Verizon — Local services in Gastonia

BUYER BEWARE! I visited the Gastonia store to purchase an iPhone XS Monday evening. I thought my purchase would be easy because I knew what I wanted. The associate got all my items together and sped through the paperwork only slowing down to collect money. I wasn’t given a cursory demo of turning phone off and on or how to maneuver through the screens; he just put the protective shield on the face of phone, then told me since the data transfer took hours to complete it was best done at home. So instead of spending 2-3 hours of sitting and waiting in the store I left with my new phone and a believe that I could transfer my data from the old to new. I was so wrong. Several hours later I was so frustrated with simply maneuvering from screen to screen and through the settings app trying to find the right screen to transfer data from old to new phone. The next morning I threw in the towel and decided to take the phone back. I arrived early enough that I was signed in and told I had one person a head of me. An associate found me a few minutes later and I explained I wanted to return the phone because I was frustrated trying to transfer data. Not once did the associate ask if they could help me transfer the data, but instead, told me they had to check to see if I could return the phone. After finding out I could return the phone, I was asked if I was told the restocking fee was $50. Shame on me, I was not told nor had I read my paperwork that stated the return policy. So, after paying the restocking fee and having my old phone reactivated I was given my receipt for the returned phone but no refund of the money I paid to buy the phone the night before. When I asked about a refund I was told I would not get a refund of taxes paid. I was done and left the store. The visit took about 45 minutes. When I made a stop after leaving the Verizon store I took a moment to look at my receipts. I was still in a slight fog because I was expecting to get a refund of the money I paid the night before. What angered me was I saw the associate had added “total phone protection” to my plan. At no time was I asked if I wanted it—it was just added to my account. (And thus practiced was done on two other purchases in the past.) So, I went back to Verizon. I was met by an associate to sign in. I told her I wanted the phone insurance removed from my account and wanted a better explanation of my bill. I was told it would be a 20-25 minute wait. I explained I had just been there for 45 minutes. I opted with frustration to leave. I asked if this could be resolved over the phone. The associate gladly handed me off to customer service. She said “just dial 611!” As I was getting into my car, two other customers caught up with me and expressed their frustration with associates at thIs store. However, my experience with customer service was absolutely the opposite from the store. Allison addressed my issues very calmly and professionally which was just what was needed because I was very upset. She listened to my complaints and then expertly took care of each issue while assuring me that what I experienced was not the norm of Verizon. I felt better after talking with her. Verizon needs people like her in their corporate stores, especially the one in Gastonia, NC. So, buyer beware. Make sure you get an explanation of your bill, have policies like restocking fees said out loud, and watch for items placed on your bill without your permission. You know, I don’t even know the name of either of the store associate from the night before and my morning visit. Hmm. I guess they don’t want you to know whose doing what to whom. The culture of the Gastonia store is not customer centered. That needs to change or not. I will not be going back...

Please Train Associates, and leadership At this store

In my opinion this was the most confused group of CSR I have ran into in a long time, I have 5 phones on my account…family plan…. My daughter broke her phone and we ordered one online….picked up phone at this store and put on the account, to be paid off in installments like all others. one month later we got the bill $1000 dollar LOL… called the store and they said I would have to come down to sign instalment contract,,, no big deal,,,, for them, they dont have to leave work,,,,…when I got there they “could not figure it out”, they said this was a “new processes” about hour into the debacle I’m standing at the counter, my help has disappeared behind the magic curtain and is nowhere in sight. But there is potentially good news the regional director or district manager is there!!!!! I can’t remember how she identified herself, but it was senior leadership in the store, good news right, nope wrong……….She looks at me and asks “are you being well taking care of” I tell this high level of Verizon leadership, I’m being taken care of but not very well. A quick nod and back to whatever world problem she needed to solve rather than helping this struggling customer (me) right in front of her dealing with her totally unqualified staff. Hats off to the uncaring senior leadership of Verizon. To make the matter worse I got the feeling they were just trying to get commission on a sale. Cancel the sale from online store. Then resell the same phone, to the same customer!!!! get the sucker to pay tax again!!!!!! and I make my sale numbers for the week. Why do I have to rebuy the phone I had for a month and pay sales tax again just to get it on the payment plan. Feels very...

Very unprofessional! I went to this store an hour before closing, and the manager put my name on the list to get a new phone. She told me I would have to wait an hour or two hours to be helped. I had no issue with that. Moreover, she took my number and said I would receive a text to let me know when I would be next. I asked the manager if it would be ok if I left and went to the near by stores. She said that would be ok as long as I stayed in the area. I did that and I never received a text or call to say I was next. It was after 6 so I went back to the store to see what was going on, and the manager told me I would have to come back because the system was down. I asked her how come I didn’t receive a text and she proceeded to say it’s automated and she didn’t know why I never received a text. As much money as I spend a month with Verizon she could have had better customer service. Along with this, she had a very nonchalant attitude. I will report this to cooperate as well. Don’t tell me one thing and under deliver on what you promised. If you’re in the Gastonia area, just take the drive to Charlotte so you can receive professional assistance with any issues concerning Verizon. The general manager needs a course on communication with customers as well as professional development. With these tools under her belt, the store may have better reviews....