I wanted to buy a Virgin Mobile Optimus V phone. I checked the RadioShack web site, and saw that they had them for $149.99. I then checked availability at the Radio Shack located nearest to me. The site said it was in stock at the RadioShack store in the Defiance, Ohio mall. This is as bit under 20 miles from where I live. I drove to the store, and found the Virgin Mobile display models. I then asked if the phone I wanted was in stock. Yes it was.
I was ready to buy the phone when the clerk asked me if I was already a Virgin Mobile customer. I answered that I was. He then told me that I was REQUIRED to buy airtime. I said no. I asked if the phone was for sale or not. He said that I HAD TO BUY AIRTIME TO BUY THE PHONE. I do not take orders from sales clerks. He stated that it was store policy that I buy airtime in order to buy the phone. I responded that I did not care about the store policy.
If I wanted a cup of coffee, I would go to a restaurant and order one. If the waitress told me that I could only have coffee if I bought a piece of pie too, I would get up and leave. I do not want or need to buy additional airtime. I have enough already and simply want to buy a new phone. The store policy is that customers must buy what the store tells them to buy. My policy when someone is trying to upsell me is to take my business elsewhere.
Is Radio Shack doing so well in this economy that they can afford to turn down sales and lose customers? The clerk said I could come back and talk to the manager. I intend to do just that. Hopefully he or she will be more reasonable, and I will be able to buy the phone that I want. If I don't receive satisfactory service tomorrow morning, RadioShack has lost a customer forever.
Be very aware that if you give Radio Shack the "personal" information required to buy a cell phone and service for that cell phone, you are open to having your identity stolen or that you may become a victim of fraud. Just a week or so ago, my wife attempted to purchase a new cell phone and add a line to our existing Sprint account. Looking at the "deals" from RadioShack on line, we decided to get a deal from them and made the online order process, which then has you call a phone number and a calling code.
The sales person whom will handle this "order" is NOT in the USA. They require you to give them all your information which is your social security number, Sprint Account information, address, etc., and they claim they will handle your order from that point on. What you do not know is that you are NOT speaking to a person whom actually is a RadioShack employee, you are talking to a person in another country, someone that can do anything they want with your personal information.
Someone that works at this company that takes your personal information used my wife's information to apply for a T-Mobile phone and T-Mobile service. My wife nor I never gave any authorization for this to take place, as we are Sprint phones and Sprint network and Sprint customers, period. However just today we got a letter from T- Mobile saying that the application for a T-mobile phone and service was declined, and that such was due to a credit report from TransUnion.
Now whomever it was that worked for the company that processes your orders from which you think is really Radio Shack, entered into the TransUnion information, and "updated" work history for my wife, and gave company name and dates of places that she NEVER worked at, ever. If not for the letter from T-Mobile, we would not have known anyone had done anything illegal with her personal information at all.
The letter gave a number for us to contact TransUnion credit reporting agency which then confirmed that someone had entered the work history and made the attempt to purchase a cell phone and services from T-Mobile. This new work history is Banks and Shipping companies that are well known internationally but NOT at all in the USA, thus if you live overseas and NOT in the USA those names are common names of places a person may work.
The locations of places that are taking the orders on behalf of RadioShack are in other countries, in locations such as India and Manilla. Not all of their employees are going to be honest folks. We have had to notify all the banks, Sprint, T-Mobile, etc, that someone has stolen my Wife's Identity. Eventually we talked to a person at the "world headquarters" for the company that takes the phone orders for RadioShack and they also take the same orders for Wirefly.com and are connected to "whereismyorder.com". This world headquarters or home office is located here in the USA.
The representative that I talked to at this "home office" did not want to admit that the sales person used my wife's personal information to buy a T-Mobile phone and entered false information into a credit application for this T-Mobile phone and service. However he did say the sale persons may have done so to insure we get a phone and a service. WTF is that?
We never asked for T-Mobile phones nor services, we never authorized such a purchase and we had no notification from anyone that an attempt would be made for such a service/cell phone and in no way had we ever gave a sales person any work history, period. This company that is a vendor for RadioShack and Wirefly has my Wife's personal information in their systems. How many crooks overseas can use it, we don't know?
