Verizon — Local services in Greenfield

(Below this review was our initial positive review.) We went into the store to pick up our new phones yesterday and were sorely disappointed in our experience. We were told initially that we would save money by switching plans. When we went in to pick up our new phones, we were told it would actually cost more to switch plans. It’s annoying being told one thing and then finding out it’s not true (according to a different representative). Once we received our phones we were told we could pay $30 to have them transfer everything and activate our phones. Or, we could save that money and easily do it ourselves at home. We decided to do it ourselves. When we left the store, we were needing to get a hold of a family member. However, we discovered our current phones didn’t work. We couldn’t make or receive calls or texts. We found out Axel deactivated our old phones. We weren’t told our old phones would be deactivated. We were told we could transfer our data and activate our new phones at home. We had even asked about SIM cards and were told we didn’t need to mess with those as we would do the activation process when we went through the start up process on our new phones. We had a lot of trouble activating our new phones because we couldn’t use our old phones to activate them. Overall, it was needlessly complicated and felt we were misled. Axel never apologized and appeared as if he couldn’t care less. We won’t be going back to this TCC.

Initial review: Our family went to see about possibly upgrading our phones yesterday. It’s always confusing trying to navigate the different deals, the billing, and the fine print. Jordan at the TCC in Greenfield made it easy and laid everything out neatly for us. He answered all our questions and was patient with the less tech savvy among us! ...

Liars and thieves. This company and location singlehandedly cost Verizon our business. After being a long time Verizon customer, we switched to another carrier after getting screwed over here.

Went in for two line upgrades, and was told the promotion we were getting. When we went back later to turn the old phones in after getting the new ones two weeks prior, we were told that the phones were ineligible for the promotion, and we would only get $100 for them. We would also have to move the entire account over to a new 'better' plan, which conveniently, would cost more, but THEN we would be allowed to trade in our phones.

Declined that and left to go home, swapped back to our old phones, then went back in to return the new ones. That was also declined, and they refused to take them back.

We ended up having to call corporate customer service, who then overnighted us return labels to return the phones, said that they saw on the account that we were indeed eligible for the upgrades and tradeins as originally stated, and were not sure why the store refused to honor the agreement as well as refused to take the phones back. They not only sent the labels, but gave us a credit on the account for the issue, and refunded the charges from this store.

Verizon themselves made this right, which is appreciated, but if they are willing to allow other companies to use their name and perform poor customer service in their stead like this, then we will (and have) take our business elsewhere.

Lesson learned. Go to corporate stores only. Avoid shill scam...

Store is nice, clean and has a wide selection of phones to choose from. The woman who helped me was very friendly and knowledgeable. The only reason for the average rating is the pricing. I'm a prepaid customer so I purchase all my phones outright. I went in to purchase a Moto Z3, which is $480 on Moto's site and on Verizon's site. I was surprised when I was told it was over $500 before tax at this location.

The woman assisting me admitted that was odd but they couldn't do anything about it since prices are firmly set. It's strange Verizon doesn't have consistent pricing at all locations carrying their name. I think postpaid pricing is the same but for those of us buying outright it's something to be cautious of. Check pricing from Verizon and the manufacturer before buying from this location to make sure you aren't overpaying. That said, the customer service I received was fantastic and I ended up picking up a battery pack on sale at a great price. So my visit wasn't a complete bust. I will just order the phone direct from Verizon and wait to save the $30 difference in price.

Also, somewhat unrelated but if you are new to the Greenfield area, I highly suggest going with Verizon as your carrier. I've tried AT&T and T-Mobile and neither have service on the east side of Greenfield. Verizon not only has good signal but it is fast as well (average download is over 50 Mbps). It seems they are the only carrier who has invested in this area...