Stupid Customer Action of the Day...

[elgee02]

Also had a guy come in the other day with a smashed up original G'zOne phone, walks right to the greeter who also happens to be the manager (we don't have a full time greeter, CSR's or managers often take turns) and loudly states "I just drove all the way from Wyoming and I don't have a lot of patience right now, I need to have someone replace this phone for FREE and right away!".

My manager politely and calmly tells him we have 3 people ahead of him waiting for technical support, so he will have to wait but it shouldn't be too long.

Well that wasn't good enough, the guy thought he was special and deserved to be helped RIGHT AWAY or he is canceling all his lines with us.

My manager knows that's a bluff and says "Sir that's fine, but you're still gonna have to wait in line for someone to help you with that" and the guy (who might I add was also carrying a convo on a BT headset) walks out stating to whoever he was talking to on his BT headset "The people in this town are f*ck*ng idiots! I am on my way to California where I know I can get some competent people there"

I LOLed, manager got a good chuckle too. When they are that irrational and batsh*t crazy no sense in taking them seriously, just laugh at em when they leave.

[JP Whoregan]

I can't believe any agent would even attempt to enact such a policy. How the hell is that store's manager not constantly getting his *** spanked by his account manager? Would you mind telling what the store name is? I know it's usually not kosher to do that on a public forum, but if a store is hosing its customers like that, I think it's only right that they are called out on it, so people know who NOT to do business with.

At my indirect store, I pretty much literally went to my nearest corporate store, bought a $10 Storm screen protector, read the policy on my reciept, then I copied the return policy word-for-word, and replaced the words "Verizon Wireless" and "Verizon Communications Store", with "Wireless Zone" and "Verizon Wireless Premium Retailer", and that's the return policy on my reciept. That way, even though people can't return COR merchandise at my store and vice versa, at least my return policy is completely uniform with VZW's, so customer expectations are set properly wherever they shop.

btw....will COR stores take phone returns after the box is cut apart for the rebate? That's the one thing I can't do.

[Kaiser Bob]

I can't believe any agent would even attempt to enact such a policy. How the hell is that store's manager not constantly getting his *** spanked by his account manager? Would you mind telling what the store name is? I know it's usually not kosher to do that on a public forum, but if a store is hosing its customers like that, I think it's only right that they are called out on it, so people know who NOT to do business with.

At my indirect store, I pretty much literally went to my nearest corporate store, bought a $10 Storm screen protector, read the policy on my reciept, then I copied the return policy word-for-word, and replaced the words "Verizon Wireless" and "Verizon Communications Store", with "Wireless Zone" and "Verizon Wireless Premium Retailer", and that's the return policy on my reciept. That way, even though people can't return COR merchandise at my store and vice versa, at least my return policy is completely uniform with VZW's, so customer expectations are set properly wherever they shop.

btw....will COR stores take phone returns after the box is cut apart for the rebate? That's the one thing I can't do.

They used to not do that, now they will and just refund minus the rebate amount.

[SCTelephoneMan]

The world would be a much better place in the cell phone business if all the indirects were like JP. There's some doozies out there.


But something I don't understand. What is the psychology behind the "you owe me" mentality?

It's like a template, where you can just fill in the blanks:

"You people should give me ___________ because I've been with you for ____ years and spend _____ a month (always inflated by at least $50.)"


Do carriers promote this mentality, in a roundabout way? People wouldn't think of trying this in other businesses. People would never say: "I've been buying milk here for 10 years, you should lower the price or give me a free gallon."

[JP Whoregan]

The world would be a much better place in the cell phone business if all the indirects were like JP. There's some doozies out there.

It's not like I'm trying to claim credit for anything, it's just that treating people right will keep them coming back to you, and keep them out of the store down the street. Ours is probably the MOST COMPETITIVE INDUSTRY in the world.

Alot of the people in the normal forum see some of my more blunt and more brash comments, and then think that I treat all of my customers like crap. Of course, that is not the case. I'm like the "Dr. House" of cellphones (I love that show lol). I tell my customers that they may not like the options I'm going to give them, but I will at least give them options, and make sure they get the best deal they can at any given time in their contract. I wear a Verizon polo shirt, Columbia cargo khakis and my New Balance sneakers to work (I have a bad back). Very laidback attitude in my store, no pretentiousness, and my customers actually appreciate the "no pressure" atmosphere in my store. But at the same time, I understand that my sign is 65% "Verizon Wireless", and 35% "Wireless Zone". I try very hard to make sure that a) my customers remain satisfied with Verizon Wireless and b) they know they've shopped at *my* Wireless Zone store, which my family owns and operates (this is why there is no pressure; nobody is on commission in my store, because the whole family already has a vested interest in the success of the store).

I think it's funny that alot of indirects will actually "hide" behind the Verizon name, and try to fake people into thinking they are at a "corporate" Verizon store. I do the opposite. I WANT PEOPLE TO KNOW that the level of service they are getting, with free "Blackberry 101" classes, home delivery of phones to people who can't get into the store during business hours, free phonebook/picture/video/ringtone swaps with EVERY purchase, free coffee and donuts in the morning, Capri Sun drinks for their kids while they wait, and the "we don't believe in sign-in sheets" attitude,....that these things are things that I do in "my Wireless Zone store."