We have now to fill out a "fraud packet" from T-Mobile and file a police report to have any further action take place to find out who working for this vendor for RadioShack and Wirefly to be caught for their illegal activities. My personal advice, do not trust making a purchase for any phones or services from this places. This entire ordeal has damaged my wife's credit reports and we still have no idea what other use the crook at that company will use the information/identity they now have. RadioShack and Wirefly and the rest of those crooks can kiss my rear end, I will NEVER do business with them again.
My name is ** and I work for the RadioShack Warranty Company. We provide these warranties to warrant your product free from defects. If you have an issue with your product and call the number on your brochure, we will assist you in a timely manner.
Many people have false hopes on this service plan that is sometimes misrepresented by the Store Representatives. Well I am here to clear that up for you. The Prepaid Cellphone Plan- On prepaid cellphones sold BEFORE 11-15-2009 we will do an in store replacement on the phone. No physical or liquid damage can be present. Also, on any plan THEFT or LOST goods are not covered.
On prepaid cellphones sold AFTER 11-15-2009 due to the amount of store stock we were effecting with in store replacements, we have to issue you a gift card. It is true, they sell gift cards in the store. However, because the warranty sold through RadioShack is administrated by a parent company, the gift card comes from a claims department rather than the Store.
Repair Plans - GPS, Laptops, TVs, Etc. You bring your product into the store, again no physical or liquid damage, and they will troubleshoot it and then call the warranty company for authorization to send it into repair. The repair takes 10-14 days maximum, UNLESS problems or part unavailability happens. IF we cannot repair the product, it will be replaced by our replacement team.
Contract Phones - Phones you sign an agreement on for 1+ year. There are two ways to do this: Repair - You send in your phone for repair (Only TX and NB cover Accidental Damage at this time, on CERTAIN plans) If we are unable to repair your cellphone a replacement usually of same model will be sent.
Advanced Exchanged - We will send you a phone within 1-2 business days, a deposit is required. $550 for Smart Phones (EG. BlackBerry ) $250 for Non-Smart Phones ( EG. Normal Flip Phones), that is 100% refundable once our repair facility receives your phone and the problem is covered under the warranty.
Product Replacement Plans-These are replaced with a Gift Card mailed to you. We have you return your product to us either by a shipping label from the mail or from your E-mail. The gift card covers the price you PAID for the product plus local tax. If you have any further questions feel free to post. I will try and address them promptly. I hope this clears a few things up.
Curious really... any females out there ever feel like right off the bat someone does not want your help because you're a girl? It's hard to explain but when a total stranger comes in (most the times it's a male but there has been a handle full of females as well) looks you up and down while your greeting them and asking them if you could assist them in anything and they look around a couple times and stare at a male employee and completely walk by you as if you were not even there to go talk to the guy instead.
I could go on and on with different situations that have occurred but to just generalize it. Now I've been with the company for almost 2 years now and we've gone through plenty of people. I have been here the longest by 8 months and all the newest associates are male. 95% of the time when the situation I described at the top happens, the male associates comes to me with the question the customer had. Ironic. Even then most the time the customers can't even look at me in the eyes while I talk and STILL second guess what I say.
The other associate that has been here second longest is female too. She and I both agree that in certain situations it's very apparent and others it's hard to tell. My manager has seen it happen as well. Had a customer ask me how to connect a DVD player to his new flat screen. Gave him the right answer but he insisted on repeating everything I said as a question which brought me back to trying to explain (even draw it out) in a different way.
After grabbing the HDMI, Component, Composite Cables and turning our store display TV around to show him all the different ways of achieving his goal he still told me he did not understand because it still was not working. Got into the whole conversation of what it may to be and to narrow down the problem he was having. After 30 minutes of getting nowhere I excused myself to get my manager for him because he may be able to explain everything different from me so it made sense and he smiled.
My manager was in the back which is right next to our TV's so he heard the whole conversation and got up before I could even ask to help this guy out and my manager laughed and said I said all the right information same as he would of said. He went out there told the guy what I had been telling him off the bat and that was that. Guy ended up buying composite cables because he did not have any and was out of the store within 2 minutes of my manager speaking with him.
