I’m not one to really bash a company. Save for US Airways anyway, which has carved their own little nook in my jaded, consumerist heart. US Air and I have a mutual hatred for each other. They hike up prices and delay flights under the blanket excuse of ‘delayed,’ and I refuse to pick up my trash from the seat pocket in front of me. Admittedly, it’s a battle I’m currently losing.
Every so often, we as customers have a shitty experience. Three times a week, I have to listen to a colleague complain about her cable bill, which I suppose is slightly more tolerable than listening to her give a twenty-five minute run down of last night’s Big Brother episode. Yeah, apparently Big Brother is still on the air.
Point is: customer complaints are as boring as another person’s fantasy team or a Sunday mass during Ordinary Time. (Seriously, let’s skip the foreplay and jump ahead to Advent already). So perhaps I’m taking a leap of faith here, subjecting you to a post about Verizon and two hundred dollars.
Some background. It my was my girlfriend’s birthday two weeks ago, and I bought her a gift card to Verizon.
Nice gift, Dave. Was Target fresh out of oven mitts?
Since you must know, I thought this gift card was a terrific gesture, one of my best ever actually. She desperately wanted an iPhone, and I, her heroic knight, provided her with the unattainable gift of practicality - and that is not something you can put a price on. (But if I had to ballpark it, I would say practicality costs around $200). I am not a Verizon customer; therefore, an iPhone would cost me the retail price of $600. For my girlfriend, however; a Verizon customer due for an upgrade, the iPhone would cost her $200.
Well, she thought she was due for an upgrade. We went to the Verizon store in Boston last Saturday, and were told the grim news. She wasn’t eligible for an upgrade until February. Ok, so the gift card blew up in my face. No, big deal. I’ll return the gift card Monday, cook her dinner, buy her some sneakers, DVR the Rachel Zoe Project. Yes We Can Still Salvage This.
Monday
I return to the Verizon store. Explain the situation. Bring the gift card, the little red pouch it came in, and my receipt. I had paid in cash, because I didn’t want to leave a paper trail. Actually, I just wanted to use the phrase, “because I didn’t want to leave a paper trail.” I still had the receipt after all.
Associate Peter spends thirty minutes processing the refund. He works in complete silence. No big deal. I’ll just browse your vast selection of phone chargers here for a half an hour. I’m in no rush.
“I’m sorry, sir. We can’t give you a refund today. We have no money in the store.”
Wait, wh—
“The lunch time rush hasn’t hit yet. I would come back again after work.”
You don’t have even a dollar in the store?
“No, sir.”
But this phone charger here costs thirty dollars. What if I pay with two twenty dollar bills? Would I get change?
“Not today, sir.”
And this problem has never come up?
“Not with me, sir.”
I’m baffled. Every answer Peter gives me only raises three more questions. Alas, my lunch break is over. I’ll try again Tuesday after work.
Tuesday Night
I return to the Verizon store. Explain the situation. Bring the gift card, the little red pouch it came in, and my receipt. I had paid in cash, because I didn’t want to leave a paper trail. Actually, I just wanted to use the phrase, “because I didn’t want to leave a paper trail.” I still had the receipt after all.
I don’t remember this associate’s name, but I remember Peter.
“Who helped you yesterday? Asian Peter or white Peter?”
Are we really having this conversation, Verizon?
“It’s ok. You can answer.”
Um…Asian, I whisper.
Two employees work on this refund for forty-five minutes. Sure, it may seem like a long time, but consider the ambiance I’m experiencing on the house.
“Sorry, sir. There appears to be a system glitch.”
A glitch? What’s the problem?
“It looks like Peter successfully processed the refund yesterday – “
But I never got my money.
“I know that, sir. But the system is reading that you did. So we can’t process the refund because there is nothing to process. This gift card has already been voided.
So this means…
“We’re going to file a help desk ticket with the IT department. This is going to take between twenty-four and forty-eight hours.”
Whoa, whoa, whoa. Why don’t you just open the register?
“We can’t.”
You can’t open the register? Can’t you just hit a button?
“No, sir. It doesn’t work the way.”
Do you have money in the store today?
“Yes, sir.”
Well, that’s a start.
They take down my number. Promise to call me in 24 to 48 hours. Blood is boiling.
Friday Afternoon
Still no phone call. Verizon is waiting me out, stalling, lulling me to sleep with the proficiency of a Steve Trachsel start. I call the store. Explain the situation.
“Oh, you, the $200 gift card guy. We were just talking about you.”
I’m notorious.
“Let me put you on hold for a second. See what my manager came up with."
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Sixty-five minutes later, I’m still on hold. Let me say that again. SIXTY-FIVE MINUTES LATER, I’m still on hold.
But Dave, why didn’t you just hang up?
Because if I hung up after ten minutes, it really wouldn’t make for a good story, would it? While on hold, I call back the store with another phone. A second phone. A different employee answers.
I’ve been on hold for sixty-five minutes on another phone.
“Sir, why don’t you hang up that phone?”
I ask the questions around here.
Why was I put on hold for over an hour?
“My manager is working on this right now. I promise. We have your cell number. I swear on my mother’s life that he will call you back tonight.”
For your mother’s sake, I hope your manager calls me tonight.
What, too much?
Friday Night
I’m at happy hour. Still no call. I do a shot of whiskey, my third of the night. I can’t say no to her. She’s persuasive, a seductive temptress with bold, beautiful brown eyes.
“Do it, baby. Call up Verizon. Show them you’re the man of this relationship.”
Ok, whiskey. I’ll do it. For you.
I leave the bar. Call up Verizon. It’s five minutes before close. An associate answers. Poor guy never had a chance. Profanity-laced and slurred, this tirade lasts longer than a Don McLean song. I don’t let the associate speak. I’m the man in this relationship. Whiskey’s tongue dances along my ear. She whispers, feeding me line by line:
The associate from earlier swore on his mother.
It’s been a full week now.
You will not accept this.
Then something about the better business bureau. I don’t get all of it. My ear tickles.
Saturday Morning
I grab my keys. Take my girlfriend’s hand.
I don’t know how this is going to end.
“We’re out of milk,” she said, her voice trembling.
The walk to the Verizon store is a purposeful one. I rehearse my speech. Speak clearly. Be self-assure. THEY wronged YOU. Never forget that, Dave. I am a victim, sure, but a resilient one.
I walk in the store.
“The two hundred dollar guy…we’re so sorry. I know this has been a huge inconvenience for you.”
No whiskey this time. I have to fight my own battle.
Yes, it’s been a huge inconvenience.
“Our managers are working on this right now. Please wait just a second.”
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Forty-five minutes later.
Speak clearly. Be self-assure. Find your target.
Edward. Can I ask you something?
“Yes, sir?”
What if you were a Verizon employee, in Boston. You have access to your store’s cash register, your debit card, ATM card whatever. And I said you had one full week to get two hundred dollars. Could you do it?
“Well, sir, I mean it all depends on the circumstances.”
What? I just gave you the circumstances. You are a Verizon employee. In Boston. You have access to the register. You have a debit card, a credit card. Could you access two hundred dollars in one week?
“Well, I mean…it’s hard to say –“
Quit toeing the company line, Edward. Your store has my two hundred dollars. It’s been a week. I shouldn’t be here. This system glitch isn’t my problem. Either have your manager open the register or tell them to go to the ATM, and get out two hundred dollars.
Saturday Afternoon
I have my refund. The manager just returned from the ATM. Their resolution was my suggestion. I am vindicated, yes, but I don’t feel good. I don’t feel like a winner.
There are no winners in this one.