Posted: 11/25/2008Provided by Citysearch -
We waited for over an hour last night to try to get a resolution and walked away talked down to and patronized by a female Manager.
I have been a Verizon customer for over 3 years, and customer loyalty means nothing to this manager.
We had a phone that was just out of warranty that is a data enabled phone. The phone and the battery somehow shorted out. The technical girl was able to diagnose that it was the phone and the battery and it would cost us $90 for a replacement. She suggested that we talk to the manager as the only phone they had on hand was a downgrade Motorola Q to the one we had, and if we downgraded (there was no reduced cost for the downgrade) we would not be able to go back up to the model we had as a replacement later.
In a nutshell, we would be paying full replacement cost for battery and phone for a permanent downgrade. We did have the opportunity to wait for a true replacement to be ordered and received which would take a couple of days. All we were looking for was an upgrade to the Motorola Qc as a courtesy as the model they were wanting to give us was really out of date.
The manager flat out refused to upgrade us to a model they had and heavily patronized us. Why did she make us wait for the hour if she was just going to say no and then talk down to us? Had she said, ""Listen, I'm sorry, I am not allowed to do that"" it would have been fine, but she was extremely condescending. I will never go back that and we will be buying our replacement online. Had she been polite or showed a bit of empathy to our situation, or at least offered us options, I would not be so upset with the situation, but patronizing your customers is not the way to go. I will be canceling my contract at the end of the term. If staying with Verizon means being treated like this by their ""Managers"" I will be more than happy to take my business elsewhere.