I decided to switch to Verizon and get threee new phones, and drove an hour to the Evansville Indiana Best Buy Store on a Sunday since our local Verizon store has had nightmare stories of customer service issues, high personnel turnover, and repeated stories from friends of misbilling/overbilling. I was pleased to see them running a special on the platinum "Krazor" phone - buy one, get one free. I waited... And waited... And waited... Over an hour for one of the two salespeople there to help us. Finally we got help - from a brand-new salesperson who had no clue on how to set me up.
Time so far: 2 hours
She struggled for 1/2 hour before she gave up. Then another 1/2 hour to get the other person to help her.
Time so far: 3 hours
Finally, after another hour everythings done! She got our three new phones. Oops! One box is completely empty, no more platinum in stock. Can they subsitute colors? NO. Four days to get a phone from another store. But I have to finalize and pay for everything now. So I leave with two phones, a paid contract, and a promise for the third phone.
Time so far: 5 hours
Wednesday PM I call to make certain the phone is there - it is..."come on down!" So my wife drives an hour, waits another hour to be helped, and finds out the wrong phone is in the Krazor box they shipped. So the Verizon "Manager" now gets involved, and guarantees next Sunday for the phone, and promises to call us absolutely when it arrives on Sunday.
Time so far: 8 hours
No call on Sunday - finally mid-afternoon, I call, and a person at the Verizon kioks says they have it, and will put it in Best Buy Customer Service so no one accidently sells it. I drive down there, wait another hour - no one at CS knows anything about it, the lady I talked to really didn't work at the Verizon kiosk... Blah, blah, blah. So I leave with no phone... Again.
Time so far: 11hours
I then call Best Buy Customer Service and tell them the whole story. Guess what? I get a call late Sunday afternoon from Evansvilel Best Buy telling me they got a call from corporate, and SURPRISE! They FOUND my phone!.."come on down!"... 1/2 hour before they close.
Tuesday I go through the motions - call to confirm the phone is there, drive and after another 1/2 hour wait and two "we can't find it" conversations, finally get the phone
Total time expended: 14hours, and 2 1/2 weeks to get one cell phone.
I can say we're pleased with the cell phones and the service since then, but getting there was not an enjoyable experience, and the only way I got any action from them was literally demanding service. Did ANYONE at ANY TIME ever apologize for my inconvenience? NOT ONCE.in all episodes, it was like they were doing me a favor selling me their phones and services.
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