Customer Service Issue
After waiting for months for the Treo 700WX to come out I finally relented to my family and renewed my family share plan with Verizon about 4 weeks ago. We have 3 lines, my wife and son got a Razr and I got the free 325i. A few days before my 15 day return period was up I called a Verizon customer service rep and asked if I should return the free phone I just purchased so I could get the the Treo 700wx when it came out or if I could hold onto to the free phone until the 700wx came out. The Verizon rep said that I didn’t need to return the 325i and she would make a note on my account so I could get the Treo 700WX at the discounted price when it eventually came out. Great. I was very happy and didn’t bother to return the 325 because of this co...
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I'm out of my 15 day return period so the 2nd rep I spoke said that I can't return the 325i. She said the best thing for me to do would be to pay the full retail price for the 325i, which is $200, and then I would be eligible to get the Treo for the discount. I refuse to pay full retail for the 325.
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Her remark on your account is a permanent record and can not be changed. If the first rep specifically told you NOT to return the 325 until the wx was available THEN return/exchange AND her note says exactly that as well...you will get your Treo! Call back and ask for a Sup, do not go anymore into detail, the rep will try to get some details from you and assist but the truth of the matter is even if that rep wants to do this for you he/she will not be able to b/c you are outside your 15 days and the sup will have to do manager approval on the order so you might as well speak to one directly. (and again, remember keeping your cool will only help you! blowing up and taking the hard-ass approach will get you no where)
Once you have a sup yo...
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Once you have a sup yo...
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Great. The rep did indedd make that note on my account and the second rep I spoke stated that the information was on my account. The rep who made the note on my account said I would probably have to go into the store when the new TREO came out because I would need to return my 325.
I'll go to the store tomorrow and try to speak to a manager about this. I hope it works. The only reason I didn;t return the 325i during my 15 day period was because the original rep said I didn;t need to. Thanks.
I'll go to the store tomorrow and try to speak to a manager about this. I hope it works. The only reason I didn;t return the 325i during my 15 day period was because the original rep said I didn;t need to. Thanks.
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No problem! Honestly though, since it was a Care Rep on the 800 line that told you this and remarked it you will probably be better off dealing with this through CS! Unfortunately the Sales Manager may have the point of view and tell you that "well since it was a Care Rep, not one of my Sales Rep that told you this...." Sadly that is used too often! Mainly so they don't take the hit on their inventory. I would suggest calling CS and dealing with it. The Sup will process and approve the order and include a prepaid return label for you to send back the 325. Feel free to try a store directly, and great if they do it, but just have a feeling they might pull that since I have seen it many times before! Good luck and post a follow-up, would like t...
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Aweomse. Thanks for the advice. I'll try it tomorrow as long as the 600wx is released.
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jdcurtis12 said:
Aweomse. Thanks for the advice. I'll try it tomorrow as long as the 600wx is released.
700.. 😉
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Not to be a dick, but why in the world did you upgrade to a 325 If you new you were going to upgrade to the treo. Seems kinda of stupid to me. My best suggestion is to call back and as for a supervisor, if the first rep really put that on your account they should honor it. I personally would have never offered you that, Verizon does pay for those phones so letting customers keep phones for that long then exchanging them is costing them money, yes I now they can afford it, but it adds up and they shouldn't have to eat that cost.
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The reason I upgraded was because I wasn't sure at the time if the 700wx was ever going to come out on Verizon's network. I needed a phone and since it was free it made the most sense. In hindsight I should have waited but there's nothing I can do about that now. I was lucky to get the rep to add that info to my account but I don't see how is any any different than if I returned the 325 within my 2 week period.
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its too bad you didnt receive a USED phone when you upgraded then you would see how the fifteen day return policy is being abused by people such as yourself.
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vzwaa said:
its too bad you didnt receive a USED phone when you upgraded then you would see how the fifteen day return policy is being abused by people such as yourself.
Exactly how does one abuse the fifteen day return policy ?? If I have to sign a new two year contract, then I want to make sure its a phone I can live with for two years. Verizon's policy states I can return the phone one time within fifteen days. If you don't like this and think I am abusing the policy, change the policy.
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im glad you see it that way. all im trying to say is this customer got a phone knowing he had 100 percent intentions of exchanging for a different phone when a new phone came out. this creates quite the loophole. care for an example of this wonderful policy that should not work for IDIOTS like this cheap guy. a terrorist group walks in to a communication store, purchases five phones with contracts, plots a terrorist attack, returns the phone within the fifteen days. well guess what the phones worked great and so did their PLAN. now how would this example for worry free guarantee look on a brochure. now thats a great policy! you can get away with anything.
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The policy is the policy, intent of the customer aside. The level of hyperbole in your illustration is somewhat offensive, considering the customer is not a terrorist. Fortunately, you did point out that the network would have worked great.
Did the customer exploit a loophole? No, he took advantage of a well published policy in order to meet his needs at the time. Had he come into our store, we would have lent him a phone until the 700 was out and then processed the upgrade then. But that is our choice and is not reflected in the policies of all locations.
Did the customer exploit a loophole? No, he took advantage of a well published policy in order to meet his needs at the time. Had he come into our store, we would have lent him a phone until the 700 was out and then processed the upgrade then. But that is our choice and is not reflected in the policies of all locations.
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