Verizon Wireless

It took awhile, but after a couple visits to fix a problem, this Verizon and their staff came through.

My recent visit to this Verizon location was excellent. I was greeted as I walked in and served promptly. Everyone was very friendly and helpful. They took care of my needs and gave me an outstanding deal on some accessories for my new phone. I will definitely return to this store the next time I need help with my phone.

Great service from my helper guy. Trading in iPad mini for newest version. He helped with all inquiries and set up new plan. Offered to do whatever fit me better. I was impressed positive. Will surely return for more of this great service. Thanks folks.

LIES LIES LIES!!! Dealt with RICHARD! Got a new phone as my current one would not even accept calls etc and could not keep my old number for some reason per him. And that I would NOT have any «fees» with taking my phone off of my parents and getting my own bill. WELL He lied! Had he let me keep my number «per customer service» there would be no fees! Just my bill would come seperately. NOW There are «termination fees» that he said didn’t apply cause I was staying with Verizon. After many many phone calls A rep from Verizon new exactly what he did… As it made him more money! She reversed the fees etc. UNTIL a month later… I get an email that the phone service will be reinstated… they will NOT call back like they promise and just pass the buck! when I again spend hours on the phone… reps say they will call back and won’t. Apparently The stores can do ANYTHING they want and Verizon Customer service is RUDE AND Will not Back their stores! I want the recorded phone calls to prove what was told! Why do I have to pay for someone’s mistake! If I did my job like they do I would be fired on the spot! Just Ridiculous that they can take advantage of people and lie to them to make a buck!!!

I received a canned apology from a Verizon PR person saying that the music sound level was in acceptable, and yet when we came back, the music from the Bose wireless speaker was blaring. Workers would be constantly turning it up way to loud. And everybody is having to yell to tLk to their salesperson.
We came back because we needed more than 16 GB on our iPhone, but they had no iPhone 5s with 32 GB and no iPhone 6’s and didn’t expect to have any of those for months. And why does it take so long for everything? Our first visit to the store took 3 hours, the second one another hour. What does the sales performance do when he goes into the back? I now regret switching to Verizon from ATT.

In short, if you want to have any chance at getting someone from Verizon to be your advocate, do NOT visit this location. You’re much better off calling *611, which is what I did.
Background: I purchased two phones based on information from another Verizon Rep, who said I could buy them and keep my unlimited data. This turned out to be false. So, I acted in good faith based off a Verizon Rep confirming false info and was clearly misled.
Fast forward to Verizon Grayhawk location visit:
I calmly and objectively explained my situation to the Sales Rep assigned to me. She was not helpful at all and in fact, charged me $ 70 in restocking fees for phones that I had for less than 24 hours. To make things worse, this whole service experience took over 45 minutes (on top an hour long wait queue). She had to go back and forth with her manager multiple times to ask questions. At this point, the manager should have stepped in because this situation was quickly escalating and making me extremely upset. But no, the manager was very unprofessional — not even acknowledging my presence and unhappiness and playing dumb with a smirk. It honestly felt like a sleazy used car dealership.
Resolution:
I called *611 and explained my situation to the phone rep. He was in complete agreement that I was misled and wronged. He refunded me the $ 70 and even gave me a partial statement credit for my trouble. He was shocked that the Grayhawk reps «resolved» my situation the way they did.
Conclusion:
If this is any indication of how the Grayhawk location conducts itself in other aspects of its business, then no thanks. I will not be going to them for new phones, new accounts, or any troubleshooting.

On October 19^th roughly around 4:00pm I went to the store on 147^th and Maple after my iPhone 5 broke. I was told over the phone to bring it to the Apple store to get it taken care of (come to find out my apple care had expired even though I was told it was still covered). Apple informed me that I had a bad logic board and my phone would need to be replaced with my extended Verizon warranty. That’s when I went to this store (unfortunately). I waited around ten minutes to be waited on while there were more employees in the store than customers and when I was finally waited on to say the least I was not taken care of. I explained my issue to the girl and showed her the paperwork from Apple. Initially she said she could put in an order for an iPhone 5 replacement and it would be sent overnight which was not possible considering it was Sunday. My phone doubles as my work phone and I said I could not goes days without a phone as she then proceeded to make it sound as though it would be sent in to be repaired, again not an option. I pay extra every month for an extended warranty which I have never used. She said shed talk to her mgr (again no idea of a name BC apparently I was not important enough for him to come talk to) and see if there was any work around she could do when I asked if I could upgrade my phone since my contract was almost up. My husbands phone broke and Ben in Papillion upgraded his phone and contract, new case etc without paying an etf. I was told that was not an option, I would only be able to send my phone in and wait a few days for it to be repaired or get a new one. since I cannot be without a phone her only other option for me was to send in my phone, purchase a new phone and add a line and when my phone replacement came in return the extra line which costs a restock\termination fee. Are you kidding me??? I’ve paid around $ 200 dollars for a warranty and their solution was to cost me more time and money!!! The girl was very nice but under what seems to be terrible management is not properly trained. I went to the store in Papillion at Shadowlake and had a wonderful experience with Ben. He hooked me up with a loaner phone while an iPhone 5s was being shipped to me. Not only was I taken care of and treated with respect but he had an instant solution where I didn’t have to wait days without a phone. The moral of my story is DO NOT go to the store on 147^th and Maple unless you want to be treated like your years of business do not matter AT ALL and to get no logical solution to your problem. I have worked in customer service my whole life and this is one of the worst experiences I have EVER had. Go to the Papillion store, its always busy and I still waited less time than at the near empty Maple location, due to my experience there’s an obvious reason the other store is always packed. I hope I can give the Maple store no stars on this review…