Verizon — Local services in Asheville

When going to this store I did not realize it is not owned by verizon. Last week my phone shut down and would not come back on, took it here for help, when I said that I had an issue with my,phone the reps demeanor immediately changed. He was constantly texting while "pulling up my info" on the computer. He said he had to call customer service, I had my two year old and said I needed to take him to the restroom, he said customer service would need to speak with me. I took my two year old to the restroom and when I came out he was standing near the bathroom. He said they needed to speak with me, they weren't even on the phone yet. He handed me his phone and the customer service rep had to get all my information over again, she was not even made aware that I was standing in a verizon store. The sales rep at the store impatiently indicated that it's a known problem on this phone and there is nothing they can do. I was the middle person between him and the sales rep while trying to handle my two year old and do what she was saying on the phone. He should have handled the phone call. I bought the phone from this store less than a year ago and the customer service agent told me it was a known issue on the phone a year ago. There was no indication of this made to me at the time of sale. After a 30 minute phone call it was decided my phone couldn't be fixed and I would have to wait for another phone to come in the mail. Apparently Verizon does not provide Warranty replacements in store. The store should have some sort of loaner program until a replacement comes in, seeing as though I bought the phone from that store. When I handed the sales rep his phone back he looked at it and huffed about how long the call took. I was not pleased with my experience at all, I have emailed with no response. Sorry customer service, will most likely be looking for...

Wow. It is hard to believe what a huge difference there is between this Authorized Retailer versus the company-owned stores I have been to. I assume the phones are the same. Here are two significant differences that have frustrated me to no end at the company stores I've been to in Asheville and Hendersonville.

This authorized retailer is extremely knowledgeable about their products. I am one of "those" people that want to compare the phones and their features, and I asked a lot of questions before upgrading my phone. Every one of my questions was answered with knowledge, patience, and respect.

Every employee in the store was dressed and acted professionally. If the treatment I received is consistent, the staff respect their clients, and aren't always on the phone, or joking with the other sales reps, or being interrupted, or yelling across the floor, or needing help...

Secondly, I have never used a screen protector since using a cell phone. But I was so impressed with the service, that I ended up buying one anyway. The manager (who was helping me), put the screensaver on according to the directions. A couple of days later, it became loose and fell off the phone. I put it back on. A day or so after that, my phone fell on carpet, and the screensaver popped off again and broke.

Upon hearing the problem, the manager said they would put the liquid glass one on at no charge. I didn't want that, and guess what! They actually refunded me for the screen protector I bought for $30 - no arguing, no excuses. He just wanted his customer to be happy.

Now I call that WOW factor! I will always visit THIS store if any needs arise. THANK...

Ok ...When was the last time you met someone and thought.....now there's a person who WILL and IS MAKING a DIFFERENCE in our WORLD??! Well, A big Thanks to a gentleman/Gucci kind of Verizon/tech GURU representative "Mason"!!! also CONGRATS to his local team Manager, Nick? heck regional and global teams - Who saw/see the compassion and brilliance to hire such a gem! No... I am not related to this fella - haven't even met him in person...he took quality/lengthly time with me over the phone to solve phone transfers etc! In today's climate - in the field of retail and customer service it is so very common to criticize and not find deliver and take the time to compliment!!! Mason, such a bright future is in store - the Verizon store - as well whatever "Store" you desire! Thanks for being genuine and gracious! The world needs more of you! Nana Kate

Here we go...REVIEW #2 - curious why one can't leave another review for the same location? - sooo I FINALLY had to go into the physical location - store, my phone was dropping calls? ANOTHER GREAT TEAM MEMBER "MATT" was there to creative problem solve, provide another sim card and also a lesson on phone basics!!! Manager NICK - you really know how to "pick-em' ! Thanks so very much Matt, you were clear, and spoke in terms that were understandable and are...