My Phone is awful. I have replaced the battery once, got a new phone cause the original was defective, and now the battery has been acting up for the past two or three months, and I need a new one pretty soon. I went to the Verizon site to find the price for a new battery, cause I was going to see if it was comparable to one I saw online through Staples. Then a box popped up, offering me a live agent to chat with. And, as I love to chat digitally, I couldn't resist.
Here is what transpired, and my thoughts (in parenthesis).
Please wait for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience!
A Verizon Wireless online pre-sales specialist has joined the chat. You are now chatting with Lori
Lori: Hello. Thank you for visiting our chat service. May I help you with your order today? (A little Pushy I would say, not knowing what I wanted and just assuming I was going to order)
You: well, I don't want to order per se,
You: but I was wondering if you know the cost for a new battery for a motorola Krzr phone?
Lori: I'd be happy to help you with that. (This Popped up before or at the same time I mentioned the battery--how could she help me? She could have had no clue what I wanted--Lori didn't score points early on)
Lori: Are you an existing Verizon Wireless customer?
You: Why yes I am (Of course I am, you idiot, why would I be on this page if I weren't?)
Lori: Are you on the accessories page?
You: yes (Oh, I see, I just needed to click further)
Lori: It is $39.99 for the standard battery and $49.99 for the extended battery. (WTF? That's insane!! Staples had it for $13)
Lori: Which would you prefer to order? (Whoa!! Hold on there Lady!!)
You: that's ridiculous
You: neither
You: i can find it online cheaper elsewhere
Lori: I understand your concern. (This pissed me off, because having taken customer's calls--pretty much the same situation here--and knew that came straight from a card or screen Lori had in front of her)
You: how? how do you understand my concern? ("Lori, have you had to replace your phone's battery only to have to replace that same phone the same day, then have your the replacement phone start acting up about four months later? I don't Think so." I also kinda wanted to see how automated the system is, if there was a real Lori or if it was really Padma in New Delhi, or maybe not a person at all who would kind of get tripped up with a turn in the conversation there)
Lori: I understand your concern with prices, however I am unable to make any changes to the prices that are set forth on the web site. I am a consumer as well. (good one!!)
You: well, I know that
Lori: I've been in a very similar situation myself. (Have you really? Do you have the crappiest phone known to man?)
You: and I don't expect you to be able to
You: the thing is, this is the second time I've needed to replace the battery for this phone
Lori: Have you contacted Technical Support before regarding this particular problem?
You: and, from what I've read online recently, battery issues are common for this model
You: i've taken it to the store
Lori: You can contact our technical support team and they will be able to assist you with this today. The number is 1-888-233-4813.
You: well, Lori I appreciate that
You: thanks
Lori: Is there anything else I can help you with today?
You: not really
Lori: Are you eligible for an upgrade?
You: i wish
You: in a couple of months i think
You: i hate this phone
You: it's terrible
Lori: Unfortunately, you may have to pay the full retail price for a new phone. To see the full retail prices for our phones, you can log into My Account and click on the Upgrade Your Phone link. If your account is eligible for a discount, the phones will be listed at the promotional prices. If your account is not eligible for a discount, the phones will be listed at full retail pricing.
You: okay, thanks
Lori: They maybe able to honor you an early upgrade if the phone is messed up.
Lori: Thank you for visiting Verizon Wireless, I look forward to speaking with you again. Have a great evening!
So, That was my experience with Lori. In my humble opinion, my phone blows, but Lori was nice, as have been most of my Verizon agents. Thus making me not want do deal with the hassle of changing phone companies, but rather stick with them.
Here is what transpired, and my thoughts (in parenthesis).
Please wait for a Verizon Wireless sales representative to assist you with your order. Thank you for your patience!A Verizon Wireless online pre-sales specialist has joined the chat. You are now chatting with LoriLori: Hello. Thank you for visiting our chat service. May I help you with your order today? (A little Pushy I would say, not knowing what I wanted and just assuming I was going to order)
You: well, I don't want to order per se,
You: but I was wondering if you know the cost for a new battery for a motorola Krzr phone?
Lori: I'd be happy to help you with that. (This Popped up before or at the same time I mentioned the battery--how could she help me? She could have had no clue what I wanted--Lori didn't score points early on)
Lori: Are you an existing Verizon Wireless customer?
You: Why yes I am (Of course I am, you idiot, why would I be on this page if I weren't?)
Lori: Are you on the accessories page?
You: yes (Oh, I see, I just needed to click further)
Lori: It is $39.99 for the standard battery and $49.99 for the extended battery. (WTF? That's insane!! Staples had it for $13)
Lori: Which would you prefer to order? (Whoa!! Hold on there Lady!!)
You: that's ridiculous
You: neither
You: i can find it online cheaper elsewhere
Lori: I understand your concern. (This pissed me off, because having taken customer's calls--pretty much the same situation here--and knew that came straight from a card or screen Lori had in front of her)
You: how? how do you understand my concern? ("Lori, have you had to replace your phone's battery only to have to replace that same phone the same day, then have your the replacement phone start acting up about four months later? I don't Think so." I also kinda wanted to see how automated the system is, if there was a real Lori or if it was really Padma in New Delhi, or maybe not a person at all who would kind of get tripped up with a turn in the conversation there)
Lori: I understand your concern with prices, however I am unable to make any changes to the prices that are set forth on the web site. I am a consumer as well. (good one!!)
You: well, I know that
Lori: I've been in a very similar situation myself. (Have you really? Do you have the crappiest phone known to man?)
You: and I don't expect you to be able to
You: the thing is, this is the second time I've needed to replace the battery for this phone
Lori: Have you contacted Technical Support before regarding this particular problem?
You: and, from what I've read online recently, battery issues are common for this model
You: i've taken it to the store
Lori: You can contact our technical support team and they will be able to assist you with this today. The number is 1-888-233-4813.
You: well, Lori I appreciate that
You: thanks
Lori: Is there anything else I can help you with today?
You: not really
Lori: Are you eligible for an upgrade?
You: i wish
You: in a couple of months i think
You: i hate this phone
You: it's terrible
Lori: Unfortunately, you may have to pay the full retail price for a new phone. To see the full retail prices for our phones, you can log into My Account and click on the Upgrade Your Phone link. If your account is eligible for a discount, the phones will be listed at the promotional prices. If your account is not eligible for a discount, the phones will be listed at full retail pricing.
You: okay, thanks
Lori: They maybe able to honor you an early upgrade if the phone is messed up.
Lori: Thank you for visiting Verizon Wireless, I look forward to speaking with you again. Have a great evening!
So, That was my experience with Lori. In my humble opinion, my phone blows, but Lori was nice, as have been most of my Verizon agents. Thus making me not want do deal with the hassle of changing phone companies, but rather stick with them.
3 comments:
Well... it happens! :)
You need to call in and raise a stink. When my phone turned pedophiliac, I called immediately (after numberous tech support calls) and the said they'd do whatever it took to make me happy. They acted the same way at the store--free replacement blackberry (also a POS, but not texting 12-year-old boys)-I heard that VZW had the worst cust svc rating in a survey recently, so that's why there's all the re-vamped messages when you call in, the overly friendly ppl, etc. Worth giving a call and whining. Worked for me.
You're fuckin retarded
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