Verizon — Local services in Albuquerque

Review for Verizon Store Visit on 05/18/2024 at 12 PM

I have never encountered such an appalling level of customer service as I did during my visit to the Verizon store on 05/18/2024 at 12 PM. For the past six months, I have been tirelessly attempting to resolve an issue with my phone. Despite countless calls to the 800 number and visits to various Verizon stores, I was continuously directed to handle the matter in person at a store. I was finally seeking to get my phone replaced under the manufacturer’s warranty, which should have been a straightforward process.

Upon arriving at the store, I was greeted with anything but the professionalism and assistance I desperately needed. The General Manager and the supervisor were shockingly rude and disrespectful from the moment I interacted with them. They made it abundantly clear that they had no intention of providing genuine help and were instead more concerned with rushing me through the process. Their dismissive and hostile attitude was not only unprofessional but utterly unacceptable.

The situation deteriorated further when I interacted with the sales representatives. The sales staff at this location are a disgrace to customer service. They spoke to customers in an undisciplined and disrespectful manner, showing a blatant lack of training and professionalism. It was evident that there is a severe lack of discipline and respect for customers among the staff. They showed no empathy or concern for my issue, treating me as though my problems were insignificant and unworthy of their time.

Throughout my visit, I witnessed the staff laughing and making light of customer concerns, displaying a shocking lack of accountability and professionalism. The atmosphere in the store was one of sheer disregard for customer satisfaction and respect. I felt completely ignored and disrespected, with my issue still unresolved.

This particular Verizon store is, without a doubt, the worst location I have ever encountered. The behavior of the staff, from the General Manager to the sales representatives, was appalling and completely unacceptable. Their lack of customer service skills and disrespectful attitude make it clear that they do not value their customers.

I strongly urge everyone to avoid this store at all costs. If you need assistance or have issues that require resolution, this is the last place you should go. My experience here was not only disappointing but incredibly frustrating. The staff’s unprofessional behavior and the hostile environment make this store an absolute nightmare for anyone seeking help or support. Save yourself the frustration and avoid this...

The short story: You are treated well as long as you are a potential commission. Do not approach this store for any type of current user issue as you will be talked down to and dismissed making room for the next comission.

The long story: My experience with them started off well. In 2016 we had gone in trying to switch from T-Mobile and had a lot of questions about data usage, plans, equipment plans, all answered concisely and accurately. The lovely sales rep even transferred the soul of my wife's old phone to the new Note 5 we just bought.

less than a year later my wife brought it back into the store to see if they could trouble shoot it and find out whats going on.

The first day, a Sunday, the VZW employee took the phone, blew some air into the phone and called it a day. Not once was the phone accessed for diagnostics, all he did was slap the charger in and once he saw it was charging sent us off. We get home and the phone is still not charging correctly.

The next day, a Monday, my wife noticed significant swelling of the battery (you can literally slide objects between the glass back and the battery) so we took it back in. The employee had one look at the phone and immediately pointed the finger to user negligence. Whether it was or wasn't the rep did nothing to show us that it was in fact user error. We asked if they could take the phone to determine if it qualified for a warranty replacement. They refused saying batteries only swell if my wife did something wrong. We asked if they could initiate a warranty claim anyway which their answer was:

"We can start the claim for you but they will charge you $600+ when they find its user neglect."

After being talked down to for about 10 minutes we asked for a supervisor. Instead of having us talk to the supervisor who was on the clock we were given a card to a supervisor whom was not present at the store to call later. We decided to leave as we were getting no where.

We called VZW gave them the story and they were shocked they let my wife leave the store with a potentially hazardous device (swelling batteries could lead to combustion.) We were taken care of after calling and escalating with VZW over the...

This is the worst customer service I have ever experienced. I called this store ( 2201 Luisiana Ave, Abq, NM) to ask about what happened to my over night delivery replacement phone since it was promised I would get it the next day but havent received it. When I spoke to the representative at this store, he told me he dont know of any phone replacement for me, that there was no record I ever even went to the store and have my phone replaced. So I asked the guy could I speak to someone else, perhaps a manager who would know for sure regarding my replacement phone, the guy refused to transfer me to someone else who could help me. Instead, he said, if I want answers to my questions about what happened to my phone, I have to show up at their store, I said yes I will, but I need to speak to someone else there first. The guy said, I cant help you on that, I have customers waiting, I have to go, bye, click. He hang up the phone. I was so mad, I called their nationwide customer support and report the unprofessional and rude customer service I received from that place. It turned out that my phone replacement delivery was processed but they dont know what happened to it, it wasnt registered on their computer. So, in other words, the guy I spoke to just jerking me around, didnt even ask me what my name was when he answered the phone so how would he know who he was talking to? This store is horible, not only are their customer service sucks, they do stuff they are not supposed to do like changing our service plan without an authorized user and other stuff that it would take too long to write it here since there are so much of wrong stuff they are doing at this store. Thankfully the nationwide customer support was helpful which makes me feel better but I'm still thinking of leaving verizon wireless. I dont want their business if that is how they are going to treat me. I just wonder if they were being rude to me just because I have an...