Verizon — Attraction in Andover

John at Verizon in Andover is my new hero. I received a phone call today from my 91-year-old mother, a virtual prisoner in her care facility called Edgewood. She and hundreds of her fellow residents there we’re under severe lockdown, not being allowed out of their apartments at all because of the life-threatening conditions affecting the entire world, the elderly Being the most vulnerable. My mom was in tears, her lifeline to the outside world has been disrupted as her cell phone, an old flip phone, had finally broken and she felt more isolated than ever. My mom had gone through the great depression and World War II and knew what hardship was all about. Not having left the confines of her small apartment for weeks, and having lost her husband and becoming wheelchair-bound all in the last year, this pandemic and the lockdown we’re almost too much for her. Hearing of the plight of my mother, and the pleading in my voice, John offered to drive an hour and a half to pick up the phone he did not have in stock and drop it off at my moms care facility, all within minutes of my call.

All of this was for a customer he had never met but his empathy and customer service oriented approach was obviously something that were more than just words or a slogan. I called my mother and told her to expect a hand delivered, programmed phone that same morning, and she was in disbelief. Not being allowed out of her apartment she was unable to pass her gratitude along, so I hope my story can suffice instead. Thanks again John, -Henry...

This Verizon independent store operates with a complete lack of integrity and honesty. I purchased a Wi-Fi device for my car, but after realizing it wasn’t suitable for my needs, I returned it two days later. The manager assured me he would handle the return immediately.

Five months later, I reviewed my Verizon bill and discovered that the device was inactive but the billing was very Active on my account. I had been charged a $45 monthly fee plus the cost of the device. When I went back to the store to address the issue, the manager initially pretended not to recognize me while other customers were present. However, once the store cleared out, he suddenly remembered both me and the transaction. He told me not to worry and claimed Verizon would contact me at 12:15 PM.

To date, I haven’t heard from Verizon, nor have I received any refund. Each time I follow up, I am met with a new story and more empty promises. Unfortunately, nothing has been resolved so far.

This experience highlights the importance of carefully reviewing your receipts. Relying solely on paperless communication can leave customers uninformed, which stores may exploit. Many retail staff face pressure from the management to upsell unnecessary products, and when unsuccessful, they may resort to adding these items to your account, especially if no receipt is required. Insisting on a receipt is an essential safeguard against these...

In short: They push sales and don't care to thoroughly troubleshoot issues. They may even lie to your face. Not going back.

I walked in with a phone that wasn't making calls. The guy told me that Verizon only supports 5G now and my phone just won't work anymore. I went home to research and that's not true, only 3G is turned off and that's for everyone, not just Verizon.

I found a setting that was off, and because of that I wasn't using 4G. Turning on the setting fixed my service.

Here's the kicker, the guy lied to me about 5G being the only network Verizon uses now, and maybe he's just not aware (but dude this is your job...) Or maybe he wanted me to buy a phone on the spot for commission.

I decided to assume it was ignorance and called to let him know that there's a fix in case other people have the same issue. He barely paid attention and rushed me off the phone on a snotty manner... Now all I can believe is that this is a push to sell sell sell.

This is not the first time I went there with options besides buying a new phone and they just...