Verizon

Went in on Christmas Eve, upset about a phone that just stopped working 18 months after purchase. Although I have insurance on this phone it wasn’t lost or damaged in any way. There’s not a scratch on it. Rob wasn’t interesting in coming up with a solution. He insisted it was an insurance claim and then told me there was a $ 170 deductible. By now I was in tears. This phone was meant to be a Christmas gift for my 10 yr old grandson. I asked him to call someone who could actually help. He just got uglier and uglier. The more I cried the more he didn’t care. I went home and called Verizon. I got a supervisor and a tech who both bent over backwards to come up with an answer. Turns out I have an extended warranty with the insurance and the phone was 100% covered, no charge. If Rob had made the call I asked him to make, they would have told him that. If he had bothered to do his job and known what the insurance covered he would have known it was covered. Very poor customer service. They only care about their sales not about the customer. Stay away from this store. This guy doesn’t deserve the business.

The moment I started talking to a sales rep at this store, he rubbed me the wrong way. He ignored most of my questions or comments and instead focused solely on the person I came in with whose name is on the account. I mean blatantly ignored– like standing an inch away and ask a question and silence. Also, I wanted to upgrade my phone and browse at options and look around but I felt like a phone was chosen for me because he wouldn’t leave us alone to look. I didnt realize until I got home and looked at reviews, that the phone I ended up with wasn’t the best for features that I specifically asked for– its simply the most expensive phone out right now. Turns out this guy is the manager at this store and everything he told us felt like he was trying to make a sale, honestly he wasn’t that nice either. I’d rather go to the mall and wait in line than ever go back to this location.

We have been Verizon customers for over ten years, but will leave at the end of this contract. A year ago we signed up for Canada coverage during a brief trip, at the end of which I called and removed the service. Today I discovered that they have continued to charge us for the past twelve months, a fact that the customer service rep admitted is not included in the electronic statement we use. (Because we had changed minutes at the same time, I had no basis for comparing prior months on a price basis.) Verizon admitted that our records show we had called and canceled and offered to refund half the overcharge — six months. Because I want (and deserve) a full refund, I asked to speak to the supervisor. Not only did she not increase the refund, she cut it in half, saying the original rep was not authorized to go beyond three months. This is a truly sleazy move. Verizon Wireless is a big company, and you can’t do anything about it, but they are dishonest and do not care about their customers.

I have to say that Neil and Rob at this Verizon outlet were very helpful. Neil especially went above and beyond the call of duty. Very helpful and very nice and very patient person. per ;)