Verizon — Local services in Escanaba

Day 1 (mid-November) I went in to get a Jetpack (internet) and wireless home phone. She put the information into the computer wrong so it locked me out or something. Sure it happens, but I was there for hours twiddling my thumbs - no thoughts of they can call me later or I'll come back later until I brought it up.

Day 2 I came back later and had more of the same - hours of twiddling my thumbs while they try to figure out what's going on. She wasn't even asking me any questions, so very confused about why I had to sit there so long. The only other internet option in my area is satellite so I was really pushing for this to work. Finally got my equipment on the second day.

At Home Got the Jetpack setup easily. It took a week or more to transfer my phone number when the store said it was instant (even though I had told her I didn't want it in effect for a couple days). It became very clear they were just telling me what they thought I wanted to hear to get the sale and their commission - or kudos or whatever.

One of Many Problems I got the Beyond Unlimited plan. A couple weeks later, my Jetpack started giving me messages that my data was almost used up, like I was on a 15 GB plan. I called the store and explained what was happening. I figured it was just something else she put in the system wrong and could be easily fixed. The store had me call tech support. Tech support told me that the Beyond Unlimited plan is actually a 15 GB plan. After that, they slow you down so much you can barely check your email. Not only did the store employees not tell me that but they didn't seem to know. I had apparently described my plan perfectly to the store employee, but she didn't have a clue nothing was wrong - just sent me to tech support. When I was choosing my plan, they were telling me about how you want to start with the unlimited plan because the overage charges are terrible. According to tech support, they don't even charge overages on the limited plans. They just throttle you when you reach your data limit. Surprisingly though, their national tech support was very helpful - upping me to a 30 GB plan for the month and even giving me the option to get out of my contract within the next 30 days.

Very disappointed in this store. They're much more concerned about sales than customer service, and they clearly do not know their products.

UPDATE Originally, I was happy with the national tech support, offering to up me to 30 GB for a month and let me out of my contract. He also said he would call me back just before my month was up to see what I wanted to do. Not only did he never call back, but I called to talk to him three times and none of the three operators even attempted to connect me with him or explain why they couldn't. They also didn't seem to have any notes about that conversation. I never had the option to get out of the contract and it automatically rolled me into a stupid expensive 30 GB plan. The second this contract is over, I'm leaving Verizon -- for satellite internet if I have to. If you're familiar with satellite, then you understand how upset I am. Hopefully, NMU's internet is in my...

Had to stop in at Verizon to set up my dad with a phone. GOOD thing we made an appointment, highly suggest making an appointment for Verizon, because issues can take anywhere from five minutes to a couple hours, and you have to be patient. I’ll say that we made an appointment and we got Jessica Wood, I recommend that if you can.., book her as your representative. Very nice, very organized and thorough! Very patient and fun to talk to, and made almost 3 hours seem like 30 minutes! She also greeted everybody that walked in and said that, “someone will be with you when we get a chance!” It was a full house. People were busy, people were working, and there was a lot of people waiting…. I respect her for being very patient and being able to work with me and my dad at the same time. She took on two customers at once, and she still was observant of everyone and everything going on, and making sure everyone else felt seen too! Very good at her job, recommend!

Technology is difficult, book ahead,...

We were traveling when my partner’s phone screen went black. Luckily we were near a Verizon store. We went in and talked with Alex, about fixing this problem. He proceeded to tell us he could not do anything unless my partner’s name was on the account with authority to make changes. Well, he is listed on their family plan and showed his ID and also gave the secret account code. Alex said we needed an “authorized” person from the account to be present. We told him the other family members are in Ohio and we are in Michigan. He insisted on this and said if he helped us he would be fired! Right now we are at a Verizon store - in Ludington, MI and they are so nice and are working on fixing the screen. We were not trying to change anything on the account— we just needed to have the phone working. Alex should worry more about pleasing the customers. This should have been a simple fix as we were traveling and needed a...