and BTW, circuit city is direct...it is a store in a store. So gets your facts right before you start spouting filth.

Lol, I was waiting for you to comment on him.

I get tons of direct store issues as well. The problem is that Verizon Wireless looks at credit issues on accounts in two ways:

1. Verizon Wireless Errors
2. Customer Satisfaction Credits

A VZW Error is any time something happens on your account that is VZW's fault. This includes price plan changes that don't get done right, billing errors, etc. You get these whenever an error occurs, no questions asked.

A Customer Satisfaction Credit basically means VZW considers it to be your own fault and is just giving you a credit to shut you up. You get only one of these per rolling six month period.

According to a memo my department received recently (Credit Escalation Department), any time an Indirect store messes up on your account, tha...
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Better service? We get so many complaints at our indirect store ABOUT the direct stores. They put features on peoples accounts without telling them. They tell them they are required to have a text package, or that if you put it on one lines you are required to add it to all lines. They also tell customers the 30 days of Vcast free is required and they must take it and the reps refuse to remove it. We have horror stories.

Look guy, don't get mad at me. It wasn't my decision to enact these policies. I'm just being the bearer of the message and trying to be a good person by warning people because I don't like seeing people get hosed by big corporations. And I know that Direct locations do have their share of screw ups, some even intentional what with the commission on sales of equipment and features. And I have issued, since I moved to this team, over $60,000 in credits to various accounts due to things like billing errors, direct channel screw ups, indirect channel screw ups, customer satisfaction credits, etc.

I really do try to help the customer when I can (so long as they aren't outright rude to me..then I stop trying to help them and they get nothing). ...
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Oh no you're raise. I worked at an indirect vzw for over a year. We were located no less than 1 mile away from a corp store and let me tell you... i had ENDLESS complaints about the corp people screwing them over, promising things and never following up on them. Sad thing is when I was there... the VZW corp was our biggest competition, not cingular, not sprint, but our own. really sad when you think about it when you have to battle with the crap that the corp stores pull. It's unbelievable how many times I've had to call customer service for a customer because the corporate store screwed up on someones account or snuck in Vcast without notifying the customer etc. Stick the corp brown nosing up your own ass buddy. good day. 😎

Sir, please be civil. I honestly do everything I can to help customers. But I am held by certain restraints that I can not violate. I'm sorry, but I am not going to sacrifice my job and financial well being, and I doubt you would either. If I can do anything to help the customer, I will do it. Just this past month I spent 4 hours of my time reviewing 6 months worth of bills on an account with 5 lines on it because every single one of the secondary lines had no In-Network feature on them, so the customer was charged huge overages. That customer got over $2,000 in credit from me, and I was happy to do it. So please don't not get angry with me over this, it is not my decision. It was a decision made on the corporate level and I am forced to abi...
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OK. If an indirect sold that customer it would not be the indirect channels fault that a "feature" is missing. When I do a line of service, all these features autopopulate. I cannot add or remove the "in" network calling feature. I go over all the features that are shown on the contract. If you would refuse to do anything for that customer because they bought through an indirect, yet the issue was an EROES issue, not the agent, then you would be showing a difference between channels. This is clearly NOT to happen. Why would you anyway? Why would it matter? First of all, as an indirect we take the risk of loss when signing up that customer. Not VZW. We have already bought the phone from VZW to sell, so VZW has no subsidy in phone, and th...
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Guys, how many times do I have to say this? I did not make this decision. I just am impacted by it as I work in the Credit Escalation Team. I approve or deny credits submitted by CSRs. I do not get any say in policy, etc. I am just trying to make people aware of this wholly stupid policy because it could hurt a lot of customers who don't know this.

If this is indeed true then just wait for antritrust lawsuits. That would be like Toyota picking and choosing which dealerships they will honor warranty repair work by who sold the car. That would be a lawsuit ready to happen. Especially when they tell us that they DO NOT differentiate between channels.

My purpose is to advise customers so they don't get blind sided by this. I don't see why you see the need to insult me here. I did this to try and help people so they don't get screwed by VZW. I am just an employee of the company, doing my job. I don't get a say in these policies, but I am held to them. And no, I am not one of those "bright employees who say .002 cents". I'm actually probably the most knowledgeable person in our center regarding anything with VZW. I'm the one that everyone comes to when they need help on a situation, or don't know how something works, etc. Managers, Supervisors, CSRs, Second Tier Support, all come to me when they don't know how something works. I can't walk across the bloody call floor without being begged t...
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since you are just doing your job i am wondering what part of your job description includes posting internal information on phonescoop? if thats a job i want it!!! 🤣 you care about customers but what does that have to do with posting proprietary guidelines here???? absolutely nothing. and no i am not a customer i am an employee like you. and yayyyy whoopee people ask me everything too what does that have to do with this. but i hope they can your a$$ for the post you made. just my opinion. the post was degrading in a way to indirects which i totally disagree with and is not how vzw operates. why dont you post the email address it came from so the indirects can email that person directly and see whats up and if they actually feel that way?...
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I'm done talking to you. Like I said, I posted this information to help customers, not get into a back and forth fight with you. Good day.

Hey Briggs, I am an indirect, and have pretty much just stayed outta it, because while yes I was ticked when I read it, and I do feel it was kinda rude the way it came out, I realize that YOU did not make the rules. However I think that everyone is ticked and channeling their agression towards you becasue of your general attitude, or at least the way it came accross in your Original post.

Just my 2 cents, or should I say .002 cents 😉

BriggsBU said:

Don't buy from non-direct channels. Please don't. For the love of god and all that is holy, just don't do it. I

P.S.

you have to admit this was pretty rude

yes thats what i thought.