Verizon — Local services in Bernalillo

My experience at this particular store was not very helpful. I purchased a jet pack so my grandkids would be able to do their homework and connect to their classroom. A couple of days after I made my purchase the device was getting extremely hot so I told my kids to stop using it. That there is a possibility of the battery exploding. I checked the battery to check if it was swollen and that checked out normal. I called the Verizon store to inform them of my issue and I was told that they could not do anything and to bring the device into the store. I took the device into the store and I was told to call the warranty department. Well I did and the representative told me they should have replaced the device since I was still within the 14 day grace period. I went back and took the device and informed the person the spoke with that the warranty department said that their should be and exchange. The young representative named Frank then told me that their would be a restocking fee. Why would their be a restocking fee for a device that is possibly defective due to extreme overheating. I even asked for a manager and conveniently he or she was not in the store. Again I called the warranty department and the representative told me to go to a “authorized Verizon dealer” and they will exchange the device. This far according to the Verizon representatives that I have spoken to over the phone have agreed that the device should have been exchanged without question. So what’s the issue Verizon “go wireless” representative? I will not go back to this store again due to the way I was treated. I wouldn’t even give this store a star they don’t deserve one after all the back and forth to the store. Now my kids are going to fall behind on their school work. We live in a remote area and we don’t have WiFi service and they have to go to the travel center to keep up with their school work. Think people think you want to keep checking customers returning “CUSTOMER SERVICE” is...

Don't waste your time coming to this store! It's not an authorized Verizon store therefore for if you're not buying a new phone from them they can't help you! I stopped in last night with my new s24 that was giving me a hard time to activate to see if they could help me with activating it. Well sales guy said to just switch over the sim card that it would work. When I explained it didn't he said there was really nothing he can do because I ordered phone online. He continues to help the customer he was helping with his new phone. I waited because I had customer service on the phone while I was connected to wifi. Another customer walked in about 30 min before closing to pick up a phone sales guy tells him it won't be ready before he closes up and that he will have to come back tomorrow. Customer tells him he got a text saying the new phone was ready and he won't be able to come back for 4 days. Sales rep shrugs his shoulders and said sorry can't do anything which I felt it was more because he needed to close the store in 30 min but that time. Finally he gets 1st customer out the door and acknowledge me. As I'm in the middle of both phones and Verizon rep on chat he proceeds to get up and start closing up. Goes behind me and closes all blinds and started making it so uncomfortable for me. Eventually I tell him I'm still here because they are literally in the middle of activating it and if I leave I will lose connection. He didn't care I had to sit in parking lot for about 40min in my car with Verizon while he locked up. Rep was named Jaggs. Horrible horrible customer service. I will never ever go in that store again. I have plenty pics of me in the store and grin l...

If I could give the store a zero I would. While I was upgrading my phone and joining my dad’s plan I worked with Darius, who was distracted by a football game and ported it over the wrong phone number. I could not access any of my things for over 24 hours and had to end up driving 45 minutes away to corporate Verizon just to get assistance on fixing the problem. Darius was not helpful at all with changing the number he ported and lack of follow up. Do not recommend porting your number over at the store. I also was not able to receive or call out on my phone with a number he messed up. I wasn’t able to text or receive text messages. I also tried calling the store to speak to a manager about this multiple times throughout the day and nobody ever called me back for a follow up Very frustrated with This store. Because of Darius’s negligence, I am locked out of iMessages for three days and I’m not able to access them until Apple processes another iMessage request to my phone number. I’ve had to call Verizon almost 10 times yesterday two times and stayed on the Phone for a total of seven hours trying to get in touch with somebody to help me fix this problem. I spent three hours in another Verizon store trying to get this situated so my phone would start working. All for him to be watching a football game and not paying attention to his work. The store has never called me back in regards...