Verizon stores ... bleeech!

Does anyone else really dislike going into the Verizon stores?

I really dislike getting intercepted the moment I step into the store
by some sales drone "directing" me to where I need to go. (with the
emphasis in "directing" being telling me where to go).

I like to go into a store, and if I need help ask for it. Otherwise
I don't want to be bothered.

Today it was even worse than usual. I walked in and this woman came up
to me and asked me what I wanted. I said I wanted to talk to someone
briefly about what was involved in changing my number since I was
moving to a different part of the country, but keeping my Verizon
mobile. She directed me to a video kiosk so that I could enter my phone
number and god knows what else.

I just wanted to ask a simple question, not play mickey mouse games
with filling out information etc which would take longer than getting
my question asked and answered. She told me in a rather rudely tone
"I am telling you what you have to do" at which point had to laugh
since I consider myself the customer, and the employees there to provide
a service. Clearly, she had it backwards as far as I am concerned. She
then continued to talk to the next customer and ignore me.

I just walked up to the customer counter, stood briefly in line, asked
my question, got it answered (?) and left.

I find this whole procedure absurd. I'm happy to jump through hoops
and provide information etc *if* there is a rational reason for it, but
not if there isn't. Clearly, to ask a brief question does not require
any of this.

If Verizon's network wasn't so good, and their phone support also (in
my experience), I would be tempted to ditch the service just based on
having had very poor experiences in these stores.

I guess in the future I will rely on their *611 service.

I really only walked in because I happened to be in the
neighborhood. I truly find this "intercepting customers at the door"
incredibly annoying and intrusive. Anyone else bothered by this?

To make us fill out additional information at some kiosk before
we can talk to anyone is totally silly.

On 2007-07-27, Esmail Bonakdarian <ebonak-a-@t-hotmail.com> wrote:

> If Verizon's network wasn't so good, and their phone support also (in
> my experience), I would be tempted to ditch the service just based on
> having had very poor experiences in these stores.
>
> I guess in the future I will rely on their *611 service.

Well, let me try to answer your question.

When I moved here in 2003 I was with Verizon. They provided me with the
phone number for their E-Z Move department. I called.

It was rather simple, and really quite painless.

Since I moved to a completely different part of the country on a different
billing system, they closed my old account. There was an ETF on the old
account and an activation fee on the new one, so they issued the appropriate
credits to each account to cancel out the fees.

> I really only walked in because I happened to be in the
> neighborhood. I truly find this "intercepting customers at the door"
> incredibly annoying and intrusive. Anyone else bothered by this?

I would be, but I gave up on Verizon about a year after I moved here, anyhow,
for other reasons.

Esmail Bonakdarian <ebonak-a-@t-hotmail.com> wrote:

> Does anyone else really dislike going into the Verizon stores?

I've posted this here before, I'll say it again. NEVER to into a
Verizon store, the personel are frequently incompetent minimum wage
people. If you call Verizon or go to their website you can get things
done and you'll almost always deal with people who know their business.

NOTE: Verizon Kiosks at places like Costco may also have good people,
they work on commission I've been told and they HAVE to be courteous
and know the business or they don't make any money. The people in
Verizon stores only have to remain upright and breathe for their shift
to get paid.


--
XS11E, Killing all posts from Google Groups
The Usenet Improvement Project: http://blinkynet.net/comp/uip5.html

Esmail Bonakdarian wrote:
> Does anyone else really dislike going into the Verizon stores?
>
> I really dislike getting intercepted the moment I step into the store
> by some sales drone "directing" me to where I need to go. (with the
> emphasis in "directing" being telling me where to go).
>

And would you complain if you were there for 10 minutes and no one
seemed to pay attention to you? The last time I walked into a store the
"greeter" asked what I needed. I simply replied that I wanted to look at
new phones and nothing else today. She said to help myself and that was
that.

> I like to go into a store, and if I need help ask for it. Otherwise
> I don't want to be bothered.
>
> Today it was even worse than usual. I walked in and this woman came up
> to me and asked me what I wanted. I said I wanted to talk to someone
> briefly about what was involved in changing my number since I was
> moving to a different part of the country, but keeping my Verizon
> mobile. She directed me to a video kiosk so that I could enter my phone
> number and god knows what else.

Actually would you expect to enter just a phone number and be able to
change stuff? Think of all the interesting possibilities. They also ask
you stuff when you call 611 to prevent the same possibilities.

>
> I just wanted to ask a simple question, not play mickey mouse games
> with filling out information etc which would take longer than getting
> my question asked and answered. She told me in a rather rudely tone
> "I am telling you what you have to do" at which point had to laugh
> since I consider myself the customer, and the employees there to provide
> a service. Clearly, she had it backwards as far as I am concerned. She
> then continued to talk to the next customer and ignore me.
>
> I just walked up to the customer counter, stood briefly in line, asked
> my question, got it answered (?) and left.
>
> I find this whole procedure absurd. I'm happy to jump through hoops
> and provide information etc *if* there is a rational reason for it, but
> not if there isn't. Clearly, to ask a brief question does not require
> any of this.

