Verizon — Local services in Apple Valley

UPDATED REVIEW: We had a bad experience but they made us whole in the end and took care of us. I am satisfied. We don't mind shopping there again, but will be sure to be on guard against any misunderstanding in the future. If you're curious about our unusual experience, continue reading. But I don't believe this is the norm.

HERE'S THE STORY IN THE ORIGINAL REVIEW: We added my wife to verizon to take advantage of a promotion. When she had finished, I told the associates I love my phone, its paid off, no issues, BUT if I could get the same trade in and rebate promotion, I'd take the deal. An associate mistakenly promised me the deal too. I waited a week for my phone to come in. When I arrived to pick up they refused to release my phone because my first name was different than the official account name. Because my first name didn't match the account name, they told me to call Tech Support and come back later. Hours later, after tech support helped us, we confirmed our device was there. We returned and used the name reflecting the account.

After that, we noticed our bill for that phone went up quite a bit. We also were not properly coached on how to redeem our rebate. And due to unclear wording, I did not know my phone was not eligible for the rebate, which is why I bought it. Protection plans were added on that I specifically refused at time of ordering. I had been on and off the phone with tech support to learn all of this. I wish the associates were more clear.

UPDATE: The manager assured me she has spoken to her team about this experience and will work hard to be more clear with their promotions. Again, we have been taken care of and made whole. Just as a customer, ask a lot...

Najj and Heather were super helpful and friendly!! I had went to the Verizon at the Victorvill Mall and the worker there named Cooper told me to factory reset my phone because that usually fixes it so as I was doing that he was looking through my account to see if there was anything wrong there but he there wasn't. So I lost everything in my phone in hopes it would be fixes and I could text again but it didn't and he basically rushed me out to close and wouldn't help me anymore. I go this Verizon store and Najj actually took her time and went through my account, now it took us about over an hour to figure it out because we couldn't figure out why I couldn't send or receive texts. It got to where we almost had to get a new phone but that had it's problems, to much to explain but Najj did everything she could, then I asked about trying just a new sim card so she started to switch the sim cards (offered to give it to us for free if it worked) but it wouldn't let her switch. So she went back into my account and just to see, she went to my features, and found a freaking TEXT BLOCK. All we had to do was look into the features, I didn't have to spend a some and all she did was unblock... It was SUCH a relief.. So upset I lost everything because Cooper didn't want to work with me at the other store, but I'm grateful my phone is back on, Najj and Heather explained everything and we all laughed and talked while being put on hold and waiting for stuff we didn't even need but she did everything she could and after patience and good conversations, she got it fixed!!! So thank you so much again Najj and Heather, we really...

First, the customer service in this store is horrible. Just about every employee is stuck on their phones even when handling customers. When I first arrived, Ramone Martinez (employee) had me and my family waiting about 15 minutes before even beginning to help me. He spent a lot of time conversing with coworkers about personal stuff and joking while I’m trying to make a transaction. I came back a second day and he literally took 2 personal calls while helping me and another while on the phone with a level 1 and 2 technician. The rest of the coworkers found it appropriate to interrupt us multiple times never finding it rude. He was also highly rude to the Verizon technicians on the phone. At any given time I could see every customer who wasn’t helping a customer on their phone or having personal jokes and coversations even when helping an elderly customer. My last visit there, another employee was helping me which she happened to be very professional. A returning customer happened to come back for a screen protector so she asked Ramone to help the customer but he was too busy leaning over the table texting so she had to do it herself while helping me. I’m not sure who the owner is or the store manager but you might want to clean house with these employees. I walked away 90% dissatisfied with my transaction and customer service! Only have 2 stars because the one woman employee (long black hair) was actually the only one of 6-7 employees I saw that were mature and...