just spoke to verizon about the tour

divacheri · Thread Author #1 07-07-2009, 03:50 PM

So I decided to call 1 800joinin and see what kind of run around or help I'd get. I talked to Sandy. I told her that I'd gotten a pre order the tour email but when I tried to order the tour ( do a search it comes up) but when I click buy now it says this option isn't available to me at this time.
She never asked my name, cell phone nothing. she said they haven't even been told yet when the tour will be released! I find THAT hard to swallow. whatEVER... anyways I told her the email says Sunday July 12th. She said "well I can put you on my call list and call you when the phone's available". I'm all and "when would that be?" Sunday?" she said whenever she was in the office after its released? I said so when would that be if the phone is released sunday? She says when I get to the list. I'm thinking You've got to be kidding me! that could be when? AUGUST 12TH!!! as if!

So I asked if its available online on the 12th does that mean I can order at midnight on the 12th? she said I can give you e services phone number and you can ask them. I politely took the number and hung up.

I was not rude or anything but, holey moley, I've been in customer service for major companies and I would never be this vague with a customer. I mean not even taking any account info at all!!! geez

had to vent.....

lahnipm · #2 07-07-2009, 04:04 PM

I called the other day, got one guy who had no idea what the Tour was. Called back again right after I hung up with him and the next woman I spoke too was very well educated on it. I explained I just got another CS who didn't know what the Tour was. She simply laughed and said she could only imagine how that conversation went down in flames.

In all fairness, you're likely going to get someone who doesn't know what they're doing in pretty much any job. Simply call back again and chances are you will get someone much more knowledgeable.

StoryTaylor · #3 07-07-2009, 04:14 PM

Quote:

Originally Posted by divacheri

So I decided to call 1 800joinin and see what kind of run around or help I'd get. I talked to Sandy. I told her that I'd gotten a pre order the tour email but when I tried to order the tour ( do a search it comes up) but when I click buy now it says this option isn't available to me at this time.
She never asked my name, cell phone nothing. she said they haven't even been told yet when the tour will be released! I find THAT hard to swallow. whatEVER... anyways I told her the email says Sunday July 12th. She said "well I can put you on my call list and call you when the phone's available". I'm all and "when would that be?" Sunday?" she said whenever she was in the office after its released? I said so when would that be if the phone is released sunday? She says when I get to the list. I'm thinking You've got to be kidding me! that could be when? AUGUST 12TH!!! as if!

So I asked if its available online on the 12th does that mean I can order at midnight on the 12th? she said I can give you e services phone number and you can ask them. I politely took the number and hung up.

I was not rude or anything but, holey moley, I've been in customer service for major companies and I would never be this vague with a customer. I mean not even taking any account info at all!!! geez

had to vent.....

For many years, "customer service" has become a department rather than an ideal or culture.

It is indicative of most retailers. 99.987% of the time I visit Best Buy, I get some associate who asks if I have any questions but is absolutely ill equipped to correctly answer them. They just read the price card like everyone else.

miro · #4 07-07-2009, 04:28 PM

I spoke to a cs rep about an error on my bill. After she helped to have it corrected, very efficiently, I might add she told me I was eligible to upgrade on 7/6 and that the BB Tour would be available on the 12th. I thanked her for her help and told her I would be upgrading the day it came out. Cs at vzw has always been great to me. I didn't ask about the tour she just came right out and mentioned it and the release date. I thought she did great.

Posted from my CrackBerry at wapforums.crackberry.com

Tdubby · #5 07-07-2009, 04:35 PM

Yeah just depends on who you call..

addicted2tech · #6 07-07-2009, 04:38 PM

Great, that didn't make me too confident that I'll receive a call from the Exec Relations lady I've been dealing with by the 12th, if they just get to their call list when they "get to it."

I'll call her on Friday just to make sure she gets to it on the 12th, if not sooner

to make sure she puts in my early upgrade for the Tour.

Also, good thing she noted on my account that I'm getting an early upgrade and want to upgrade to the Tour when it "rolls out" (as she put it).

plyallstar · #7 07-07-2009, 04:40 PM

i can understand your fustration, i called verizon yesterday about trying to get my NE2 pushed up a week so i can get the tour when it comes out....the lady i spoke to was telling me one thing and the next minute telling me something completely different.. I decided not to waste my time and ended the call..

Stang68 · #8 07-07-2009, 04:44 PM

Quote:

Originally Posted by addicted2tech

Great, that didn't make me too confident that I'll receive a call from the Exec Relations lady I've been dealing with by the 12th, if they just get to their call list when they "get to it."

I'll call her on Friday just to make sure she gets to it on the 12th, if not sooner

to make sure she puts in my early upgrade for the Tour.

Also, good thing she noted on my account that I'm getting an early upgrade and want to upgrade to the Tour when it "rolls out" (as she put it).

Why not just buy one in the store? Get there a little early and you'll be one of the first people to buy a Tour.

addicted2tech · #9 07-07-2009, 04:51 PM

Quote:

Originally Posted by Stang68

Why not just buy one in the store? Get there a little early and you'll be one of the first people to buy a Tour.

Because they're doing an upgrade 5 months early. So when I spoke with her a week ago she said that since I wanted a Tour she'd call me back "in about a week, when we roll out the Tour" to put the order through. She said she did note in my account that I wanted to be upgraded to a Tour.

Because she said she'd call me back I didn't think it was possible to go to the store since it's such an early upgrade, but now that I think about it... If she put a note on my account, I should be able to go to the store and upgrade without a problem. Right?

P.S. When I log onto MyVerizon and try doing an upgrade through there it still says that I'll have to pay retail since I'm not eligible until 11/15/09 (that page with the green bar).

BIGdean3x8x · #10 07-07-2009, 05:02 PM

yes with my small experience with dealing with CS by myself i find that it all depends on what notes are in your file account. so if you have problem continue to ask to talk to the highest in command around and then once you feel it is sufficient ask that person to put a headline not in you folder that you have dealt with them and it is like a red flag to get a person on their toes and not BS you

Tony Bag O Donuts · #11 07-07-2009, 05:06 PM

Quote:

Originally Posted by addicted2tech

Because they're doing an upgrade 5 months early. So when I spoke with her a week ago she said that since I wanted a Tour she'd call me back "in about a week, when we roll out the Tour" to put the order through. She said she did note in my account that I wanted to be upgraded to a Tour.

Because she said she'd call me back I didn't think it was possible to go to the store since it's such an early upgrade, but now that I think about it... If she put a note on my account, I should be able to go to the store and upgrade without a problem. Right?

P.S. When I log onto MyVerizon and try doing an upgrade through there it still says that I'll have to pay retail since I'm not eligible until 11/15/09 (that page with the green bar).

Yep stores can no longer give you the upgrade if the date is moved up by CS...order has to be done over the phone.....