Related
I posted this in another section (already within a thread.) I figured I'd post it here as well. Here's my local sprint corporate store and how horrible it is.
I just filed an official complaint with Sprint regarding my local corporate store.
I tried to get it exchanged (maybe 2 weeks ago) because of the backlight bleed issue and the crooked screen. They said they would have to charge me the 35 dollar restocking fee. I argued with the woman a little bit (the manager wouldn't even talk to me, but he had no problem selling me the phone the previous week.)
I walk in today because a random power down/reboot issue I was having, they immediately recognized me and the manager turned around and walked into the back of the store, all hidden from me. I talked to the same woman I talked to last time and she of course remembered me. I had to ask for the manager multiple times before she would get him. He gave me the same crap about well if they couldn't reproduce the problem (in the whole 2 minutes they looked at my phone) they would have to recharge the restocking fee. Never mind that:
a) I'm a business account and restocking fee's don't apply to me
b) They didn't even look at my account after I told them too, I have record on there that I called in tech support about this issue and they said to get it replaced at that same store with NO restocking fee due to a defect in the phone.
c) I'm in my 30 day exchange window where I can get a replacement for flaws or defects without a restocking fee.
So I called Sprint Business Care and they refunded me the restocking fee and they filed the complaint. A regional manger is going to contact me at a later date about this.
The manager was just a total ****, basically calling me a liar when he said "well I know you were in here the other day trying to get a replacement phone, and here you are again..." Meanwhile he has a huge baggy shirt (because he weighs over 300 lbs easily) and his pants are falling off his ass. I mean please...
So I'm never going back there needless to say and telling everybody to not go to that corporate store and I hope to hear back from the regional manager (maybe it's a district mananger?) I'd love to tell him/her exactly what happened.
Good for you. I was about to do the same thing to the sales guy at another store I went to the other day... I was within my 30 day, had valid issues and he said I could only exchange once (the exchange would have been number 3). Went to another store and was in and out in 10 minutes...
Seems like Sprint stores are very hit and miss in terms of whether it is staffed with douchebags, or not.
Tacoma corporate store are a bunch of douche bags also! 5 minutes away from me yet I have to go to Olympia (a good 30 minute freeway drive) to get treated decently. Hell, 2 weeks ago I go in to Tacoma store to purchase the HTC car dock, figured they can't screw this up. Yeah right, after standing their with it in my hand to cash out for 12 minutes, they all looked at me and they weren't busy, I just set it down on the unattended checkout stand and walked out. Cockbags, that's what they are in Tacoma! I went over to the Mall and they were glad to take my money.
-Apollo- said:
Tacoma corporate store are a bunch of douche bags also! 5 minutes away from me yet I have to go to Olympia (a good 30 minute freeway drive) to get treated decently. Hell, 2 weeks ago I go in to Tacoma store to purchase the HTC car dock, figured they can't screw this up. Yeah right, after standing their with it in my hand to cash out for 12 minutes, they all looked at me and they weren't busy, I just set it down on the unattended checkout stand and walked out. Cockbags, that's what they are in Tacoma! I went over to the Mall and they were glad to take my money.
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What assholes, I would have said "they hire blind people , or are you just day dreaming!!!??"
Sent from my PG86100 using XDA App
Hello,
The Sarasota Sprint Store on Tamiami Trail is also lacking Customer Service as well.
I got my 3D on June 22nd as part of the Premiere "First to Buy Program" and simply wanted to purchase an Otterbox Defender. The Store had them In Stock, but refused to sell it until the General Release June 24th date.
The other Sprint Store in Sarasota offered to sell me one, but were still waiting for their Cases for the 3D to arrive. I end up calling *2 and tried to see if they could coax the Store that had the Defended into selling it, but also got nowhere.
I ended up having to drive to Bradenton, FL which is one town North. With traffic, it takes about an hour round trip but had no issues selling me one on the 22nd.
I ran into more issues with the Store which is about 5 Minutes away when I decided to Exchange my 3D for another 3D due to multiple Reboots. At first, they said they had to find an issue before allowing an Exchange even though it was the 1st and hopefully only Exchange.
This time I called Retention and discussed just how ridiculous this Store was being. They put Notes on my Account to make sure there would be no issues with the Exchange. By coincidence, I ran into a nice Rep from the Brandenton Store who was Working that day at the Sarasota Store and even swapped out my Defender Case as well.
Retention offered me the option of placing a Complaint and said as I have been with them since 1999 with a perfect Payment History that it would be taken seriously, but decided not to as the guy that helped me could not have been nicer and did not want any chance of it blowing back on him. All the same, if you live in Sarasota, I would avoid the Tamiami Trail Sprint Store on the whole.
Cheers,
JJ
novanosis85 said:
What assholes, I would have said "they hire blind people , or are you just day dreaming!!!??"
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you should write for conan brah
Interestingly enough, here in Charlottesville its the opposite. Everytime I've had to deal with the employees they've been pretty helpful, and fare I say even cool.
When I returned my Nexsus S 4g I had to pay the restocking fee. I didn't want to (who would) but that's just the way it is (for me anyway).
The Rep and I even talked at length about androids, and other interests (all geeky) we shared. My wife got impatient, else I'm sure we could have discussed more.
I have no doubt the op is relaying a true story, and I hope the issue gets resolved. I also hope someone doesn't take this as a full on representation of what to expect when dealing with all sprint locations.
That sucks!
Had a similar experience when I had to trade mine for a defective touchscreen, store refused to even look at it since the issue wasn't occurring at that exact moment. Then order support was giving me crap too because the store wouldn't do anything about it. They finally shipped me a replacement but threatened to note my account that they would never do it again without a restocking fee if a store hadn't marked it as defective first. No idea if they actually did though.
i wont go tot the local store total douche bags !!
it sucks because the corp store is like 40 mins away
but i normally never have troubles .. besides before i go i call my contact at dan hess office and tell them to check my account and they normally take care of me quick and fast if not i speed dial 9 to Vanessa's personal phone and she rips ass
Encino,ca store is right up there.
bad customer service, ..return once deal or no deal and attitudes like the customer owes them 10yrs of back pay. a bunch of kids working there // 20-25 yrs of age who dont give a damn about customer service.
seems like every time i call customer care, they are always open and concerned about me (at least they are forced to lol) and are always helpful. I stay away from local stores as much as i can.
Also, local stores dont have Quality Checks like they do in Call Centers. The agents know that 6/10 calls are recorded and will be checked every month by the managers/supervisors. so, naturally, they need to be as courteous as possible.
You go in to exchange over a slightly crooked screen and backlight bleed and complain over the restocking fee?? Your issues are not something that hinders your use of the phone. They are just a nuisance and nothing more. Why do you deserve a free replacement over something you can just as easily look past? My phone has light leakage but I have no desires to replace it as my phone works flawlessly. It's an obvious widespread issue. Either get rid of the phone or deal with the minor flaws. Don't expect a free replacement over something the next phone will probably do as well. That's just wasting store inventory over something that has nothing to do with how well the phone operates.
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Quis89 said:
You go in to exchange over a slightly crooked screen and backlight bleed and complain over the restocking fee?? Your issues are not something that hinders your use of the phone. They are just a nuisance and nothing more. Why do you deserve a free replacement over something you can just as easily look past? My phone has light leakage but I have no desires to replace it as my phone works flawlessly. It's an obvious widespread issue. Either get rid of the phone or deal with the minor flaws. Don't expect a free replacement over something the next phone will probably do as well. That's just wasting store inventory over something that has nothing to do with how well the phone operates.
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I had light leakage on my Evo 4g. It didn't bother me.
But I wouldn't keep a phone that the screen was crooked. I saw the pictures of that. It would have driven me crazy! I would have taken it back, too. And to be treated like crap at the store is just wrong.
My local corporate store isn't great, but there are a couple of reps there that are good. I always to to the non-corporate store unless I have a big problem.
meatgel said:
I had light leakage on my Evo 4g. It didn't bother me.