One more real quick one. One of our regular customer comes in, wants a car charger for his five year old pantech cell phone. Look around, tell him we do not carry that one in store. He has a friend with him. They whisper to one another. I offer to look online if he is not in a rush. They agree. Whisper some more. While I am looking his friend suggests to his friend to look at KMART. I tell the guy with the cell phone he could try but I doubt it because the pantech charger is not that popular.
Before I could get through our IGO part of our website they leave. I tell them to have a nice day and sorry we did not have it in store. They ignore me. Two customers that were in the store the same time as them walk out with them. I see all four of them outside talking and displaying the man's cell phone. One of the other customers that went out after them comes in with the guys phone yells my manager's name out to get his attention and yells across the store very mad as to why we could not get that man a charger (did not say car charger, just charger).
My manager who was unaware of the conversation I had had with the owner of the cell phone, tells the other guy that we do have chargers. Gets into the whole: upgrade now get a new phone with a charger for less than you would pay for a charger alone. Guy looks at me and looks back at my manager and says good and runs out of the store. Well.... that does not fix the car charger part but what do I know... Is it just me or has anyone else had anything of the sort occur?
I am a full time sales associate at RadioShack, and after reading some of the posts here by customers and employees, I thought I would share an experience of mine. A customer (an elderly gentleman) came into my store a couple of weeks ago, angry because his cell phone charger wouldn't work and he felt the AT&T store's prices were too high. My manager told him he was eligible for an upgrade and he could get a free phone that comes with the charger. He bought the phone, and left much happier than he came in.
Fast forward a couple weeks, and he comes charging into my store, waving his phone in my face saying that it doesn't work. I politely asked him what the problem was, and he practically threw his phone at me and said "You figure it out". I turned it on, and it turned off again right away. I asked him if he had charged it, and he said he had. I plugged it in to one of the chargers we had in our store and "magically" the phone worked. I was able to make phone calls and everything.
When I unplugged the charger it said "battery low" and I asked him if he had his charger with him, so I could see if there was something wrong with it. He said no and that he wasn't going to waste his time going to get it. He then began screaming about how he shouldn't have a problem with the phone after two weeks.
I tried explaining to him (though he interrupted me several times) that sometimes electronics JUST DON'T WORK, and that I would GLADLY exchange the phone and charger for a brand new one as long as he had the packaging and receipt. He replied with "this is going in the garbage" and stomped out, screaming about how he would never buy anything there again.
The reason I am writing this is to give everyone an idea of some of the people we deal with on a daily basis. I am very well versed with electronics, and I am always pleasant and friendly to my customers, even though they are not always that way with me. Just an FYI.
I work at Radio Shack and I have seen some current and former associates on here and for the bulk of it their comments/reviews go something like this: "We don't get paid enough to provide excellent customer service." "We are expected to know too much." etc, etc, etc.
For the record none of them are saying anything short of the truth when they say an employee there gets Minimum Wage plus commission. At that same note how exactly does that have anything to do with the way you treat a customer. Does that mean that if I got paid 10 dollars an hour that I should do more for the customer? I don't think so, call me sort of old fashion but I believe the if you do quality in your work you'll reap the rewards later.
Maybe it's not in the form of a raise but it could be in the form of a promotion. Or maybe even the simple fact that if you actually make the customer feel that you actually give a damn they will come back and guess what? You will get MORE on your paycheck oh my god what a concept I never knew this!
Second off it is not a federal offense to refer someone to another store or even referring them online for a better deal. 90% of the time people I refer come back, you know why? Because at the very least if RadioShack doesn't have it YET AGAIN at least they know I'm good to point them in the right direction.
Third off I am not getting these people making statements like "If we don't sell cell phone we are threatened and fired!" I plain and simple do not like selling the post-paid phones. For the simple matter of it's a huge headache because if something goes wrong the first person to blame is of course, the people you bought it from. However such I am not going to the extent of saying I DON'T CARE about your cell phone not working. I do care, the problem is I do not have the proper authority to fix your problem if it is big enough.
