I went into the Go Wireless store on W. 11th in Eugene on 9/12 to buy a phone. I asked for one comparable to my ASUS zenphone. Andrew C. sold me a galaxy A01. He was boastful in an off-putting way as well as heavy-handed in his communication and demeaner. I was never told the phone had only half the storage of my zenphone. Since then, I have had more than 5 other Verizon/Go Wireless employees agree that it was a bad call on his part and very poor salesmanship.
When I learned on day 26 that my new phone's storage capacity was completely full and that the capacity was a mere 16 GB, I was shocked. I had only downloaded about 3 apps and 1 game. I returned to the store to get a return on 10/11. Andrew C's only solution was that I pay off the phone in full and buy a new one! He offered no other solution and was defensive and argumentative. He was rude and never apologized.
I came back the following day to speak with the manager, Samantha. She told me I had to go to the corporate store in VRC if I wanted to return the phone, because she was unable to do so after the 14-day return policy.
I went directly to the VRC store. 3 employees there immediately were confused and dismayed that she sent me there, because they do not have access to Go Wireless records nor use the same software program, and so were unable to help. They tried their best and got through to someone higher up in Go Wireless. This person, named Matt, sent an escalation form to the W 11th store, stating that it was their obligation to resolve the issue within 3 business days. Nobody ever contacted me within that time, so I spoke with Matt again over the phone. He increased the level of the escalation form and sent one to the district manager named Jason, who then had the responsibility to resolve the issue within 3 business days. Again, nobody contacted me. In the meantime, since it was taking so long, I had to buy a new phone from the VRC store, because I had important travel plans that required apps being downloaded.
After my trip, I was directed by the Verizon Customer Service phone line to go back to the W 11th store and return the phone in its original box and get a receipt. They would then reimburse me electronically. I went into the W 11th store on 10/27 and had the worst customer service experience in all my life. Andrew C started off by saying very loudly that he would not return the phone under any conditions, period. He ended up having to return the phone despite his proclamation. His behavior was extremely unprofessional. He was rude, hostile, combative, demanding, and so openly bullying that it bordered on verbal abuse. I could not believe me eyes and ears! I have never heard of an employee acting so egregiously! He literally said "Goodbye" and "Leave" several times while I was trying to say something, while gesturing at me like a stray dog and rolling his eyes. There is absolutely no excuse for this type of behavior in a customer-service position. The manager, Samantha, witnessed it all and did not say or do a single thing to stop his abuse.
I will never ever go back to that store, and for your sake, I recommend you don't either. I would hate for someone to be treated the way I was just for trying to take care of business! ALWAYS go to a CORPORATE location (VRC or Coburg Rd) where they understand what customer service is! read more
