Question for VZW Corp Stores...........
You seriously charge a customer $15 for an esn change for a FRU replacement? And $15 to do the courteous phone book transfer because their other phone crapped out on them? What kind of crock is that??????????????????
ATTN: All VZW Customers, start shopping at Agents...we don't do that!!!!!!!!!!!!!!
ATTN: All VZW Customers, start shopping at Agents...we don't do that!!!!!!!!!!!!!!
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Actually, according to the Corp Store I called last week, it's $20 for an ESN change. đŗ
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It's bad enough not having SIM cards!
WHY CAN'T CDMA HAVE SIM CARDS?!?! đŋ
WHY CAN'T CDMA HAVE SIM CARDS?!?! đŋ
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Yeah they charge 20.00 for esn change because some people want to change phones every damn day and most of the time you can do it yourself online...as for the phonebook transfer it's 10.00 to do this unless your a high value customer billing at least 80.00 a month on one line...again something you can do yourself with backup assistant...people need to stop being lazy at they don't charge you to make a pmt like someother companies
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I was at a retail store the other day getting a FRU phone. A guy came in and wanted an ESN change and a phonebook transfer...30 bucks! 20 for the esn change and 10 for the phonebook transfer. I was about to interrupt and tell him to come up to our indirect store and we would do all that for free...providing he does all future business with us!
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Well as I'm sure you are aware back up assistance is free now, so why anyone would be charged for a phone transfer is beyond me, and ESN can be done online EVDO phone to EVDO phone for free, and even if you want to go from 1X to EVDO just call 611 and they do it for free. Verizon gets enough of our money, I for one will not be charged for some stupidness like that.
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Backup Assistant is Free...............if you have a GIN capable phone. We have a lot of older customers who don't need all that. But they expect to get all the customer service they can, and not to have to pay stupid fee's for it. And besides, there was a rep on here earlier that said the Corp stores wouldn't let a customer out of the store with a phone without activating it, of course with the $20 ESN Change fee.
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I am sorry but vzw corp stores do not charge esn fees for frus. Esn fees do get charged if you just bring in a phone to activate, transfer fees dont get charged on frus either so get your facts str8.
One agent i know of (cellular sales) charges $25 for esn and $15 for pb transfer so check b4 u post stupid stuff. But like tk said you can change esn online its really easy to do
One agent i know of (cellular sales) charges $25 for esn and $15 for pb transfer so check b4 u post stupid stuff. But like tk said you can change esn online its really easy to do
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Facts are straight. Call the Corp Store in Springfield Illinois and talk to the Manager. That's who gave us our information.
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I said I WAS GETTING THE FRU...read before you post. And I do not charge for an ESN change and phonebook transfer...if they bought thier phone through us...
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You read the post the very first one that started the whole thread
from cilvzagent states that corp stores are charging esn fees on frus, that is where my post came in to play.
ty
from cilvzagent states that corp stores are charging esn fees on frus, that is where my post came in to play.
ty
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Then attach it to theirs and not mine. But putting it under mine it makes it sound that you are calling me out...not them...
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cilvzwagent said:
You seriously charge a customer $15 for an esn change for a FRU replacement? And $15 to do the courteous phone book transfer because their other phone crapped out on them? What kind of crock is that??????????????????
Maybe they are charging you cause you your attitude?
I walked into a VZN Corp Store with my refurb replacement Q. They activated it forme and transferred my contacts .. total cost ZERO. Total wait time about 10 minutes.
This took place two weeks ago. No charge was ever requested or even mentioned as being waived.
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Okay first off..........they're not charging ME. I work for an indirect agent. We had a very very very very very upset customer in here on Saturday because she went to the corporate store to get help with a FRU and that's what they told her. We called down to speak to the manager to verify to be sure she just wasn't pulling sh** out of her butt like some custy's do and the manager confirmed they charge a $20 esn fee for Fru's and anything else plus the $10 phonebook transfer.
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I would report that manager to your indirect rep. The $20 esn fee according to policy is to be charged for people changing thier phones 'just cause' and includes the phonebook transfer.
He's either a loon or he's padding his stores numbers for no reason.
He's either a loon or he's padding his stores numbers for no reason.
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It is VZW policy to charge 20$ for esn changes and $10 for phone book transfers(might have been bumped to $15, cant remember)
The reason for both fees is to make money back for the needing to pay the store rep for the time(esn change) and the time and cost of the machine (phone book)
also hee reason so the ESN change fee is so high is to keep people out of the stores, if you want to activate a phone onto your line VZW wants you to call customer service to do it. It is much easier for the rep on the phone to do it than the store reps.
VZW is trying to get everyone to use backup assistant as it saves both VZW and the customer money.
The reason for both fees is to make money back for the needing to pay the store rep for the time(esn change) and the time and cost of the machine (phone book)
also hee reason so the ESN change fee is so high is to keep people out of the stores, if you want to activate a phone onto your line VZW wants you to call customer service to do it. It is much easier for the rep on the phone to do it than the store reps.
VZW is trying to get everyone to use backup assistant as it saves both VZW and the customer money.
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We've had customers call VZW Customer Service for various ESN Changes as well........they want to charge them $20 also. So what all this is doing is forcing corporate customers in the doors of indirect agents (Thanks, by the way đ ) Or just giving them a handshake, smile, and a good wish to getting it done IF you have the internet.
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Hmm, what area are you in? The midwest doesnt charge for ESN changes through customer service, so might be an area specific policy... and a bad one at that âšī¸
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Yeah, I know. But they "redid" their regions. NE apparently charges the 20.00 fee.