If I ever pissed anyone off (without good reason, i.e. - they come in with some ridiculous demand), they can call a 1-800 number for my franchise, and if I've legitimately ripped them off or screwed them, the franchise will make it right for the customer, AT MY EXPENSE. In other words, if somebody called the 800 number and said I wouldn't accept their return within 30 days, corporate Wireless Zone would accept their return, send them out the new phone that they wanted, and then BILL MY STORE for the transaction. With this system, I've only had ONE CUSTOMER call to complain about my store (I've sold 1200 phones in the 8 months I've been open, if that gives an idea), and her issue was resolved immediately.

[bretterson109]

It's not like I'm trying to claim credit for anything, it's just that treating people right will keep them coming back to you, and keep them out of the store down the street. Ours is probably the MOST COMPETITIVE INDUSTRY in the world.

Alot of the people in the normal forum see some of my more blunt and more brash comments, and then think that I treat all of my customers like crap. Of course, that is not the case. I'm like the "Dr. House" of cellphones (I love that show lol). I tell my customers that they may not like the options I'm going to give them, but I will at least give them options, and make sure they get the best deal they can at any given time in their contract. I wear a Verizon polo shirt, Columbia cargo khakis and my New Balance sneakers to work (I have a bad back). Very laidback attitude in my store, no pretentiousness, and my customers actually appreciate the "no pressure" atmosphere in my store. But at the same time, I understand that my sign is 65% "Verizon Wireless", and 35% "Wireless Zone". I try very hard to make sure that a) my customers remain satisfied with Verizon Wireless and b) they know they've shopped at *my* Wireless Zone store, which my family owns and operates (this is why there is no pressure; nobody is on commission in my store, because the whole family already has a vested interest in the success of the store).

I think it's funny that alot of indirects will actually "hide" behind the Verizon name, and try to fake people into thinking they are at a "corporate" Verizon store. I do the opposite. I WANT PEOPLE TO KNOW that the level of service they are getting, with free "Blackberry 101" classes, home delivery of phones to people who can't get into the store during business hours, free phonebook/picture/video/ringtone swaps with EVERY purchase, free coffee and donuts in the morning, Capri Sun drinks for their kids while they wait, and the "we don't believe in sign-in sheets" attitude,....that these things are things that I do in "my Wireless Zone store."

If I ever pissed anyone off (without good reason, i.e. - they come in with some ridiculous demand), they can call a 1-800 number for my franchise, and if I've legitimately ripped them off or screwed them, the franchise will make it right for the customer, AT MY EXPENSE. In other words, if somebody called the 800 number and said I wouldn't accept their return within 30 days, corporate Wireless Zone would accept their return, send them out the new phone that they wanted, and then BILL MY STORE for the transaction. With this system, I've only had ONE CUSTOMER call to complain about my store (I've sold 1200 phones in the 8 months I've been open, if that gives an idea), and her issue was resolved immediately.

To echo earlier posters, my life would be MUCH easier if my local indirects were half as good as this. I spend too much time fixing accounts that they activate. They get the credit, but I do more work.

[lydanynom]

I can't believe any agent would even attempt to enact such a policy. How the hell is that store's manager not constantly getting his *** spanked by his account manager?

My Acct. Manager told me I could sell a phone with a "no returns except defective" policy, although this was an out-of-contract deal so maybe that is the difference. Local guy who is a frequent phone-switcher had a storm, sold the storm after deciding he didn't like it and bought a dare, then wanted to get back into a storm. I wanted to try to do something nice to for him, so I was going to sell him one at my cost, but I didn't want it to come back if he decided he didn't like it again. Called our VZW Acct. Mgr. about it and he only said "Yeah, just get it in writing."

Didn't happen anyway. After all that, I called the guy and told him what I could do for him and he said, "But... that's the regular full retail price at the corp store." *sigh*

[JP Whoregan]

My Acct. Manager told me I could sell a phone with a "no returns except defective" policy, although this was an out-of-contract deal so maybe that is the difference. Local guy who is a frequent phone-switcher had a storm, sold the storm after deciding he didn't like it and bought a dare, then wanted to get back into a storm. I wanted to try to do something nice to for him, so I was going to sell him one at my cost, but I didn't want it to come back if he decided he didn't like it again. Called our VZW Acct. Mgr. about it and he only said "Yeah, just get it in writing."

Didn't happen anyway. After all that, I called the guy and told him what I could do for him and he said, "But... that's the regular full retail price at the corp store." *sigh*

I take situations like this on a case by case basis. Every once in a while, you're going to get that habitual phone switcher who just can't make up his damn mind. As a general rule, I do allow only one exchange (except if defective) within the first 30 days. Since Verizon Wireless, and in turn my store, has enacted the $35 restocking fee on exchanges and "I-just-don't-like-it" returns, this problem has dropped dramatically, and the restocking fee has helped absorb some of my back-end cost of sending RMA's to my warehouses. Really, nobody's complained about the fee, since most people know it's the same way in the direct channel.

