Dear Mr. McAdam and Mr. Mead: It is unfortunate that I am having to write to you about the downright AWFUL, rude and unpleasant experience I had in your Coronado store location on Louisiana BLVD in Albuquerque last night. I am a Small Business owner and I was a Retail District Sales Manager for 15 stores for over 25 years. I TOTALLY understand the challenges that a retail store team faces over the Holiday Season. But the stress of the Season is no justification for the way I was treated by your staff. I have been a Verizon customer since July 2013. I pay for shared service of two phone lines. When I added the second line of service for my Nephew, it extended my service contract. However, I am only using one phone line due to my Nephew running over his phone in July 2014 without any insurance coverage on the phone. (Rather than break or extend my service agreement, I just pay the extra fee each month.) I am not eligible for a discounted new phone at this time. In March 2014 I moved 75 miles from Albuquerque. The closest Verizon cell tower to me is 16 miles away in the Manzano State Park. At the campground there, a Verizon customer can get 4G with 5 full bars of service in their camping tent. However, at my home - I had no service at all. I purchased a $249 Signal Booster just to be able to use my phone at my home. (Instead of breaking or cancelling my service agreement with you.) On Tuesday, November 18, 2014 my Boyfriend was admitted to the emergency room for a quadruple bypass heart surgery scheduled for the next day. With his family being out of state, I rushed to the Verizon Store listed above to get a telephone for the 2nd line of service that I have been paying for, without using for the past five months, so that my Boyfriend could call and speak with his Mother, family members and loved ones. Your Associate, Carlos, was extremely helpful and found me the least expensive phone possible ($150) and got it activated immediately and switched the second phone on my account to a local number for that newly purchased phone. The quality of the phone was quite poor, especially for web use, but Carlos told me that I could bring the phone back within 14 days if I was not satisfied with it for a full refund. Carlos was professional, courteous, quick and made the purchase as easy as possible for me. The phone was added to my Verizon bill, I signed his tablet and was told that I would be e-mailed a receipt. (I did not receive the email receipt.) I raced the phone back to the hospital so that my Boyfriend could call his family before his open heart surgery. My Boyfriend had a successful surgery and returned home. However, we found that he had NO service here, even with the signal booster. So I drove the 150 miles round trip to return the phone last night, within the 14 day time period. Upon entering the store last night I was greeted by "Ryan" - a bearded associate who appeared to be in his early 30's. Ryan was INSTANTLY rude to me and my friend, stating, "Oh - you waited to the very last possible moment to return this." Ryan asked for my receipt. I stated that I was pretty much in shock at the time of my purchase, due to my Boyfriend's heart surgery, and that I believed I did not receive a receipt; that I only signed on the store's tablet for my purchase. I then saw Carlos, who remembered me and asked how my Boyfriend's heart surgery went. I was touched that he remembered me, but Carlos was busy with another customer and could not assist me. Ryan then told me that without the receipt he "probably would not be able to do anything" for me, but he would check. At that point, in a private conversation with my friend who was with me, I said, "They better take this phone back or I will be *** pissed!" Ryan immediately did an about-face and marched up to me stating that he would have me removed from the store for "using profanity with him". I'm not sure why Ryan was listening to my private conversation, but I did not swear AT Ryan, although his behavior definitely deserved it. Yes, I said the "F-word" in a private conversation with my friend. I do apologize if Ryan's eavesdropping caused him to be offended. I then asked to speak with a Manager. At that point, the "Manager" on Duty named "Vanessa". Vanher late 20's with extremely frightening prison/gang tattoos all over her hands and fingers (you may with to consider having her wear gloves while working to keep from frightening and/or offending people) then returned with Ryan. I explained to Vanessa that Ryan's demeanor was making me quite uncomfortable and I did not wish for him to be around me. Vanessa asked what happened and I told her. Vanessa stated that "profanity is not allowed in her store". I explained that I am an American