Verizon — Local services in Chapel Hill

Update: I received a phone call the day after I wrote this from a district manager of the stores in this area and he helped straighten things out with the fees and such — I really appreciated the help and the proactive service. While it wasn’t an ideal situation on the whole, I am glad that the issue was addressed.

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I’m honestly surprised by the number of great reviews on here because I had a terrible experience with the purchase of a new phone from Blaine -- I'm unsure of whether it was due to incompetence or a decision to take advantage of me, since he seemed friendly but perhaps new/inexperienced. Regardless of intent, this phone purchase has created inconveniences, fees, and wasted more time than I have to spend.

To begin with, I went in to purchase an iPhone 8 Plus and turn in an iPhone 6 for trade-in credit. After he got the iPhone from the back, Blaine turned it on and passed it to me; I began to set it up myself through my Apple ID. This is important to note because there was a $15 fee on my bill from that day that I was later told was a "set-up and data transfer" fee.

Upon asking for the phone, I told him that I wanted to pay for it in full that day; later, when discussing actual payment, he had set it up incorrectly to follow the monthly payment plan and told me that if I had wanted to pay in full that day, that the phone would have been an extra $100, and thus it was a better deal for me to go with the monthly plan, and if I wanted to pay it off I could just pay it off in full after the first bill. First of all, this is not true and I should've been able to pay it off in full that day. Second of all, I was prompted to write this review as I was just unable to pay the phone off in full today when I tried on my bill -- because the amount was wrong.

Unfortunately, the issues don't end there. I was automatically signed up for Verizon's insurance protection plan -- $11 a month. Not once was I asked about this, nor did I directly ask or agree to it. I got ahold of the store (after getting a busy signal 3 times) and was told it was an accident and that I was the one that needed to call *611 to fix this.

Finally, I had to remind Blaine at the end to do the trade-in process and credit receipt for the phone I was turning in. That credit also has yet to show on my Verizon Bill.

Frankly, after hours on the phone with Verizon trying to resolve the many issues that came with this phone purchase, I'm fed up and unfortunately would not recommend this place to anyone purchasing a...

I don't like how 6 months ago (10/2016) I was verbally forced into writing a 5 star review for the employee setting up a new phone. The tempered glass cover was applied to the phone by him and he insisted that he'd get it the best since he does it all the time. This irritated me because of the air bubble that stayed in one corner of the device until recently when I had to remove it for replacement. His name was Shane and I guess the company was making him get reviews from customers. Was there a script involved?

I've also recently come across a lot of awful service from VZ wireless as well. I was bounced back and forth from phone call to in-store visits to back to the phone - at least six times until someone sort of started believing that the phone was defective and finally provided the correct transfer over the phone to start that process. After the replacement was on the way, I quickly noticed through the email confirmation and tracking that the incorrect device was being sent to us (a model 3 years out of date!) Since this mistake occurred near the weekend the correct replacement was "overnighted" and arrived three days later. Once the phones, one incorrect device and one correct replacement, arrived I had to deal with factory resetting the defective device, setting up the replacement phone, preparing the return shipments, and taking them to the UPS store in the FEDEX boxes that the devices arrived in. The defect in the phone was a camera/camera app malfunction in the LG G5. I feel that the lack of knowledge from several of the Verizon employees is a larger scale issue with the company's training program and the management of current knowledge and...

This store and their practice of customer service are amazing. I was greeted on my way in, my problems were addressed, and I was sent away today with a smile on my face, a new phone in hand, and a new contract with Verizon. I want to note, in particular, the service provided by the sales associate Nes. I came into the store today with a broken phone. Nes assessed my needs and asked me several questions to get to know me and learn what I was looking for. She is so personable! It's like talking to a good friend. She guided through the ins and outs of several phones and we narrowed it down to two really great options. She helped me out by showing me a side by side comparison of the pros and cons of each device and she offered me insight into how they worked. I picked the higher end, more expensive model and that was in large part because Ness showed me the benefits of making such a purchase. This felt like an investment in my quality of life. I am excited about this new phone!!! We then talked through my current cellular plan with Verizon. Ness showed me how upgrading my plan to a slightly higher tier would benefit me and my family. I am excited about my phone, but I'm even more excited about this new plan with Verizon wireless. It has 100gigs of hot spot data, Disney+, and so much more. Wow. Thank you Ness. I will be recommending your service, your store, and your expertise in cellular devices and data to my friends and my family in the area. You've made a loyal customer for life. This was a stellar...