But I wouldn't keep a phone that the screen was crooked. I saw the pictures of that. It would have driven me crazy! I would have taken it back, too. And to be treated like crap at the store is just wrong.
My local corporate store isn't great, but there are a couple of reps there that are good. I always to to the non-corporate store unless I have a big problem.
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I'm not saying the store wasn't wrong. I'm just saying that we as consumers have to accept that technology is flawed. And certain issues are only as big as we make them. We can't expect free replacements for minor issues that don't hinder device functionality. I haven't seen the crooked screen issue so I can't comment on that but the light leakage?? Come on!! How often do we use our phones in dark light conditions where this should be a huge problem.
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Quis89 said:
I'm not saying the store wasn't wrong. I'm just saying that we as consumers have to accept that technology is flawed. And certain issues are only as big as we make them. We can't expect free replacements for minor issues that don't hinder device functionality. I haven't seen the crooked screen issue so I can't comment on that but the light leakage?? Come on!! How often do we use our phones in dark light conditions where this should be a huge problem.
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Last time I checked, "The Customer is always right"...
If you want to accept sub par products, thats YOUR prerogative;
There is a reason they give a 30 day money back guarantee
Retail sucks, and, the people that work in it can be real dooshies, but, there is no excuse for hassling some one with a legitimate issue with a product they bought, especially one that cost 200 bucks...
wase4711 said:
Last time I checked, "The Customer is always right gets their way"...
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please check again. fixed.
my local store is great! when i had all the problems with my Moment they got me into a Evo, about 3 months after my contract had started. i was the first person to leave my local store with a evo on launch day.
now with this POS evo 3d... i have taken it back about 5-6 times and gotten 3 replacements. they offered me a 4th but i told them it wouldn't help. this phone looks flawless hardware wise and all my problems for the most part seem to be software. i told the tech if root wasn't available by my 30days that i'd return it and he said no problem and we won't charge you the restocking fee. my 30 days was up yesterday and since there seems to be a damn good chance of getting full root soon i decided to keep it.
sorry everyone else has such bad service at their stores, reading that makes me appreciate my local store even more.
Quis89 said:
You go in to exchange over a slightly crooked screen and backlight bleed and complain over the restocking fee?? Your issues are not something that hinders your use of the phone. They are just a nuisance and nothing more. Why do you deserve a free replacement over something you can just as easily look past? My phone has light leakage but I have no desires to replace it as my phone works flawlessly. It's an obvious widespread issue. Either get rid of the phone or deal with the minor flaws. Don't expect a free replacement over something the next phone will probably do as well. That's just wasting store inventory over something that has nothing to do with how well the phone operates.
Sent from my PG86100 using XDA Premium App
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Click to collapse
Hello,
I actually agree with this once you are out of the 30 Day Return Period. However, when in the 30 Day Window, I do not think it to be unreasonable to expect decent CS and no issues if you choose to Exchange or Return the Phone.
While some of us get an Upgrade every 12 Months, many have to wait almost 2 Years for an Upgrade. With this being the case, attempting to have the best possible Device only makes sense.
Cheers,
JJ
spencer88 said:
I posted this in another section (already within a thread.) I figured I'd post it here as well. Here's my local sprint corporate store and how horrible it is.
I just filed an official complaint with Sprint regarding my local corporate store.
I tried to get it exchanged (maybe 2 weeks ago) because of the backlight bleed issue and the crooked screen. They said they would have to charge me the 35 dollar restocking fee. I argued with the woman a little bit (the manager wouldn't even talk to me, but he had no problem selling me the phone the previous week.)
I walk in today because a random power down/reboot issue I was having, they immediately recognized me and the manager turned around and walked into the back of the store, all hidden from me. I talked to the same woman I talked to last time and she of course remembered me. I had to ask for the manager multiple times before she would get him. He gave me the same crap about well if they couldn't reproduce the problem (in the whole 2 minutes they looked at my phone) they would have to recharge the restocking fee. Never mind that:
a) I'm a business account and restocking fee's don't apply to me
b) They didn't even look at my account after I told them too, I have record on there that I called in tech support about this issue and they said to get it replaced at that same store with NO restocking fee due to a defect in the phone.
c) I'm in my 30 day exchange window where I can get a replacement for flaws or defects without a restocking fee.
So I called Sprint Business Care and they refunded me the restocking fee and they filed the complaint. A regional manger is going to contact me at a later date about this.
The manager was just a total ****, basically calling me a liar when he said "well I know you were in here the other day trying to get a replacement phone, and here you are again..." Meanwhile he has a huge baggy shirt (because he weighs over 300 lbs easily) and his pants are falling off his ass. I mean please...
So I'm never going back there needless to say and telling everybody to not go to that corporate store and I hope to hear back from the regional manager (maybe it's a district mananger?) I'd love to tell him/her exactly what happened.
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you spoiled americans are so entitled it makes me gag
(posting from soviet russia)
A.Priori said:
you spoiled americans are so entitled it makes me gag
(posting from soviet russia)
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So what would you do, since you are apparently better than me.
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I don't know who/what/when/where or how, the power button on Photon is missing? I have never dropped my device, I don't even toss it onto bed!!! I hope I dont get a new phone because it took me over a WEEK, 10 - 14 hours a day to get it like I wanted it!!!
..... cool dude
That sucks bro. Happened to mine too. It's just held on by adhesive tape.
How is this under accessories? How is it under anything really...
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beyondinferno said:
That sucks bro. Happened to mine too. It's just held on by adhesive tape.
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OK, it appears its held on by some glue as I can see the white on the button on the bottom.
@Codee, I put it here becuase if I could (and I cant) find another button, I'd buy it and put it on myself.
Now: I'm a pretty easy going person, i rarely get upset at anything, life is too short. I go to Garden State Plaza to Sprint store to speak to one of the Brightest Minds in America. Her nametag says "Manager" so I know I have the correct person and I'm going to get top notch service!!! I tell her its broken, the power button fell off! The first thing out of her mouth was "Have you had the phone for 30 days or less?" (I will not insult you guys, phone came out August 1st, therefore, this chick cannot count!) After this hiccup, she ask where I got it? (Again, I will not insult you. I treat my toys well and I have insurance, I dont care if I got it in Mississippi, it says "Sprint" on it, you see my insurance on my account, give me a working phone!!!!) After 10 minutes on the phone with "whoever", she tells me I need the box because they need the IMEI #. ITS A BOX, I DONT GIVE A RATS...............I'm going back with box and phone at lunch.
Imei is under the battery too isn't it?
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I will make this short and sweet, I got a new Photon. I'm pissed at the way I got it, but I got it. I could not figure out how to restore from my backup, so I started the pain staking task of putting it back like it was.
Now, I will bring some comedy to this thread!!
If you go to the Evo forum, the Fuze Forum.......any of them. Everyone can tell you I'm anal about my toys. If your here, you likely are too! My phone has special mouse pad to sit on everywhere.
I return to the same store with a guy I work with that used to do mobile support for our company. I talk to the same manager, she asked me the same 30-day question. I just turned around and looked at Will and srugged my shoulders. She then asked me to taked it to the technicians and signin. These 2 clowns come out and look at the phone, then then again ask me the 30-day question! The Photon is your flagship phone, its IMPOSSIBLE for me to have had it longer than 23 days!!! OK, we will replace it!
After 45 minutes, I get the same manager back. She tells me she needs to turn it on to make sure I did not root it. I have rooted/flashed likely 200+ times. Each one I'v done contain 4 things. Disclaimer that it will void your warranty, Instructions on how to Root/Flash, another Disclaimer that BEFORE you return to your carrier, and Instructions on how to un-root/Un-flash? One would think if I'm smart enough to root/flash, I would be smart enough to un-do it? Personally, I dont think she would know if i did or did not (Unless she noticed something like 'Sprint NASCAR" was missing?)
She then preceeds to tell me "This is clearly physical damage?" Again, I just turned and looked at co-worker. I asked her and the technican to find one single nick on that Photon! They tell me they cannot, but it was likely dropped. I say BS, show me.