Citizen and that I have the freedom of Speech and that my personal and private conversation with my friend was not her business nor Ryan's business. Ryan then became quite aggressive with me asking, "So you own a business, right? What sort of rules do your customers have to follow?!" I was confused by his question, but responded that all of my employees follow one golden rule, and that is, "THE CUSTOMER IS ALWAYS RIGHT AND THE CUSTOMER ALWAYS LEAVES HAPPY AND SATISFIED." Ryan began raising his voice, causing attention to us from the other customer's in the store. Ryan again began demanding a receipt and I told him again that I was not sure if I received a receipt. Ryan then practically YELLED, "WELL THAT'S NOT WHAT YOU SAID WHEN YOU FIRST CAME IN - YOU SAID YOU LOST YOUR RECEIPT". I again stated that I was in shock at the time of my purchase, but did not believe that I was given a hard copy; that Carlos told that my receipt would be emailed to me. I again told Vanessa that I did NOT want to be served by Ryan, that he was frightening me and he needed to move away from me. Vanessa then stated that she "has the right to refuse service to anyone for any reason". I told Vanessa that I had been in Retail Management for 25 years and that yes, if posted, they could reserve the right to refuse service. I asked Vanessa where it was posted. She motioned up to a small sign posted in the far corner of the store. (Image attached.) I went to the sign, and took a photo of it. Vanessa then told me that "photos are not allowed to be taken in her store". I asked Vanessa, "how do customers test out the features on the new phones with great cameras if photos are not allowed to be taken in the store?" Vanessa stated, "Oh, well that is different." Then I informed Vanessa that the Right to Refuse service policy was NOT posted on the sign. Vanessa was now extremely sarcastic and stated, "Oh, well, I will take that up with my supervisor". At first, Vanessa was not going to complete the refund for me. But she eventually did. However, I was charged a $35.00 "restocking fee". I explained to Vanessa that Carlos told me that I could return the phone for a FULL REFUND within 14 days and that Carlos NEVER mentioned there would be a $35.00 restocking fee. Vanessa then stated, "Oh, well, Carlos is new - he doesn't know all of the policies and procedures." I find it very sad that Carlos, being new, has better customer service skills than your veteran employee, Ryan; or Manager on Duty, Vanessa... I asked where it was noted that there was a $35 restocking fee. Vanessa stated that it was "on your receipt". I again stated that I did not receive a receipt, I only signed electronically on a tablet. Vanessa said she would print me out a receipt but she was not competent to do so without hostile Ryan showing her how to do so. Upon looking at the "not allowed photo" that I took of your one policy sign in your store, I do now see the restocking fee clause written. However, at the time of purchase, I was nowhere near that sign to read it. It took me less than 15 minutes to purchase an activate the phone with the very helpful Carlos. It took me a 150 mile round trip, $30 in gasoline, a $35 restocking fee, and 45 minutes of extremely unpleasant time with Ryan and Vanessa to return the phone. I asked Vanessa for the District Manager's name and phone number. Vanessa refused to give it to me. I asked for the Corporate Office phone number. Vanessa refused to give it to me. I asked for the Store Manager's name and phone number. All Vanessa would give me was a business card for Assistant Store Manager, Nick Welsh. I will not do business at that location again. I am still considering whether I will continue to do business with Verizon. I am writing to you for resolution before posting this on my Business Website and Social Medial Pages and Blogs that reach THOUSANDS of consumers. I would like to know that proper Customer Service Training will be given to both Ryan and Vanessa; especially concerning refunds, and I wish to be credited the $35 restocking fee as well as any other fees that I may have been charged for this entire ordeal. In retrospect, I wish I had just purchased a pre-paid phone from the dollar store for my Boyfriend to use while he was in intensive care. It would have been less expensive, a better quality phone and a much more pleasant shopping experience.
You people who *** and complain about these channels that nobody cares about being removed kill me. The Weather Channel was asking too much money.
I would rather they scrap those channels instead of charging more to keep them - so in reality, they did you a favor. Verizon was not the only cable provider to ditch them, so put the blame on TWC for being too greedy.