A Mom and A Toddler Walk Into A Verizon Store

A Mom and A Toddler Walk Into A Verizon Store



Update: 3:30 Well, now I'm good and pissed.

If this sounds like the beginning of a bad joke, let me assure you it is. For 2+ weeks now, I have been without my beloved Samsung Galaxy--for the second time in less than 6 months. Typically, I'm not one to put a company on blast, but I'm going to share my Verizon horror story and let you be the judge...

Back in July, Mr. A decided he had had enough with my non-smart phone having self. Then he did something that I will be eternally grateful for (even though I was a bit angry at first--sorry babe). He got me my first smart phone. For the first three months, I was addicted. I had all my neat little blogging apps at my disposal and was no longer chained to my computer. I could blog on the go. Every bloggers dream. But then, just three months after getting my new phone, it suddenly stopped charging. At first, I thought it was something I did. But then, I was still treating my phone like a newborn baby. I practically swaddled it. I figured I had just gotten a defective phone. After a week of going back and forth with Verizon, I eventually got my new phone.

And all was right in the world again. But then three weeks ago, the trouble started again. My phone mysterious stopped charging again. Right in the middle of a snowstorm. Perfect timing right?

Last weekend I finally had the chance to go into Verzion to try to take care of my phone. While in town visiting my parents, I made the mistake of visiting the Verizon in Fayetteville NC (the one of Skibo rd). As soon as I walked in, I very politely asked to speak to the manager ( I used to work in customer service, so I don't believe in storming in irate and angry--nothing good comes of that). After waiting for 15 minutes, we had to leave because Little J wet herself. Luckily, my MIL had just called and invited me to drop Jasmine off while I tried to fix my phone. After dropping Jasmine off, I came back and once again attempted to speak to the manager. They told me that they had called my name and I explained that my daughter had wet herself. After waiting to speak to the manager for another 15+ minutes, eventually a sales associate (who was sweet, by the way) came over to help me.

After explaining that this was the second phone that I have had in less than six months that couldn't take a charge, she explained the situation. Apparently there was a major bug in one of the most recent updates. This bug is somehow interfering with the ability for the Galaxy to charge. I was told I had a few options, I could either order another Galaxy and have the same issue happen again, or I could purchase a new phone, which I would be required to make payments for.

Obviously I was not happy with either of those options. I find it a bit shady that Verizon clearly knew there was an issue with one of their phones and yet still continued to sell the Galxaxy S3, and now they are trying to charge me to fix their mistake. After explaining this to the sale associate she disappeared into the back with her manager. The sales associate returned and offered me another option. I would be able to trade my phone in (at no additional cost) for another phone, the Droid Ultra. After a quick google search, I discovered that this phone didn't have removable storage space, which for a blogger/shutterbug like myself, can be problematic. I asked if there was another phone that had external storage space like my current phone that I could trade it for. I was told this was the only phone they would allow me to swap for.

So after spending more than two hours trying to get my phone fixed, I left phoneless, without ever having spoken to the manager. And I have a real problem with that. I spent a good 5 years in management. I understand that the weekends can be hectic, and that there are always a ton of "behind the scene" operations that a manager needs to perform. But I sat there watching her while I was waiting. I can say with complete certainly that she very purposely ignored me. I suppose she thought I left because I was angry at having to wait and this was her way of "getting back" at me. Lesson one in dealing with me: I don't like games. I wonder how differently this would have played out has she known I was a blogger?

I decided to halt all attempts to visit Verizon stores until I could get back to Charlotte. And when I finally did, it was worth it. The Verizon that I visited on Pineville Matthews Rd was at the opposite end of the spectrum as far as customer service. The sales associate who helped me was fantastic. He gave me a list of options and spent nearly and hour trying to troubleshoot my phone. He really did go above and beyond, and I told his manager as much on my way out. When I left the store, we thought we had resolved the problem, but it turns out it wasn't.

So here I am three weeks later, paying for a phone that I can't use and being told that the only way to fix it is to pay for another phone. And did I mention that we're moving next week and I have a job that requires me to be easily accessible via phone/email?

As I said, I'll let you be the judge...

10 comments :

  1. Uh oh - that does NOT sound good.

    But at any rate I'm dead! You're an NC girl?! Me too, I went to HS on Pineville-Matthews Rd! I live in Raleigh now, but I never forget a road :)

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    1. Trust me, it's NOT good. Or acceptable. After going back and forth with them for another hour they essentially told me that the only thing that could be done was to either get another one of these crappy phones or pay an additional $20 monthly to upgrade. I got the replacement so that I can bide my time until we move, and then I'm going right back to AT&T. I refuse to pay to have them sit there and lie to my face. Only on my way out, I'm going to make sure all my readers know how shady Verizon is!

      On a happier note, we are relocating to Raleigh next week! Mr. A has been working there since Dec. but I had to finish up school and find us a place. I'm pretty excited. Raleigh seems like a fun city!

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  2. My husband had the same problem with that phone, and he ended up having to pay for a new phone. It was a big hassle to resolve. Sounds like they really need to work on the customer service stuff.

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  3. You are the third person to tell me this. The sad thing is, I LOVE the Galaxy S3, but I'm so tired of having to go through this! It's frustrating and a major inconvenience. I NEVER had this kind of issue with AT&T. Not once. The only time I had to replace my phone was when I dropped it in a tub. And even then it was simple.

    Sorry, but Verizon is unreliable and has TERRIBLE customer service. And don't even get me started on the whole "car dealership" analogy they used!

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  4. Oh my goodness, how frustrating!! I've never used Verizon--I'd heard not-good things about them before this! Bad customer service can be so frustrating!

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    1. Yep, I heard terrible things about them too, but I was so excited that Mr. A got me a shiny new toy that I was willing to overlook it. Months later I now see that was s mistake on my part...

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  5. UGH! The customer service is ridiculous! I would have been so frustrated.

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    1. I'm beyond frustrated, Mr. A has been a loyal customer of theirs for 14 years, and even he said he's planning of dropping them and going to AT&T. I truly didn't think my request was that difficult to carry out. All I wanted was a different model phone. And let's be honest, we all know those phones are not that expensive to begin with.

      So now, not only are they losing two customers, but now, when people google Verizon, they'll (hopefully) come across this post. All over a stupid phone--sheesh!

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  6. Love the Verizon store on Pineville Matthews Rd. They are so sweet there! I had an issue with my Galaxy S4 charging, but it wasn't the phone. I traded the cord for my Kindle Fire cord and haven't had any issues since with charging since Thanksgiving. Idk if you've tried buying a new charger, but it might solve your issue like it did mine.

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  7. Yes, they were so great there! Even though the phone is jacked up, I try not to blame the store associates for issues like that. Like I said, the guy at Pineville Matthews was so accommodating that on my way I went straight to the store manager, shook his hand, and recommended that he get a raise. I worked in management for 5+ years. Very rarely did people give compliments when someone did a good job, but you'd better believe they would shout it from the mountain tops if you messed up.

    As far as the cord, yes, I've tried several. All fitted exactly for the Samsung Galaxy because, of course, using a different cord can mess up your phone. With some it actually voids your warranty, so you want to be careful. Not only that, but in every Verizon store that I went to, they tried the store charger just to make sure I wasn't making it up, and of course, the phone just would not charge. We've also tried several batteries. As I said, this is a recurring issue. One that they are very well aware of and am just hoping I'll go away. I have no intention of going anywhere. Especially now that we're all moved into our cozy new place and I actually have free time to pursue the matter ;)

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