(to the tune of “The Saga Begins” “American Pie”)
About a week ago
At Verizon in the mall
My phone was starting to die…
And I thought me and my picks
Could talk Verizon into
A deal on an LG G6
But their response, it didn’t thrill me
They called mall-cops, and tried to shill me
I escaped from that fight
Called *611, and made it right
I checked again, redid the order
Picked it up at a Ranch called Porter
They behaved like they orter
That’s where I got this phone…
Oh my my Verizon Cellphone
You’ve the only brand I ever have owned
Northridge Mall sucks, but Porter Ranch pwned
And now I’ve got the latest smartphone
Now I’ve got the latest smartphone.
This has been an interesting week. Back in August, while we were on vacation, I had a problem with my 4+ year old, 1st generation, Moto X. Driving through Aspen to Colorado Springs, my phone had trouble finding signal after we got out of the canyon, even after multiple reboots, when my wife’s newer Droid Turbo was doing fine. I had been having significant battery life problems, and we noticed the sides of the phone were starting to crack — indicating potential battery expansion. Given my contract was long up (meaning, given our old plan, I was essentially making payments for nothing), the conclusion was: replace the phone.
Doing research during and after the trip, I settled on two primary candidates, as the Moto X4 (though just announced), wasn’t at Verizon yet: The Moto Z2 Play and the LG G6. Both were running Android Nougat, and both had the right mix of features. Although I was leaning to Moto because I liked their Apps, the smaller size of the G6 (the G6 was 5.86 x 2.83″, and the Z2 was 6.15 x 3.00) combined with the larger battery (the G6 was 3300 mAh, the Z2 was 3000 mAh) led me to the G6. Both were in my price range: under $25 a month. That number derives from the fact I was paying $40 a month for line access, and with the new phone, I’d be paying $15 with a $25 credit towards the phone: thus my overall bill would not increase. I planned to get the new phone once our current billing cycle ended.
Checking online, of the two Verizon Wireless stores closest to our house, only the Northridge Mall had them in stock. So I went over there. I dazzled them with my data, and we sat down to discuss the G6. They said the price was $28/month. I said it was $20/month online. They said, “Well then buy it online.”. I got on my phone and attempted to do so. However, I got to a screen instructing me to scan a barcode, with no other options. I asked them for help — they had no clue. I asked for a supervisor — he was out. I asked if anyone else knew what this screen meant. They didn’t, and they refused to tell me if the order had actually gone through. I gave a loud “Harrumpf” of exasperation… and they told me to leave the store and that they were calling mall security to escort me out. That got me even more frustrated (and when that happens, I tend to trip). I tripped over a chair, went flying, and they kept insisting security was on their way. I finally got out of the store, sat outside, and tried to call customer service (with the mall cops standing over me watching). After 1/2 hour on hold with my phone about out of power, I called my wife. She came over, went in the store (because they wouldn’t let me in), confirmed the order was not placed, and we went home.
Once home, I called customer service and placed an order for the phone — at $20/month, no problem — through customer service. Receiving the request to pay the sales tax online, I went to their website to do so. However, the plan price confused me, so I called them back. We sorted things out and I entered the card, thinking the order was placed.
Checked the next day at work, and the order was still “pending, call the credit department”. Evidently, the card didn’t go through for some reason, and they couldn’t fix the order. They cancelled it (which took a day to show up in their system as cancelled), and we redid the order.
That evening, I received mail that the phone was ready for pickup (within 3 days, although the website said 7). I called the store that evening to make sure I had all I needed to transfer, and to talk to a representative. Nice as could be. Driving home the next day, I got a call the phone was ready. I went up there yesterday evening. Francisco Linares helped me, and was as nice as could be. He helped me start the initial transfer, told me what I needed to do when I got home, and we confirmed that my current plan was just fine and the monthly pricing would be as I thought it would be (I’ll need to check that on the next bill). I picked up an extra Micro-USB to USB-C dongle, and I was home in under 40 minutes, when I thought it would take 3 hours. Yet again, the Porter Ranch store demonstrated that they understand customer service: they did it right.
Later that evening I ordered more USB-C stuff: a new power brick, a wireless charger, and cords and such.
I’m now the owner of a new LG G6, just waiting for the cases and cords to arrive. Comfortable in the hand and easy to use.
And that, friends, is the Saga of LG. Kudos and stars to the Verizon telephone personnel that helped, and to Francisco and the staff of Verizon Wireless in Porter Ranch for doing it right. Boos and 💩💩💩 to the staff of the Northridge Mall store, who care more about sales than customers. If you have a choice between the two, go to Porter Ranch.
Two final notes: People ask: Why Verizon? We’ve been with them since they were Airtouch Cellular, meaning about 20 years. We have 3 phone lines and 2 tablets, and in general they’ve been good. People ask: Why not an iPhone? I’m a big iPod Classic user, and I don’t want to pollute the iTunes ecosystem.
