Verizon — Local services in Eagle

I’m not typically one to complain, however today I couldn’t help it. I’ve worked customer service for years, so I know how frustrating things can get. I always try my best to be calm and respectful. For context, I had a terrible time with another store, so I wanted to make sure my sales from then on went elsewhere. My first visit with this store was amazing, so I decided that it’d be my new go to on occasion. I wish I could remember the name of who helped me. My second visit was spent trying to upgrade my phone. I know it’s routine to try and up sell accessories, especially with an existing customer. I respectfully heard out the sales woman(piper). After everything was established, I declined the extras and proceeded to transfer over my info. She prompted me to erase my phone to trade in. I assumed all was good, however the manager pointed out she input the wrong price point. Everything was already activated, so the only solve was for her to call in to have things shifted around. We were placed on hold for an hour. I was patient the whole time. All the while it was made very evident they wanted me to leave with a wiped phone, so I could return another time. I explained that I need the contacts in my phone in order to work. Anyway, after 2 hours im told that I cannot complete the upgrade process without purchasing at least $60 in accessories. At this point I’m just trying not to lose my cool so decided to go along with it. I choose a $70 car mount charger (which doesn’t work).Fast forward to today. It’s been a month. I notice my bill with the new changes. I see there is a $80 upgrade fee, which was supposed to be a part of what I paid in store. It was explained to me that the upgrade fee was $40. I called in to see what their opinion was only to be greeted by whom I think he said was named Nathan. He answered asked how I could help, listened to me, and cut me off mid conversation, then pretended he could not hear me. click I call back in immediately frustrated, but I try to brush it off. I forget the guys name who answered, but he listened to me and tried to explain that the fee I pay in store is compiled of accessories, etc plus a $40 upgrade charge. I reiterated that I was charged double and asked what I could do. He then decided to cut me off pretending to not hear me then click in the same fashion. I do work for satellite tv and internet retailers, so I generally like to give us 3rd party businesses advocacy. This encounter definitely makes me shift my perspective. The corporate stores are the only consistently good experiences I’ve had...

Well I’m currently sitting in a chair their is one clerk it’s 4 on a Sunday and my bad for waiting till the last moment to turn in my trade in but we have been home super sick. And hour that is how long I have been sitting in the chair there was zero acknowledgment when I walked and the young lady is helping one couple. Apparently they are activating a new line with a number port but something is wrong with his address verification document so they are have been sitting on hold for about 40 of those minutes while all this is done. I know the customer moved here from Arizona doesn’t really prefer Boise it’s a basic city and that he smokes because he just stepped out for a smoke break himself and at no point during any of this was I asked what I need told to wait or acknowledgment in any what she knows what I need because I forgot to factory reset and needed the phone charged which she’s doing for me “so I don’t have to wait when it’s my turn” but I had to get up and interrupt to ask another couple came in and left with the same issue oh and if you were wondering they came back and said they cannot do what they needed at this time so he’s now looking for more info like for reals at no point the clerk couldn’t have said hey let me find out what this ladies needs while we are on hold? This is stupid absolutely stupid she finally came to see what I needed because they went back on hold and she told me it wasn’t a corporate store and she couldn’t even help me then directed me to the nearest store … what closed 15 min from that moment so just a complete waste of my time. It’s cool tho I’m sick as hell but it was my last day so I had no choice to not be charged 1000 bucks so if ya all end up with the flu thank her. Make her buy you Toyomas it’s only 30 bucks all you can eat which I learned from the second hold they...

The last thing I want to do in my off time is to:

Track down a trade-in that was handled by GoWireless and Verizon has no record of.

2 Un-enroll from a several add-ons the that I gave no authorization for.

Enroll in an add-on that might prove to be useful like the call filter that will put an end the the endless amount of new spam calls I receive since switching from T-Mobile.

Change passwords for nearly 100 accounts after Apple notified me that my XR was jail-broke by whoever received my trade in phone. I'm assuming this has something to do with the refurbishing process but does not sit easy since it was a business phone that was traded in. My mistake that will never happen again.

Track down the $250 pre-paid visa promotion that was brought up during my conversation with GoWireless and no info was actually provided for. Thankfully the Verizon Chat service is a useful tool that has been used multiple times to fix the mistakes from GoWireless. However, there is no proof that this promotion will be honored.

Attempt to decipher an invoice generated by GoWireless that includes promotions, charges, credits, refunds, and financing that convolute this entire process and yield no return. As quoted by the store "Yeah our invoicing software isn't very good".

The one redeeming quality is the service area for Verizon is the best in the Pacific Northwest. If I had to do it all over again I would have gone to an actual Verizon retail store or simply conducted the process on the Verizon website. I would have requested a submission ID or some sort of verification that the phone has been submitted to Verizon for trade-in credit.

This situation is still developing and it's been nearly a month and it's still not resolved... not a good look good...