I got tired of playing and had to get back from lunch. It dont matter, I have TEP and repair, you can't repair it, give me another one or similar phone per this $8.00 monthly TEP. She tells me physical damage is not covered. I say show me? After playing on her computer for 15 minutes, then a phone call, she gave me a new Photon.
Only at Sprint!!! Sad thing is, next year she will likely get promoted to CEO!!!!
dsims7_2000 said:
I will make this short and sweet, I got a new Photon. I'm pissed at the way I got it, but I got it. I could not figure out how to restore from my backup, so I started the pain staking task of putting it back like it was.
Now, I will bring some comedy to this thread!!
If you go to the Evo forum, the Fuze Forum.......any of them. Everyone can tell you I'm anal about my toys. If your here, you likely are too! My phone has special mouse pad to sit on everywhere.
I return to the same store with a guy I work with that used to do mobile support for our company. I talk to the same manager, she asked me the same 30-day question. I just turned around and looked at Will and srugged my shoulders. She then asked me to taked it to the technicians and signin. These 2 clowns come out and look at the phone, then then again ask me the 30-day question! The Photon is your flagship phone, its IMPOSSIBLE for me to have had it longer than 23 days!!! OK, we will replace it!
After 45 minutes, I get the same manager back. She tells me she needs to turn it on to make sure I did not root it. I have rooted/flashed likely 200+ times. Each one I'v done contain 4 things. Disclaimer that it will void your warranty, Instructions on how to Root/Flash, another Disclaimer that BEFORE you return to your carrier, and Instructions on how to un-root/Un-flash? One would think if I'm smart enough to root/flash, I would be smart enough to un-do it? Personally, I dont think she would know if i did or did not (Unless she noticed something like 'Sprint NASCAR" was missing?)
She then preceeds to tell me "This is clearly physical damage?" Again, I just turned and looked at co-worker. I asked her and the technican to find one single nick on that Photon! They tell me they cannot, but it was likely dropped. I say BS, show me.
I got tired of playing and had to get back from lunch. It dont matter, I have TEP and repair, you can't repair it, give me another one or similar phone per this $8.00 monthly TEP. She tells me physical damage is not covered. I say show me? After playing on her computer for 15 minutes, then a phone call, she gave me a new Photon.
Only at Sprint!!! Sad thing is, next year she will likely get promoted to CEO!!!!
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What was the address of the store? Did you get any part of her name at all?
EDIT: Got it, Garden State Plaza store. I'm going to escalate your experience to help improve future customer interactions. I'm not sure if this is a Sprint owned store or a 3rd party, but it shouldn't matter. You should be treated better than that.
Garden State Plaza
Merchant ID: 8015689253
Jessica Mendez
It's the one above the food court (there are 4 Sprint Stores in this Mall. They have the one I mention on Second floor above food court. In the food court they have a 3D/Photon Setup. They have a kiosh outside JC Penny's. And they have a store on the other side of Macy's!)
What I think is, Honestly, each of these stores are owned by different individuals. Each store likely get's a quoto # of Photon's to sell. The Store by Macy's told me I had to take it back where I got it, likely because it would cut into the number of phones THEY had to sell. Where I got it, more or less, just gave away $600.00!!! Just my opinion!
dsims7_2000 said:
What I think is, Honestly, each of these stores are owned by different individuals. Each store likely get's a quoto # of Photon's to sell. The Store by Macy's told me I had to take it back where I got it, likely because it would cut into the number of phones THEY had to sell. Where I got it, more or less, just gave away $600.00!!! Just my opinion!
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You're right. I'm pretty sure that's a 3rd party store, but they should still be more helpful and sound less clueless. Sprint is working hard to overcome a bad reputation for customer service and things like this don't help.
I'm glad you finally got resolution, but it should have been handled in one trip. The whole thing about the box was a joke. I'm betting she was hoping you would hit a different store when you came back
Online is not much better. Before reading, go to the middle of this and read my original complaint, then come back here and read Sprint's reply, then go to bottom and read my response!
Dear David Sims,
Thank you for contacting Sprint. I apologize for the inconvenience that
you have experienced.
As per your account, I can see that your phone is under 30 days return
policy. The Sprint 30-Day Risk-Free Guarantee allows you to return a
like-new phone to the point of purchase.
If you will opt for the different phone, your account will be charged
for the $35.00 for restocking fee.
Also, I can understand that your account is charged for the
International long distance calling. Let me explain that what is the
difference between International long distance and the International
roaming.
1- International long distance (ILD) is defined as making a call from
the United States to other countries in the world.
2- International roaming (IR) is defined as traveling to countries
outside of the United States, U.S. Virgin Islands, and Puerto Rico.
So, these charges are valid on your account. So, due to system
restriction, we are unable to apply the credit on your account.
We value your business and appreciate the opportunity to answer your
questions.
Sincerely,
Cheryl B.
Sprint
Get the best value for your money & exercise your freedom
to change plans anytime without penalties - we promise!
www.sprint.com/planpromise
Sprint.com is all about you! My Sprint puts what you want to know,
right at your fingertips -- take a tour and sign up today!
www.sprint.com/mysprint
Original Message Follows:
------------------------
========================================================================
Name: David Sims
Form: Ask A Question Learn OR Feedback and Suggestions - Learn
Topic: Equipment
Contact Number: 201-681-5429
========================================================================
Original Question:
Question: I have Motorola Photon 4G, somehow, the power on/off button
fell out. I took the phone to Garden State Plaza in New Jersey. At
first, she asked if I had the phone for 30 days or longer. As a manager,
I felt she should have known this as Sprint did not release the phone
until August 1st. She then asked where I got it, I told her that and she
told me I had to take it back there. 1. As the phone is almost new I
should be able to replace it at ANY Sprint store I choose. 2. I go back
to where I got it (Same Mall, different store), Im told I cannot replace
it without the box? 3. I have insurancce on the phone? I'm getting mixed
answers everyone. I spent $500+ 2 weeks ago, I would like a WORKING
phone!
========================================================================
****************************************************
Additional Data
****************************************************
SUB Topic : Insurance
Current Customer ?: Yes
Email Address: [email protected]
Address:
City:
State: PA
Zip: show details 4:30 PM (21 hours ago)
OK, I will attempt this ONE more time!! I was NOT returning the phone, I just wanted a WORKING phone. That's all I wanted. It was clear to the 2 technicans that looked at it, and it was clear manager the phone was missing this button. Additionally, this is SUPPOSED to be "Sprint's Flagship" phone. It was released August 1, 2011. The 30-day Risk-Free Guarantee should have never been a question as it's impossible for me to have owned this phone for more than 23 days. Next on this, I pay for insurance & equiptment repair to cover this, so it should not matter if I owned the device 2 days or 50 years. I was told by the Manager it was clearly physical damage. I asked her and her 2 technicans to show me ONE mark on that phone? After an hour, the phone was replaced.
Next, lets go back to my bill. CDMA Phones (Sprint and Verzion) do NOT work in Europe (well until this phone. All AT&T and T-Mobile work globally as they are GSM), If you looked at my account as you stated, you can see that 1. I do not have International dialing on my account nor did I enable it. Therefore it is impossible for me to make a International call. Secondly, in order for me to use THIS phone outside the US, I have to call Sprint to enable me in whatever country I am traveling to, therefore I could not have made those +44 (which is the UK by the way!) calls. I think we can both agree this HAD to be an incoming call (like all the rest of them!) In the last year this has not been on my bill!
Lastly, since I'm here, If you look at the attached invoice, my upgrade is $0.00. If I look at my current bill, it $19.08!!! Therefore, that charge should be removed from my bill!
Thank You for your understand.
Honestly that exchange is a little hard to follow. Did you mention the billing problem to the rep in the original submission?
I think that maybe she was trying to solve a problem when what she should have done was escalate the issue to an area manager. Did you get the billing issue fixed?
I actually noticed a Photon at the store with the power button not attached. Believe me, I will return mine in the event that falls off.