I am happy that VZW just doesn't roll over and provide information
without having a reasonable idea who is asking. There are too many
companies that are way too free with *my* personal information.

>
> If Verizon's network wasn't so good, and their phone support also (in
> my experience), I would be tempted to ditch the service just based on
> having had very poor experiences in these stores.
>
> I guess in the future I will rely on their *611 service.
>
> I really only walked in because I happened to be in the
> neighborhood. I truly find this "intercepting customers at the door"
> incredibly annoying and intrusive. Anyone else bothered by this?

No

>
> To make us fill out additional information at some kiosk before
> we can talk to anyone is totally silly.

What's so mysterious about this is that Verizon is just another Very Large
Corporation and therefore should logically be obsessed with cutting
headcount wherever possible (except in the executive ranks) and outsourcing
the remaining jobs to India. They must have some reason for thinking that
these do-nothing people at the door are absolutely necessary.

Here's what they need to do:
You walk into the store and go to a computer terminal. You enter all the
necessary information to identify yourself (which is probably just your
phone number if you're already a customer) and then enter a description of
your problem or question. If something is not clear and you need a human,
you click chat and you can have a text chat with a person (probably in
India). After the preliminaries are over, then you get entered into a queue.
If anonymity is important, a machine can print a ticket with a number for
you. Then when a Real Live Human is available and your name is at the top of
the list, they call for you and when you get there, they already have your
name, account details, and a description of your problem, and they can get
down to real business immediately. If at any time you get tired of the
computer part of it, you can just click the appropriate icon and go directly
into the queue to talk with a human. There might be some people who don't
want to deal with a computer and insist on doing the whole thing with a
customer service rep, but I think most people would be willing to do the
preliminaries with the computer to speed things up and eliminate
misunderstandings.

George wrote:
> Esmail Bonakdarian wrote:
>> Does anyone else really dislike going into the Verizon stores?
>>
>> I really dislike getting intercepted the moment I step into the store
>> by some sales drone "directing" me to where I need to go. (with the
>> emphasis in "directing" being telling me where to go).
>>
>
> And would you complain if you were there for 10 minutes and no one
> seemed to pay attention to you?

I'm a big boy, I can handle asking for help when I need it. I
don't need anyone bothering/smothering me. 99% of other stores
don't feel the need to incept me the moment I step into their store.

>> Today it was even worse than usual. I walked in and this woman came up
>> to me and asked me what I wanted. I said I wanted to talk to someone
>> briefly about what was involved in changing my number since I was
>> moving to a different part of the country, but keeping my Verizon
>> mobile. She directed me to a video kiosk so that I could enter my phone
>> number and god knows what else.
>
> Actually would you expect to enter just a phone number and be able to
> change stuff? Think of all the interesting possibilities. They also ask
> you stuff when you call 611 to prevent the same possibilities.

I *didn't* want to make any changes today, I was there to ask about
what was involved in the process. So, no, there is no reason for me
to waste time entering information when it takes less than 30 seconds
for someone knowledgeable to give the time basic information.

>> I find this whole procedure absurd. I'm happy to jump through hoops
>> and provide information etc *if* there is a rational reason for it, but
>> not if there isn't. Clearly, to ask a brief question does not require
>> any of this.
>
> I am happy that VZW just doesn't roll over and provide information
> without having a reasonable idea who is asking. There are too many
> companies that are way too free with *my* personal information.

Yeah .. like there's a lot of danger to anyone's privacy with the
question: "I'm moving form OH to NY and plan to keep my Verizon
mobile phone. What's involved getting a local number in NY and
how long does it take, is there a charge?"

God .. just imagine how much private information is at risk with
that question!! Yes, thank God Verizon staff are the guardians
of our privacy ... and have you to appreciate their efforts.

>> I really only walked in because I happened to be in the
>> neighborhood. I truly find this "intercepting customers at the door"
>> incredibly annoying and intrusive. Anyone else bothered by this?
>
> No

Thanks for sharing your opinion re the process, this was my question,
and you provided one more data point.

It's also clear to me that Verizon designed their system with
folks like you in mind. Some people like guidance and being told
what to do and are happy to follow instructions, even if they
don't alway make sense .. I personally prefer the freedom to choose
how I interact with others, and what personal information (something
you seem to be concerned about) I divulge. There is no need for
me to provide any information other than that provided in my simple
question. Nor is there any necessity for me to spent time enter data
on a kiosk.

