overload on Verizon's system to verify upgrade eligibility.
I had to get up again at 6:00am and call into Verizon Customer Service to rectify the upgrade hold on my account. Friendly CSR on the phone and she was able to fix it, but felt my arm get incredibly twisted on changing my plan to EDGE.
Nonetheless, I echo the store experience; it is just too close of an experience of walking into a used car lot.
[Kudos, to the poster who was the former regional call center manager; I copy and pasted that post for future reference. Thanks!]
-Sheldon
Wow what a horrible experience! Glad to hear you got the unlimited data plan back. Someone going through your phone and then being grabbed on my way out would have definitely set me off.