- when you call, ask for a supervisor directly and tell them that this is not fair that you have all these trackball issues and so many replacements. Tell them you still want a blackberry but you dont want a trackball and would like a storm 2 instead of another tour given the current issue.
If your a long time customer, I dont see how they wont do this. Threatening them may work but only in a reasonable way that makes them look bad. Do it huffing and puffing and I'm sure they wont budge. Make them feel guilty and I think you may get a positive response. The 3 replacement rule is a soft rule and in the end, it is always their discretion. So play it smart and you may just be able to get a Storm 2 out of the problem.
And remember, supervizor ONLY .... plus common sense!01-17-10 11:18 AMLike 0 - You can't switch to any phone verizons upgrades are based on brackets try suggesting a tour2 when its released. My friend just tried to switch from a storm1 to a curve but the said they can only switch him to a storm2 btw he had gone through just about as many storms as you went through tours
Posted from my CrackBerry at wapforums.crackberry.com01-17-10 02:10 PMLike 0 - I to had trackball issues, headphone jack, and OS issues with my "Tour" a co-worker upgraded from a Palm to a S2 and I played around with the S2 for a while. I really liked it. I went to VZW store since I knew my headphone jack was fubar'ed and asked if I could go to a S2. The rep asked the manager and she said yes. My S2 is 1 of 1 for me.
I also have 2 other lines which are not smartphones. I was thinking about upgrading one of those lines to a T2 when it comes out and switching phones out.01-17-10 02:22 PMLike 0 - i for got to mention also....yo have a 1 year warrenty right? if so you say your on your 4th. well yo have a right to talk to a supervisor and they may just up grade you to a different model. i was told that last night. i was on the phone with customer service for bout 1 hour. like i said they finally did what i wanted because they didnt want to lose me as a customer. plus i didnt want the s2 anymore.. dont get me wrong i love the s2 but i think they have major issues. im going with omnia 2...trying that out.
Posted from my CrackBerry at wapforums.crackberry.com
I don't know what the deal is but I guess some store managers are going to be ******** but they should definitely help you if your still within the 30 days. I have a feeling had I threatened to cancel service and wanted to return the device he would have told me he couldn't help me there either.Last edited by chrisy520; 01-19-10 at 09:31 AM. Reason: language
01-17-10 03:00 PMLike 0 - So i just got off the phone with Verizon customer service, just awful. I told them this would be my third tour in a row due to trackball problems and given the current issue I would like to switch to a Storm 2. First the guy tells me I can't do that and the only thing I can do is get the same (Tour) replacement and it would cost $90!!! I said absoluley not especially since this would be my third replacement in less than 6 months and I also have insurance. I asked to speak to a supervisor. The guy tells me I would need to speak with technical support first (why I don't know). After holding for almost 1\2 hour I was put back on with the same guy who told me they cant do anything for me unless a manager from a Verizon store notates in the system that my phone is actually broken. I can't keep going back and forth between Verizon store and customer service on the phone. This isn't fair!!01-17-10 03:08 PMLike 0
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I can guarantee you that if you're rude, obnoxious, demaning, or threaten to leave you will get nothing. I take escalated calls and every single customer tells me they're going to switch if I don't give them what they want. I tell them I can either process the disconnect now or they can port out.01-17-10 03:39 PMLike 0 - I find it hard to be sympathetic. I had 4 tours in 3 months. The last one they send..a refurb...is a keeper. I really wanted them to pay my mortgage and cable bill to compensate me for my inconvenience and time spent troubleshoot, but they said no.
The Tour and an old Ferrari have a lot in common, they are high maintenance. Ask for a replacement and get a phone that works to your satisfaction.01-17-10 03:52 PMLike 0 - Dude don't call in and be a ****. You'll get far better results if you're nice to whomever you talk to. The second you threaten to disconnect your service, the person you're talking to is going to stop wanting to help you. You'll just be hurting your chances of getting what you want even more than they already are. I doubt that you'll be able to get what you want anyway, but being an ****** will NOT help at all.
Last edited by chrisy520; 01-19-10 at 09:32 AM. Reason: language
01-17-10 04:25 PMLike 0 - So i just got off the phone with Verizon customer service, just awful. I told them this would be my third tour in a row due to trackball problems and given the current issue I would like to switch to a Storm 2. First the guy tells me I can't do that and the only thing I can do is get the same (Tour) replacement and it would cost $90!!! I said absoluley not especially since this would be my third replacement in less than 6 months and I also have insurance. I asked to speak to a supervisor. The guy tells me I would need to speak with technical support first (why I don't know). After holding for almost 1\2 hour I was put back on with the same guy who told me they cant do anything for me unless a manager from a Verizon store notates in the system that my phone is actually broken. I can't keep going back and forth between Verizon store and customer service on the phone. This isn't fair!!01-17-10 05:41 PMLike 0
- So i just got off the phone with Verizon customer service, just awful. I told them this would be my third tour in a row due to trackball problems and given the current issue I would like to switch to a Storm 2. First the guy tells me I can't do that and the only thing I can do is get the same (Tour) replacement and it would cost $90!!! I said absoluley not especially since this would be my third replacement in less than 6 months and I also have insurance. I asked to speak to a supervisor. The guy tells me I would need to speak with technical support first (why I don't know). After holding for almost 1\2 hour I was put back on with the same guy who told me they cant do anything for me unless a manager from a Verizon store notates in the system that my phone is actually broken. I can't keep going back and forth between Verizon store and customer service on the phone. This isn't fair!!01-17-10 06:19 PMLike 0
- Dude don't call in and be a ****. You'll get far better results if you're nice to whomever you talk to. The second you threaten to disconnect your service, the person you're talking to is going to stop wanting to help you. You'll just be hurting your chances of getting what you want even more than they already are. I doubt that you'll be able to get what you want anyway, but being an ****** will NOT help at all.
Posted from my CrackBerry at wapforums.crackberry.com01-17-10 06:40 PMLike 0 -
- LOL! What horrible advice. If you get rude with me and refuse to be respectful (keep cussing/yelling) I'll just release the call.01-17-10 07:05 PMLike 0
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- I just got off the phone with Verizon because AGAIN I have to get my Tour replaced because of trackball issues. This would be my 4th in 6 months! I told them what an inconvenience this is and that I can't keep replacing Tours, so I suggested the Storm 2. The shut me down =( and said the only thing they can do is send another replacement Tour since my last replacement was in November. Is there anything else I can say to convince them?
Just switched from trackball to trackpad...love the change.01-17-10 07:08 PMLike 0 - I just got off the phone with Verizon because AGAIN I have to get my Tour replaced because of trackball issues. This would be my 4th in 6 months! I told them what an inconvenience this is and that I can't keep replacing Tours, so I suggested the Storm 2. The shut me down =( and said the only thing they can do is send another replacement Tour since my last replacement was in November. Is there anything else I can say to convince them?01-17-10 07:09 PMLike 0
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- Customer service is there to take care of customers who have sincere, ethical needs. They are also there to protect the company from those who think they are holier than anyone else.01-17-10 07:36 PMLike 0
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