Nick Danger wrote:
>
> Here's what they need to do:
> You walk into the store and go to a computer terminal. You enter all the
> necessary information to identify yourself (which is probably just your
> phone number if you're already a customer) and then enter a description of
> your problem or question. If something is not clear and you need a human,
> you click chat and you can have a text chat with a person (probably in
> India). After the preliminaries are over, then you get entered into a queue.
> If anonymity is important, a machine can print a ticket with a number for
> you. Then when a Real Live Human is available and your name is at the top of
> the list, they call for you and when you get there, they already have your
> name, account details, and a description of your problem, and they can get
> down to real business immediately. If at any time you get tired of the
> computer part of it, you can just click the appropriate icon and go directly
> into the queue to talk with a human. There might be some people who don't
> want to deal with a computer and insist on doing the whole thing with a
> customer service rep, but I think most people would be willing to do the
> preliminaries with the computer to speed things up and eliminate
> misunderstandings.

Please tell me this was tongue-in-cheek .. what you are describing in
one of those horrible phone menu systems, implemented in a store with
people present. How absurd is that?

I have a simple question, it will take less time to be asked and answered
than following any sort of script.

Please tell me you were joking ..

Steve Sobol wrote:
> On 2007-07-27, Esmail Bonakdarian <ebonak-a-@t-hotmail.com> wrote:
>
>> If Verizon's network wasn't so good, and their phone support also (in
>> my experience), I would be tempted to ditch the service just based on
>> having had very poor experiences in these stores.
>>
>> I guess in the future I will rely on their *611 service.
>
> Well, let me try to answer your question.
>
> When I moved here in 2003 I was with Verizon. They provided me with the
> phone number for their E-Z Move department. I called.
>
> It was rather simple, and really quite painless.
>
> Since I moved to a completely different part of the country on a different
> billing system, they closed my old account. There was an ETF on the old
> account and an activation fee on the new one, so they issued the appropriate
> credits to each account to cancel out the fees.

Great, that sound encouraging and rather hassle free. Good to know, thanks!
My dealings with Verizon on the phone have always been great.

XS11E wrote:
> Esmail Bonakdarian <ebonak-a-@t-hotmail.com> wrote:
>
>> Does anyone else really dislike going into the Verizon stores?
>
> I've posted this here before, I'll say it again. NEVER to into a
> Verizon store,

Yup, that seems like good advice!

At 27 Jul 2007 22:49:31 +0000 Esmail Bonakdarian wrote:

> I really dislike getting intercepted the moment I step into the store
> by some sales drone "directing" me to where I need to go. (with the
> emphasis in "directing" being telling me where to go).


While I agree with you, I find it ironic that recently someone posted a
rant in alt.cellular.cingular that he walked into an AT&T store and was
offended that none of the employees greeted him or asked what he wanted
until he approached them.

I guess no one can please everyone!


> I like to go into a store, and if I need help ask for it. Otherwise
> I don't want to be bothered.

Then apparently you should switch to Cingular, and the other guy should
use Verizon! Problem solved, and everybody's happy! ;-)

--

"I don't need my cell phone to play video games or take pictures or double
as a Walkie-Talkie; I just need it to work. Thanks for all the bells and whistles,
but I could communicate better with ACTUAL bells and whistles."
-Bill Maher 9/25/2003

In news:FNwqi.34$Uu4.4@trndny04,
Esmail Bonakdarian <ebonak-a-@t-hotmail.com> typed:
> George wrote:
>> Esmail Bonakdarian wrote:
>>> Does anyone else really dislike going into the Verizon stores?
>>>
>>> I really dislike getting intercepted the moment I step into the store
>>> by some sales drone "directing" me to where I need to go. (with the
>>> emphasis in "directing" being telling me where to go).
>>>
>>
>> And would you complain if you were there for 10 minutes and no one
>> seemed to pay attention to you?
>
> I'm a big boy, I can handle asking for help when I need it. I
> don't need anyone bothering/smothering me. 99% of other stores
> don't feel the need to incept me the moment I step into their store.
>
I would much rather have store employees ask if they can help me when I walk
in and if they notice my interest in an item ask if they can answer any
questions. This always makes me feel like they want my business. Rather
than spend 10 to 15 minutes trying to find someone to answer a question or
help.
>
>>> Today it was even worse than usual. I walked in and this woman came up
>>> to me and asked me what I wanted. I said I wanted to talk to someone
>>> briefly about what was involved in changing my number since I was
>>> moving to a different part of the country, but keeping my Verizon
>>> mobile. She directed me to a video kiosk so that I could enter my phone
>>> number and god knows what else.
>>
>> Actually would you expect to enter just a phone number and be able to
>> change stuff? Think of all the interesting possibilities. They also ask
>> you stuff when you call 611 to prevent the same possibilities.
>
> I *didn't* want to make any changes today, I was there to ask about
> what was involved in the process. So, no, there is no reason for me
> to waste time entering information when it takes less than 30 seconds
> for someone knowledgeable to give the time basic information.
>
>>> I find this whole procedure absurd. I'm happy to jump through hoops
>>> and provide information etc *if* there is a rational reason for it, but
>>> not if there isn't. Clearly, to ask a brief question does not require
>>> any of this.
>>
>> I am happy that VZW just doesn't roll over and provide information
>> without having a reasonable idea who is asking. There are too many
>> companies that are way too free with *my* personal information.
>
> Yeah .. like there's a lot of danger to anyone's privacy with the
> question: "I'm moving form OH to NY and plan to keep my Verizon
> mobile phone. What's involved getting a local number in NY and
> how long does it take, is there a charge?"
>
> God .. just imagine how much private information is at risk with
> that question!! Yes, thank God Verizon staff are the guardians
> of our privacy ... and have you to appreciate their efforts.
>
>>> I really only walked in because I happened to be in the
>>> neighborhood. I truly find this "intercepting customers at the door"
>>> incredibly annoying and intrusive. Anyone else bothered by this?
>>
>> No
>
> Thanks for sharing your opinion re the process, this was my question,
> and you provided one more data point.
>
> It's also clear to me that Verizon designed their system with
> folks like you in mind. Some people like guidance and being told
> what to do and are happy to follow instructions, even if they
> don't alway make sense .. I personally prefer the freedom to choose
> how I interact with others, and what personal information (something
> you seem to be concerned about) I divulge. There is no need for
> me to provide any information other than that provided in my simple
> question. Nor is there any necessity for me to spent time enter data
> on a kiosk.

