Verizon — Local services in Huntsville

There's a corporately owned store in Jones Valley FYI

Ask for Devon. If he's still employed there, leave.

October 31st - Went into the store to trade in two iPhone SE 2020's(currently being paid for with installments) for 2 iPhone 12's(one pro one not). The rep, Devon, was dipping the entire time he helped us. It took longer because he was describing how he had lost another customer's money by entering wrong info into their system, and was making sure he didn't do the same with us. It was busy, so I decided to wait him out. We were offered two options for upgrading the devices:

1 - Pay of the SE 2020's in full for $720-ish and trade them in for a $440 promotional value applied over 24 months towards the new phones.

2 - Trade in the 2020's towards their own outstanding balance, making the payoff balance ~$360, then starting the iPhone 12's fresh. I opted for door # 2 as it would be only $160 more over the 2 years, but would be $360 less today.

Nov 1st - Devon disagreed I guess and called me letting me know that it wasn't his fault, but I would have to go pay another $360 to his store, BUT IT'S OKAY I'M GETTING THE PROMOTION I DIDN'T ASK FOR. He really stressed, many times, that it wasn't his fault.

I let him know that it wasn't going to fly, and he said he was going to call his boss and call me back in five minutes.

Eight hours later, I get a text from Devon: Verbatim "Hey man I just got a response from my higher up. You can't put it on your bill you will have to go back to the store and pay it"

I asked for said higher up to give me a call. I guess his definition of "higher up" is his customer service trainer. Said trainer started the call with a "here we go" long sigh and then told me that they know he's a problem, it was his fault, and I still have to pay $360. I ask what time they open the next day and he tells me they open at 9. They open at 10. I then ask if there is someone competent that will be there. He says someone competent will be there at 10:30. Seems kind of insulting to whoever was there before 10:30.

Nov 2nd - The competent employee was indeed competent though. It took 30 minutes of sitting in front of the counter at the store while the competent employee talked to exactly one person and had it fixed. It was painless enough to bring a star back to what is honestly a 0 star experience.

Devon called me a few minutes after I left the store to let me know that he had fixed the problem. I let him know that, no he didn't, competent employee did. He then began stressing that he was calling to let me know so I wouldn't have to go up to the store. As if his good intentions would make up for the error, the lack of effort to fix it, the attempt to put me in contact with people who wouldn't get him in trouble, and finally lying to me trying to take undue credit for fixing a problem that he created.

They then offered me a discount on a phone case or accessory for my troubles. They were out of...

I had an old iPhone 8 that I had been using for the past 6 years or so and my fiancee had an iPhone 7 she had been using for a similar amount of time. Given how outdated our technology we both really needed new phones and also wanted to get on a plan together. I went to the store where was helped by Dalton, who deserves every adulation. First, due to how outdated everything we were using was it took us about 3 hours to actually get it all set up. He was super patient the whole time and honestly made it an enjoyable experience (as opposed to me trying to do it myself and inevitably throwing my laptop against the wall). Second, he was very knowledgeable and thorough! Oftentimes I find that sales representatives only tell you "what you need to know" but he was very transparent the whole time with pros and cons what he knew and what he was unfamiliar with. Third, I got a way better deal with way more stuff with his help, knowledge, and expertise, than I ever could have on my own. Fourth, despite the length of the process, he was able to transfer EVERYTHING to my new phone. (which he actually had to research and get out old tech to do because the phone was so old). Fifth, he stayed with me about 10 minutes past close without any complaints, which, given the obscene amount of time he had already spent, he definitely did not have to do. In conclusion, the world is moving towards online business more and more. However, in my opinion, no program can replace the knowledge and expertise of a good salesman. This store (and particularly Dalton) are living proof of that. Great experience; amazing deal; would highly recommend to anyone who is switching to Verizon, changing plans within Verizon, or just has a Verizon question. It might take you an extra 20 minutes to go to the store, but in my experience it was...

NOT a VERIZON Corporate Store. BEWARE!!!!

So first of all, this is not a real Verizon store. It is the same thing as going to a kiosk in a mall to get a phone or change a phone plan. You won't see this tidbit of information anywhere unless you really look or ask specifically.

The employees work on commissions and therefore don't have your best interest in mind. They will peddle the phones and plans with the best kickbacks (go in and ask about an iPhone and see what they say about it; most assuredly they will try to discourage those phones as the commissions are much lower than Samsung/LG etc.)

The employees also do not put out the correct information. They twist the truth to try to sell and change your plans. They updated my account to the Verizon Unlimited data plan from the 16GB plan and when we specifically asked if there would be a speed or service difference, we were told no; it's identical. OOPS!! After numerous dropouts and super slow data service, when when on 4G, we called Verizon and was told that the plan we're on is the first to be 'booted' off a tower or throttled due to bandwidth issues. Fortunately Verizon (the real Verizon) was able to fix our account and put us back to the plan we had where we will get good service again.

Lesson learned here. We will NEVER again go to a non-Verizon store (except Costco, their reps are pretty good) and certainly will not set foot in this store again. The number of untruths and misleading info makes me regret...