Verizon — Local services in Hadley

I found the sales representatives to be very helpful, knowledgeable and patient. I had contact with three different reps during three visits. Tarik and Edwin stood out. Tarik spent about an hour explaining, helping select, and setting up an iPhone 12 Pro for my wife. He listened to my wife's concerns and didn't get exasperated or belittling in the process. He suggested a trade-in that reduced the price from almost $1,000 to about $300 to own. In addition he set up and activated the new iPhone as well as pointing out some of the features of the new phone. We never felt pushed or demeaned by Tarik. This was a refreshing experience when compared to multiple visits to Apple stores where staff members would dismissively take the phone and peck away and hand the phone back. The Apple staff seemed to view their job as fixing the problem with the phone and ignored working with the user to explain how to avoid the problem in the future. Tarik took the time to work with my wife. After about two weeks a series of problems arose because of confusion about ID's, passwords and PIN's in iTunes, Apple ID, My Verizon, locked accounts and the iPhone. On this visit to Verizon Edwin carefully went through each issue and helped with straightforward explanations, assistance in contacting phone support to unlock an account, changing of passwords and checking default settings on the iPhone to correct misdirection of emails. This all consumed about an hour and Edwin never showed any indication of impatience or frustration throughout the process. He was also able to multi-task and help other customers while the phone was rebooting or we were on hold with customer support. This experience contrasts with trying to solve similar issues in an Apple store and reaching no resolution and feel demeaned by Apple staff. Verizon is doing well to retain reps like Tarik and Edwin.

Post Script 3 weeks later. I have downgraded my evaluation significantly in light of follow-up experiences. The Verizon data plans for the Wifi Jetpack are very misleading. The data plans are all labeled as "unlimited" which is technically true and the Verizon website indicates speeds will be cut back when a data threshold is reached. The deception comes in 2 forms. First, At the store I asked whether data would be throttled when the data threshold is reached. I was twice reassured that Verizon would not throttle the data. That was not true. As soon as the threshold was reached the speeds were immediately dropped to about 0.15 mbps. In my mind that's throttling. Secondly Verizon throttled the data flow to such a crawl that it's effectively useless. The throttled speeds of 0.15 mbps are less than the dialup speeds of the 1990's and can really only be used for text messages. In my mind labeling this as unlimited data is misleading. Finally, I went back to the Verizon store to see if perhaps the Jetpack wasn't functioning properly. I was told that is all the data I can get under the plan I am on. I had the manager, John, write the possible data plans and prices for me on a piece of paper. When I reached home I logged on to the Verizon site to upgrade to a new data plan. Unfortunately the data plans offered online were all more expensive than the plans John had outlined for me in writing. I can only surmise that Verizon appears to not keep their sales representatives informed of changes in plans and pricing. As a result I am temporarily paying a much higher price for telephone and data than I was led to believe. I plan to...

The experience I had at this store was the absolute worst and I work in costumer service. The manager LITERALLY treated me like a second class citizen. I wanted to pick up a SIM card and my father forgot to add my name to the account and the manager refused to give it to me. Rightful so my father was upset because he had spoken to a representative beforehand and they had told him that a SIM card could be picked up anywhere. So my father wanted to call the store and the manager denied to give me the store number claiming that it was all the same, funny since on google your store phone is significantly different from the costumer service phone number. Instead my father calls the costumer service phone number and he explains the situation to the representative and she sticks up for me she demands to speak to this, frankly racists disrespect manager, I apologize I didn’t bother memorizing his name because man was this experience horrendous I never want to step foot in another verizon. Anyways, as I hand the phone to him he has the audacity to roll his eyes! The representative explains to him how to do his job essentially and he tells her that he has to keep inventory of the SIM cards and to be honest I don’t know how verizon works, but that reason made no sense to me it’s not like the SIM card is untraceable. Regardless the amazing representative goes out of her way to assist me and saves the day. I personally would switch companies because if they allow people like this manager work to here it says a lot about their company. Moral of the story if you are a POC don’t come...

If there was an option for 0 stars, that would be what I would choose.

I have been a Verizon wireless customer for over ten years. I have been to this Verizon store a handful of times- and not one single time have I left with any of my problems being solved. Last night was the final time I will ever walk into this store. The employee who was supposed to be "helping" me was the most arrogant, rude, and most unhelpful human I may have ever spoken with.

Long story not really short- I have been waiting until my family plan contract was over to join my Husbands family plan (also Verizon). My phone completely died yesterday, with 3 weeks until my contract ends on my family plan. I was willing to pay for the final month on the phone plan with a non working phone, switch to his plan and pay for a new ($700?) phone with the Edge program, and would end up adding more data to my Husbands plan.

The employee told me I had two options: 1. Not have a phone for the next 3 weeks or 2. Pay them $700 yesterday to buy a phone to get me through the next 3 weeks.

I left and found an old phone to (try) and get me through the next few weeks- When I called the customer service line, I spoke to an amazing southern woman in Tennessee who was MORE than helpful. She also told me that the gentleman in the store was completely wrong- she had no idea why he would say what he said, because it was wrong.

So if you are looking to not completely waste your time, or ruin your whole day- I would advise you to NOT going to this Verizon...