IMHO IIRC wrote:
> In news:FNwqi.34$Uu4.4@trndny04,
> Esmail Bonakdarian <ebonak-a-@t-hotmail.com> typed:
>> George wrote:
>>> Esmail Bonakdarian wrote:
>>>> Does anyone else really dislike going into the Verizon stores?
>>>>
>>>> I really dislike getting intercepted the moment I step into the store
>>>> by some sales drone "directing" me to where I need to go. (with the
>>>> emphasis in "directing" being telling me where to go).
>>>>
>>> And would you complain if you were there for 10 minutes and no one
>>> seemed to pay attention to you?
>> I'm a big boy, I can handle asking for help when I need it. I
>> don't need anyone bothering/smothering me. 99% of other stores
>> don't feel the need to intercept me the moment I step into their store.
>>
> I would much rather have store employees ask if they can help me when I walk
> in and if they notice my interest in an item ask if they can answer any
> questions. This always makes me feel like they want my business. Rather
> than spend 10 to 15 minutes trying to find someone to answer a question or
> help.

I agree with you.

However ..have you been in a Verizon store recently? I am not trying to
be cheeky, but they are not simply asking "do you need any help" .. lots
of places do that, and I have no problem with that. That makes sense, and you
are right, indicates interest in my business, and I'm quite ok with that.

Verizon doesn't ask if you need help, they ask "what is your business
here?" (though they phrase it differently). If you have been to a
verizon store, you will know that it is impossible to say anything
non-committal and get in as they will insist on an answer. *That* is
what I find intrusive and pushy and what I dislike about setting foot
into their store. It taints the otherwise strongly positive view I have
of them.

It is *quite* different from someone asking if I need help.

Todd Allcock wrote:
> At 27 Jul 2007 22:49:31 +0000 Esmail Bonakdarian wrote:
>
>> I really dislike getting intercepted the moment I step into the store
>> by some sales drone "directing" me to where I need to go. (with the
>> emphasis in "directing" being telling me where to go).
>
>
> While I agree with you, ...
<..>
>> I like to go into a store, and if I need help ask for it. Otherwise
>> I don't want to be bothered.
>
> Then apparently you should switch to Cingular, and the other guy should
> use Verizon! Problem solved, and everybody's happy! ;-)

If I could just switch stores alone, that would be a perfect solution!

:-)

> --
>
> "I don't need my cell phone to play video games or take pictures or double
> as a Walkie-Talkie; I just need it to work. Thanks for all the bells and whistles,
> but I could communicate better with ACTUAL bells and whistles."
> -Bill Maher 9/25/2003

funny ...

Esmail Bonakdarian wrote:
> Does anyone else really dislike going into the Verizon stores?
Do everything on-line!!!!!!!!!!!!!!!!!!!

Pegleg wrote:
> Esmail Bonakdarian wrote:
>> Does anyone else really dislike going into the Verizon stores?
> Do everything on-line!!!!!!!!!!!!!!!!!!!

I will from now on (or by phone), the whole kiosk thing, in addition
to the rudeness from the employee was too much.

(Actually, I have been doing things on-line and on the phone, but as
I was passing the store I thought I'd just stop in for a second and
ask a person .. big mistake obviously :-)