Verizon — Local services in Crossville

I took my 90 yo mother in as her phone had quit working. Waited for 20 minutes to be helped. We waited patiently and when the guy walked over to help us I showed him the phone and told him I thought it was still under warranty and that we needed to see what was going on with it and likely replace it. He opened the back of the phone and said it looked like it is damp what did she do....drop it in the toilet? I told him I knew nothing about it being wet or dropped and my mother was shocked by his statement and said she did not drop it in water. He asked for my phone number to look up the account and I gave it to him. He then asked for my license. It tried to explain that I had driven up from Nashville today to get her phone fixed and had forgotten my wallet but that I could give him her license or any info he would need to help us take care of the phone. His response was....lady you need your license, its the law to have it to access your account and I'm not going to lose my job over you! I began to tell him please help us as it is her primary line of communication and as you may already know....Its supposed to snow like a mother f* this weekend. I was not yelling nor threatening just made a statement of my concern of the weather and my mom needing the phone. When I made that statement... and yes maybe it wasn't appropriate, but it certainly was not loud nor threatening...As we had already been tollerating his attitude and previous comments..He threw his fist up and pointed toward the door and began yelling....That's it!! Get out....I'm calling the cops!!! Again....I remind you that I am standing there attempting to get help alongside my 90 yo mother who is physically shaking by his actions and tone. I asked him for his name and he refused....I asked again and he finally yelled it's Brian and my boss is right over there so go tell him!! I went over to his boss....older man grayish hair and told him what had transpired and he said well there's not much I can do. You are in a public place. I helped my mother out and we left. I drove 2 hours back to Nashville....went to a Verizon store...walked in received help, showed them my mother's phone they asked for my phone number, looked up my account, answered a couple questions that I had regarding my bill... he then took my mom's phone and said it is still under warranty and we will have one overnighted to you as I understand ahe is older and we need to get it to her. May I also mention they didn't ask for nor demand my license to be shown!! I have been a Verizon customer for 20 years and I forgive you due to your lack of skills with the public. So this is for You Brian as I have Never been treated nor threatened by anyone of you lack of caliber in my life so I will post this in an effort you wake up and IMPROVE and receive further customer service training in an effort to improve...

Returned an iPad cause I was told I was not paying a fee for data. I assumed as when I bought the first iPad many years ago you could get a WiFi version. Store employee when asked about it,he told me,Well you pay yours off early and can always cancel the plan. I though for a brief second as it was busy around the table we were at that the plan was included in the $45 monthly fee and he did not rightly come out and say,yes it’s $20. Yeah, not so and I of all should have caught this right away. Device fee of $45,$20 data then add $12 for insurance and you come out at $77 added to bill not including taxes and fees. I also was never told about a restocking fee of $50 even though it says it in receipt but who really reads fine print now.. he put in his notes when I returned iPad the next day that he did tell me. No,he said I have 14 days to return the case if I did not like it.. Notes were read by billing phone support when I called in on the *611. Now if he did and if I looked at fine print why in the world would I waste my time calling billing support. Another worker chimed in and Rudely said, if you want a WiFi version then you better go to Walmart or Apple and pay full price... ha lady if your reading this, I strongly agree with you and I don’t need your plan to buy a phone or iPad. I can pay cash for these and multiple devises at that. I pay off my phones in a matter of months so no worries dealing with you folks again. If your gonna loan me $1200 no interest then why not make payments but I won’t again. I do like to be told everything when making a purchase though. Don’t put in your notes that you did your Job to cover your lack of responsibility in your job. It’s not always about how many plans you sell in a day, customer service is your job and customer service is what you should provide. I’m done with this store, and as I see that the store owner is replying to the reviews then please train and retrain your employees. My fault for not fully knowing the product pitch better but I will not let this happen the next time.. won’t be one. And billing support for issue me $50 credit toward my bill by the way. Very helpful person she was. Not by giving me the credit but...

Both their coverage map and tech support say there is 5g nationwide in the area. So I order the iPhone 12 and after being on the phone for an hour and a half checking phone settings and all of their network settings, no luck with getting 5g on my phone. The Verizon towers in this area have not been upgraded to 5g yet. I know it is a very competitive business for wireless customers but Verizon needs to stop claiming something that isn’t. I like Verizon and have been with them a long time. But my ordering a 5g phone phone was based one more than one source with Verizon saying it would work. No one knows when the local towers will be upgraded nor when 5g will be available (since they say it’s already here lol). Love to see Verizon’s answer to this. Anyone else have this issue? Update to owner answer! Is there nationwide 5g in Crossville and where specifically because I’d like to try my phone there. The coverage map shows solid 5g for all of Crossville which is not the case. All of the settings on my phone are correct after 90 minutes on the phone with tech support, trust me on that. I don’t think you have the access tech support does to help. So two questions if you could please answer them for me: 1. Are there any 5g towers in this area? 2. Where specifically is 5g coverage in the area of west ave and 4th st in Crossville? Can you have Verizon change their 5g coverage map to indicate correct coverages? This is how you can help me and many other folks....