Verizon — Local services in Killingly

Garrett at this location: 5 stars (more if I could) Verizon everywhere I go: 1 star (less if I could)

Verizon sold me an faulty Google Pixel 4a that had the reception of a tin can with the string cut, but they refused to replace it under warranty. So I bought myself an unlocked Verizon Sonim XP8, but it could not complete calls or text on Verizon's network. I worked with Sonim's Support Team for five days, and they confirmed that it was a problem on the ISP's end. I drove an hour to the Verizon store in Providence and they were zero help. I then drove to this Verizon store in Connecticut and had the amazing good fortune to meet Garrett...

When I arrived at this store in Killingly, there were seven people in line ahead of me, and as I listened to the friendly, attentive, and tech savvy support that Verizon guy #1 was providing to each customer, I thought "Damn this guy is good—I hope I get him!" The other Verizon guy #2 seemed fine, but #1 was clearly offering an unmatched level of customer service that I didn't know existed anymore ... we're talking the top 0.0001% of sales people anywhere, any market.

So Verizon guy #1 introduces himself as Garrett, and then we dive into a solid hour of troubleshooting together. I work in tech, and Garrett clearly knows his $#!][, but unlike most people in tech he also has unbelievably polished people skills. Garrett ultimately reached out to Verizon level 1, and then level 2 support (Julia -- you're also amazing!!!), and with Garrett & Julia's help we finally chased the gremlins out of my new phone.

Verizon -- you might be the worst ISP I've ever contracted with, so I hope you know what a unicorn you have in Garrett—the guy is a rock star with unmatched hard and soft skills. Any six-figure job would be incredibly lucky to have him—I hope you appreciate all that Garrett does to humanize and remediate your brand's struggling reputation. If you could fill your corporate offices with Garrett clones your customers wouldn't be seeing red all the time (pun intended) and you'd...

I wish I could give less than one star. I had Thomas as my store assocaite on 3/17 and 3/22 handling my account. I had orginally gone to the store to get a prepaid account Thomas and the store manager working that day convinced me to get postpaid. So I did they said I had 30 days to think it over. 5 DAYS LATER!!!! I went back and wanted prepaid. Got my phone outright paid all the money including the extra $200 they charge. FOR THE POSTPAID ACCOUNT TO NEVER BE DEACTIVATED!!! I've spent 3 days adding esims, deleting them, updating my phone (brand new phone mind you) and talking to everyone that "could help" since 4/5 7:30am to 4/8 on and off the phone and via chat with the store, apple and Customer Serive Representive office including the supervisors. To deactive my post paid to prepaid that should have been done in the store by Thomas and the Manager that was working with us on 3/22. Over this past weekend my bank account was charged and it wasn't suppose to be so due to that I had money I did authorize to come out my bank account had $120 DOLLARS IN OVERDRAFT FEES BECAUSE THE POST PAID ACCOUNT WAS STILL ACTIVE AND ON MY VERIZON APP IT SHOWED ME NOTHING!!!! An this issue is still not resolved so after 23 days roughly of service and phone calls and an EXTREME headache and aggravation I will be leaving Verizon and I DONT RECOMMEND ANYONE VERIZON!! So if the job was done correctly on March 22 by Thomas I wouldnt be in any of this. VERY UNHAPPY...

The only thing that is making me give this 5 stars is the store manager Bethany. I had received an email from Verizon stating that I was sold a Refurbished phone from the store sales rep Nicole. At first I thought this was a scam, but it also made sense because since the day I brought my Samsung S10 home I had NOTHING but issues and every time I went into the store to try and get it fixed I was always told there was nothing the sales reps could do. After dealing with Verizon for hours and speaking to a friend who is a DM of a corporate Verizon he suggested I reach out to the store manager. Bethany went above and beyond and is the reason why I will continue to stay with Verizon, and will continue to use the Authorized Dealer of Verizon, in the future. Huge Kudos to you...