02-26-2014 11:38 AM
69 123
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  1. Jazmac's Avatar
    I stopped by a Verizon last night to see the ICON. So I asked to see the ICON. He gave me that look like I asked him to solve for x. Then he asked, "which icon". I'm in a room full of android garbage and I told him the Lumia Icon. He then said, they don't have any Lumia's. Then I realized I was in one of those "almost" roadside Verizon stores. Better to hit a corporate store.
    02-21-2014 05:25 PM
  2. tgp's Avatar
    I have noticed over the last couple of years they really try to upsell you at the Corp stores with all the accessories. At the store I was at in Phx yesterday all the reps were carrying around baskets that they would go in back and fill up with various cases, chargers, and other assorted BS when they brought out your phone to you. It seriously reminded me of a car lot in the 90's!! I could overhear all the other sales reps spouting the same scripted pitches to their customers. It didn't used to be like that.
    Yes it's annoying, but it's part of retail. The markup on accessories is very high. Maximizing profit is the goal of any retailer. Where I work we retail PCs. We don't push real hard, but we do make suggestions. Sometimes the profit on the computer is less than the profit on the extras.
    02-21-2014 05:55 PM
  3. berty6294's Avatar
    So the end of my story. The store I was at earlier was called and they told me they had three. 45 min to get there. Wait in queue for hour and a half, they said in not allowed to buy a phone without a primary there (not even trying to buy plan or anything, just straight up buy a device full retail) so I had to call my mom to come up. 45 min later she gets there. They say I have to wait in queue again. Wait another 30 min. Spend 45 min telling the rep I don't want to upgrade my plan, don't want edge, don't want insurance, don't want their overpriced accessories. Wait another 30 minutes for him to find the phone in the back. He comes out saying "sorry, we actually don't have any" at this point my mom and I flip the **** out on them. They called another Verizon store that has one tells them to hold it. So then I had to drive another 45 min in the other direction. Spent an hour telling them I don't want their plans and all FINALLY GOT THE PHONE. this is on top of all the bull**** I wet through yesterday. I absolutely hate Verizon after these days, it is not a coincidence at this point when I've gotten absolute **** poor service from over 6 local Verizon stores. I'm just glad its over now, the Icon is an absolute beautiful device! I'm loving every minute with it!
    palandri and aximtreo like this.
    02-22-2014 01:17 AM
  4. Martog's Avatar
    Glad you finally got the phone. I had to settle for white 928 as I am unable to hit up a corporate store on workdays due to 45 minute drive from my house. I wanted to see the 928 before I got it, I did not even bother looking at the Icon in person, just straight up ordered it right at midnight and got overnight delivery. Man, FedEx didn't even ring the doorbell and left a note on the door. I called up and gave them heck about it, so I signed the door tag, left it on there, the guy actually ran the doorbell when he did come, but he was already back at the road getting in his truck when I got to the door, probably pissed he had to come back out here. I know they have quota's pushes on from higher ups, but after having UPS leave my Xbox One on my doorstep when people were home and never ran the bell, yeah it gets old fast.
    02-22-2014 01:06 PM
  5. willied's Avatar
    I know what you mean about delivery services. They used to wait at the door for a bit, but now it seems like they're playing ding-dong-ditch. I can understand though as it saves them time which equals money.
    02-22-2014 04:50 PM
  6. jugghead62's Avatar
    I have left a note for the fedex driver allowing him to leave package in designated area.
    I also left order number, tracking number as well and they have left verizon phones on my door step before.
    Worth a try!
    02-23-2014 09:31 PM
  7. lancepr's Avatar
    My store got 3 in, I got the last one. The sales rep knew about the phone and was excited about the Icon.
    I love windows phone, but to only get 3 phones in does not exude confidence in the platform.
    02-24-2014 07:21 AM
  8. w4rmk's Avatar
    So the end of my story. .......
    Wow what a nightmare! Microsoft's retail stores are so much easier! I went over on my lunch hour on launch day and I was helped immediately and it took about 10min total. When I told the sales lady I wanted the no contract price no additional questions were asked. She didn't even take the phone out of the box (or pull the unactivated sim card). Also the Microsoft phone warranty is awesome! Just smash your phone and get a new one for $50! Who needs screen protectors or cases, they cost half the price of a replacement phone. Note - you can only get 2 replacements over the 2 year period.