My final point will be this issue about, "old people," of course because these old people don't like these young whippersnappers right? These, "old people" is what gives me a bigger paycheck each week. When these people come in and ask for me I get the sale, do they care that I am young? Some do, but the majority like me because at the very least I at least act like I care and provide them with what they need, even if I am having a bad day.
Have I been told off? Sure, have I resented some of my customers? Of course but that doesn't affect the way I treat the MAJORITY of my customers. The idea if you say it rude you're not getting anything from me is a bogus concept at best. I won't go all out for a rude customer but I will get them what they need to the best of my ability. I like to think I make more than my, "meager restitution."
People complain so they can get free stuff. More than half of the problems I see at the store is User Error. If yelling at the bottom of the totem pole is what makes you feel like a bigger person - then good for you. Just because they pay the employees to serve the consumer does not mean that they have to take abuse from them. Are there exceptions to the rule? Absolutely.
I worked in a store where none of us were trained by management, we had to train each other - and the staff was not composed of idiots. If you don't like how a company is run then write a LETTER to corporate. If the employees are ignorant it is most likely due to the way they were trained. Customer service is not always personal. I worked in a store that would put people on the schedule for twelve hours at a time back to back days, or put someone on for 13 days without a break. No one is happy all the time kids. NO ONE.
If you get bad service - look around. Consider being human, one bad customer can ruin your WHOLE day, and one understanding person can turn it around. Get over yourselves. When you call a store and send the employees on a scavenger hunt, or when you get angry because we don't know what you want, or when you point fingers at the people just trying to help you - when you yell because Virgin Mobile screwed up your account, when you come in and just want to yell at someone - or when the ignorance is NOT a problem of the staff - BE HUMAN. The angrier you are - the less I want to help you.
It is that simple. We work in a thankless environment. We have to know about everything in the store - and there are new things coming in on every order. Personally - I don't know why your phone isn't working. Managing your prepaid account is not listed in my job description. Working at RadioShack has made me a better customer in other stores. Keep working hard guys.
I have read several reviews about bad customer service people have received. The truth is that most of the "bad customer service" is due to the ignorance of customers. First off RadioShack is not there to fix your crap. If you bought a telephone from Walmart ten years ago and it stopped working don't bring it in to Radioshack to try to have an associate fix it.
Honestly it is a huge waste of time for us and we probably don't care because even if we are able to fix it for you, you are just going to say thanks and walk away. It's nice of you to say thanks but really we get nothing for helping you and you don't buy anything. You can't expect us to care that much about your broken items.
Second if you think a Radioshack associate is pushy, it's because we have to be or we will lose our jobs. If we go a week without selling a cell phone, RSSP, batteries, or accessories, we get written up. If you think about it, you would be pushy too if your job depended on it.
Third, a lot of people say that Radioshack employees don't know anything. Half of the time we do know but you are too stubborn to listen to us. Elderly people at the worst with this. Since I am in my twenties old people come in and assume that since I am so young I know nothing and they won't deal with me. Most of the time they ask for my manager. I will tell old people something but they will not believe me, then they talk to my manager who tells them the same thing and suddenly now they understand what I told them.
Another thing that will get you bad customer service is when you walk in, 90 percent of the time you will be greeted, when you say you don't need any help, we assume that you don't need help. So when you decline the help we offer don't expect us to stay by you so you can ask us questions that you stated before that you didn't have.
Another thing is that we don't know everything about everything that is carried in the store. And sorry to burst your bubble but hardly anyone that works at RadioShack has a masters degree in electronics, so maybe we don't know everything. As it turns all those people with degrees in electronics don't want to work for radioshack.
Last thing, if an employee seems upset because you are returning something it's because we are probably losing money on our pay checks. I'm sure that if you were in our situation you would be upset as well. I know it's hard to believe but Radioshack only pays minimum wage plus commission. So if our paycheck get even smaller it just makes matters worse.
If you do need to return something, return it for a just cause. Let me let you in on a little secret, the company name is RadioShack not "rent-a-shack" so don't just buy something cause you need to use it once then return it. It's a waste of our time and we know when people do it. Finally, if you return something because it "does not work" it's probably because you do not know how to use it.
