Verizon — Local services in Fitchburg

I recently went to this location as it was closer than the Verizon Retail store by the Super Target (where I had always gone). I had very basic requirements for a new phone, as I use it for placing calls/emails and surfing the internet. All I wanted was a phone that was durable and that I would be able to attach to my belt - seemed pretty easy. I went to this store the Friday before Labor Day weekend.

The two salespeople in the office that day told me that I had made a good choice coming there, as they told me that the Verizon reps (at the store by the Super Target) would not provide me nearly as good of customer service, nor would they help me set up my new phone. That had not been my experience (I've been with Verizon for over a decade), but I took them at their word.

I was sold a Samsung Z Flip 3 - I had to pre-order it as it wasn't yet available. When I went back to set up the phone, I let the salesperson (Sam) know that when I backed up my old phone, my apps did not backup properly. He tried to back it up, and was unable to get the apps to backup. He said it wouldn't matter as they were going to transfer all the data over anyway. However, they didn't have WI-FI that day (!) and we were unable - even after 1.5 hours - to complete the set-up of my new phone. Sam told me that I could complete the set-up at home once I had WI-FI and that he would not wipe my old phone until he heard from me so that I could come in and look at the old phone and get any data that may not have transferred.

They did not have a case in the store that included a belt clip, but Sam looked on Samsung's site and said they had a phone case with a "belt loop" that I could get that would allow me to attach my phone to my belt.

I completed the setup at home and found that several of my apps did not transfer properly and that I was missing a lot of data within specific apps. This was the Saturday of Labor Day weekend and we were out most of the day. I received a voicemail from Sam later that afternoon that since he hadn't heard from me (!) that he was going to wipe my old phone. When I got the message about 45 minutes later and called Sam he told me that he had already wiped my old phone! When I told him about the missing apps/data, we tried a couple of options but the could not find the data. He said there was nothing else he could do.

Once more, come to find out that the case Sam was referring to on Samsung's site was NOT intended to be used as a belt clip, but that the ring was instead supposed to be used to slide your finger through in order to better hold the phone.

So, I have a phone that I cannot attach to my belt (my only stipulation for a new smart phone) and I don't have all my information. Sam said I could return the phone, but that doesn't get me the data/apps back, as my old phone has already been wiped.

Lastly, Sam told me I needed a new, more powerful charger for my new phone as my old one would not work. He did, however, tell me that if I used my old charger with my new phone and it was under-powered that the phone would alert me. When I compared the two chargers on the new phone, both worked, although the phone indicated that the new charger would charge the phone about 6 minutes faster (1 hr 1 min vs. 1 hr 7 min) than my existing charger.

When I took the new charger back for a refund, the rep I spoke with told me that my new charger may actually damage my new phone's battery and that he didn't know why/how Sam could tell me that the phone would be able to alert me if my old charger was insufficient. He pressured me to keep the new charger to prevent damage to my new phone's battery. I returned it, as my old charger seemed fine.

The upshot is that I was sold a very expensive phone that I cannot get a factory belt clip (other than a large leather purse-like holder that is made for a much larger (non-flip) phone), that I had to do most of the setup myself, that Sam wiped my phone without my consent and that I've lost important data. I would not recommend...

The staff at this store and the store on Capital Drive in Brookfield are outstanding. Particularly Andrew and Amber. My first experience with Andrew was in Brookfield. We've had nothing but bad experiences with the Verizon store in Beaver Dam WI. They don't seem very interested in helping the customer... That's all I'll say about them. It's so bad we drove to Brookfield over an hour away for help and met Andrew. He solved all our issues and helped me navigate the website and phone software with ease. He was patient and explained all the options for my personal account as well as for a business account. Today I needed assistance with closing a service and he told me he was in Fitchburg so I gladly drove 45 away from the Beaver Dam store to see him. He was with a guest and told me his Associate Amber could help. She was just as helpful as Andrew and together with a nice young man in training, sorry I don't want to get the name wrong, they resolved all issues and even took old US Cell phones in as credits on my bill. I can't say enough about their service. It was so good to get to talk to people that actually cared and helped. I'll drive to those two stores anytime as they are the best reps I've ever dealt with. Thanks for the...

I came to this store hoping to get a new phone after my previous one broke. Tyler helped me pick out a new phone and get all the payments setup. I should have known, as a college student whose parents are paying for my phone, that I was an easy target for them to try and “upsell”. Tyler told me that he was able to save money on my bill by changing mine and my mom’s plan. I found out later this meant I could no longer have a personal hot spot. He additionally added a protection plan to our monthly plan claiming “it was already something we had”. This was untrue however, and was an added charge on the monthly bill. He also told me that I could not trade in my broken phone unless the find my iPhone was off for it. Unfortunately because my screen was broken Tyler had no idea how to turn it off. A simple google search after I left told me that I can do it on another device using iCloud. I have never been more outraged learning I was deceived by a company I had so much...