Thats like receiving a phone with a glued on screen and being help accountable if that glue wheres off and my screen is no longer attached.
To me it sounds like alot of people talking about policies and processes that they have NO OBVIOUS idea how they work.
Lets start:
First...the Evo 3D is Sprints "flagship" phone. Look up the definition if you need further assistance.
Second...ALL returns, regardless of 3rd party or Company owned require the original box when returned or a fee will be accessed. Its in your contract you sign. Try for starters to read it thoroughly before yelling and screaming at the ones of us that work for Sprint and can help you if you help yourself!
Can this be overridden? OF COURSE...but if your attitude sucks, chances are youre not going to get the "customer service" you think you are deserved.
Third...as for TEP, its Total Equipment Protection, not Insurance! BIG DIFFERENCE! This is to assist you in the cost reduction of a new device if something happens to yours. Again, reading the TEP agreement, physical damage is noted as obvious damage or missing components. YES I know, its a flaw in the design, BUT UNTIL Motorola releases a statement to Sprint verifing that this is a "known issue" with this device it will be looked at as physical damage! (Return a car to a dealer after 2 weeks with a missing door handle and see what happens...just sayin)
Fourth...its not as easy as walking in and saying "I want a new phone. Give it to me now". Again, this goes back to your TEP agreement and Sprints 30 day policy. If within 30 days, its exchange/replaced. Now, if you purchase at a Company owned store, you can return it at a Company owned store ANYWHERE. However, if you purchase it from a 3rd pary dealer, you must return it at one of their locations. This can be overridden thru customer care, but you will get NOWHERE in store. This is just the way this process works.
Fifth...understand that the person that you are dealing with in store has all the control, and its usually based off of the attitude the customer has. You yell and scream and act a fool, Im not doing **** for you. Flip side, youre calm and understanding of the processes Sprint has in place, Im gonna make SURE that you are taken care of. (Free accessory, bill credit, something...)
Hope this may lay to rest those that are only customers that think they are the CEO.
...And let the rage ensue..........
To be fair I have also walked into a sprint store and was mistreated by a person from the get go. I did nothing wrong or had any kind of bad attitude with them. I just knew the policies better then they did. Luckily a manager noticed the situation and took over helping me.
I do agree tho that some people do have horrible attitudes on both sides. Sad thing is it is those events that get blasted online. In your case I completely understand. The warranty question was ridiculous.
Also I have had beter experience at a corporate store than a 3rd party one and I always askif the store I am going to is corporate or not. I stay away from the 3rd party stores.
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Anyone hear of any good deals on the HTC Titan releasing on AT&T this Sunday? I know it'll be $200 straight from AT&T on a new/upgrade line. Anyone hear anything else from other retailers?
Or even, what is the unactivated price of the phone? Haven't seen AT&T speak a word about it being bought outright.
no **** if they can register online for a new windows phone for $0.01 and i am thinking that Titan would be the same.
Or will be and Bogo (Buy one get one) like other rumor before.
So sad that i am not american, or having SSN to register online.
Would love to trade in my UK Titan for AT&T Titan since i need U.S Agent on the phone, not UK.
Finally listed on the AT&T site: http://www.wireless.att.com/cell-ph...+TITAN+(TM)&q_sku=sku5400337#fbid=VqHNNV47IAn
$199.99 on a 2 year commitment
$549.99 without a commitment
Oh yeah. Are you gonna get it my friend? I need some review of At&t version just in case some **** change inside the phone compare to the UK vesion
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Strike_Eagle said:
Oh yeah. Are you gonna get it my friend? I need some review of At&t version just in case some **** change inside the phone compare to the UK vesion
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Course I'm gonna get it. I just want to find a place with the best price today. XD
Went to my local AT&T store today and they did not get any Titans in yet.
What a disappointment!
Same here. I've called every store in a 75 mile radius, and none of them have it in stock. My local store says they don't even have an estimate of when they will get any.
So frustrating for ATT to post that it will arrive on the 20th, but then they don't have ANY available to get your hands on.
I even went online to upgrade my line on the ATT site, but when I click that I want to upgrade, it gives me the iPhone ONLY! No options for any other phone. Hmmm Starting to sound like Bill upset ATT at some point...
I just called 611 and asked them where I could get it. She put me on hold and called all the same stores I did and got back on the line and let me know she was unable to find any either.
Also, my local ATT Rep that I deal with told me that ATT took his Company Owned WP7 from him and replaced it with an LTE Android phone. He said he asked to keep his WP7, but they will not allow him to because they are pushing their LTE network. He's pretty frustrated...
I'll cross-post this from my original WPCentral post.
I had to try two stores but the 2nd one actually had the Titan on display, in the place of the Focus. It was next to the Focus S, which was convenient.
Impressions:
Love it. I want one, definitely. Build quality is fantastic, feels great on the hand, not too large at all.
I compared the screen to the Focus S and I prefer the Titan. The white point is better and it doesn't turn blue when you view at an angle. The contrast is also very good, though obviously the blacks on AMOLED are nill, and LCD can't compete with that. But blacks are not the only screen characteristic, and combining them all, I prefer the Titan's. On full brightness, I think both were equivalent.
I prefer the Titan's button layout. Not going to do many accidental button presses when handling, unlike the Focus S.
The one thing I prefer about the Focus S is the oleophobic screen coating. I tend to have moist hands, and my finger glides with less effort on the Focus S, whereas on the Titan it's more like sliding down a regular piece of glass. I will get used to it, but I thought I'd mention it.
Oh, the Focus S was plugged in and it DEFINITELY has a typing lag. The Titan was not plugged in, and everything was fluid and snappy, including typing.
I had a conversation about the $0.01 sale and they caught onto some language on the AT&T site that says:
Exclusively at att.com - starting Friday, November 25 through Monday, November 28, customers can enjoy select Windows 7, BlackBerry and Android devices starting at only a penny.
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But below, under Saturday, it clearly says "All WP7 devices."
They sent an e-mail to a manager to see if they could do anything about that deal for me, as well as waive activation on the two lines. If not, I'll just wait until Saturday and order online without the hassles and arguing.
On a side note, they also said the employee discount does NOT apply to the $30 messaging unlimited service item, only to the base plan and data package. This is a bummer, if true. I'll try arguing with Premier over the phone after I get all set up, either this week or next Saturday.
Hell, I can't even find a store that 1. Knows what phone I'm talking about. And then 2, has the Titan in. I went to two separate stores and the first girl didn't know what phone I was talking about and said, I don't think we have a phone called that. You may be referring to the "Vivid"? Another associate walked by and she asked her. She said she saw the display in the back, but the phone hadn't come in. Try back tomorrow around noon. Second store, the lady at first didn't know about the Titan, then after I jogged her memory, she said oh yeah, we have the display out, but no phones. She proceeded to ask her manager about it and he said, they pushed their ship date back and it may be a few days. WTF!
I tried almost 10 different stores in the Kansas City Missouri/Kansas area and all of them either did not have any, didn't get it in yet, or sold what little they had. One store had a demo, another store said they sold 2 this morning but that was all they had.
Most of the stores told me that they were expecting them tomorrow. So I guess I'm making another trip out tomorrow...
So, what happened? The iPhone was EVERYWHERE! Ready to sell at midnight +1 second. Why is this phone so hard to get ahold of? Did HTC Fail on shipment? Did ATT Fail on ordering? What the heck? And WHY did ATT announce it's Nov 20th availability, when they knew they would not have it?
Hey, I'm a big boy, so I'll survive, but it is a bit silly...
It's frustrating that iPhone is treated like a princess, even though many people really don't prefer it. My thought is that Apple is kicking back a LOT of money to ATT to make it so.
If you have a Microsoft retail store in your area, most likely they are in stock.
oh yeah? so look like all americans can buy titan pretty cheap.
i might look for somebody here to trade in the UK version for US version if there aren't any downgrade in the hardware. Ha!
Maybe, because i just can't stand the British accent.
Hit me up when you have them, i want to hear the review from you guys.
