Created By:	HopewellNJ	Last Reply:	HopewellNJ
Priority Level:	[High]	Status:	[Open]
Created:	9 years ago	Last Updated:	9 years ago
Department:	N/A	Replies:	0
Product:	customer service

Manager Mohammad (I believe) is atrociously demeaning and rude. Went into the store on October 26, 2014 for sole purpose to replace my daughter's I Phone 5 (for the second time!). The manager Mohammad comes over, recognizes us from the first time, and quickly says he will replace my daughter's phone on the spot. After asking why the first replacement failed ... ha rudely said, you're getting a brand new phone, what's the problem? He then said, as Loyal Customers, we are entitled to a totally free IPad Air. What;s the catch i asked; noting is free. It is he said, and what part of that are you not getting, I said because there is no such thing as free - as far as the majority of the planet has experienced,

When I asked him to explain how it is that my bill would not go up, not even a dollar ... he started writing a bunch of numbers on the paper talking data plans, etc. He was able to pull up our usage data, and suggest that we could even reduce our date a bit and actually save a little money.

that sounded great, but i was still skeptical and told him so, in front of my 15 year old daughter and a younger sales associate who first came to assist us. I have her name but will not use - she was very nice. the Manager was doing all of the talking at this point. SO we went over it again ... and not the numbers he was scribbling down ... I made him look me in the eye and confirm - daughter gets new device, I get the customer loyalty IPad free of charge, and we actually save a few bucks a month lowering the collective data plan?

I asked this of him three separate times. During the third such exchange he grew downright rude, stating, "I don't know why you are not understanding this?"

So, to "protect myself" I said, OK, we have two witnesses here. Based upon your representation to me ... I walk out of here with her new phone and my new I pad ... and we pay zero, correct? Yes. Zero now, zero forever, right? Yes, that's correct. All because I am a loyal customer, right? Exactly, he said.

Once more to him: I am promising you that if so much as an additional dollar or obligation on my part shows up on my next bill, i will be back here and I will be filing a complaint.

So, we happily walked out with the new phone and new IPad.

On November 20, 2014 we received our new Verizon bill, with a number of cryptic charges ... bringing our typical $338 bill to $515.

My wife called VZ immediately. The first rep was clueless and had to put on another rep. The second rep was nicer and apologetically told my wife that the 14 day return policy had expired. What 14 day return policy she asked? The IPad was a free gift for customer loyalty. Why would we need to return the free gift? And, when my wife explained that there were additional charges on our bill, the nicer rep told my wife that the Manager totally got over on us. The rep again apologized and said the only form of redress would be to now FAX a letter to Verizon. I am doing so tomorrow and intend to take ALL my business elsewhere if the situation is not rectified. I know I know, you sign that long (3 feet) of paper that comes scrolling out of the machine ... but I did not, nor does anyone sit there and read the 3 feet of small print that scrolls from that handheld receipt machine they put in front of you. AND, in this case, before signing the receipt I specifically stated to the manager, I am only signing these based upon your representation that [everything repeated several times above]. So we're good, right? Yes, just sign.

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