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October 2020 by Jacqui D.
Been with Verizon Wireless for nearly 20 years. 6 1/2 years ago I had to upgrade my phone for work and started to look at other carriers. Then I realized (after comparing) that Verizon had been good to me and I didn't need to switch. Bought a smart phone (first one) at a reasonable price with no new fees.A month ago my phone died so I went to a Verizon store to get a replacement. The cheapest one I could get was well over $300 (twice what my last one cost) but I bit the bullet and did it. Love the new phone. But the Verizon store charged me a $35 activation fee. OK. Later I found out I could get the same phone for $65 less at Best Buy.Then Verizon billed me a $40 "upgrade fee" (huh??? I just replaced my broken phone, I didn't "upgrade".) and said I'd begin being billed $5 & $3 ($8 total) per month for services I didn't order, unless I went through the torture of being on hold for 40 minutes to cancel those. The rep who took care of me was very helpful, but used the old dodge that the stores are authorized agents, not Verizon owned despite the sole large logo on the outside of the store. Needless to say that the next time I replace my phone (prob when 5G is fully operational and ubiquitous) I'll take a long hard look at the 2 other carriers.
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September 2019 by Jarod R.
Good phone service (i. e. coverage), but abysmal customer service. It seems like every time I need to make a change to service, the reps in store, online, or on the phone, are always misleading.
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June 2019 by Tanya M.
Completely useless to try to reach this company by phone or chat unless you are already a customer. I spent a good two hours over two days attempting to call and chat. Calling only directs you to a pre recorded voice but without a Verizon number it eventually disconnects you. I even tried calling the sales department without success (good luck guys signing up new customers if no one can reach an actual person). I had some luck with one of the chat options but once I reached a representative they said they would have to have me chat with a different department regarding my issue. The trouble with that is it requires you to log in and I'm not a Verizon customer which was another dead end. The rep eventually told me that the only way to talk to someone was to go to one of their physical locations. Doesn't sound too promising but that's the only option. there's no way to email this company either. Good lord, I'll stay with my current carrier. They have their faults too but at least I can reach an actual person.
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January 2019 by Naomi L.
The representative filled out the paperwork incorrectly or lied about my eligibility for a promotion, and my bill has been wrong ever since. Spent hours with support trying to get it fixed, and every time they agree that I'm right and promise to fix it, then it's wrong the next month as well. I never should have switched from AT&T. Recommend avoiding this store in particular, and Verizon in general.
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October 2018 by Ben S.
I called the customer support line several times, but I couldn't get the call to go thru from my cell phone. It said I had to upgrade my verizon software just to complete this call, that's d**** I called a different number. I was put on hold for 23 minutes and then they hung up. I called back and was told I needed to be transferred. I asked her not to hang up on me, and she assured me she would not hang up on me, then she hung up on me!!! This weekend I talked to a tech (Devin) about my mostly broken phone. He asked me to backup my phone to the cloud before doing a factory reset. He said it would take about 20 minutes to complete the back up. I asked him to call me back in 20 minutes and help me complete the reset. He said he would do so, but never called me back.
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January 2017 by max l.
After talking with online customer service, I was told to replace a defective SIM card. For the fastest option, I visited this store. surprised by my visit, No greetings because I interrupted two clerks chitchat. They are not organized and refuse to help. They have a card but refuse to give it to me because inventory issue. After confrontation by asking is there anything can help me get a SIM card, they became rude and scream a loud no in Microsoft campus. incompetnet and even tell me to leave and find other carrier if I will. Try any other store!
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August 2011 by Sarah H.
I've never felt so compelled to write a review on yelp until this experience w/ Verizon as it was so terribly bad. My experience was at the store on the Microsoft campus as I had a terribly rude customer service agent process my purchase for a new 2 year contract and phone. I visited all the store fronts on the Microsoft campus (t-mobile, AT&T, and sprint) and had the nicest service from all others, but Verizon was terrible and I only opted to still go with them as it was the only service which provided coverage internationally, which I needed having just moved to the US from abroad. The service agent neglected to answer my question on roaming fees abroad, just said 'I don't know' in a sarcastic, sluggish way, which he did to other things I asked as well. When I was purchasing the phone and we got to the part on insurance, I spent some time carefully calculating the cost of the phone vs. the cost of insurance over 2 years - which he didn't have the patience for and skipped onto the next screen on his registration saying, 'just add it later if you want it', even when I said, no, I'd actually like it now. He was too neglect to make the request I had asked for. Well, might not be so bad if my phone hadn't been stolen the next day. I returned with a police report upon the store's open from the weekend hoping the store could help me, and spoke with the same agent who I purchased the phone from knowing he'd remember the situation. He did remember the conversation and his neglect, but almost seemed delighted in my loss, laughing sluggishly and refused to do anything for me, but recommend I go onto craigslist or ebay to buy an inexpensive used version of my 1-day old windows phone, with retail value of $430.. Horrible horrible experience. I'd give this a 0 or negative number if I could, but can't seem to rate that low on this site.