AT&T Titan
Just picked up my Titan from the AT&T store yesterday after church. The guy said it was the last one. I asked how many did you get? He said only one. I'm like WHAT! What's up with that man?! So he says they don't get many of the new phones when they're first released. So I asked how about the new android phone. They got 6 of those in. So I said dude, why is AT&T hatin on WP7. LoL
Anyway, it was only $99 in the store yesterday. $199 if you purchased online. Don't know if the price is the same today or not but that was my experience.
So far so good. I logged in to my windows live account online, went to market place and reinstalled all of my app's that I previously had on my HTC Surround. The apps were practically installing as fast as I could go through my list and choose them. When I clicked on the last one to install and checked my phone out it was already done. I had my phone connected to my wifi at the time. The flash is super bright, and the battery life has been good. Had full battery still when I woke up this morning. Didn't leave it charging. Then I took the Navigon GPS software for a test run on the way to work this morning. Battery is holding pretty well after a 30 minute drive using GPS. Looks like it may have dropped maybe 10%. I'll report again this evening after a full days use.
I'm planning on ordering this online Friday for a penny.. I was going to wait for the 3rd gen phones but for a penny I cannot resist!!!
idle_mind said:
Just picked up my Titan from the AT&T store yesterday after church. The guy said it was the last one. I asked how many did you get? He said only one. I'm like WHAT! What's up with that man?! So he says they don't get many of the new phones when they're first released. So I asked how about the new android phone. They got 6 of those in. So I said dude, why is AT&T hatin on WP7. LoL
Anyway, it was only $99 in the store yesterday. $199 if you purchased online. Don't know if the price is the same today or not but that was my experience.
So far so good. I logged in to my windows live account online, went to market place and reinstalled all of my app's that I previously had on my HTC Surround. The apps were practically installing as fast as I could go through my list and choose them. When I clicked on the last one to install and checked my phone out it was already done. I had my phone connected to my wifi at the time. The flash is super bright, and the battery life has been good. Had full battery still when I woke up this morning. Didn't leave it charging. Then I took the Navigon GPS software for a test run on the way to work this morning. Battery is holding pretty well after a 30 minute drive using GPS. Looks like it may have dropped maybe 10%. I'll report again this evening after a full days use.
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$99 in store? What!? Is that special pricing or something or did it actually say that on the price tag in the store?
I totally didn't look at the price tag of the demo phone, I was too busy looking at the phone. I should double check today!
I also picked one up, but not for $99 ($199). I'd like to know if they messed that up too, or if you just got lucky.
My daughter invited us to dinner last night about 50 miles away from my house, so I made calls to stores close to her. The closest one was 25 miles past her house and they only had 1 left out of 4. The held it for me, and now I am the proud owner of a new Titan. So far, I really love it. I have not had a chance to play much, but I'm sure I'll be posting more as I get into it more.
I'm REALLY glad to hear about the battery being pretty good a couple posts up. My Focus was dying pretty quickly, so I hope this helps.
Congrats to all the other new owners!
PS: I did get a chance to try Tango Video Chat with my Wife's iPhone 4s, and I have to say, the video quality in & out is 200% better on the Titan than it was on my Focus.
i think i will go to Radioshack or AT&T store today and check if they have them because i see none last night at bestbuy.
Well, welcome aboard the Titan Owner Club guys, prjkthack just need to buy it,my friend. haha.
can you guys check if the AT&T version do the turn-by-turn navigation with bing map?
Strike_Eagle said:
i think i will go to Radioshack or AT&T store today and check if they have them because i see none last night at bestbuy.
Well, welcome aboard the Titan Owner Club guys, prjkthack just need to buy it,my friend. haha.
can you guys check if the AT&T version do the turn-by-turn navigation with bing map?
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I'm sure as long as its in the US with a US Live ID, that turn-by-turn will work with Bing. I don't think its a phone/hardware thing, more of a location of the phone/regional setting/Live ID thing.
Also, Radio Shack doesn't have any in-store. They do online. They generally don't carry a lot of Windows Phone devices (almost none to be exact).
Update: Gave in and just ordered it directly online from at&t. Which I guess I won't have to deal with store employees but at the same time, just means I gotta wait another day or two. Hopefully it ships out today.
Strike_Eagle said:
can you guys check if the AT&T version do the turn-by-turn navigation with bing map?
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It works just like it did on my Focus. Tap to hear the next item... ATT/California, US
I was very excited at the notion of getting my N3 today. I drive like a mad man to the Sprint store closest to my home. I was expecting to see SOME type of crowd...(2 p.m.).the store was absolutely empty! So I tell the rep that I want to buy the N3, she said they never got any, not even 1 for launch day? In fact, she said that during the morning conference call, there was no mention of the N3 at all, WTF? She didn't know model numbers or anything else about it, do people really hate the Samsung line that much? After driving to the 3rd Sprint store, I bought the only one that was shipped to their store. Overall, I'm kind of miffed that even the store reps aren't/weren't prepared, knowledgeable or even slightly enthusiastic about this launch, but I'm glad I got my phone!
i went straight to best buy and got mine this morning but they did say they had a limited quantity and no accessories.. so i went to the sprint store around the corner to get a case.
they were excited to see mine said they have never seen the phone and didnt get any in
Local Clearwater store had plenty. Despite all the hype of the Note 3, it's always a sleeper at the Sprint store. The same thing happened last year at the Note 2 launch, and that was even more of a bigger hype since it is the first time the Note series is available from Sprint.
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
atuarre said:
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
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The sprint store here didn't receive theirs and one radioshack only got white ones while the other didn't get theirs at all. I just decided to order mine straight from sprint to avoid everything and to keep myself from being tempted into a white one.
No sign, accessories, or display model at the one i was at. However i was the 4th one sold within the hour.
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I had an appointment at Best Buy for 10:00 a.m. this morning. There weren't many people when I arrived but by the time I was done (took almost an hour!) there was a line of about a dozen people and and lots of talk about the Note 3.
Overall I am much more impressed with the look of the phone and the soft texture of the back; much better than I thought it might be based on many comments in the forums.
Best Buy also had the Galaxy Gear but it was tethered and the security device made the watch look so thick and impossible to test fit. The whole presentation did nothing to help sell the device. Overall from what I could see it looked nice but not for $300. I think Samsung and/or Best Buy really missed an opportunity by not offering some kind of Note/Gear bundle. Even $50 discount might have made me consider getting both.
atuarre said:
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
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I was passing on an observation, not really meant to be a complaint. But it was if they had no idea that it was a launch date, no display units, no in-store posters, like they hadn't even heard of the phone. I just found it strange, maybe others here don't.
All the stores in Dallas/Ft.Worth got at least 10-20. I got there at 9am with 1 guy waiting and by the time i left after i kept telling the salesman i dont have to give them my phone that is not under contract..... I saw about 4 people leave the store with them.
boaz65 said:
I was passing on an observation, not really meant to be a complaint. But it was if they had no idea that it was a launch date, no display units, no in-store posters, like they hadn't even heard of the phone. I just found it strange, maybe others here don't.
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We are smartphone enthusiasts. Sprint employees or corporate generally do not care. If they do, they would be working with Sony to push their XPERIA line. With a little encouragement and dealing, Sony will add a CDMA version. Look at the mistake with the uniband Note 3 and the lack of waterproof phone.
Get a couple of enthusiasts from XDA to the Sprint corporate board room and the company will be profitable real fast. Sprint corporate is often clueless just like the people at HP, just like the idiots at LG and HTC that decides their phone do not need an SD card. They make $5 mistake that cost them lots of unsold phones and hundreds of millions. Samsung don't have to beat them when they keep making stupid decision like that. Of course, this is just IMHO.
If I was managing the Sprint corporate store, you bet I will be promoting the Note 3 or any flagship phone launch with posters, display, cases, hooking it up to the smart dock, etc.. Look at the home page at Sprint. They are pushing the Iphones. Nothing wrong with that but they should be pushing any new flagship phone launch. They do not have the passion like the John Legre dude at T Mobile.
boaz65 said:
I was passing on an observation, not really meant to be a complaint. But it was if they had no idea that it was a launch date, no display units, no in-store posters, like they hadn't even heard of the phone. I just found it strange, maybe others here don't.
