Verizon — Local services in Hillsborough

Historically this store has been very helpful but today was very different. We wanted to add an iPhone SE we purchased from an online store to our account as we've done in the past and shuffle phone numbers from one phone to another. The saleswoman told us that the SE was obsolete and that an iPhone SE could no longer be added to Verizon's network at all. She said that if we even switched SIM cards/numbers our existing phones couldn't be reactivated again because they were obsolete. I asked for more details and she just kept repeating that the SE was obsolete. This didn't make any sense to me and I decided we'd leave to research our options. As soon as we got home I went to Verizon's site to see if it could be added and counter to what I was told our phone could be added (as verified via the MEID) and that the SIM card would be sent to me at no charge. I'd really like to believe this is a case of a misinformed salesperson and not an attempt by Victra to sell new phones when older ones work...

I have an account with Verizon, my daughter who is off at college was having phone issues and stopped in to this location to get her (just purchased within 30 days from another verizon Victra store) phone replaced under warranty as it would no longer connect to cellular. The young lady refused to help her even though we approved over facetime for them to access our account with our pin. Our daughter was in the store for an hour and a half with us also on the phone (and with me simultaneously on my phone) with a Verizon rep who agreed that it was ridiculous that they would not help us in the store even though we added her as an account manager on our account and that he would be happy to order the warranty phone replacement if they wouldn't do it in this store. This store location was not customer friendly and we will not return...

Our experience at the Verizon store was super great only because of Felipe. Rarely do you find a sales/service person like him. He was knowledgeable, efficient, patient, cordial, helpful, friendly, and an all around NICE guy. He was respectful of us as senior citizens and willing to help us any way he could. It was time for the store to close but he stayed with us to complete our purchase, program our new phones and apply the screen protectors. We apologized for keeping him so late but Felipe responded that he was happy to do so and said he would stay until we exhausted all our questions and were satisfied with our service. He gave us a phone number to call in case we had more questions or problems getting our new phones set up the way we wanted....