Verizon — Local services in Clovis

It’s unfortunate that I have to share my horrible experience with Russell cellular this last week. I went into the Prince location on 9/22 to purchase a new iphone. The sales rep, super sweet and fun lady, greeted me. I told her I wanted to buy a new iPhone and trade in my old one. She immediately said that they have a promotion going on that it would $830 off of an iPhone with trade in and with a change in my plan an increase of $10 for my monthly bill we could do that promotion. She proceeded to say it would be about $200 to purchase. That was a great deal, so I asked about iPads as well. She said that it would be $279 off iPads, which would be about $500. I figured it would be around $800 or so to purchase the phone and the iPad. Considering I was willing to pay for a phone that was over $1000, I was ok with that. So we figured out which iPad to get (10th gen) and completed the transaction to purchase the iPhone 15 plus yellow and iPad. Since they didn’t have either in the store we had it shipped. On 9/26 I go to pick up the iphone and iPad. The other sales rep, also nice, said that I still owed $587. I pulled up my checking account to show that I paid over $900 for the phone and iPad and that I paid them off. He said I couldn’t pay for them outright because they don’t allow full purchase in the store. He proceeded that I could pay all but $50 and then pay that last $50 after 30 days. I completed the trade in and they fixed the $587 error in the computer. They also said since my phone was old the trade in value was only $415, I would only be credited $415 over 3 years not the $830. I left the store upset and needing some time to think about the situation before talking to a manager. Fast forward to today. I look at my account and notice that I’m making payments on the phone that I purchased. So I write it all out and head to the store. The manager/sales rep there kept apologizing for the sales rep’s lack of telling me all the details and there’s nothing they can do. After voicing my valid point for several minutes, I left the store with the corporate number. The corporate manager, rude and disrespectul, also told me there was nothing they can do and that I need to call Verizon. She said that I didn’t know how to read the receipt because it clearly stated that $830 was financed. I emailed her a pic of my receipt that didn’t say that. She replied with the “actual” receipt showing that the $830 would be financed on my account. I never even got the receipt for the phone. Getting nowhere with her, I politely told her that if more people catch wind of this situation they probably won’t have a business here anymore. After looking closely at the receipt that was emailed to me, also says the $279 from the iPad would also be financed, but it’s not. I called Verizon. The lady was super helpful and talked through the situation. The biggest issue I have is that I wanted to pay for the phone outright and not have a contract hanging out, but since I traded in my old phone I can’t do anything about it. If I return the phone and iPad then it will void the contract which I would have to pay $100 restocking fee and lose the $415 credit and have to pay for another phone all over again. Had I known that I couldn’t buy the phone outright I could have decided on whether to get the ipad or not…or in general, make a decision on what I could afford or not. Also, at a closer look at my account and doing the math, I figured that with the $22.50 monthly charge for the remaining balance on my new phone for the next 3 years, and the credit of 11.50 for my trade in for the next 3 years, and the $10 change in service plan, I never even got the credit for my old phone. Or better yet, I basically got a $36 for my old phone after 3 years. 🙄 I wish I would have trusted my gut and never walked into that store. I just want you to be aware of how they do business. Even more frustrating that nothing’s being done despite my valid concerns. They’re not even with the better business bureau…that should tell you...

I've always loved Verizon Wireless and the service I've received, even when there was nothing they could do to help me, they've always offered supreme customer service and did their best to offer me something that might satisfy me and when I couldn't be satisfied, my experience was still a good one. Over the past few weeks, I've dealt with one particular sales rep that didn't care to hear me out or even offer me any kind of solution that may fit my needs. Tanya acted as though she didn't have time for me and didn't care what I was saying. She treated me as though I wasn't worth her time. When I was speaking with her, she continued to interrupt me and treated me with the utmost disrespect. My experience would have been better if she had just heard me out and let me say what I needed to say without interrupting me.

There is only one sales rep now that is an absolute joy to work with no matter what. He is always fantastic and goes beyond a reasonable reach to make sure I walk out of his store satisfied. I'll have to update this post the next time I go in and include his name. After calling Verizon Customer Care, I was treated the way I'd expect to be by anyone collecting over 100 dollars a month from me for years. I received incredible service and my issue was solved and I got a new phone 300$ off. If only Tanya had heard me out and treated me more like a valued customer and less like an inconvenience. I work in customer service so I know that it is the CUSTOMER that makes it so I do have a job. She should definitely treat EVERY customer she has with the utmost respect and they should feel valued and appreciated every time they walk into that store. Maybe next time she will learn to listen without interrupting and do more to make sure her customer...

Went in to Verizon this morning because my old phone had finally decided it was done. Walked in and we were the only people in the store. The young lady did not great us when we walked in and continued on with what she was doing. When she finally asked what she could help us with, I said I needed a new phone and wanted to change my plan. She gave me one option which was double the online amount but when I pulled up the Verizon wireless website and showed her those plans, she said it was wrong and they didn’t offer that. When I said…it’s your website, she responded with “sorry, I can’t help. Maybe try online”. Which I understand sometimes they offer more online, but the lack of interest was astonishing. She then wanted to start updating my info even though she couldn’t help. I said that I’d take my 22 year old account and go across the parking lot to the other carrier. She shrugged. We did. And they were extremely nice and helpful. We all have new phones. New plans. And very satisfied with the...