The big telecommunication service providers seem to be in hot water over their changing strategies, prices, and unexpected shifts. Verizon, by pivoting in the same direction as T-Mobile, invited quite the criticism when it decided to slash the loyalty discounts, but was quick to reverse its decision when it received a lot of backlash. The whole episode shook customers’ trust and compromised the credibility of the carrier. Just when you thought the company was finally putting in the effort to revive its image and win back customers, an authorized third-party store employee, through his lack of professionalism, raised further questions about accountability and consumer confidence.
Third-party Verizon store employee rips off customer, raising some serious questions regarding accountability
Telecom service providers should increasingly invest in authorized retailers for their services because the store’s actions can have serious implications for the carrier. One such incident at a third-party authorized Verizon retailer sheds light on the gravity of the situation. A Verizon customer took to Reddit to share the unpleasant experience of placing an order through Verizon’s official app for a smartwatch. The customer received an email about another order being placed for the same device, but he was not the one who ordered the second device.
The email contained the details of the second order not placed by the user, including the order confirmation, shipping, and delivery information. However, the customer assumed that it was related to the original legitimate order and hence ignored it. The Verizon reseller employee doing the deed most likely redirected the shipment to his address or another place he could easily access.
While Verizon did step in, refunded the customer, and even had the second smartwatch order blacklisted, the particular reseller store, however, had already been shut down by then, leaving no room to hold the staff accountable. This incident is not isolated, as in the past, there have been reports of many shady practices at third-party carrier stores where customers would find themselves being charged for services they never signed up for.
It also highlights a bigger problem in the telecom sector: third-party stores being identical to corporate-owned Verizon stores, making it nearly impossible for customers to spot any differences. Because of this, many retailers have been taking advantage, with employees resorting to fraudulent techniques. Incidents like these are a stark reminder of the growing gap between consumers and telecom providers and how this lack of quality control and inconsistent service damages the company’s credibility. It is Verizon’s responsibility to be more vigilant and strict when overseeing these authorized retailers and ensuring that the same branding extends the same accountability.
