I am a geek, always have been. I retired from the IT “game” in 2014 after over 20 years. I now primarily use an iPad for email, social media and playing games. Don’t use a PC unless it is something I can’t do on an iPad and that isn’t much these days.
During my time as an IT Professional I went from DOS to Windows 10 and supported Linux, Unix, iPhones, Mac’s and Mac Servers and even Cloud apps
I gave up on having a Land Line phone when I moved to Phoenix in early 2011. Until today, I was using an iPhone 5C. The ringer and speaker quit working consistently about a year ago and I had to have the battery replaced about 18 months ago. Before that I had an iPhone 4 which was my first smart phone.
This past week with a lot going on, I decided that my one person protest on the price of phones was just hurting me so I decided to consider purchasing a new iPhone 8. I researched on line and chatted with TMobile and Verizon.
On the TMobile WebSite it said get an iPhone X today for $279. When I asked about this promotion, I was told the “down payment” on the phone was $279 and then you made payments for the balance. When I said that was misleading, the person I was chatting with disconnected from me.
I am currently a Verizon customer and looked at all the promotions and free deals and after considering everything, decided to stay with Verizon and combine mine and Patrick’s accounts and purchase the phone.
By combining the accounts, I could save each of us about $20 monthly which would go a long way toward covering the monthly cost of the phone.
I decided it would be easier to go to the Verizon store and update the plan and get the phone face to face. I called the store and was told they were not very busy and it was a good time to come.
When we got there we only waited about five minutes for someone to help us. When I told them what I wanted to do, the woman waiting on me said the first step was to update and combine the accounts. I said “OK” and they led me over to a counter with a phone and said “call this number and tell them you want to combine accounts.” Because we were combining Patrick’s account (also Verizon) with mine, he had to confirm that it was OK with him. I said can’t you do this for me and was told “no” that had to be done by me over the phone.
Then she walked off and left us to call. I called the number and got the person on the phone and told them what I wanted to do and confirmed that the costs was what I had discussed with the On-Line and in store rep. Then Patrick had to get on the phone and confirm his identity and that it was OK for me to add his number to my account and cancel his account.
Then the rep on the phone had to text me verification codes so I could prove who I was. He texted two codes and then had to email me the agreement and I had to confirm. I said couldn’t the store rep just verify who I was since I was standing in the store and was told “no” that’s not the way we do it.
I received the email and was trying to verify and it was just spinning, so he said I needed to get on the instore WiFi which I did. Then he said it wasn’t working because my old iPhone needed updates. I tried to explain to him that it was a 5C and it was updated but did not support an update to IOS 11. He said until you update the IOS on your phone, it will not work. He didn’t seem to grasp that I couldn’t update the IOS on the iPhone 5C. At that point, I asked Patrick to find a Verizon person to help us. A person came up and when I explained the problem, he just shrugged and said it won’t work on this phone. He offered no solution and I was about 30 seconds from hanging up the phone and going somewhere else, but decided it really wouldn’t be any easier and I was already into this, so I suggested he send the verification email to Patrick’s iPhone (which is newer) and I would respond from there.
In sending the email to Patrick, the person on the phone evidently didn’t know what he was doing and instead of the verification email, he sent Patrick an email saying that I had denied accepting his number being merged into my account. When I questioned that, he said that he had made a mistake and he then sent the correct email (about email #7 by this time) and I was able to confirm.
We finally had that part done and then the Sales Person came back and got the new iPhone 8. She suggested I buy a case and screen cover and I agreed. Then she asked if I wanted her to put the cover on, I said “yes” and she did. Then she tried to sell me the protection insurance on the phone at $13 a month, which is $149 deductible. I declined and then she rang up the “extras” which I was going to pay for and it was $119 plus the monthly fee for the new phone.
I paid the $119 and got the receipt. I said so will you set the new phone up and she said “no, you just take it home and restore the backup from your old phone.” At that point I was so disgusted, I said “fine” and we left.
The phone is all set up, account changed and I have verified everything is correct. So here are my thoughts on the process…
If the Verizon store reps can’t help you with changes to your account, what happens if you are not able to figure out what you need and how to verify your account?
Why was I charged a standard $30 upgrade fee, when all they did was hand me a phone in box? (I found out this is a fee that covers the fact that you no longer have to have a two year contract.)
When I asked if there were any charges for changing the account, I was told “no” but there are $10 in charges for AZ Transfer Private Service. It seems this is some kind of State Tax.
I am tech savvy, so for me jumping thru the hoops wasn’t that bad…just irritating. And now that it is done, I have accomplished what needed to be done.
And tonight after everything was completed my final thought is—
Are we really living better?
I thought of the days before cell phones and smart phones when we called the local telephone company (like Southern Bell) and a nice man in phone company truck came out with a phone in a box and connected it up for you.
Yes, smart phones give us instant access to a lot and yes it has value, so what is it that we have lost?
The personal touch, someone being helpful, dealing with professionals who know the product and service, honesty.
And I am sad for all of you who don’t remember when there actually was customer service