    I remember when the 1520 came out I went over to the AT&T store to get one off contract, what a pain compared to the Microsoft store experience. It's so much better to NOT deal directly with the wireless companies. The same advice applies to Apple iPhones, much easier/more enjoyable experience to buy from Apple store than wireless carrier.
    02-24-2014 10:27 AM
  9. berty6294's Avatar
    Wow what a nightmare! Microsoft's retail stores are so much easier! I went over on my lunch hour on launch day I was helped immediately and it took about 10min total. When I told the sales lady I wanted the no contract price no additional questions were asked. She didn't even take the phone out of the box (or pull the unactivated sim card). Also the Microsoft phone warranty is awesome! Just smash your phone and get a new one for $50! Who needs screen protectors or cases, they cost half the price of a replacement phone. Note - you can only get 2 replacements over the 2 year period.

    I remember when the 1520 came out I went over to the AT&T store to get one off contract, what a pain compared to the Microsoft store experience. It's so much better to NOT deal directly with the wireless companies.
    My problems with Microsoft complete is that there are no stores within an hour of me, and when you try to go through the Microsoft complete (at least with my Xbox this was the issue) they make you go into the store unless you pay for shipping. But I remember from when I got my 928 at a Microsoft store, such an awesome experience took like 10 minutes like you said!
    02-24-2014 10:30 AM
  10. Zippier's Avatar
    I have left a note for the fedex driver allowing him to leave package in designated area.
    I also left order number, tracking number as well and they have left verizon phones on my door step before.
    Worth a try!
    You can also sign up at Fed Ex and login from your PC or mobile device giving them permission to leave an "en route package" at the door when it arrives.
    02-24-2014 12:22 PM
  11. Zippier's Avatar
    .....so I had to call my mom to come up. 45 min later she gets there.....
    Did you buy this nice lady dinner?

    Glad you're loving the phone!
    02-24-2014 12:23 PM
  12. radmanvr's Avatar
    Finally got my Icon. FedEx delivered it to the wrong place not 1 Icon but 2 Icons to the wrong place. I was running around trying to find out who signed for and was able to track down the person that signed for it. I didn't know who there were and I didn't know what they look like but I was going to find them and get my phone.

    Turns out they delivered it across the street to a different apartment complex and I was able to retrieve it without any issue.

    I powered up my device reading all the instructions but was not able to activate my phone so I went out to the local Verizon which is a corporate Verizon and a young man took care of me. I listed all my issues and he was able to resolve all of them in a timely fashion. He also helped my wife with some accessories by letting her try them on and at the end he held the door for us to let us out.

    This is why I love Verizon, not none of this T-Mobile stuff, "crap more customers"
    02-25-2014 07:54 AM
  13. berty6294's Avatar
    Did you buy this nice lady dinner?

    Glad you're loving the phone!
    I actually did! Haha howd you know?
    02-25-2014 11:19 AM
  14. antsin3d's Avatar
    OK, so I've also been dealing with amazing(ly bad) customer service trying to get this phone. At every step I was given wrong information that caused me to make the wrong decision. Here's the rundown.

    My goal was simple: take advantage of the open enrollment period in Verizon Edge and upgrade to the Nokia Icon phone. A phone is just a phone, and not worth being dramatic about. However, being mislead and given a stream of false promises by a company is. Here is the timeline.

    Last Friday I went to the Rockville, MD store to do the deal. They had an hour wait time, so I took the initiative to go online to ask if it was possible to order there and just pick up from the stock in the store. They said no, but I could try calling, since they have more flexibility (is that true?). So I called and waited 20 minutes while running errands. The lady on the phone was pleasant. I repeatedly stated that I wanted to be able to pick up the phone from the stock in the store. She lead me on a lengthy process, only at the end of which she stated that they cannot sell from or ship to the store. Waiting until the end to tell me this is sneaky, but she promised to get it to me Monday. I agreed since it was getting late and I just wanted to be done with the deal. I asked whether that was accurate since it was already after 6PM, but she said it was.