Every time I get a "it didn't work" return, I try it out, and I would say about 85 percent of the time, guess what it works!! Shocker. So if you get an employee that "doesn't care" it's because we get paid next to nothing and most of us are just working there to have some income while we are looking for another job.
I have seen a few different situations regarding the Service plans we offer at Radio Shacks across the United States of America (and Puerto Rico). Having read a number of reviews while online searching about my beloved Company, I discovered some discontent about the RSSP (RadioShack Service Plan). I would like to break down the reasons a person should or should not purchase a RSSP.
I will make references to the real scenarios I have seen in my job for your benefit. When not to buy- If you are a particularly hard handler of your products, you should not buy a RSSP. It covers normal wear and tear. It does not however, cover if you let your portable DVD player fall into the wrong hands and the hinge gets snapped. If you work in Construction, do not purchase a RSSP on your phone. If it falls off the roof of a worksite and cracks the screen, it will not be replaced. In fact if you are going to crack the screen of anything don't worry about the RSSP... it won't help you.
If you use your Cellphone around water, do no buy the RSSP. In mid 2008 they began covering "Minor" humidity Damage. We really just tell you it doesn't cover water damage. Because it doesn't. It covers Humidity Damage, that means the water indicator in your phone has turned LIGHT PINK. Not Red and definitely not the shade of red where it has gotten so wet the sticker peeled off some. In the beginning I saw a phone that had been in the rain all night get sent out and replaced. Since then the rules have been tightened significantly and you really are only going to be able to bring Humidity damage in.
If your product is Likely to be stolen. Don't buy a RSSP. I know, bad things happen to good people. But The Vast majority of people rarely have things stolen. Cell phones are a major risk item. If your child had lost more than one phone in the past two years, don't get the RSSP on their phone. If you Have your phone stolen or lose it frequently, don't get a RSSP.
When To buy- When you are purchasing an item that will be used every day and is plugged into a power line constantly. The world is Fallible, if you have something plugged in all the time. The odds of it getting fried with a power surge is higher. Also, for those of us with surge protectors, be aware that phone lines and Television cables can carry a surge just as easily. A major benefit of the RSSP is that in the event of a power surge you will be protected.
If you are able to maintain a level of protection to your product. That sounds like an entirely exclusive statement, but you don't have to be an old lady that only calls on her phone once a week on Sundays to protect your investments. Simple things like Keeping cords out of reach of your pets and children can make the RSSP a good investment.
If the Item has a Rechargeable battery. You really want the RSSP. I've never purchased anything at a Radioshack that had rechargeable batteries without the RSSP. As long as you get the two year plan, you get a new battery for your product once a year. In the case of cordless house phones it gets each handset a new battery once a year. That sort of savings racks up really fast. I've seen people of all tracks of life save 20 bucks a year on batteries. Not even a joke.
There are things that will make your life easier with a RSSP- Get the Terms and conditions with the purchase. The little booklet will give you all the information you will ever need. You don't need the receipt to use a RSSP. You just need to know the phone number you put on the RSSP. We can look you up by that alone. But if you bring us the receipt with it, it makes our life easier.
Any associate or manager who tells you we cannot call in to get your product sent out for repair is being lazy. I love my company and I would like to believe that no one in it would be like that but I've seen it happen. If you run into this, simply ask for the number of the next highest rank in radioshack. The district office number is a particularly good resource. The next highest level will more than likely make up for whatever shortcoming the first had.
I would also like to think customers are all completely honest people, but on the safe side, Don't worry about trying to scam the system because your child/dog/significant other broke something. The rules are very definite and getting angry at an associate for following them just makes the poor associate feel terrible on something they didn't deserve the abuse for.
If you keep these things in mind, you should have a very knowledgeable basis for if a RSSP is right for you. Don't feel bad about saying no if you know buying it is a waste of your money. As a side note. To Consumers who have been turned from Radioshack because of bad experiences with the RSSP, I urge you to give us another shot.
