Verizon — Local services in Concord

Update from 11/20:

Craig Barrelle from the store contacted me and refunded the $100. Though the experience was not the best, he did make up for it.

Changed my rating from poor to very good...

I have been doing business with this location for many years (have bought numerous phones for family and business and have many voice and data lines). The location recently came under new ownership. As my old faithful Blackberry was dropping too many calls, I finally broke down and purchased a Motorola Android HD for around $400 (at the upgrade price). I was a little wary about the Android since I had problems with one the last time I went this route. However I was told I could return it for an iPhone if necessary. I actually preferred the iPhone5 but they did not have any in stock and the sales person recommended the Moto Android HD. (He did not mention a "restocking fee" but my assistant told me about that later.) I returned one week later with the phone in pristine condition and was told the fee was $50 which I had expected. "OK" I said. After carefully examining the phone, the sales person placed it in the box. Knowing it might take some time to switch the information to the new phone, I then went to the car for my newspaper and came back inside to find him on the phone with someone who I later learned was the store owner. Apparently the Android was dropped and a barely perceptible mark was on the corner of the edge. It really was barely perceptible. (In fact, if he had an issue with it, why would he not have said anything as soon as he picked it up? Instead he had rubbed his finger on the edge, squinted his eyes as he looked at it, and placed it into the box.) I had not noticed this and for all I knew the phone may have been sold that way (I am sure it was not, but it is possible I suppose). However, I was now told that the mark caused the "restocking fee" to be $100. I said "OK, but you have negatively impacted your customer relationship" (or something like that, it may have come out "What? What do you mean you're charging me $100!? blah, blah, blah blah" You get the picture)But here's the interesting part - I had said "OK" and was ready to move on. Really. I was. However, the sales person wanted to be sure I knew that this was my fault, that they would have to discount the phone by $100 in order to sell it and that (yes, again) that this was my fault. (Perhaps part of him knew this was not really reasonable and he felt guilty about it? Nahh... probably not.) I said "you have made the choice to charge another $50 and potentially lose a customer. I don't think that is a very good decision and arguing with me about this does not help". He continued to tell me that I damaged the phone and that they would be unable to sell it now and had to discount it by $100. I said "I get it and you have lost a long time customer for $50" (Not to mention what actual costs there are to "restocking" other than putting it back on the shelf and the paperwork). I got so frustrated with the arguing, that I finally decided to just have my Blackberry reconnected and forgo the iPhone. When he continued I said "why are you still arguing with me?, I just need my refund and my phone reconnected. If you keep arguing I'll need to call your boss" to which he replied "go ahead and call my boss". Wow...I left without my old phone reconnected and without a new phone. I am very disappointed with this approach to business. Though I was not happy with the $100 penalty, had I been treated courteously and had the sales person simply acknowledged my perspective, I doubt I would have left without a phone and posted this message. But do these places really discount pristine phones with tiny marks by $100? I would like to hear if they do. I think they probably saw this as a way to make a quick $100. Go to the Verizon Wireless in Concord and ask for any imperfect Androids. I hear they sell them...

I am repeat customer for years, actually since the establishment of the company 2000. The salesperson Jeremy was so helpful when I tried to upgrade my iPhone. Thank you.

But Then: ... Read, what happened 18 hours later:

I had no coverage phone, or message, from Verizon for 18 hours due to defective new upgrade: form 6 pm 06/27 th, to 12 pm 06/28 th. The transfer messed up everything because something was wrong with the new 14 max pro.

Imagine one need to make emergency call, and can't make a phone call? Not even a text?

When I finally try to return it to Concord MA store on 91 Sudbury Rd, Concord, MA 01742, The associate (supposed to be manager) Rick did not wanted to give me full refund. He charged me 50 dollars and I don't understand for what?

This Phone was defective one that I only tried to set up and barely touched. I just left it to transfer the old pro max to this new pro max as instructed. Nothing. It couldn't do it. I tried until the midnight. Even my neighbor try to help. Nothing. Malfunctioning phone.

I am loyal customer and long time one. I never had problem with this store till now. And definitely would never buy anything there. None of my family, friends and now my neighbor. BK

PS: The manager supposed to credit me when I return the defective phone. He didn't give me receipt, telling me the printer does not work. He never emailed me the receipt. When I asked he said he send it to my text. Yes he sent some blurry images. They disappeared it shortly after. I can't see them now.

When today 06/29, I check my account to see what he did, instead of refund, he charged me more. Imagine this nonsense?

Next, when I went back on 07/3 to ask for the full return in person, the manager Rick, and the worker Carlos (who left the attending customer inside) threatened me physically outside the store.

Of course all this was Reported to the Concord Police immediately. So Can anyone Imagine This happening...

I went to this store to purchase a new phone in November. While I was there they reviewed my account and sold me an Ellipsis jetpack with a 2-year contract for $10 a month. They sold it to me telling me that it would prevent me from any overage charges. They also told me that it enabled me to get internet service anywhere. I told them I was not interested in that but they sold me on using it as a way to avoid overage charges. When I spoke to Verizon Wireless directly they told me how to prevent overage charges by downloading the Verizon app at no cost. I took the jetpack device back to the store to cancel the service - they told me I was over the 14-day return period and would not take the device back. There is a $175 cancellation charge prior. The people in the store were unbending and would not help me. They sold me a worthless piece of equipment that I did not need. The jetpack is a total rip-off if all you are looking for is to prevent overage charges. Call Verizon Wireless directly and they will help you minimize your monthly charges with an appropriate data plan. The store representatives on Sudbury Road are deceitful and disingenuous. If I could, I would not give this...