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Thats because no one is trying to hear they only have one option for a plan. lol If you start advertising the Note 3 also people need to be informed that there plan is changing. People hate switching plans especially when the store reps even have a hard time explaining the new plans. Most people can care less about a new phone every yr. We are the minority. I personally thought you get $15 off the plan immediately. Then they tell me you have to wait 2 months. Just very confusing.
dallastx said:
Thats because no one is trying to hear they only have one option for a plan. lol If you start advertising the Note 3 also people need to be informed that there plan is changing. People hate switching plans especially when the store reps even have a hard time explaining the new plans. Most people can care less about a new phone every yr. We are the minority. I personally thought you get $15 off the plan immediately. Then they tell me you have to wait 2 months. Just very confusing.
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You have to wait 2 months for the 15$ off to kick in? They surely didn't tell me that.
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I pre ordered mine at the best buy in metro Detroit and had mine when I get off work at 2 pm. I got the black one
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I called sprint to get my upgrade today and the rep was asking me questions on how the galaxy gear worked. Lol.
He said they get a tiny ass powerpoint about the basics and that's it. When I worked for Apple (worst company), I would research online so that I knew everything. Better customer service, better results.
C'mon Sprint. Step your game up.
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Got mine and a Gear, I really like the Gear. It really compliments the Note.
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My Sprint store got the boxes from UPS as I arrived at 10am. They even had a Samsung Rep on hand doing Note 3 demos and Galaxy Gear. Cases were limited, all they had was the Body Glove case which is actually pretty nice. Overall this is a great phone and im so happy I exchanged my HTC One for this.
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atuarre said:
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
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My sentiments exactly. I dread going to my corporate sprint store. Yesterday, however, i was plesantly suprised that there was no traffic and i was served instantly upon walking into the store. TWICE. By 12 tho, it was filling up and i was glad i was finished.
It is very weird, regardless of what some will have you believe. I was first at one of my local stores to get one (was the only one in the store for the hour or so it took to futz with my account and activate the phone. Got there at store opening). They had not even taken them out of the shipping box yet. Had to go back to the store this morning and they said that I am still the only one to have gotten one. Inexplicable.
I realize the price bump to give preference to Apple (don't agree with it, but understand) but it's almost like Sprint didn't even want this phone to launch at all. Last to announce launch date. No marketing at all. With millions of Note and Note 2's sold, and several million Note 3's already sold world wide, I really can't figure out what's going on. I have seen companies do a lot of weird things, but whatever is going on with Sprint and the Note 3 is beyond me. Sprint's overall lineup of phones is horrendous anyway, getting a true flagship phone should be more of a big deal to them.
I have to say that I love this phone. Coming from a beat up Epic 4G Touch, this is like upgrading from a Pentium 4 to an i7. This is also the first time I have been able to use LTE and I love it.
There is a business aspect to this. Now trust me I don't want to give Sprint more credit than they deserve for being smart because at the retail level they are any thing but smart. However, the bigger push for Apple in all the stores may be a business decision and by design. If you recall, Sprint had to commit to hundreds of millions if dollars to Apple when they got the iPhone line.
Retail stinks anyhow for all manufacturers. I used to be a vp of salrs for a PC company and always felt like being held hostage to retail reps who can't add any value. I recall the days of ComputerLand when I got them to carry my new really cool laptop. There were two versions and we spent a lot of money and time training and motivating their retail team for the launch. I secret shopped the stores and when I asked the sales team what was the difference between model 1 and 2 he said $199 ....I was smart enough to calculate that myself ....the price was on the display.
Yesterday was another good example. I went to the Sprint store and there were no notes on display although they were in inventory. Then I drove to the Best Buy mobile store. Again nothing on display but a bunch in stock. Talked to store manager who said she was given a demo unit by Samsung a few days ago but didn't open it. She also had a Gear which she said she hasn't opened.
A Samsung experience in BestBuy stores is a good idea to help overcome the retail inefficiencies but ultimately we will pay the extra cost. No wonder internet commerce is a multi billion dollar channel
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inmnbob said:
There is a business aspect to this. Now trust me I don't want to give Sprint more credit than they deserve for being smart because at the retail level they are any thing but smart. However, the bigger push for Apple in all the stores may be a business decision and by design. If you recall, Sprint had to commit to hundreds of millions if dollars to Apple when they got the iPhone line.
Retail stinks anyhow for all manufacturers. I used to be a vp of salrs for a PC company and always felt like being held hostage to retail reps who can't add any value. I recall the days of ComputerLand when I got them to carry my new really cool laptop. There were two versions and we spent a lot of money and time training and motivating their retail team for the launch. I secret shopped the stores and when I asked the sales team what was the difference between model 1 and 2 he said $199 ....I was smart enough to calculate that myself ....the price was on the display.
Yesterday was another good example. I went to the Sprint store and there were no notes on display although they were in inventory. Then I drove to the Best Buy mobile store. Again nothing on display but a bunch in stock. Talked to store manager who said she was given a demo unit by Samsung a few days ago but didn't open it. She also had a Gear which she said she hasn't opened.
A Samsung experience in BestBuy stores is a good idea to help overcome the retail inefficiencies but ultimately we will pay the extra cost. No wonder internet commerce is a multi billion dollar channel
Sent from my SPH-L900 using XDA Premium HD app
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I almost teared up reading this........ Everything you have stated is correct...
Sprint isn't a very effective VAR for Samsung products and I think they are in so deep with the fruit that they are beginning to regret their metric quotas they are obligated to meet on a quarterly basis in order to be in compliance with the distribution contract they signed in order to get into the very lucrative (Icraze) business model/ecosystem.
I wish Samsung would open a retail brick and mortar but the cult-ish following isn't near the same level as Apple.
So for the near future, we will have to go through the regular channels and hopefully the Samsung experience @ BB can get a foothold and become a starting off point for something better and a more customer orientated experience for Samsung users.
I'm about send a six page letter to the Verizon VP of retail operations and customer service. I have never experienced more improper behavior by the hourly employees of any company. Before the V10 release I called to confirm that unlimited data customers could buy the phone on the device payment plan on Nov. 15th. I received numerous confirmations over the phone. When I entered the store they had no idea what I was talking about. Fine, put that on Verizon corporate for not properly informing all the stores of what was going on. After many calls a customer service supervisor indicated that I was correct but that Verizon had not updated its own software to make the change in time. I placed the order online that night as the stores had already closed. When I called the next day with another supervisor they again told me I was correct and would make arrangement to ensure that I was given the device payment plan without losing my unlimited data. I arranged to pick up the phone at an official Verizon store. The supervisor assured me that she would follow up after I picked up the phone to make sure everything was correct.
SHADY BEHAVIOR #1 - that same supervisor went into the notes after the call the next day and left an outright lie indicating that she informed the customer (me) that I would NOT be able to buy on the device payment plan until December. The order was canceled and NO ONE notified until AFTER I walked into the store to pick up the phone. My order was canceled without any notification via email or text, so I basically wasted my time going to the store and making all these calls with the supervisor.
SHADY BEHAVIOR #2 - When I called customer service from wihin the store, another supervisor, who said she knew the first supervisor personally, began telling me that I had no order. I emailed it to her and she began refuting the validity of it and when I asked her to give me the status of the order she admitted she had no way of knowing because she had no access to internet orders, which was not her department. Clearly she was just trying to cover for her supervisor friend. I immediately told her to stop wasting my time, now some 30 minutes after first calling, and connect me with a supervisor in the internet orders department ASAP, what she should have done from the beginning. Unbelievable... they see that you are clearly angered and yet they try to blame you the customer for their mistakes.
I returned the phone after I was told that device payment plan would start exactly one week later. On the day I was eligible for the DPP I purchased a new phone. After spending nearly 10 hours and speaking to over a dozen different Verizon employees I wasn't about to come away from the ordeal without the device payment play as I was assured I would.
