Annoyed. My First Vent of the New Year

[Pink Partridge]

This one is on your husband

Shhh. A part of me has been secretly blaming him a teeny tiny bit. I'm all kinds of frustrated over this situation.

 

[Mackenzie Click-Mickelson]

Or I ask to escalate to a supervisor. That often works.

When I was in the call center for the insurance company this one always sucked...wanna know why? Because it went a mark against ME when I legally couldn't do something. Now if it was an issue with my demeanor that's different but if I'm just telling you what I can and can't do don't assume 100% of the time it was laziness OR that escalating to a supervisor means it. Don't get me wrong I've had to do the supervisor thing sometimes but there are people out there who just do it all the time no matter what just because they didn't like the answer they got. Heck sometimes I would get "I want to speak to your supervisor" before I could get in a word. What I had to do was attempt to get the reason why to see if I could solve the issue on my own because again stuff like that goes against people's performances (sometimes warranted but def. not always).

 

[DLgal]

Just keep the darn phone. Companies build this kind of mistake into their business costs. Free phone. Just don't try activate the SIM card.

 

[sam_gordon]

When I was in the call center for the insurance company this one always sucked...wanna know why? Because it went a mark against ME when I legally couldn't do something. Now if it was an issue with my demeanor that's different but if I'm just telling you what I can and can't do don't assume 100% of the time it was laziness OR that escalating to a supervisor means it. Don't get me wrong I've had to do the supervisor thing sometimes but there are people out there who just do it all the time no matter what just because they didn't like the answer they got. Heck sometimes I would get "I want to speak to your supervisor" before I could get in a word. What I had to do was attempt to get the reason why to see if I could solve the issue on my own because again stuff like that goes against people's performances (sometimes warranted but def. not always).

In theory, and probably in practice, supervisors CAN do more than "front line" CSRs. If your (general) company is set up that any elevation to a supervisor results in a mark against the front line CSR, that's a problem with the company. As a caller, I'm not going to worry about your (general) "grade". I want someone to solve my problem. I might ask immediately for a supervisor if it's a repeated call I've made and I know the front line CSR can't solve it (could be the same issue I've been fighting or a repeating issue).

 

[Mackenzie Click-Mickelson]

I'm going to go halves on this one

I think there is a limitation to call center employees in terms of what they can and can't do. It very well could be that the call center is unable to order a box (and pre-paid) to send to the customer. A call center is not a warehouse it's usually just cubicles. So I'm guessing the reason the suggestion was to go to the store and the denied request for a box is less to do with the company as a whole and more to do with their physical limitations and prevue of job roles. A store def. is going to be able to send the phone back, they deal with this stuff all the time so I totally understand this suggestion. Remember most call centers are just cubicles.

I know companies can send stuff, my husband traded in his S9 when he got an S21 (and he's with Verizon) but IIRC it was done during the process in exchange for a discounted price on the S21. They sent IIRC just an envelope sleeve (like those plastic ones) separately I don't remember it being an actual box. If he didn't send his old phone back they just charged the remainder of the price. But that I could see is basically the system communicating out that this department/facility needs to send this customer a bag to send back their phone. In this case the OP got an extra phone so not part of the normal process.

The time for response was more than likely either of 2 things or both: multiple chats going on (this was the case for the Chat Team at the insurance company who was supposed to handle up to 3 chats at once) and/or trying to find a solution to the OP's issue. On the other hand I get it silence whether on chat or phone sucks, although sometimes I'm like I don't need the person checking in with me every minute on chat lol but I appreciate the attempt.

I do agree with the interaction between customer and customer service rep. There really can be bad reps and there can be bad customers. I don't have a clue which one this falls under and don't want to presume but I can see how it can be frustrating for both parties here. I agree I would not pretend to return the phone because I'm a nervous nelly on that stuff and nope it would be the case with me for sure it would return the phone I'm actually trying to keep.

Unfortunately OP as much as I know the solution sucks and there's reasons why you wouldn't want to I would take it to the store, a good suggestion was given in regards to a discount, could be a credit to your account for all of it. If you kept the phone what would you do with it?

 

[prairie_girl]

Again, lie that I am returning the wrong phone is a solution?

Drive 14 miles on my own dime and time and return their mistake is a solution?

They aren't good solutions for me. Why would I agree to them?

That's not Verizons problem that they don't work for you. Do you really think they have a 50,000 solution chart to accommodate every single situation? The rep told you what your options are.

To get it over with.

Exactly. Sure, vent about it online, it's what we all love to do ( me included) but at the end of the day if I'm determined enough I'll find a way to get it done.

When I was in the call center for the insurance company this one always sucked...wanna know why? Because it went a mark against ME when I legally couldn't do something. Now if it was an issue with my demeanor that's different but if I'm just telling you what I can and can't do don't assume 100% of the time it was laziness OR that escalating to a supervisor means it. Don't get me wrong I've had to do the supervisor thing sometimes but there are people out there who just do it all the time no matter what just because they didn't like the answer they got. Heck sometimes I would get "I want to speak to your supervisor" before I could get in a word. What I had to do was attempt to get the reason why to see if I could solve the issue on my own because again stuff like that goes against people's performances (sometimes warranted but def. not always).

