Verizon — Local services in Glenolden

I've had positive experiences at this store previously, but my experience today was weird and upsetting. I purchased a new phone here at the end of December 2023, and it's had issues with cellular data on and off since then. I brought the phone in earlier this fall, at which point the customer service rep checked for updates and reset the phone. He said to give it a little time to see if the issues were resolved and assured me I was still under warranty and could come back for a replacement if the issues persisted.

The issues remained after a month, so I returned today and was connected with someone different. He repeatedly insisted that it was a software issue, even though the problems have occurred after numerous updates-- and generally the experience felt dismissive. He told me they couldn't do anything for me, beyond upgrading my phone (for a cost). We spoke with the representative from my earlier visit, and he denied that he had told me to come back to the store if issues persisted only a month or so prior, and said that I could try going to the Apple store with my receipt.

If the person I met with last month had simply apologized and said he misspoke, I would've left feeling 10x better than I did. It still would've been frustrating that I wasted time coming in again, but we're all human, and people make mistakes, or don't have all of the information. Instead, things were somehow twisted into me mishearing (though my partner was with me initially and also heard them tell me to come back to the store). Being lied to...

I purchased an IPhone 16 max pro from a Verizon store on June 3rd or 4th and it was stolen right after...literally the day of or following purchase. I've reported it to the police, the Verizon store i purchased it from, and Asurion. Asurion gave me misinformation on multiple occasions. First they tried to convince me I didn't have coverage which was a a lie. When that didn't work, they started making up the most random things. Even the Verizon agents told me they had no idea what they were talking about and they had no reason not to replace my device! When I thought I finally got an answer mid to end of June they told me to wait to file a new claim in July since my coverage hadn't been activated for a full month. They told me the same thing when I called exactly a month later. Now I come to find my account has been completely closed, I had to purchase another device, AND Verizon sent my account to debt collection!?!? Absolutely atrocious. I'm out of an IPhone 16 max pro, the $1200 I spent for it plus the additional 500 I had to spend on a new emergency phone so...thanks for absolutely nothing.

• Update: They asked me to get in contact with them just to save face. They can't actually do anything. Lol these people. Moral of the story... Avoid buying from a third party, don't use Asurion to cover ANYTHING, and...

All I can say, they are the best. The Glenolden guys are amazing and extraordinary when it comes to customer service. Last night, I went there towards the end of the store closing and they took time with me. I had lots to think about and my phone was close to being dead on arrival. The two gentlemen told me to ask for Dan since I decided to wait until the morning. Dan also followed up prior to me coming in the store, but I didn't know it until I got a new phone and checked my voicemail. Today, it was a team approach. I had Dan, Connor and Ed. They were so friendly, kind and patient. It was a great atmosphere. They set up my phone and made sure everything was working. It was awesome and phenomenal, and I could only wish every Verizon store was like what I experienced today. I took two buses and a trolley to get there despite being closer to another store. I have been to the store closer to me several times through the years, but when you are looking for outstanding customer service, the Glenolden Verizon Store has it hands down. I was looking for a place that was going to be patient and show kindness to all that they meet. Thanks so much to Shack the night before and the guy he was working with as well as the next day team members. Thanks so much Dan, Connor and Ed. Kindness and patience...