Verizon — Local services in Kernersville

During a major issue with my phone that caused me to lose all service, I received the best customer service from Alec H., being treated with concern and compassion as a person, not just as another customer or sale. I will certainly come back to seek out Alec for my next phone. He took the time to work diligently on my issue and resolve it.

My iCloud had been hacked and my phone disabled suddenly on a Saturday night two weeks ago. I went straight to the store, because I had no ability to call, text, or communicate, and I was worried my Verizon account had been hacked and disabled too. I was stuck on the white start up screen, being asked to connect my phone to iCloud, but it was rejecting my password as incorrect with the only reset option being a text send to my phone and cellular iPad. However, I couldn't receive texts on my phone at that point and didn't have them enabled on my iPad! (Have I mentioned I was incredibly panicked? That didn't make me a customer that was very easy to handle, I'm sure.) I was very lucky that there weren't any other customers in the store so that Alec was able to devote the time necessary to fix my issue. (I'm no dummy; I know how sales positions work. Customer service can be difficult to provide when sales quotas need to be met.) It took us over an hour to fix the problem, which wasn't technically a Verizon problem, but it did disable my ability to use my cell phone, and since I'm out of contract, I could have simply moved to another carrier. Alec was incredibly kind and treated me with respect, even willing to type in my password and reset passcodes for me when I asked him to because I was trembling so badly that I hit the wrong keys repeatedly. Between my iPhone, cellpad, and the computer, he was eventually able to get a link sent to my iPad, bypassing the text message route, to unlock and reset my iCloud account. Suddenly my phone unlocked and went right back to working again as though nothing had ever happened! Alec made sure I sent a text and placed a quick phone call before I left to ensure my phone was fully operable again. In my frazzled state, I hadn't thought to do that. He told me to come back in if I experienced any further problems, that he would be glad to help me again.

While he didn't make a sale that night (again, I was lucky the store wasn't busy), he certainly gave me customer service above and beyond what he was required to, treating me very kindly and with concern. He didn't try to sell me a new phone, claiming it was because I have an older iPhone 5S, which he easily could have done. Instead he put on kid gloves for me (once again, I was panicked and not easy to deal with!), researched and worked out my root problem and was able to resolve it for me. His determination to fix my problem while being very polite and patient made me feel like an individual client and not another number in the massive Verizon network.

I've received poor customer service from Verizon at other locations (and over the phone) by sales reps who where either rushed to make their next sale or who didn't seem concerned to answer my questions fully. By taking the time to help me so much, I will certainly come back to this store and seek him out to assist me on my next upgrade (which will be to a Droid!!!!) and when I add a line for my daughter this coming spring.

I realize this is a very long post, but when it comes to great customer service or terrible customer service, details are important to show the level of the service provided. That's why it has taken me over two weeks to post this; I wanted to take the time necessary to explain my excellent experience in detail. I would recommend Alec H. to anyone looking for a new phone or needing any help with their account. I just hope they would be as lucky as me to catch them during a slow time; whenever I've been to this store over the past few years, it has always been busy (although the wait times were reasonable). Please pass along my gratitude once...

I never leave reviews due to my career choice and situations change but this situation was so bad I cant help myself to let others know. If I could give zero or a negative number of stars I would. I went in the store hoping to get a better deal as I was moving to an area where my current provider (spectrum Mobile) did not offer TV/internet services. Due to this I had to transfer or else pay a ungodly amount for older phones around $220. The salesman was extremely nice and had a answer for every question I had and helped me through the process. Fast forward to now where several issues came up at once. First I was told they would pay off my spectrum plan which was my whole reason for joining Verizon. Needless to say they did not because after not getting money for three months they call me and told me they were going to send it to collections if I did not pay. Therefore I had to pay $500 to stop that from happening. and even after that I am paying off phones that I no longer have because Verizon has them. Second issue was I was quoted a $140-$150 phone bills based on taxes etc. Now my normal phone bill is around $200 and that is with pretty much all promotions I can be given right now. Also I was awarded the visa reward cards which I specifically asked what they were to be used for. I was told to use them for "anything" because its just like a debit card. To confirm I made sure they weren't needed to be used to pay spectrum and I was told "oh no they are yours to use". So after $500 to spectrum and almost having my credit ruined and now paying a $300 and two $200 phone bills I called customer service. They told me there was nothing they could do except help me enroll in paperless billing and it was on me to pay spectrum basically. Then I called the store and spoke to the manager who was very nice and understanding but again stated he could enroll me in paperless billing but beyond that there is nothing on the money side he can do. At this point im looking at other phone companies who offer a first responder plan because I dont think its right to be lied to directly face to face on atleast 3 different topics and pay $500 for their mistake and the only thing I can get in return is assistance is to "enroll in paperless billing. I will never go back her again and highly recommend no one else goes here unless you dont care about money or your credit score. Im disgusted with the situation and verizon at a whole and unless the situation is fixed or partially fixed my business will be elsewhere and make sure anyone I work with is...

My husband and I had been holding out on upgrading our phones-we were no longer in contract/our phones were paid off, so you know that's something hard to give up. Our phones finally started losing battery life to the point we decided to contemplate new phones. We decided to stop in at the new Kernersville location and look at the options available to us. Neither of us anticipated purchasing that night. Tyrone met us at the door, greeted us with a smile, and helped us immediately. He was very personable, polite, and knowledgeable about both the products and the plans. I often ask a lot of questions-a byproduct of overthinking. Tyrone was very patient, answering all my questions and quelling my concerns about our new phones and the unlimited plan. We learned we had a discount offer available that we couldn't pass up, so we went ahead and ordered that night. The phones would take a week to be delivered, so Tyrone set up an appointment convenient for us all for him to set up our new phones.

When we returned, Tyrone honored all the previously discussed discounts. He was also very understanding of my need to ensure all the pictures/video content was correctly transferred over, so he offered to hold off on deleting items from my old phone until I was able to confirm I still had pictures and video of my recently passed grandpa on my memory card. He offered his own personal number to me so that I could let him know once I confirmed that information.

When we got our first bill, we had a charge on it that I was unaware would occur. I messaged Tyrone and he was sincerely apologetic, even met me at the store to assure me he would check into the situation further. In the end, though it was a miscommunication and misunderstanding on my part, Tyrone bent over backward to make our overall experience a pleasant one. He truly went above and beyond. I've never encountered such compassion, integrity, and professionalism among any Verizon salesman, and I've been with the company since they bought my number from Alltel in the early 2000s.

My husband agrees--Tyrone is the person we will choose to work with as long as he is with the company. We will recommend him to anyone who is in need of a mobile...