Nowaday, most reps have the same power the supervisors do. Dirty little secret, lots of times when an actual supervisor isn't available, the person sitting next to you is made an honourary supervisor for that call.

In theory, and probably in practice, supervisors CAN do more than "front line" CSRs. If your (general) company is set up that any elevation to a supervisor results in a mark against the front line CSR, that's a problem with the company. As a caller, I'm not going to worry about your (general) "grade". I want someone to solve my problem. I might ask immediately for a supervisor if it's a repeated call I've made and I know the front line CSR can't solve it (could be the same issue I've been fighting or a repeating issue).

More and more, reps are given the same powers as supervisors.

 

[Mackenzie Click-Mickelson]

Nowaday, most reps have the same power the supervisors do. Dirty little secret, lots of times when an actual supervisor isn't available, the person sitting next to you is made an honourary supervisor for that call.

That's probably true although most of the stuff I dealt with was regulatory issues, things that if I did it it would put the company out of compliance because somebody was mad that we had to charge for an accident or how dare we raise the premium this amount, etc. It was more just that some people tend to jump, leapfrog across the chain of command as a matter of habit that I was commenting about.

In terms of honorary supervisor I can tell you that couldn't happen at the insurance company as it wasn't structured like that but I do know (at least according to FB) my friend who works for an after hours/forwarding call service def has pulled in the coworker next to them when some complaint has arisen and no supervisor was actually available.

 

[Pink Partridge]

That's not Verizons problem that they don't work for you.

They made a mistake. It is their problem.

... but at the end of the day if I'm determined enough I'll find a way to get it done.

I am not at all determined to fix this mistake. I want to do the bare minimum.

 

[RedAngie]

To get it over with.

It’s already over with. Verizon offered unacceptable resolutions and don’t appear interested in getting the extra phone back.

Just keep the phone and forget it.

 

[White Cat]

I am not about to do something I shouldn't have to do for a company that can't even help me return their mistake. That is not life. At least not for me.



I am a passenger in a car driving my child back to college. I have all the time in the world right now

You see, for your child, you will drive to the ends of earth. For a multi billion dollar company that wants me to fix their mistake? Not so much.

Thanks everyone for allowing me to vent. I appreciate all of the responses, even the ones I don't see eye to eye with.

Then don’t do anything. We all live busy lives. Things happen. Really that’s minor.

 

[GreatLakes]

While I doubt most call center reps can get a prepaid box out to a customer any rep should be able to generate and email a return mail label to be sent electronically. If they can't do something that simple there is a problem higher up the company. A rep should be empowered to solve a problem within reason, not just read down a script.

If the company doesn't want the item back they should just say that. I've had quite a few items that shipped to me by mistake, including multi-thousand dollar enterprise computing items, that when I called to return them the company said to just keep or donate the item. This happens a lot with UPSs due to their batteries and shipping restrictions around them.

This happened to us with an Amazon purchase. We purchased one toy for our son but they shipped an entire box of them. I think it was 6 or 8. I called and they said to just donate the ones we didn't want to a charity or give them to friends. As a PP mentioned it is also more costly to process the return than eat the loss but say that and be done.

 

[Imzadi]

Legally, stores can't charge you for items they accidentally shipped you. Violates the fair trade act...

THIS. ⬆⬆⬆ There is an actual law that if you get sent something in the mail that you did not order or request, the other party cannot charge you.

The IMEI number should be on the box, at least it has been for every phone I've ever bought. Not the shipping box but the actual phone box.

The IMEI number should be on the actual phone. Take out the SIM card if there's one in the phone. Turn the phone on. This doesn't automatically activate the phone with service, especially if there is no SIM card inside. If people aren't aware, one can use all the other features/apps in UN-activated cellphone. They still work with no active cell service.

Go to settings. On an Android phone scroll down to "About phone." Click on that and there should be a listing for the IMEI number. Many times on phones where the batteries come out, it's a sticker underneath the battery. iPhones should have a listing in the phone similarly. They aren't only on the box. Otherwise every time a person throws the phone away, there would be no way to find the IMEI number.

I found it. I had to take a picture and blow it up to read. But I found it. My eyes are getting worse with age

You didn't give them the number did you? As long as they don't have the IMEI number, they can't charge you for a phone they can't seem to even prove you have.

Wait for them to contact you back if they do have the IMEI number. Go back and read my first response above and Google for the law. When Verizon calls/emails you back, cite the law and tell them if they want the phone back, to send you the materials you need, pre-paid to send the phone back. Their mistake, they need to fix it.

 

[prairie_girl]

THIS. ⬆⬆⬆ There is an actual law that if you get sent something in the mail that you did not order or request, the other party cannot charge you.




The IMEI number should be on the actual phone. Take out the SIM card if there's one in the phone. Turn the phone on. This doesn't automatically activate the phone with service, especially if there is no SIM card inside. If people aren't aware, one can use all the other features/apps in UN-activated cellphone. They still work with no active cell service.

