Verizon — Local services in Derby

I am very disappointed with my recent calls and chats with Verizon …First of all I called to troubleshoot my husband New IPhone 16 for dropped calls and for not receiving calls and going from sos to 4g then my new iPhone 16 Plus and the tech person said we should send our new phones back and they would be replaced and that they would overnight them to us.So with that said I got the IPhone 16plus the next day but not the iPhone 16 , so I called to help get mine set up and kept getting transferred to different tech support people after sitting on the phone all day ands waiting for call backs which I never got I decided to go to the store in Newport/Derby location to have them finish it up after I figured out the rest on my own they had to do something with the sims activation so that got done. Then 2-3 days later I got my husbands so I decided to set his up myself which I did and then called to have Verizon activate his… Then Verizon tech spoke with me about my internet service and network extender and said my network extender was old and that he would send me a new one so ok they did… when I got that I couldn’t set that up either so they said we will send another new one to you with a return label I said ok …. So when I got the second new one I was having trouble with that one as well so they told me it was my internet modem… so after several calls about that I then called my internet service and they came out to my home and gave me a new modem with NO HASSLE AT ALL… Then I tried with your techs again to set up my new extender with no luck AGAIN…. So I decided to call KRISTEN at the Verizon store in Derby and she was very helpful and got me set up with the extender within 10-20 minutes … I can’t believe all the frustration and stress Verizon put me through and all the messages I sent and phone calls in the last week and a half for me to just call the store and speak to her. IN MY OPINION KRISTEN WAS MORE KNOWLEDGEABLE THEN ANY OF YOUR TECHS THAT I SPOKE WITH SHE IS THE ONE THAT DESERVES A HUGHE BONUS NIT THEM!!! I have never been so disappointed in all my 12 + years with Verizon’s Customer/Tech support… It was insanely frustrating and very disappointing!!!

I gave the 5 star review for KRISTIN not your customer/techs support people!! KRISTEN WAS AWESOME AND WENT ABOVE AND BEYOND ,IF MY OPINION COUNTS FOR...

AVOID THIS STORE!!! I purchased a phone for a prepaid plan. The phone had me install the same security update four times in the first 48 hours of having it. The phone despite having full service, was freezing, dropping, and not connecting to video calls and internet services. I go to return it and get told to essentially eat it despite the 14 day return policy on both Verizon and wireless zone websites. Lying rep tells me it's because of it being prepaid, which is covered under both return policies. Then the rep has the ordasity to admit I was charged over double the price the store buys them for. I ask to have them help call my previous provider to unlock my old phone that is better. I get lied to and told it would be over an hour wait on hold, despite within the last few days, it only took an average of three minutes to reach straight talk customer service. Ask to speak with a manager and get a goose hunt. This store is horribly missmanged and could care less about the customers. Go to any other store you can to save...

I have been having trouble with my cell service and my bluetooth for months now. I had made numerous attempts to deal directly with my service provider to remedy the problems but to no avail. Today, I went into the Derby Verizon Retailer and was served by Kristen. She spent a great deal of time with me and attended to every problem. She reset my bluetooth so it now functions properly and at the proper volume. She solved my wifi calling issue. She explained the limitations of my cell access due to the proximity of the Canadian signals and the type of plan in which I was enrolled. I am returning tomorrow to change my plan.

Good customer service coupled with product knowledge is quite difficult to find these days. Kristen provided exemplary customer service. She was also exceedingly competent. I will recommend Kristen to any of my friends who are struggling with cell issues.

If you are her boss reading this review, she deserves a...