Verizon — Local services in Fairfield

I’ve been a Verizon customer for 26 years. This store was outstanding when Dennis was the manager and I always gave the store a 5 star rating. I just upgraded and got a $100 plus surcharge a month later after paying over $500 for upgrading while still financing phones to get this unexpected charge a month later. Was very upset and talked to the Manager Christopher Waugh who we dealt w originally and this time who told me he always tells people of this charge. He insisted, I was w my adult daughter who did not hear it or any of the discrepancies either, and he did nothing but insist and fight w me, telling me I was wrong. Not only was I not informed of that but the entire plan was incorrectly explained. He told us if we switched plans we would get the phones for free like new customers! Turns out we financed them, total bait and switch. Apparently Verizon values new customers not 26 yr loyal ones. Zero customer service skills, instead of trying to calm me down he obnoxiously argued w me and told me I was “upsetting” him, a child of the “entitled me” generation. Does not belong in front of customers. No understanding that the customer is right and you do what you can to accommodate and do all to lower escalation regardless of their upset, he did the exact opposite. It was all about his “feelings”, told me it was “his store and could act as he wanted”. The exact opposite of my prior years of experience w Dennis as manager and all others who worked there in last years. People move on, but replace them with people who understand customer service and how to value customers. In one 15 min visit he lost a 26 year loyal customer with 3 lines who always gave 5 star reviews. Unreal! I will never use this store again and am dropping Verizon. I’ve heard many are walking away from Verizon for similar reasons including their higher rates and service is no longer better than others. I now understand! If I could give a minus star I would. Stay away unless you want to be misled and disrespected! They no longer offer value on any level. This is a franchise store which made it superior to the corporate ones. No longer. I can only guess he’s related to the owner as he seems to feel he can act however he wants and not be held accountable. Enjoy YOUR STORE Christoper when...

Dishonest and lowlife. I went into the store to see what type of discount was available after 27 years of doing business with Verizon. They wanted to shove a new phone on me. Not interested, so they said they said they could give me a $20 discount and “contacted” Verizon to request access to additional current promotions and they would contact me. I’m shocked - never heard a word. Fast forward two weeks or so and I’m in another state and I don’t have a hotspot for some reason so I needed to postpone an important zoom call. I call this store and they claim they can’t help me - to call “customer care” - and they claim there’s no record of me being in the store since August 2021. Was I speaking to Verizon phantoms? I finally get in touch with a live customer service rep who informed me that my plan had been downgraded- without my knowledge- and that’s why my hotspot was deactivated. When I need a new phone, it won’t be with Verizon. Be forewarned that if you deal with these people, you need to document and record the conversation- they lie to your face and then continently claim the conversation...

Last night I headed into the Black Rock Verizon branch in Fairfield in a panic. My phone was clearly on its last legs and I use it for work so it was urgent that I get a new one ASAP. I had been backing up to my Google drive since early morning and when I walked in at 6pm still had 150 items to go. Jay finished up with a customer shortly after I came in, and was most patient with my phone as it finished updating. My dying old phone ended up making him stay after closing, but he was very kind about it and I'm so grateful. My new phone, which is lovely, ended up having an issue with installing the screen protector, the last one of its kind in the store it turns out, but even then Jay went above and beyond. He told me he would speak to his boss Dan about it and I could come back when they got more in for a free replacement screen protector. I can't thank him enough. Thank you Jay...