Go to settings. On an Android phone scroll down to "About phone." Click on that and there should be a listing for the IMEI number. Many times on phones where the batteries come out, it's a sticker underneath the battery. iPhones should have a listing in the phone similarly. They aren't only on the box. Otherwise every time a person throws the phone away, there would be no way to find the IMEI number.




You didn't give them the number did you? As long as they don't have the IMEI number, they can't charge you for a phone they can't seem to even prove you have.

Wait for them to contact you back if they do have the IMEI number. Go back and read my first response above and Google for the law. When Verizon calls/emails you back, cite the law and tell them if they want the phone back, to send you the materials you need, pre-paid to send the phone back. Their mistake, they need to fix it.

Say I go to WDW in two weeks. When I get home, I realize I left my ring by the bathroom sink in my hotel room. I call the 800 number to see if it’s been turned in. Good news, it has been! The rep on the phone says if I want the ring back, I should send a pre paid shipping label and a box for them to return the ring. Would you send the box and label? It is your mistake after all…

ETA- to make this more aligned with the original issue, it is WDW who called you to tell you you left your ring in your room. They require a box and shipping label to return your ring to you.

 

[Mackenzie Click-Mickelson]

There is an actual law that if you get sent something in the mail that you did not order or request, the other party cannot charge you.

TBH I know people are citing that law but I do believe it's for unsolicited unordered mail. The Federal law such that I see it written is about unordered merchandise. I don't (unless there is something written in the law) think it's about duplicate merchandise that you ordered. The OP in this case ordered the item but received two of it, there wasn't ill intent done either which is what the law is there to help prevent. Is there another law people are talking about that I am missing?

 

[wenrob]

Say I go to WDW in two weeks. When I get home, I realize I left my ring by the bathroom sink in my hotel room. I call the 800 number to see if it’s been turned in. Good news, it has been! The rep on the phone says if I want the ring back, I should send a pre paid shipping label and a box for them to return the ring. Would you send the box and label? It is your mistake after all…

ETA- to make this more aligned with the original issue, it is WDW who called you to tell you you left your ring in your room. They require a box and shipping label to return your ring to you.

This is not even comparable, lol. You leaving your property is your responsibility and your problem to figure out. If you want it back you need to provide the means to do it. The OP did not request this phone. She’s trying to do the right thing and they’re making it hard for her to do that. If Verizon wants the phone back it’s on them to provide a way to get it.

 

[AgentMama]

TBH I know people are citing that law but I do believe it's for unsolicited unordered mail. The Federal law such that I see it written is about unordered merchandise. I don't (unless there is something written in the law) think it's about duplicate merchandise that you ordered. The OP in this case ordered the item but received two of it, there wasn't ill intent done either which is what the law is there to help prevent. Is there another law people are talking about that I am missing?

There doesn't have to be ill intent, the law applies to both intentionally and unintentionally shipped extra items.

 

[Mackenzie Click-Mickelson]

There doesn't have to be ill intent, the law applies to both intentionally and unintentionally shipped extra items.

I didn't say there had to be was just saying that's the behind the reason or at least one reason for the law, Verizon certainly didn't have ill intent here. Would you mind linking up the duplicate item part as I said to my knowledge I didn't see that in there but I could have accidentally skipped over it in my brief search.

 

[Imzadi]

Say I go to WDW in two weeks. When I get home, I realize I left my ring by the bathroom sink in my hotel room. I call the 800 number to see if it’s been turned in. Good news, it has been! The rep on the phone says if I want the ring back, I should send a pre paid shipping label and a box for them to return the ring. Would you send the box and label? It is your mistake after all…

ETA- to make this more aligned with the original issue, it is WDW who called you to tell you you left your ring in your room. They require a box and shipping label to return your ring to you.

This is not even comparable, lol. You leaving your property is your responsibility and your problem to figure out. If you want it back you need to provide the means to do it. The OP did not request this phone. She’s trying to do the right thing and they’re making it hard for her to do that. If Verizon wants the phone back it’s on them to provide a way to get it.

Prairie_girl I get the intent of your example, although I think it's a bad example. I agree with wenrob. If you left your property, it is your responsibility and your problem to figure out how to get it back, and yes HELP make it easy for the other party to send back your own item. They are doing you a favor.

Likewise, Verizon accidentally sent a $900 item and if they want it back, they should help make it as easy as possible to get it back.

 

[WebmasterMaryJo]

I agree with wenrob. If you left your property, it is your responsibility and your problem to figure out how to get it back, and yes HELP make it easy for the other party to send back your own item. They are doing you a favor.

Likewise, Verizon accidentally sent a $900 item and if they want it back, they should help make it as easy as possible to get it back.

This actually happened to me, though it was a favorite pillow I left at the lodging. They shipped it back to me on my dime, and I was happy to pay it.

 

[Imzadi]

This actually happened to me, though it was a favorite pillow I left at the lodging. They shipped it back to me on my dime, and I was happy to pay it.

Yes, I was thinking, if it was a beloved item, I'd certainly be willing to pay to have them ship it back. And I'd be thanking them profusely for doing that.