Verizon — Local services in Beaufort

I have had two visits this month. The first time I dealt with Chris, one of the Managers and the person who helped me in early January. He was very patient and polite and took over an hour to make sure he fixed my problem! Chris gets 5 stars, hands down.

Unfortunately, my second visit on Friday, January 24th was the exact opposite. I was in for the same issue I had early in January. Amanda was assigned to help me. To start, she clearly did not want to be assisting me and complained to another manager about how she was supposed to be next for her lunch break but somebody else went first. She never once smiled at me for the almost 90 minutes we worked together. Second, I overheard Chris tell her where she should start because he was aware of my previous issue. She ignored that and went straight to turning on my Wifi Calling which I knew had nothing to do with the issue. She said she knew that could be an issue with Apple iphones but I had a google Pixel. I tried to walk her through the steps we had to go through before. She was struggling even finding how to disconnect and reconnect my watch from the phone and clearly was not familiar in working my Google phones or Samsung watches. In addition, while attempting to work on this and taking three times longer than I could have done it myself, she chided me about not having a device protection plan. I understand sales and device protection is probably a part of her job but at the point I say I am not interested the comment of "What are you going to do if one of your devices breaks?" and the attitude with which it was said was not necessary. Throughout the process her phone rang very loudly, frequently and although she could see it on her watch she repeatedly took extra time to pull her phone out of her pocket and did not have enough respect of my time to put her phone on silent. While she was on the phone with tech support she struggled several times to complete the steps and appeared to only be half attending. In the end, the person on tech support was not aware of how to solve the problem even though I am certain there were notes from my previous visit in which the tech was able to solve the issue. I mentioned this to Amanda and she did not seem concerned in expressing this to the Tech on the phone so I left after a total visit of approximately 2 hours with no actual solution. I am completely aware that the issue with my phone/watch appear to be an uncommon issue and that it may take some time to get through to tech support and get it fixed. What I do not have patience for is someone who very definitely appears and verbally expresses that they essentially do not want to be assisting me nor do they have the energy to even pretend like they do. Everyone has bad days but if you work in retail there is a certain level of expectation in regards to customer service. I could even forgive some of the attitude if she was adept at fixing the issues, which she clearly was not. The combination of lack of knowledge and clear lack of interested in being friendly/customer service made this whole transaction very frustrating and disappointing. I have never had anything but good interactions with every other service rep at this store and even that day they rest of them were friendly and smiling. Somebody should have recognized Amanda's attitude and pulled her out of that situation as it was very clear she did not want...

I recently upgraded my phone to the galaxy S8. I also bought a case and screen protector, and even though I clearly stated I didn't want or need it, a car charger. I bought the Zagg screen protector that has a life time warranty. Within 2 days it broke, I responded to a text from the manager with this as an issue and was told to come back in to have it swoped. When I got in to the store, the girl behind the counter was rude about me not having time in the day and a half I had owner it to register it with Zagg. I told her that, based on the performance (and crappy adhesion), i wasn't really sure I wanted another one... eventually she (gritted her teeth and) changed it. THE VERY NEXT NIGHT the new one popped off and broke when I dropped my phone getting in to my car. I called Zagg to explained my dissatisfaction and they explained that since it was bought from verizon, only verizon could refund my purchase. Once again, I text the manager line to explain the situation and verify that I wouldn't have any issues. They responded (eventually) with "no you won't, just bring it in and ask for a manager...." So I did.... but the broad behind the counter (not a manager) tried to say that the screen protector was DESIGNED to pop off and break and that no refund would be given and I needed to contact Zagg for a replacement. I told her I already had and she rudely tried talking me in circles to get me to back down. I told her I wanted to speak to a manager (who was apparently standing right next to us)... I spent 40 minutes waiting... and through all this negativity, I can comfortably say the manager I dealt with was friendly and easy to talk to... and helpful. With all that, I'm not sure I'll go back to this location.... I will go to Bluffton or wait until I go back home to see family to handle...

I went in to assist my father in adding an already-purchased smartphone phone to the family phone plan on a new line since he wanted to learn how to use a smartphone before upgrading his existing line. I managed to add the phone to our plan on my own with the app long before someone could get to assisting us. Then when someone finally got to assisting us, she was the most unhelpful person i’ve ever had assist me in any Verizon store. I literally had to call the Verizon customer service line myself because she just stood there not being helpful at all, not answering basic questions, or giving any general advice or anything. She asked me, “are you calling customer support”, and when I said yes, she immediately just jumped to helping the next person and leaving us at the counter by ourselves. The other representatives seemed so clueless as well, so this is definitely a store problem, not necessarily a problematic representative.

In addition, this isn’t the first time i’ve had a horrible experience here. I walked in with my grandmother to help her get a new phone and plan, and it took 2.5 hours just to get assistance.

To conclude, they’ve also been outdated in decor, which may be an odd complaint, but it shows how poorly managed this place is and perhaps they’re too cheap to put any good investments into it, such as knowledgeable staff.

Do yourself a favor and do everything through the app, online, or call customer support. Verizon has some pretty decent customer phone support and they helped me resolve the issue I was having with the newly activated phone within 5 minutes. If you absolutely have to go to a store, do NOT go...