Circuit City and Verizon- the nightmare continues
A while back I posted the unfortunate tale of my attempt to purchase a 9900 at a local Circuit City. I won't rehash the details but the nightmare is still not quite over.
Long story short, I returned that phone on day 14 for a refund and cancelled the account. Or so I thought. When I got the bill for that account it showed the full new account charges- some $92. Assuming this was based on old information I called cs to find out what the actual bill was. To my dismay I was told that my account had not been cancelled and I was expected to pay the full amount for an account on a phone I no longer owned. So I asked for a supervisor. She said that I had to physically go to the Circuit City and get the vzw kiosk people to correct my account.
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Long story short, I returned that phone on day 14 for a refund and cancelled the account. Or so I thought. When I got the bill for that account it showed the full new account charges- some $92. Assuming this was based on old information I called cs to find out what the actual bill was. To my dismay I was told that my account had not been cancelled and I was expected to pay the full amount for an account on a phone I no longer owned. So I asked for a supervisor. She said that I had to physically go to the Circuit City and get the vzw kiosk people to correct my account.
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Be foreal you just had a bad experience dont blame the whole company on that one event, you should have called c/s when you returned the phone to advise to cancel the account....also we dont provide customer's with our email addresses b/c all they would do is harass us....
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AngryRA said:
Be foreal you just had a bad experience dont blame the whole company on that one event, you should have called c/s when you returned the phone to advise to cancel the account....also we dont provide customer's with our email addresses b/c all they would do is harass us....
This is one case where I will take vzw's side. With the people in CC, Best Buy, Office Depot or any of those places, you take your life in your hands. Don't make your decision about a company based on them alone.
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"So I asked for a supervisor. She said that I had to physically go to the Circuit City and get the vzw kiosk people to correct my account."
Ok where to start, I work for customer care for another major wireless provider and the policy is exactly the same. You purchased this device AT an INDIRECT location, NOT through Verizon, It is like buying a television at Radio Shack and returning it then bitching at them when your cable is not cancelled, THEY ARE NOT EMPLOYED BY THE SAME COMPANY. They have no means to cancel your service, they can accept the equipment return, but since they are not Verizon employees it is not up to them to cancel your service and if you did not notify Verizon, they don't know what to believe. It is unfortunate th...
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Ok where to start, I work for customer care for another major wireless provider and the policy is exactly the same. You purchased this device AT an INDIRECT location, NOT through Verizon, It is like buying a television at Radio Shack and returning it then bitching at them when your cable is not cancelled, THEY ARE NOT EMPLOYED BY THE SAME COMPANY. They have no means to cancel your service, they can accept the equipment return, but since they are not Verizon employees it is not up to them to cancel your service and if you did not notify Verizon, they don't know what to believe. It is unfortunate th...
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honestly i work for verizon. those guys in circuit city dont know a thing. there is too much going on in that store for them to pay atttention to detail. the sell 5 different carriers at least. the same thing with radio shack. if you want verizon go to a verizon store that sells verizon ONLY go the extra mile you get better service and better prices. or shop online its safe youll get the same or better deals. you would eliminate the chance of someone screwing up because the mixed up the policy
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You work for Verizon? Don't you know that the reps that work for circuit city are VZW reps not radio shack but circuit city those reps are hired by Verizon....at least in the nymetro area
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It's the same upset, our Reps. our in the stores selling our product only! circuit City is considered one of your Retail locations, not an Auth. dealer, so they are nothing like Radio Shack, and I urge the customer to call Customer service so that we can further assist you in resolving your concern.
Toll free # 1-800-922-0204
Toll free # 1-800-922-0204
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well in metro nyc they may be but where i am from circut city reps with vzw shirts and a little training i still would go to a vzw store not a kiosk
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Why not address your concerns with circuit city managers. Once you demonstrate to them that you brought the phone back and that they did not cancel the account they should credit your charges. If they do not then bring them to small claims court.
in this liked post you will note that the poster states that the circuit city kiosks staff are VZW employees which puts an entirely different spin on this issue.I suggest that you clarify this point and determine next steps based on the accurate information. If they are VZW employees than VZW should take care of this in one phone call since you had not had posession of the phone from day 14.
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
in this liked post you will note that the poster states that the circuit city kiosks staff are VZW employees which puts an entirely different spin on this issue.I suggest that you clarify this point and determine next steps based on the accurate information. If they are VZW employees than VZW should take care of this in one phone call since you had not had posession of the phone from day 14.
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
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The issue lies with the rep that sold you the phone and with the customer care rep that refused to help you. Unfortunately, VZW was too quick to jump into Circuit City, and therefore a lot of the sales force is new and possibly untrained. The sales rep needs to be held accountable for fixing the account since they did not hold up to their original responsibility of informing you about cancelling the line. The next step would be to talk to their VZW manager, not the Circuit City manager, to have this resolved if the rep is unable and/or unwilling. Although, it is the customer's responsibility to cancel the line, your rep should have been more up front about the cancellation process. It's a shame because two people have managed to give two nat...
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I believe now that all the Circuit City VZW locations are corporate (with in the last week) run now with the same guidlines that any full retail store follows. So I'm guessing all the repsa have gone through corporate training?!?! So things might be getting better at Circuit city
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So many interesting responses in this thread.
FYI: I went to Circuit City only after calling 5 different Verizon stores in my area, all of whom were out of the 9900 (which goes to my earlier point about vzw and phone selection). The Kiosk's vzw manager handled my phone return. At the same time he assured me that everything would be taken care of and that my billing would be prorated. I had no inkling that any of this would be problematic until I got my bill and called up to find out what the proration was to be. Why should I have?
What strikes me as bizarre is there was no offer of communication with the vzw manager by the Customer Service manager. This refusal of effort to resolve what is obviously not my fault seemed short-sighted at...
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FYI: I went to Circuit City only after calling 5 different Verizon stores in my area, all of whom were out of the 9900 (which goes to my earlier point about vzw and phone selection). The Kiosk's vzw manager handled my phone return. At the same time he assured me that everything would be taken care of and that my billing would be prorated. I had no inkling that any of this would be problematic until I got my bill and called up to find out what the proration was to be. Why should I have?
What strikes me as bizarre is there was no offer of communication with the vzw manager by the Customer Service manager. This refusal of effort to resolve what is obviously not my fault seemed short-sighted at...
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let me give everyone the correct info:
Inside Circuit City there are Verizon Wireless Kiosks, just like you would see in a mall. Yes they are Verizon Wireless employees. Yes most of the employees who work in them are new. Yes they all have gone through corporate sales training. And yes they are all still learning. What i dont appreciate is other vzw reps knocking us. Its hard enough to get people in the stores without you guys saying anything, but for you to bad mouth us on this and other boards makes it even more difficult. We were all there at one point or another. Don't let one bad experience be your measuring stick for all Circuit City's.
Inside Circuit City there are Verizon Wireless Kiosks, just like you would see in a mall. Yes they are Verizon Wireless employees. Yes most of the employees who work in them are new. Yes they all have gone through corporate sales training. And yes they are all still learning. What i dont appreciate is other vzw reps knocking us. Its hard enough to get people in the stores without you guys saying anything, but for you to bad mouth us on this and other boards makes it even more difficult. We were all there at one point or another. Don't let one bad experience be your measuring stick for all Circuit City's.
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It is hard to get people in here. I work in a Circuit City also, and I am not knocking it. I think we will have an advantage during the holidays. If you have new reps at your location, take the time to make sure they go the extra step and give good customer service. We are only as good as our weakest link.
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