[_KC_]

btw....will COR stores take phone returns after the box is cut apart for the rebate? That's the one thing I can't do.

I do exchanges within 30 days if its defective even if the rebate has been cut, I just keep the box from the one I switch it out with and send the defective handset back in it.

[IggyIndirect]

But something I don't understand. What is the psychology behind the "you owe me" mentality?

It's like a template, where you can just fill in the blanks:

"You people should give me ___________ because I've been with you for ____ years and spend _____ a month (always inflated by at least $50.)"


Do carriers promote this mentality, in a roundabout way? People wouldn't think of trying this in other businesses. People would never say: "I've been buying milk here for 10 years, you should lower the price or give me a free gallon."

Verizon has created this with their constant barrage of advertising like "Buy 1 Get 1 FREE" "Red Hot Deal Days" "Buy 1 get 3 FREE" & how many FREE phones are on the Internet now? Got NE2? Well hey after rebate, you know how many more phones are FREE!! What, didn't get your phone FREE in a store, simply call telesales, they give almost everything away FREE. Work at a big company? Call your B2B rep and get it FREE. I see these people in here everyday with their new phones & I look at their invoice and guess what! It's ALL FREE!! Didn't Verizon just call you and say "You're ready to upgrade go to the store and get your FREE phone"? How about those mailers? Look what's FREE on those!

And as we all know, these phones don't cost that much anyway, so it's a phone, a camera, a music player, a TV, an internet browser, a GPS device, has bluetooth and can text but is only $49.99 so why can't you just give it away FREE!

[lydanynom]

I do allow only one exchange (except if defective) within the first 30 days. Since Verizon Wireless, and in turn my store, has enacted the $35 restocking fee on exchanges and "I-just-don't-like-it" returns, this problem has dropped dramatically, and the restocking fee has helped absorb some of my back-end cost of sending RMA's to my warehouses.

How do you RMA an "I just don't like it" return? I got a sway back like that the other day, swapping for a voyager of all things, 28 days after the purchase. Phone is pristine, but it has over 30 hours of time on it. As far as I understood the ati return policy I thought I was stuck with it...

[Steve.G]

Verizon has created this with their constant barrage of advertising like "Buy 1 Get 1 FREE" "Red Hot Deal Days" "Buy 1 get 3 FREE" & how many FREE phones are on the Internet now? Got NE2? Well hey after rebate, you know how many more phones are FREE!! What, didn't get your phone FREE in a store, simply call telesales, they give almost everything away FREE. Work at a big company? Call your B2B rep and get it FREE. I see these people in here everyday with their new phones & I look at their invoice and guess what! It's ALL FREE!! Didn't Verizon just call you and say "You're ready to upgrade go to the store and get your FREE phone"? How about those mailers? Look what's FREE on those!

And as we all know, these phones don't cost that much anyway, so it's a phone, a camera, a music player, a TV, an internet browser, a GPS device, has bluetooth and can text but is only $49.99 so why can't you just give it away FREE!

truth

[JP Whoregan]

How do you RMA an "I just don't like it" return? I got a sway back like that the other day, swapping for a voyager of all things, 28 days after the purchase. Phone is pristine, but it has over 30 hours of time on it. As far as I understood the ati return policy I thought I was stuck with it...

I return these as overstock RMA's; but I only take the phone back if it is in pristine condition like you've mentioned. I completely wipe the phone, and reset the timers to 00:00. Haven't had an issue yet.

[JP Whoregan]

Verizon has created this with their constant barrage of advertising like "Buy 1 Get 1 FREE" "Red Hot Deal Days" "Buy 1 get 3 FREE" & how many FREE phones are on the Internet now? Got NE2? Well hey after rebate, you know how many more phones are FREE!! What, didn't get your phone FREE in a store, simply call telesales, they give almost everything away FREE. Work at a big company? Call your B2B rep and get it FREE. I see these people in here everyday with their new phones & I look at their invoice and guess what! It's ALL FREE!! Didn't Verizon just call you and say "You're ready to upgrade go to the store and get your FREE phone"? How about those mailers? Look what's FREE on those!

And as we all know, these phones don't cost that much anyway, so it's a phone, a camera, a music player, a TV, an internet browser, a GPS device, has bluetooth and can text but is only $49.99 so why can't you just give it away FREE!

so so true!

not to mention, it makes people treat the device even more like crap, because "hey, didn't cost me anything!" Then, if they're smart enough to have insurance, they balk at the $50 deductible. "$50?!?!?!?! I got the first one for FREE!!! Why can't I just get anothe one for FREE?!?!?!

[lydanynom]

I return these as overstock RMA's; but I only take the phone back if it is in pristine condition like you've mentioned. I completely wipe the phone, and reset the timers to 00:00. Haven't had an issue yet.

How do you reset the lifetime timers?