Verizon — Local services in Cupertino

Two weeks ago my husband and I went into this Verizon store to buy an iPhone for our daughter's birthday. There was a special going on that included a free Samsung Tablet (but you have to pay the sales tax on the full retail value). We were told the tablets were 16GB. We decided to get 4 of them as it seemed like a very good offer. We were told that if we did not like the tablets there would be a $40 restocking fee. Once home we discovered the tablets were in fact only 8GB and not 16Gb as we had been advised. My husband went in to talk with the sales person the next day, who informed my husband that he discovered they were 8GB and not 16 when he went into the stockroom to get them (but he never told us). The sales person told my husband that if the Samsung 8GB tablet was not going to work to come back and he would arrange a good deal for him.

After thinking it over my husband and I both felt that we should take his tablet back and talk with the salesperson. The 8GB was not going to work for my husband and we really would never have considered getting 4 of them knowing that they were only 8GB. We returned to the store yesterday. Our previous salesperson was busy so we explained the situation to a new salesperson. After hearing our story he asked us what we wanted to do my husband said he really needed the 16GB tablet. The new sales person said he would talk with the manager and come back. The result was that they 'offered' to waive the $70 restocking fee (is that the best you can do?). Even more dissatisfied now, we asked to speak with the original sales person, who understood what had happened and would be more invested in having us satisfied since we bought the tablets under a false understanding. We waited for the original sales person who said he would go talk with the manager (the manager never came out of the back). He returned to say that they had no specials right now so they would return the phone and waive the restocking fee.

At this point we left the store feeling very dissatisfied with the lack of customer service. The sales person offered to speak with the district manager and promised to call us, but so far we have not heard from him. We are dissatisfied for a number of reasons; inaccurate information from the salesperson (he cited 16GB when in fact it was 8GB, cited $45 restocking fee when it was $70), when the sales person discovered he had made a mistake he never told us, when my husband went back the first time the salesperson said if the 8Gb would not work out for him to come back and he would arrange a deal for him and their best deal was to waive a restocking fee, the manager never came out to speak with us in person and the salesperson never called us after we left the store. Overall, not even worthy...

BEWARE, if you don't want your account to be messed up with or a bill totals up to $750 without you knowing what you spent it on, just try another store.

I would want to give a zero if that was a choice.

Just added a new line to my family plan last week. The next day the owner of that new line went back to the store on her own to trade in her old phone. She was neither my account manager nor the owner, and Andres, the guy works there, just gave away a new phone without having her pay for the device. Now that new phone is under my name, it's charged on a monthly basis for 2 years, and it's billed to me.

Dafuq?

I mean, how can you simply let some unauthorized person take away a new device (not paying anything) without letting me know?? Did she pretend to be me? Can't you at least check her id? This is frustrating because I didn't authorize any of these to happen, and also, it's frustrating because I didn't even know what was going on until later I saw the updated bill info.

So I checked with her, trying to figure things out. Funny enough, she didn't seem to have any clue that she is going to pay for the new phone for 24 months from now. She thought it was for free! (How nice of Verizon...?)

Guess what I also found after seeing that shocking bill? The person with the newly added line, she is now an account manager..! Which I've never assigned her to be. I'm not sure how it happened as I've never got any notification telling me that or asking me to confirm. So it's either she has trouble understanding things or more likely, that Andres guy said something misleading and did something to my account while processing her trade-in.

I used to like Verizon a lot for their services and connection. But Andres just made me want to switch carrier, I'll just have that girl pay off the remaining amount for the device and will stop using Verizon right after that.

Anyway, drive away, go away, don't come here, try another store if you still have faith...

Got a new iPhone and that’s when all of the problems started. iPhone works great but customer service on my business account was and still is a nightmare. I even try to call my local Verizon store and the phone number listed is the general 800 number. The store is open but today is Sunday and the call center is closed. Why not list the local number? I mean, this is Silicon Valley. Back to my new iPhone: When I got the new phone, the rep said I could get a new iPad for about $150 after a $300 rebate. I accepted. She then called me and said I had to get another phone line to get that discount. I don’t need another phone line, thank you. I already had the new iPad and my rep insisted on picking up the new IPad if I didn’t agree. I didn’t. So, she drove all the way to my house to get it. Except, I had thrown away my $80 case and keyboard to my old iPad because the new one was a different side. The rep could have cared less when I told her how wrong all of this is. It took weeks to get my old iPad back, I now have to get a new case. I was mislead. How would you feel at this point? Well, nothing was done, I text my rep to ask if they even work for Verizon still and no answer. Great corporate account customer service. And to think, I used to work in management in the wireless industry for 14 years. None of my people would have ever, ever done this. It’s all about training, empowerment and being fair with your customers. All of that is lacking here. Let’s see if now they make it right. I’m...