Stupid Customer Action of the Day...

[FooledbyVZW]

I'm new to this forum. I read the forums all the time. Here is a story I wanted to share.

Last week a gentleman came into my store. I asked how I could help him and he said he was just looking around. He said he was eligible to upgrade and was looking at phones. I jump into asking the probing questions to determine how he uses the phone and what features were important to him and I sell him on the env2. Currently we sell it for 129.99 before rebate. I review his account and he has the NE2 for $50 and knows this. I tell him that based on his discount I could sell him the phone for 79.99 and it comes with a $50 MIR. We then start talking about broadband access. I take him to our laptop display and let him take it on a test run to see how he likes it. He seems interested. He asks to see the env2 in person (we don't have live phones) so I go to get one out of the back. When I come back, he has signed into his My Verizon account and shows me that he can get the env2 online for free that day with no rebate. I tell him that I'm sorry that I can't sell him the phone for free but that I could give him a discount on accessories that he purchases with the upgrade...he then clicks "add to cart" and purchases the phone in front of me! He then has the nerve to ask me to print out his confirmation which I explained I couldn't do. And to top it off asked for a discount on a new case for the phone that he just purchased online. Um...I'm sorry, you just basically slapped me in the face by buying that freaking phone online and you want a discount? No!

Two days later he came back into the store and wanted me to transfer his numbers and pictures to his new phone. Sure, I will happy to do that Mr. Customer that cost me money...for a nominal fee of $10! We normally don't charge for number transfers but I made an exception for this guy.

Frustrating as all get out!

I would have never given him the chance to even click the Add to Cart button and complete the transaction. I would unplug the power to the laptop and kick him out of my store.
or
Let him order it online and when he comes in for the phone book transfer, go to the back, do a master reset on his old phone then point to the sign where it says that you are not responsible for any lost data. Smile, and THEN kick him out of your store.
Option #2 is very unethical, but I would make an exception for an ******* like that.

[C DM]

I would have never given him the chance to even click the Add to Cart button and complete the transaction. I would unplug the power to the laptop and kick him out of my store.
or
Let him order it online and when he comes in for the phone book transfer, go to the back, do a master reset on his old phone then point to the sign where it says that you are not responsible for any lost data. Smile, and THEN kick him out of your store.
Option #2 is very unethical, but I would make an exception for an ******* like that.

Why not simply be smarter and set up a demo computer so that it doesn't access the ordering/store part of VZW's web site, or even all of VZW's web site (although that might be ab it too much)? If the sellers are willing to go into some unethical areas, then why not the customers? And in this case, as "not nice" as it was, it was perhaps borderline unethical at best--sure the sale wasn't made, and some time was, well, essentially wasted, but it's not like actual money that the seller already had was taken from the seller, even though that time could have been probably spent on something else, even another customer (not to mention the fact that this customer ended up coming back for a transfer of contacts which resulted in $10 sale for the store, and who knows, he might be back for other things down the line as well, or perhaps in passing mention the store to someone else who might drop by and buy something). However, again, all that being said, the frustration of the situation is certainly understandable.

[wabmorgan]

Might be helpful IF VZW simply had same price on line as in the store.

I went to a VZW store recently to upgrade and ask if they would match on-line pricing. Rep told me, "On line pricing is on-line."

I replied, "$50 is $50." left and ordered the phone on line when I got back home.

I can see where sales reps might feel their time is worth something.... and I'm not saying it isn't.... but in my case.... I didn't even talk to the rep about the phones and I also have backup assistant.... so basically all I was doing was waiting to get the phone instead of walking out of the store with it. Worse yet.... for VZW's part.... VZW paid for overnight shipping(which I'm sure they get a volume discount and don't pay much for) but if I had left the store with the phone in hand... the cost of shipping would have been $0.

Just seems VZW kicks itself by not matching on-line pricing.

Just my $.02.... but what do I know.... I'm only a customer.

[JP Whoregan]

Might be helpful IF VZW simply had same price on line as in the store.

I went to a VZW store recently to upgrade and ask if they would match on-line pricing. Rep told me, "On line pricing is on-line."

I replied, "$50 is $50." left and ordered the phone on line when I got back home.

I can see where sales reps might feel their time is worth something.... and I'm not saying it isn't.... but in my case.... I didn't even talk to the rep about the phones and I also have backup assistant.... so basically all I was doing was waiting to get the phone instead of walking out of the store with it. Worse yet.... for VZW's part.... VZW paid for overnight shipping(which I'm sure they get a volume discount and don't pay much for) but if I had left the store with the phone in hand... the cost of shipping would have been $0.

Just seems VZW kicks itself by not matching on-line pricing.