SHADY BEHAVIOR #3 - In the store the new phone (#2) was handed to me without a screen protector and a receipt was not given to me.
SHADY BEHAVIOR #4 - when I went back into the store to ask for a receipt, and point out that the phone was not working, a employee passed himself off as being "THE" manager. I asked him if he was the store manager and he admitted he was not. He would not provide me with receipt because the store was now closed although many employees were still inside with some customers. He said my receipt information would be available online, which was false. Even the confirmation email sent did not make reference to the model of the phone that was purchased it only made reference to my old phone.
SHADY BEHAVIOR #5 - The next day I returned the phone and was finally given a receipt. This phone also stopped working properly after a few hours! I called a store near my work to confirm if they had a replacement phone in stock and they said they did. I walked over to the store and they said, after finding out it was for an exchange, that they did not have the phone in stock after all. Huh? I drove over to another Verizon store as no one was picking up the phone (??) and as soon as I walked in I asked if they had my phone in stock. They said sure we have it. I asked them to confirm but they would not tell me unless I gave them my phone number, presumably to see if I was there for an exchange or for a new line activation. I told the guy it was for an exchange and he went in the back stock room and, when he came out surprise, surprise they didn't have the phone in stock. I'm tenacious so I walked over to the third Verizon store of the night. On the way over I called and asked if they had the phone in stock, they confirmed that they did and that they had more than one in stock. When I walked in they tried to do the same thing, as soon as I asked if they had it in stock they wouldn't answer unless I gave them my phone number. But this time I had them on the hook because the guy told me over the phone that they the phone in stock and "PLENTY". The employee that took care of me tried to give me the run around too once they saw it was an exchange. She took my phone to the back room to show it to her manager and confirm the equipment problem. I asked her to tell him to come out as I did not want my phone leaving my sight for long. She said he could not come out..... shady. She comes out with a new phone and I ask her to turn it on before she switches over the service as I want to make sure the screen is 100% operational before I have to go through a third exchange. She says she can't take it out of the box without switching over the service. I asked her if they had more than one of the phone in stock in case there was a problem, and without making eye contact she responds with an incoherent "nu uhh" and head shake. I did not tell her that her own co-worker confirmed that they IN FACT did have more than one phone in stock nor did I ask why they were now singing a different tune. Seriously... this is how a publicly traded company runs its retail operations?
To summarize, I was LIED to repeatedly by Verizon employees. Supervisors lied in their notes to cover up their giving out incorrect information. Verizon retail stores make it deliberately hard for your to exchange a phone. I plan to send this letter to the consumer protection agency run by the federal government.
Somehow I find it hard to believe you where treated this badly by VZ. You had 3 brand new defective phones in a row??
I have dealt with 3 different VZ stores in my area & have had excellent/courteous service from all 3. Sure, we where all upset when VZ raised the price of the unlimited data service by $20 a month (I cancelled 3 lines because of that) but that was not their employees fault.
I owned a retail store for over 20 years & your whole attitude seems to me as being one of those customers that is never satisfied no matter how hard they try.
~John
^ Yes I can tell you were a retail owner. To make a blanket statement like "your whole attitude" is indicative of that.
You made not a single mention of the outright lies that were told by the Verizon employees but instead opted to put it on the customer or impugned the customer's integrity by voicing skepticism of faulty equipment without any solid basis for that skepticism. You don't know me, and you don't know the track record of an entirely new phone. Have you visited the LG forums to see those who have had to make multiple returns? Of course not. Yours is the typical management response of Fortune 500 companies that are loathed by the public.
Also, there were two returns for faulty equipment, each confirmed at the Verizon store before a new phone was given. The first return was simply my prerogative to take advantage of the device payment plan, as I was initially told by numerous Verizon employees prior to the initial sale. And secondly you fail to address the point that the stores apparently have unethical motivation to make an exchange of their inventory for another location's sale of hotly sought after phones deliberately more difficult.
And by the way, I worked for a five star hotel, deemed the best in the metropolitan area, all through college where we bent over backwards to ensure customer loyalty and to deliver value for premium services. I had to take written tests for AAA certification to verify that I knew all the latest information required of my job and had frequent training seminars to ensure that we were all worthy of the "best in class" title. Verizon like trumpet that they're the best, evidently they don't visit their own stores very often. You know how well your operation is doing when the customer has a problem, and not just for how well they handle mundane transactions. Can your staff rectify the problem as quickly as possible without further aggravation to customer? But ultimately we're not talking about just dropped balls and incompetence here, we're talking of employees repeatedly making deliberately false statements to customers. That's beyond acceptable.
Sucks to be PorscheOscar.
Is there any chance that the humanity of at least ONE employee would have come forth and done at least half-of-the-right-thing by you if you were presenting a good persona?
But I feel for you ... because of course ... ALL the employee's in the store wouldn't have the same negative attitude and manipulate a computer system because the person in front of them was completely rational, respectful and courteous. It has to be some corporate level decision that was sent through the regional representatives and programmed into the one store to single YOU out and destroy your integrity.
I've been disappointed by some of Verizon's products and also their staff before - but instead of finding a manager within the store that supported someone I couldn't get a positive interaction with, I just drove 5 to 10 miles in any direction and went to a different Verizon store.
Good luck trying to get good service from a Verizon Rep based on the computer notes now!
I've been with Verizon for 10+ years (also have unlimited data). I've been pretty happy with their service. I typically call 611 when I have issues rather than visiting a call. The stores #1 (and seemingly only) objective is to sell devices. They have no interest in handling returns/defects/etc. I've actually called 611 from within a store when a sales rep told me something wasn't covered.
The information they told you could have been true and false at the same time. Did they have several brand new V10's in inventory? Yes. Did they have refurbed V10's in inventory to issue as replacements? No. Most companies will not give you a brand new phone as a replacement. A manager can choose to give you one but that's few and far between. Though Verizon (in terms of the big 4 carriers) is your best bet at getting such replacement.
Next time try calling 611. They'll ship you a replacement and give you a return label for the defective one.
All in all, your experience is still better than you'd expect from AT&T. Wanna test that? Ask a Verizon rep to send you a text or e-mail (written confirmation) of something. They will. I've been fighting AT&T U-Verse since July for a bill that I don't owe. Every month they bill me, every month I call and explain, and every month some rep (or manager) has said not to worry and they've removed it from my account. EVERY SINGLE REP has told me they're not allowed to send any e-mails, texts, faxes, or mail...no written confirmation. I got my first collection letter last week. It's my word against theirs. Sorry POS company!
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joshw0000 said:
I've been with Verizon for 10+ years (also have unlimited data). I've been pretty happy with their service. I typically call 611 when I have issues rather than visiting a call. The stores #1 (and seemingly only) objective is to sell devices. They have no interest in handling returns/defects/etc. I've actually called 611 from within a store when a sales rep told me something wasn't covered.
The information they told you could have been true and false at the same time. Did they have several brand new V10's in inventory? Yes. Did they have refurbed V10's in inventory to issue as replacements? No. Most companies will not give you a brand new phone as a replacement. A manager can choose to give you one but that's few and far between. Though Verizon (in terms of the big 4 carriers) is your best bet at getting such replacement.
Next time try calling 611. They'll ship you a replacement and give you a return label for the defective one.
All in all, your experience is still better than you'd expect from AT&T. Wanna test that? Ask a Verizon rep to send you a text or e-mail (written confirmation) of something. They will. I've been fighting AT&T U-Verse since July for a bill that I don't owe. Every month they bill me, every month I call and explain, and every month some rep (or manager) has said not to worry and they've removed it from my account. EVERY SINGLE REP has told me they're not allowed to send any e-mails, texts, faxes, or mail...no written confirmation. I got my first collection letter last week. It's my word against theirs. Sorry POS company!
