Verizon — Attraction in Grand Haven

Super disappointed with my experience here. On Saturday, we went to upgrade both of our phones. My wife’s phone has a secondary number on it for her work. After spending an hour trying to get it upgraded, Kennedy said that the tech-support said the only way to upgrade it would be to disconnect the second number and then reactivate it. She said there was a slight chance the second number wouldn’t reactivate but that she had done this before and it shouldn’t be a problem. After the upgrade went through the number did not reactivate. Kennedy told us to come back tomorrow or on Monday and we should be able to fix it. She said the problem was probably that the tech-support person just didn’t know what they were doing.

We came back on Sunday and worked with Erin. She got to a level two tier person who said the problem was just that it required 24 hours after deactivation for the number to reactivate. She said that they should not be a problem for us to come back on Monday and everything should reactivate super quick.

I just spent two hours there with a new person, Tim. At first he tried to be super helpful, aggressively going through several tech agents who did not know what they were doing. Finally, we got to level two support and a supervisor and we were put on hold while they were working on it. I told him it was OK to help someone else while he was on hold. Then, for some reason, the call disconnected. I got a text message saying the call had disconnected and immediately told him. About 10 or 15 minutes after that Tim came to me and since Kennedy had told me there was a chance the number might not reactivate there’s nothing else he can do. He did not offer to call tech again or work on this with me. I asked him I should’ve done differently with upgrading my wife’s phone other than disconnect the number. He said he didn’t know. After two hours, I feel absolutely abandoned by this company. Tim basically said Verizon tech-support would have to fix it and so I just needed to call them myself because there’s nothing he could do at the store level. So, basically you’re on your own.

I want to be clear, some of the staff here are excellent. I’ve worked several times with Josh and he is absolutely fantastic and sticks with things to get it fixed. Erin was able to really quickly get us with the right tech-support person who seemed to know what was going on and told us everything would be OK on Monday. Kennedy was super friendly and I do think tried her hardest (even though, as the update below indicates, part of the problem was how she set up the new phone)… But at the end of the day, it shouldn’t be this hard to upgrade a phone with the second number. And for Tim to know that I have spent three days here, doing two hours today alone, and to just give up on me when the call disconnected is absolutely unacceptable. I guess I’ll just stick with corporate Verizon stores from now on. It’s a bit more of a drive but I’ve never had an issue like this there.

UPDATE ~ I drove to the Verizon corporate store in Holland and within 30 minutes they had everything fixed and squared away. Apparently one of the IMEI's on the new phone wasn't set properly (it was set to IMEI 2, which screws up second numbers because those need to be on IMEI2). They also apparently suspended the number on my wife's watch, and the person at the Grand Haven store today said he fixed it, but he didn't. The rep at the Holland corporate store was able to fix that in about 45 seconds. Lesson learned, stick with corporate stores.

SECOND UPDATE ~ Given the message from the store, I did email their team a week ago. I have...

We recently decided to upgrade our phones. Even though we have several local Verizon stores near us, we choose to go to the Grand Haven store because of the outstanding customer service we always receive there. This time was no different. A big shout out to store associate Josh for his excellent customer service! We felt comfortable and at ease from the moment he greeted us with his warm, welcoming smile to the time we left with our new phones! We felt confident we were in good hands with Josh as he was very personable and extremely knowledgeable! He knew the answers to all our questions and was very hands on helping us navigate our new devices. He helped us decide on the plan and devices best suited for us by offering and explaining each one. Never once did we feel pressured or “talked into” anything. Even though this is a very busy store, we didn’t feel rushed or neglected in any way. This store and it’s associates should be commended on their excellent work! Thank you Josh for the time and effort you put in helping us get our new phones. We are very happy customers and will ask for you the next time we’re...

We had an incredible experience at the Verizon store, all thanks to Erin! She helped us transfer both our phones and a watch from Xfinity to Verizon, saving us so much time and stress. The process with Xfinity can be frustrating, but Erin went above and beyond, even navigating the multiple levels of menus and redundant sign-on screens in their app to make sure we had everything we needed to make the switch smoothly.

On top of that, Erin also got us set up with Verizon internet, which not only streamlined everything into one account but also saved us money. She made what could have been a stressful and overwhelming experience completely stress-free.

Throughout the entire process, Erin was super friendly, professional, and patient, taking the time to answer all our questions and ensuring we were completely comfortable with the new setup before we left. She truly went the extra mile, and we cannot thank her enough for her outstanding service. If you’re visiting this Verizon store, we highly recommend asking for Erin—you won’t be...