Their answer is to push people online and take the "people" out of doing business. Problem with that is then people are trained to do everything online, included buying the phones. Lets look at the cost of doing business today and forget about retaining customers. When you take people out of the equation it really starts to have an adverse effect...
Their answer is to push people online and take the "people" out of doing business. Problem with that is then people are trained to do everything online, included buying the phones. Lets look at the cost of doing business today and forget about retaining customers. When you take people out of the equation it really starts to have an adverse effect...
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you'd have:
60 million customers
66,000 employees
and be making $38 BILLION a year.
We do ok, despite the charges...or because of them. Who can tell.
There isn't a fru activation charge
There is no charge for phonebook transfer on a fru
there is always an option to activate a phone online or through customer service which is much easier than driving to a store and waiting in line for 45 minutes.
BTW...does your indirect store have 45 minute wait times? Cause maybe if you did you'd try to weed out half the people that are there to make you NO money and waste both of your times.
Comparing your business to ours is like comparing Mike's Used Auto to Toyota. They both sell the same things, but one makes thousands while the other...
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60 million customers
66,000 employees
and be making $38 BILLION a year.
We do ok, despite the charges...or because of them. Who can tell.
There isn't a fru activation charge
There is no charge for phonebook transfer on a fru
there is always an option to activate a phone online or through customer service which is much easier than driving to a store and waiting in line for 45 minutes.
BTW...does your indirect store have 45 minute wait times? Cause maybe if you did you'd try to weed out half the people that are there to make you NO money and waste both of your times.
Comparing your business to ours is like comparing Mike's Used Auto to Toyota. They both sell the same things, but one makes thousands while the other...
(continues)
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There is no consistency whatsoever in the Verizon Wireless Customer Service Department. Some say yes, some say no, and even within the same market you'll get a yes and a no. Time for some reform and training of all the corporate reps.
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It is probably a case by case rep by rep supervisor by supervisor basis. Some people (yours truly) don't agree with it necessarily and find a way around it almost every time. some people read the policy too literally
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The policy is in place for a reason and it is people like you that cause people to get mad because of the inconsistancy. If everyone just followed our policies instead of fidning reasons for "exceptions" we would have a much better reputation with our customers. I beleive that the lack if a consistant message is more frustrating to customers than the policies we make.
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You may want to read the policy again because the $20 fee does NOT apply if they tried online and it failed which it does 90% of the time.
It's not a matter of reading the policy and "finding" exceptions. It's that there are exceptions built into the policy which MOST customers qualify for.
However, MOST reps don't actually take the time to read the policy and adhere to it. A supervisor says "We charge for changing phones" and that is the policy.
That's the thing about policy. There is a way to reach an exception in nearly every case where a reasonable request has been made. Which is where the terms "exception" and "courtesy" come from.
It's not the inconsistency in interpreting or presenting policy that is the problem in mos...
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It's not a matter of reading the policy and "finding" exceptions. It's that there are exceptions built into the policy which MOST customers qualify for.
However, MOST reps don't actually take the time to read the policy and adhere to it. A supervisor says "We charge for changing phones" and that is the policy.
That's the thing about policy. There is a way to reach an exception in nearly every case where a reasonable request has been made. Which is where the terms "exception" and "courtesy" come from.
It's not the inconsistency in interpreting or presenting policy that is the problem in mos...
(continues)
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VZW is split into areas, not all areas have the same policy. The northeast area has a charge for an ESN change through any channel with a few exception clauses in the policy to waive the fee. The midwest area does not have a fee unless the change is done at a store.
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As an indirect.. the only time I charge a customer for ESN or phonebook fees is when they get there phone online or through corporate and expect us to waste our time to activate it and show them how to use everything for free.
I have no problem helping our customers.
I have no problem helping our customers.
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At my store we charge $10 for an esn and $10 for a phone book transfer only if someone comes in with their own phone to activate. If they do a fru, by a phone or are weighting for an insurance phone we do it for free. And the only reason why we charge is because the corperate store was sending everyone here to do an esn change, and phone book transfer. That was all we were doing! We are a busy store and dont have time to do all their work also.
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no...you just screw up the customers accounts which drives calls into the call center because you don't tell them your not a direct store and promise them something we can't deliver and basically just piss them off.
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ilovevzw said:
no...you just screw up the customers accounts which drives calls into the call center because you don't tell them your not a direct store and promise them something we can't deliver and basically just piss them off.
Maybe some indirects do, but we sure don't do that. We fully disclose what we can and can't do at point of sale.
But hey since you brought it up, lets talk about that not disclosing what kind of store. Let's talk about all the corp employees who tell the customers they can go to ANY Verizon wireless store location...then they come in to the indirect locations demanding something we can't do because a corporate rep didn't "disclose" which kind of location he/she meant.
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Actually my job with verizon is to fix accounts. And I have seen just as many messed up accounts come from the Direct stores as I have seen from the indirect stores. My store is expectet to be just like the Dirict store we are held to the same standerds.
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Here's the total breakdown from my experience in store:
Customer provided equipment ESN change: $20
In-Warranty FRU ESN Change: Free
Out of warranty FRU ESN Change: Free (w/$50 fru fee)
Insurance Device: Tech discretion, generally free.
Merits CPE ESN change: Free
Warranty phone book transfer: Free
Merits phone book: Free
Non-merits customer phone book: $10
Insurance Device phone book: $10
Customer provided equipment ESN change: $20
In-Warranty FRU ESN Change: Free
Out of warranty FRU ESN Change: Free (w/$50 fru fee)
Insurance Device: Tech discretion, generally free.
Merits CPE ESN change: Free
Warranty phone book transfer: Free
Merits phone book: Free
Non-merits customer phone book: $10
Insurance Device phone book: $10
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