Just my $.02.... but what do I know.... I'm only a customer.

well, the part you're talking about is just fine in everyone's book. But the problem comes in when:

1) you don't like the phone after all and want a replacement
2) the phone is defective and you want a replacement
3) you need help using the phone
4) you want a free phone book/picture/video/ringtone transfer

Although corporate stores are (unfortunately) obliged to help you, when it comes to Premium/Authorized Retailer stores, you're going to be told to take a hike on #1 or #2, and if you want the services on #3, or #4, they are likely going to charge you.

Why?

The more people buy off the internet to get cheaper prices, the fewer brick and mortar stores will exist. So they will start to charge for services to recoup lost revenue.0

Ever heard the idea of "Main Street America is disappearing?"

YOU are contributing to that.

Online pricing is cheaper. In-Store pricing is more. Online service is NOTHING. In-Store servies is top-to-bottom, corporate OR indirect.

Low price, high quality, great service. Pick any two, but you DON'T get all three.

[wabmorgan]

Actually.....

I would have no problem with being charged to transfer a phonebook IF I didn't have back-up assistant or IF I didn't know how.

I wouldn't have a problem with being charged a re-stocking fee for exchanging or refunding a phone.

As for exchanging a defective phone.... if it's defective.... it's not my fault... but still I wouldn't have a problem being charge a fee... as long as I can still exchange it on line for another phone. (If VZW sends me a defective phone.... they should send me another and have the defective one picked up.)

As to me contributing to "Main street America disappearing".... in this case.... I am not.... VZW is causing me to choice to buy on-line in order to get a better price.

Remember.... I was there in the store... ready to go... VZW wasn't

Only difference in the end was that it actually cost VZW MORE since they PAID overnight delivery on the phone.

Btw... maybe I should have mentioned that this was at a VZW corporate store.... so not matching on-line pricing makes even less since.

[elgee02]

Trust me, as far as CORP stores are concerned every single rep in them wishes the stores and online had the exact same pricing.

[Steve.G]

This is supposed to be a light-hearted thread (if not a vent thread) for employees and agents to list stupid (hopefully humorous) actions of customers. Can we get back to that? The discussion about whether a customer would rather buy online vs. in the store would probably be better of left in another thread.

[dynasty82]

This is supposed to be a light-hearted thread (if not a vent thread) for employees and agents to list stupid (hopefully humorous) actions of customers. Can we get back to that? The discussion about whether a customer would rather buy online vs. in the store would probably be better of left in another thread.

What thread might that be? Not real sure where to post my rants, since the only rant thread is in the customer section.

[dynasty82]

Actually.....

I would have no problem with being charged to transfer a phonebook IF I didn't have back-up assistant or IF I didn't know how.

I wouldn't have a problem with being charged a re-stocking fee for exchanging or refunding a phone.

As for exchanging a defective phone.... if it's defective.... it's not my fault... but still I wouldn't have a problem being charge a fee... as long as I can still exchange it on line for another phone. (If VZW sends me a defective phone.... they should send me another and have the defective one picked up.)

As to me contributing to "Main street America disappearing".... in this case.... I am not.... VZW is causing me to choice to buy on-line in order to get a better price.

Remember.... I was there in the store... ready to go... VZW wasn't

Only difference in the end was that it actually cost VZW MORE since they PAID overnight delivery on the phone.

Btw... maybe I should have mentioned that this was at a VZW corporate store.... so not matching on-line pricing makes even less since.

Ill be honest with you, verizon wastes a lot of money on things they ship, but as much stuff as verizon ships in a day, they dont pay the price you may see for overnight shipping. verizon might pay 1.00 for overnight shipping on a phone. The fact that online pricing may be a difference of 20-30-50 dollars or more doesnt mean they should just give you that price in store. The marketing teams take that into consideration. they realize that having to wait 1 day is a horrible ordeal for customers and they may just jump off a bridge. Thats why they offer discounted prices and instant rebates, not to mention they dont have to pay for the expense of having a customer facing store open 7 days a week. They just maintain a warehouse with not advertisement or merchandising costs, which retail stores spend a crap load of money on. Look at the increase in price as a convenience fee. If you need your phone today then its going to cost you more cause the store has to pay rent, personnel, all merchandising, and all the other things that a customer doesnt see that cost money. I think people forget the background cost for keeping a business running on this level. You have legal things to deal with on a daily basis, rent, insurance, pay for the people, benefits for those people? The fact that it costs more to employ customer facing reps then it does warehouse staff is another big difference. Trust me if verizon was losing money by shipping you a phone over night then they wouldn't bother selling phones online or over the phone.

