Verizon — Local services in Gaithersburg

The store did it's job well. Problem is with Verizon as an ISP. Long story short: Lost my internet connection at 23:00 hrs of Tuesday. Thought it would recover by itself. Wednesday morning it hadn't, so I entered their Customer Support chat through my phone, luckily my phone is with Republic Wireless and Boost Infinite, so those services weren't affected. Chat connected to an AI that proved completely incapable of anything except offer upgrades, so I was transferred to a "Live Agent", also useless and seemed like another AI system. After no less than 8 more attempts at getting me to upgrade, I was finally transferred to "Technical support", told them they had made some software changes and they had knocked off my system, they answered that was not so; after some tests, they diagnosed that my Router was not communicating with my Optical Network, so I asked for another router. By this time I had already spent FOUR HOURS, with Verizon. Still went and picked up the new router, and swapped it. No service. Back to "Tech Support". Ran a number of tests in their end, decided I need to re-set my Optical Network Terminal. Another hour and a half, three different persons. No result. Told them , again, they had made an update/ change to their software/system and knocked off my system. That someone had to take action from their end.

Told me it wasn't so and that I needed to have a technician visit and even send me a work order for an update (Obviously I was going to refuse it).

The family works from home and kids have on-line afternoon classes. So it was a big bummer.

At 19:00 hrs, the system came on by itself.

CLEARLY. A software/system issue on THEIR SIDE.

I lost 9 hours on a problem caused by them. Just because they have substandard technical help and the only thing they want is for you to "Upgrade" (at additional expenditure, of course).

The Federal Communications Commission should look into these pyratical behaviors.

The saddest aspect of it all is that, even as it is, other ISP's aren't better.. The customer has little room to maneuver.

As the old English Mariners used to say: "That is the evil...

If I could give zero stars, I would. Over the weekend, I visited this store to trade in my old iPhone for a new one and upgrade to a new plan. I specifically asked about Verizon’s activation fee and was told it would appear on my first month’s bill. The salesman said the only charge that day would be taxes. The total came to $98, which seemed high, but when I questioned it, he said, “Taxes have increased recently.”

Later at home, we called the store to clarify. The same salesman then revealed there was actually a $40 store “upgrade fee” in addition to Verizon’s activation fee—something he never mentioned in person. I asked for a receipt to be emailed, but he said he couldn’t send it and that I’d need to come into the store for a printed copy.

When I checked my Verizon account, I noticed the phone was priced $10 higher than on Verizon’s website, and a $10/month “Google Cloud” service—never discussed or authorized—had been added to my account.

When I returned to the store to trade in my old phone, I again asked for a receipt and was told they don’t print or email them. I also asked about the $40 upgrade fee and was told it was for upgrading the phone and transferring data—yet I had already transferred everything myself, and all the store did was activate the new phone. As for the Google Cloud charge, the salesman claimed it’s “usually free” despite the $10 charge on my account.

This store was dishonest about fees, added unauthorized charges, and was completely unhelpful in resolving issues. Save yourself the hassle—upgrading through Verizon’s website is cheaper, clearer, and far less...

Fernando extended by far THE best customer service I have ever had. Having my own mobile plan for 14 years and dealing with several different carriers, this was, hands down, the best experience I have ever had. I was trying to switch from Xfinity mobile to Verizon. Xfinity had all of my information messed up and Fernando spent 3.5 hours getting it fixed over the phone for me. He even stayed after hours to ensure it went through, so I didn't have to start all over the next day. Not only did he make this happen, but he also signed me up for Fios, informed of me of several promotions (in total saving me $550) and then upgraded my phone with a $1,000 credit, so I only have to pay $4 a month extra for the new iPhone 13 pro 256gb. He also offered me a bottle of water and I accepted thinking it was bottled water the store handed out. I later realized it was a water he bought for himself, but since I was waiting for so long he had offered it to me. Fernando was patient, kind, knowledgeable, personable, and overall a very memorable experience. He honestly deserves a raise or should be a...