Verizon — Local services in Allegheny Township

I had picked up a phone for myself with no trouble and the worker being incredibly kind and helpful. I then went back two weeks later to do the same for my sister. The associate was completely unhelpful. I have no issue with someone following store protocol. He said "you can only pick up a phone if you are an account manager, because you could be anyone" and I explained how I did not have to do that prior to this visit when I picked mine up. He did not give a care. He kept saying "well you could be anyone." Even after I gave him the pin, stated names on the account, and the phone number it was associated with. He replies with, "yeah that is the correct information but I can't just hand a phone over because you could be anyone." Losing my patience I gave up, I went on to ask if there were holding fees for how long the phone had been there. The reply was "well the phone has been here 5 days so pick it up tomorrow," okay so that was dodging a question that would've been helpful to know. I went back the next day and the worker said "your order was cancelled because you failed to pick it up in 3 days." Worker 1 gave me the absolute worst customer service experience I have ever dealt with. And I left the store saying "well your whole staff should be on the same page about things because this did not happen last time." Needless to say, the customer might not always be right and I know the kid was just doing his job, but let's also remember basic human kindness and not talking down to a customer.

The second guy, Zak I think his name was. Super kind, good worker. I wish I knew the name of the very first guy who helped me...

Our phone, a year old, quit working. It just stopped, would not turn on, would not charge. We took into the store. For $180 they could replace it there, as we have the protection plan. For $0 we could drive an hour to the closest Apple store or we could call the number he gave us for express service, where they would send us a phone and then we could take into the store and they would set it up. We asked what the process would be to call and Chris assured us it would be simple. Five different employees, two phone calls (because the number Chris gave us was not the one we needed) and 3 and a half hours later, we are driving to the Apple store. When I called Chris, he didn’t care. He said he is not a tech, and that is what we need. Apparently for $180 he could be a tech. I have gone to this store numerous times and Chris is never helpful. They did have a woman who was so knowledgeable but she was too knowledgeable and they moved her. Don’t waste your time going here. I’ve been a Verizon customer for over 14 years but I think it is time to look at the competitors as their service has gone downhill. Update: the Apple store couldn’t replace the phone. It was out of warranty and with our Insurance protection plan we had to go through Verizon. They did try to diagnose the phone though and said it would not power on, appeared to be a malfunction and we would need a replacement. So once again I had to call Verizon. This time because we were able to tell them we had been to Apple and what they said, they gave us no run around and we are being shipped a new phone. However, it was more wrong advice we were given from...

Woukd rank lower if possible. Bought a phone in April. Girl sold us new plan with promises of discounts never gotten and fees never waived plus cheaper bills that actually doubled. Lied when confronted but eventually admitted then pushed off to billing. Wanted to pay off phone that was not the one at the price I chose and she used the money to pay off the wrong one. Paid off so I could move the first of four lines to US MOBILE who is much cheaper, more helpful. Since she put the money to the wrong one (the phone she said was never locked but admitted it was later it as) it would not work. After 4 hours on the phone with corporate most problems were solved and remaining phone paid off which was the one that the money was supposed to have had the first payoff on the first place. Same girl in store also gave us wrong number for insurance to replace defective phone but got the right one from corporate before the call got dropped. At that point had had enough after trying to fix her messes, get credits and unlock phone to go elsewhere. Have to call back to finish soon as the urge to scream passes. After 22 years our business is going elsewhere. Signal sucks anyway. Most times you sound underwater, in air tunnel, in an aviary or pig pen. Seems lots of lies or they don't know what they are doing. Glad to talk to talk to corporate finally. First day was hold then ty for choosing Verizon goodbye with a disconnect no humans. Hard to get a human as well...