    Saturday comes and I haven't seen a Fedex tracking number, so I go online to chat. I am again assured that it will arrive Monday, the rep stating that Saturday counts as one of the two days of the two day shipping. I again give him the benefit of the doubt and go on with my weekend.

    Monday comes and there is no phone. In fact it won't be there until Wednesday. I call up and wait the 20 minutes, then cancelling my order since I had been deceived by two service reps. In doing so I ask the new rep if I would be able to walk into a VZW store and buy the phone that evening. He assured me I would, so I thanked him and drove to the Bethesda store, since the Rockville store was sold out at this point.

    I walk into the Bethesda store and they could process the order since the other phone is with Fedex already. The store worker calls in to customer service and we wait 20 minutes. The first rep says he can't help me, so I ask to speak to a supervisor. J******.M******@verizonwireless.com is the one I spoke to. He says that he will mark the phone as having
    been received already, so that we can process the order in the store. I would have to make sure to send the original phone back ASAP and email him the tracking number, or I'd be billed for the retail price of the phone. That's fine, I'll pay the Fedex back if I can get my phone tonight.

    They remove part of the hold (the phone being out), but do not remove the Edge contract from my account, rendering the store rep helpless once more. We call back. We wait 20 minutes. It's past 10PM now and the store lights are off. The final rep tells us that the contract hold can only be lifted once the loading dock indicates the phone has been received. This seemed like nonsense to me as well, since the supervisor had already indicated in the system that it had been received. However, it was late, everyone was physically and emotionally exhausted after so many broken promises, and we called it a night. As a side note the local store rep told me they didn't ticket or tow cars parked across the street that late at night. A $45 love note from the city police waiting for me when I left the store says otherwise.

    So here I am, a phone I can't use on its way, a contract I can't get rid of until I pay to have it shipped back, and no phone. All because people promised things that weren't true, wanted to make the sale and/or get me off the phone quickly, and were just honestly ignorant of their own systems. People pay a small premium for Verizon. In exchange they expect the best coverage and the best service. Coverage has been great. The service has been an absolute outrage.
    02-25-2014 01:27 PM
  15. flackberry's Avatar
    Sounds like some BS. That is exactly why I despise setting foot inside a Verizon store. If I were in your shoes I'd call the Verizon customer service number and when the automated routing asks you what you need say "cancel service". That should get you to a retention rep where you can threaten to cancel your service and voice your frustration. Its worth a shot and they may be able to at least help you credit some of that associated cost for shipping, etc.
    antsin3d likes this.
    02-25-2014 01:42 PM
  16. radmanvr's Avatar
    @Antsin3d Wow that is ridiculous, I have never had such bad experience at Verizon and I am picky as hell, says my wife. That's crazy how other Verizons across the country are treating us like garbage.
    antsin3d likes this.
    02-26-2014 07:41 AM
  17. berty6294's Avatar
    My horrible experiences were in multiple Maryland Verizon stores too! Not saying Maryland has anything to do with it, but its pretty funny!
    antsin3d likes this.
    02-26-2014 08:58 AM
  18. antsin3d's Avatar
    Lol, I like the people and countryside in MD - the VZW stores and $0.05 plastic bag fee not so much (just moved from Florida in November....brrrrr). So VZW is covering return shipping if I'm not able to refuse shipment, which will happen today. Their supervisor called me and said to let him know when that was done and he'd try to get the contract removed ASAP. I think lodging formal complaints, complaining on Twitter, and emailing every regional suit I could find might have helped. :P Gotta say, TMobile was looking mighty tempting, but in the end their signal is cruddy. Thanks peeps!
    02-26-2014 09:10 AM
  19. tgp's Avatar
    (just moved from Florida in November....brrrrr)
    You should've waited until May to move north!

    I think lodging formal complaints, complaining on Twitter, and emailing every regional suit I could find might have helped.
    I've found Twitter to work the best. I've done it a couple times recently with Sprint & Net10, and I got prompt & helpful responses, unlike their respective Customer Service.
    02-26-2014 11:38 AM
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