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1. I'm glad you pointed out the issue about exchanges vs. Refunds. Note to all: if you are still in your two week return window and have an issue DO NOT EXCHANGE. RETURN FOR REDUND ONLY. They will not tell you if you are receiving a refurbished phone. Demand a new phone. I can't believe I made this mistake because I had exactly this same experience 6 years ago with Droid X. They kept giving me refurbished phones one after the other until I was in my 9th return. Verizon have very poor if nonexistent quality control testing of refurbished phones. I'm going to have to give hard thought to returning this phone if they confirm that it's a refurb, even if I have to eat the $35 restocking fee. Given how the manager of the store couldn't be bothered to leave the back room I have no issue with giving him a return.
2. Yes AT&T is bad, Sprint is Worse and Tmobil I once caught red handed doing something shady on international calls which I reported to the State Attorneys and FCC. But Verizon leads them all for expensive service. The expectation of competent and non-shady service goes up. This all unfortunate because I reward straight shooters with long term loyalty. I would expect this from a fly by night Cell phone company but not an established company with millions of shareholders.
Was the Droid X that long ago? I loved that phone.
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I've never had issues with Verizon by phone conversation. but going to a Verizon retail store is a different story. stay away
I called LG to verify I had a new phone and They said it was. Also, while I was in the phone with them I asked about an issue I was having with a set of refurbished LG 900 Infinium headphones purchased on Amazon. I was told that if you buy LG Bluetooth headphones and have an issue they will send you new unit not a refurbished even though they were refurbs to begin with.
I also called Verizon tech support and they claim that if you go in store for an exchange they can only give you new phones as they don't stock refurbs. If however you make a claim over the phone They will send you refurbished units. Avoid that at all costs if you are in your 14 day return window.
joshw0000 said:
Was the Droid X that long ago? I loved that phone.
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I keep every phone I ever had in my desk as a little museum. I still have my BlackBerry Pearl..the first must have phone all my friends ran out and switched too, the iphone wasn't the first. But the Droid X was the phone I got when I left T-Mobile just to secure unlimited data. When the iPhone 4 was announced still without 4G, I was Android do good.
porscheoscar said:
I keep every phone I ever had in my desk as a little museum. I still have my BlackBerry Pearl..the first must have phone all my friends ran out and switched too, the iphone wasn't the first. But the Droid X was the phone I got when I left T-Mobile just to secure unlimited data. When the iPhone 4 was announced still without 4G, I was Android do good.
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I sell mine as soon as a better phone is released. That's how I get to try every new phone that will work on Verizon.
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i'm not sure how you got so far as to preorder on the phone then schedule an in store pick up. I called about 3 times before actually going through with a purchase on my UDP line and making sure every questions was answered. I then proceeded to get the phone picked the phone and color then the person couldn't proceed. I was then transferred and they clearly explained to me the deal after again trying and not being able to proceed while keeping the UDP line. I then had to wait til my pay period ended. 3 days later I went to the store and did the actual DPP on my UDP line.
Sorry you had a bad experience. I usually avoid the stores at all costs.
I've had generally good experiences with Verizon stores, but tend to do my business online, simply because I don't have to worry about being pushed or "pitched" anything. Recently, my wife's LG G4 was caught in a bootloop (showed LG logo, then went black). After 3 store reps fiddled around with it trying to factory reset it (BTW, it said "Modified" on the menu, but none noticed that fact!) As one of them was processing the warranty replacement, another guy walked into the store with a G4 and it was doing the exact same thing! Anyway, I asked them if there was anything else I could do since my wife wanted to take photos for Christmas (this was on the 23rd) and the replacement was shipping 2-day. They did offer for me to buy a new phone, but her G4 is 6 months old. Anyway, they seemed very helpful to me and I've never experienced what the OP did--doesn't mean it can't happen, but I would say it's rare.
As a small side-note to my story, I happened to be shopping at BJ's Wholesale during the day on Christmas Eve. In the store, there's a Verizon Kiosk, which is actually run by Diamond Wireless. EVERY SINGLE TIME I've done anything through them, they've been amazing. I guess it actually helps to have some degrees of separation from VZW! I told the guy what happened to my wife's phone. I asked him if I could buy a phone, then return it within 14 days without being worse for the wear--which he confirmed. He then suggested I "buy" the V10 as it has a better camera, etc. Since VZW had already issued a warranty replacement G4, he said they couldn't cancel it, but he suggested that I do a "buddy upgrade" (I have 3 total lines eligible), which I did. Unfortunately, my employee discount doesn't allow payment plan, so I was out $300 temporarily. HOWEVER, LG is giving a $100 rebate (Visa Gift Card). Then on top of that, the replacement G4 that will arrive shortly will be all mine--I'm hoping to sell it for at least $200, so I will break even in the long run. The Diamond Wireless guy walked me through everything, answering all my pesky questions and ensuring everything was done properly. The best part is that my wife has an amazing new phone and took many great Christmas photos with it. I like the phone so much, I'm thinking of switching to a V10 myself... I may wait to see if/what HTC releases next (usually March) and if it doesn't suit my fancy, I'm a new LG V10 owner.
Hell yeah the VZW stores are shady! I had to call CS for 3 months to get a 50 dollar credit I was assured was coming to me. I've jumped from Verizon since then, same bull**** just different source at this point
My experiences have been just the opposite. The instore folks have been so helpful. The telehelp people were clueless about all the discounts on my account and completely jacked everything up. The store manager did some creative genius and my account got fixed. His creativity cost me $35 but it saved me over $1,000 in the end. Everytime I've been in to the store I've had great experiences. I've been in so much recently that I practically know all the employees by first name. (Lots of $300 trade-ins of $10 phones. Thank Vzw!)
I'm not trying to negate your negative experiences as I've seen upset people in the Vzw store every time I've gone in. I understand your frustration and writing the letter was probably very therapuetic. However, sending it probably won't make one bit of difference. The stores are meant for one purpose and only one purpose, sign up new accounts and do phone upgrades. They aren't there to do exchanges like Walmart. If they give you a new phone then that means there's one less new phone in the store to sell. Verizon is a business in business to make money. Exchanging a phone doesn't bring them any new money. Like it or not, that's the facts jack.
If you haven't sent the letter yet then don't bother. You'll probably get a nasty note added to your file.
Op.
You are whats wrong with america, everytime you think you have been wronged in the SLIGHTEST way, You go cry to the better business bureau or aaa or fbi cia dea, obama, whoever will listen to your little violin playing at your pity party.. ...big red is a big companh, they dont give 2 f's about you or your opinion, and neither does the government agency who has their contracted service through big red... Play the game, or get pegged as a pest...and then treated as such
porscheoscar said:
I'm about send a six page letter to the Verizon VP of retail operations and customer service.
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You can stop right there. Your post here is already tl;dr.
Time to do some serious editing. Ideally, you'll parse it down to a single page. Two pages is the max.
Beyond that, you're into serial killer manifesto territory. The only reason anybody will read beyond the second page is to see if you're just a kook, or if you're actually a threat and they need to report you to law enforcement.
Itt: people who don't know what a sales quota is,so they're surprised a corporate verizon rep is only concerned with a sale. Their quotas are so high their jobs are quite frequently on the chopping block if they take time to actually help customers with issues like this.
It sucks, but that's why I usually go to authorized retailers instead.
There's always two sides. Funny thing is 97% of the shadiness I've seen from T-Mobile AND Verizon was to benefit me. You probably come off as pretentious and entitled over the phone, same as in text.
Sorry you had to go through all that nonsense but its true if its a Corporate store they do not care about customer service I have experienced myself and have been lied to also , its much better to go thru a 3rd party where they will treat you better or customer service and since all the nonsense with corp stores I always avoid them would rather get the phone on ebay or amazon or even craigslist before I go to a corp store cuz all they are interested in is sales vs customer sevices and I have many friends and family memebers with Verizon that have had bad experiences so I beleive you sir and its a shame that it happens cuz they are a huge corp that should not be acting like that and should try to make the customer happy even though there are some customers out there that are worse than the employees cuz they expect to get their way cuz of that stupid saying "The Customer is always RIGHT" which is also aload of bs,Anyways it works both ways!!!!!!!!!!!!!!