My So Called Life - The Good, The Bad, The Ugly

Embrace life -- both the sweet days and the bitter...embrace the joy and the sadness...the successes and the defeats -- for all of these things, both good and bad, have made you who you are.

Thursday, July 07, 2005

Customer Service Nightmare - Cell Phone Repair..Round One!

So most of my friends know that my cell phone is not working right now. For some reason the volume is not working so I cannot hear people when they call and they cannot hear me when I dial out. So needless to say I am phoneless. Now anyone who has a cell phone (which should be almost everyone these days) knows that not having a working cell phone can be crippling.

So I decide today to go to the local verizon store to have my phone looked at or just simply buy a new one. The phones they have there are rather expensive from what I saw online so I thought I would take a chance at the in store technician.

I arrive at the local store at 6:15 (the store is open until 9:00 pm) and the salesperson being so friendly b/c he wants my money greets me and says hello. I explain the situation and he directs me to the technician without even trying to sell me a new phone. I thought this was rather nice of him. Its definately cheaper to have the phone repaired than to buy a new one.

So I walk to the back of the store and I wait in a line of 3. The guy walks up and calls me up to the desk area and I explain my problem to him. He takes my phone and opens it up. He looks at it for a minute and walks further behind the counter to a computer. He then walks back and tells me the problem:

Technician: "There is a system upgrade that you need."

Me: "Ok...that is cool."

Technician: "I can see what the problem is and the upgrade should fix it. The only problem is that I am about to leave and no one else here knows how to do the upgrades so you will have to come back tomorrow."

My jaw drops. I cant believe that he did that. And even worse he hands me the phone and begins escorting me forward to the front of the store to the door!

Am I being escorted out of the store!


So...the saga continues....I look back at the employees standing at the counter and I roll my eyes and slam open the door and walk to my car. I am so frustrated I wait in my car. I wait for over 15 minutes and the technician does not even leave the store.

So I guess him leaving the store soon did not mean within the next 15 minutes.

I mean if you are about to leave the store, then why in the hell did you even ask me the question "HOW CAN I HELP YOU?" This is what I call halfway service....he halfway helped me.

He knew what my problem was. He knew how to fix it. He just didnt have the time. Apparently I as the customer had to work around his schedule. I dont think so. Letters will be going out my friends. Phone calls will be made.

And anyone who knows me.....knows that I am NOT one to ever complain. I NEVER want to raise a stink in a business but this I cannot let go.

I think this is the worst example of customer service I have ever experienced.

What do you guys think?


  • At 12:03 AM, Blogger Jim said…

    So the store is open either until 9 or whenever the hell they feel like closing? I'm confused!

    I don't know if its an option for you (existing contracts and such) but I switched to Cingular last year and they've been great!

  • At 12:23 AM, Blogger Matthew said…

    Im seriously considering switching - i need a better phone plan anyway...

  • At 12:39 AM, Blogger hbjock said…

    Hey sexy, sorry you had such a terrible experience.. some guys can just be total assholes sometime. Is there another store you can go to? Hmm maybe the upgrade just takes a few hours to do? Or maybe he's back-logged on shit to do... who knows.

    Anyway, I've kind of heard that Verizon had shitty customer service and crappy reception anyway. I have Cingular right now and haven't had any problems as of yet.. so I will probably stay with them when my contract expires.

  • At 9:55 AM, Blogger Kree Kra said…

    Cingular here. Love it.


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