A lot of improvements have been made to our company in recent years and You have to consider that Assurant (our RSSP handlers) is in fact an entirely different company and sometimes we simply don't have the power at the store level to deal with their inner workings. Be Patient and we will work our hardest to solve the problem for you.
LAKE JACKSON, TEXAS -- 1. On 9/8/2007, I took the phone (Cingular 8125) to the Radio Shack store where I bought it. The touch screen had deteriorated to a basically unusable condition at 10 months old.
The store manager listened to the problem, looked online to determine that I had a Radio Shack service plan and called the Service Center for me. He gave them a brief description of the problem and handed the phone to me.
The Service Representative confirmed my information, told me she would need to have my credit card info in order to charge me for the core price if I failed to return the old phone. She then said I would receive a replacement phone in two business days and I should return the old phone within 30 days to avoid being charged for the core.
I received a box by FedEx in 4, not 2, business days and was surprised upon opening it to find it empty except for a couple of packing air bubbles, a return address label and a sheet of instructions, stating "Due to your model phone no longer being available you will be contacted by the Radio Shack service plan to arrange compensation or reimbursement. Once this is complete you MUST return your defective phone in this box." THIS IS UNHAPPY # 1!
I waited two days for the call promised on the sheet before calling Radio Shack customer service to see what was going on. I explained that I was waiting on a call from them. She told me that they don't call they wait for my call before initiating anything. UNHAPPY #2! She then made me a reimbursement offer, which would not be enough to replace my phone with the closest current model (Cingular 8525). UNHAPPY #3! Next, she informed me I would receive a Radio Shack gift card not a check or credit on my credit card UNHAPPY #4 -- when the tracking number was in their system showing I had mailed the old phone. When I complained about the lag time, she assured me the system would pick up the tracking number and cause the gift card to be issued.
Not trusting the system by now, I called the service center 3 or 4 days later and talked to another service rep. She advised me the system showed they had received the old phone the day before and were waiting on my call to set up the gift card. WHOA! What about the lie saying the system does that upon discovering the tracking number? UNHAPPY #5. Unbelievably, I am still fairly calm about the whole situation, so I stated, "OK, so my gift card should be here in a couple or three days since you're in Fort Worth, right?" "Wrong", she stated. It would take 2-3 days at her location before it would be sent to Atlanta, where it would be further processed and issued. It would be 10 to 14 days before I would actually receive the gift card. REALLY UNHAPPY #6! THIS IS REAL SERVICE- NOT!
OK, It's been a week since the last contact and now I receive in the mail an envelope from ASSURANT Solutions. I know by now, this is the service plan provider for Radio Shack, so I can't wait to get into the house to open it, hit the road to Radio Shack and get a new phone. Hmmm, doesn't feel like a card inside. Wonder if they actually sent a check instead? NOPE, it's a SURVEY! It wants me to tell how happy I am with the extended warranty plan. NOT EVEN CLOSE TO HAPPY #7 !!!!!
OK, it's now 9/28/2007 and no good news in the mail. I call the service center again. The service rep reviews my case on the computer and tells me the card was cut on 9/13. That's one day over the 10-14 days I was told it would take for me to receive the card. "Ohhh", says the rep, "that would be 10-14 business days, not calendar days. EXTREMELY UNHAPPY #8 !!!!!
Lies, incompetent, unknowledgeable, uncaring personnel and procedures an idiot could fix blindfolded. This best describes the Radio Shack service plan.
A good service plan would not leave a customer stranded without a phone for even one day. It would bend over backwards to live up to the name Customer Service. It would have upgraded my 8125 to an 8525 or at least given me the option of paying some extra to do that on the spot instead of going through this insane reimbursement process and making me wait weeks to buy another phone at Radio Shack by giving me a gift card (I may be presumptuous, because I still haven't received it) instead of a check or credit card refund.
UNHAPPY? Yes, extremely. Would I recommend the Radio Shack service plan to my friends? Get real!! I have already told my story to several and haven't even started, yet
The only positives are the Radio Shack manager and employees at the Lake Jackson, Texas, store. They have bent over backwards for me and are probably embarrassed about the whole thing.
This review has already been mailed to Radio Shack, but as expected, no response has been received.