On average we get 600 pieces of merchandise a week, which includes accessories and phones, which im sure verizon pays a good amount to have shipped to the stores, but its still cheaper to send product to the customer and save on in store costs.

Plain and simple, if your offered to have something shipped, dont be a retard and act a fool like you have to have it today when you have a phone that works. Save some money and order the fricken phone. save 50.00 and wait all of 2 days. Seriously whats the big deal? If you are upgrading and have a phone that works, why is it so hard to wait 2 days to get your new phone. you have 1 to use til it gets there. I mean come on you used that one for atleast a year already, you cant wait 2 more days? Plus if stores were to try to keep up with online orders and what not the store would never have any inventory to sell to customers that come into the store to buy phones. Its give and take. I honestly cant see myself giving up 50 bucks because i want to be lame and be so impatient that i have to have a new phone that day.

[dtropnevad05]

You are correct in that he is a "smart" shopper. I'm all about deal shopping and finding the least expensive option for me. I simply resent the fact that he not only took 30 minutes of my time but that he ordered the phone in front of me...using my internet connection! I would rather of him told me he was going to think about it and come back and never come back!
But, he did get a good deal!
I hate online pricing!

Have you ever bought a new car? worked with a salesperson then went and bought the car somewhere else over $50.00? Happens everyday, day in, day out and if you are going to take it personally then you need to find another line of work. You said it yourself you are a deal shopper and I bet you have "wasted" other salespersons time yourself, right?

[SassyFrass]

@dtropnevad05...I've worked in retail and worked for commission for a very long time so I do understand how commission works. I was simply venting about the situation that I had...I didn't do it to be attacked personally by people like you. Have I given a salesperson an opportunity to get my business? Yes, I have. Have I haggled with a car salesman, went somewhere else to buy the car and then came back to the original salesperson to show them what I purchased somewhere else? No, I have not.
And to simply make a point...I am a bargain shopper but I will pay more for better service...thus, I don't shop at Walmart. It's cheaper but their service is horrible.
Hindsight is 20/20 and I'm sure there are a lot of things I could have done differently in that situation. I was simply sharing the story.

[JP Whoregan]

I hate to sound like a Debbie Downer, but....

back on topic guys

[Steve.G]

What thread might that be? Not real sure where to post my rants, since the only rant thread is in the customer section.

maybe you need to start it.. this is the stupid customer action of the day thread

[wabmorgan]

Ill be honest with you, verizon wastes a lot of money on things they ship, but as much stuff as verizon ships in a day, they dont pay the price you may see for overnight shipping. verizon might pay 1.00 for overnight shipping on a phone. The fact that online pricing may be a difference of 20-30-50 dollars or more doesnt mean they should just give you that price in store. The marketing teams take that into consideration. they realize that having to wait 1 day is a horrible ordeal for customers and they may just jump off a bridge. Thats why they offer discounted prices and instant rebates, not to mention they dont have to pay for the expense of having a customer facing store open 7 days a week. They just maintain a warehouse with not advertisement or merchandising costs, which retail stores spend a crap load of money on. Look at the increase in price as a convenience fee. If you need your phone today then its going to cost you more cause the store has to pay rent, personnel, all merchandising, and all the other things that a customer doesnt see that cost money. I think people forget the background cost for keeping a business running on this level. You have legal things to deal with on a daily basis, rent, insurance, pay for the people, benefits for those people? The fact that it costs more to employ customer facing reps then it does warehouse staff is another big difference. Trust me if verizon was losing money by shipping you a phone over night then they wouldn't bother selling phones online or over the phone.

On average we get 600 pieces of merchandise a week, which includes accessories and phones, which im sure verizon pays a good amount to have shipped to the stores, but its still cheaper to send product to the customer and save on in store costs.

Plain and simple, if your offered to have something shipped, dont be a retard and act a fool like you have to have it today when you have a phone that works. Save some money and order the fricken phone. save 50.00 and wait all of 2 days. Seriously whats the big deal? If you are upgrading and have a phone that works, why is it so hard to wait 2 days to get your new phone. you have 1 to use til it gets there. I mean come on you used that one for atleast a year already, you cant wait 2 more days? Plus if stores were to try to keep up with online orders and what not the store would never have any inventory to sell to customers that come into the store to buy phones. Its give and take. I honestly cant see myself giving up 50 bucks because i want to be lame and be so impatient that i have to have a new phone that day.

All large companies that do volume shipping get major shiping discounts... but it still cost VZW more to ship the phone than if I had left the store with it in my hand. Even $1 is more than $0.

I really don't care..... to me.... no BIG deal to wait for a phone to ship.... but as I told the rep.... $50 is $50.

[JP Whoregan]

5 posts and he's already strutting in like a Johnny Big-Britches..