Verizon — Local services in Lake Zurich

Several problems: Sure- anyone complaining about service has to go out of their way to disappoint so take all of this with a grain of salt. I like how phone stores try to claim they are not working on commission or sales incentives. If that was the case, the why did the sales rep try for me to purchase in such a hurry? I certainly understand trying to put a deal together, but it should be done cautiously and completely. I am, after all, in a phone store looking to buy a phone, iPad or other device which will probably end up wasting a lot of my time purely for feckless enjoyment. I digress, back to the story. First, I wanted to be “bought out” of my ATT plan and port over ALL of my devices. I thought that this was done, but I was never told to cancel my old iPad contract with ATT. I would have been happy to do this, but I then got a few bills from ATT and was told to pay up. I guess the thrill of the fast sale was more fun than preventing me from having to pay ATT another 240 bucks. Second, if the people working there didn’t make a commission as they claim, then why did they all argue over who got credit for the sale? I am OK with a commission or whatever, but I expect a higher standard of service if I am trusting the sales associate to help me do the job correctly. For this, I give the Verizon store in Lake Zurich a low rating. I just called to see if they would be willing to make things right or better and the associate told me basically to pound sand and hung up. I was also calling to buy another device, but not at this store.

Proceed...

I was the only customer in the store, went for a simple prepaid SIM card. They were quick to charge me, then try to activate the SIM, and then them spending over an hour trying to resolve it in the back room. In the end, they couldn’t resolve it and that was just a big waste of time for something so simple.

Additionally, unfortunately, we couldn’t just cancel and walkout as they weren’t able to process us for a refund on the SIM card we had just purchased maybe 15 mins prior.

Thank goodness my bank could reject the charge afterwards, because we couldn’t get a refund since it was a prepaid card. If we hadn’t been able to, I wouldn’t be surprised if they were to tell us ‘sorry, no refund and it doesn’t work with your phone. No credits either because we can’t. Have a nice day and thanks for your free money!’ 😒

Anyways, while one manager was quite understanding and trying to help (Joey), the other was quite the opposite (Eric). After having not been able to fix the issue and having wasted over an hour of our time, I requested an account credit at the very least. Given Eric’s knee jerk reaction and stern response, coupled with his body language, you would have thought I had asked them for the keys to the vault 🙄🙄

Anyways, disappointing experience. Will do my absolute best to never return to...

The team at Lake Zurich was incredibly helpful when my family changed our cell phone and internet plan to Verizon from AT&T after 10+ years with them. Tom was incredibly helpful and knowledgeable. We got new phones for four lines during their iPhone 14 promotion. We had to order one iPhone 14 Pro Max; Tom made very sure we put in the right address for delivery and welcomed us to come back for help setting it up. We also needed help setting up another line remotely for my sister who is away at Purdue. Tom gave us very clear instructions to pass on to her so that it could be set up correctly. Unfortunately, the team member she worked with there was very negligent and didn’t transfer her number correctly. Tom went above and beyond to help us settle this remotely. He spent over an hour with us in-store on a three-way call with the Verizon and AT&T port centers trying to help us lift the fraud lock on her line. He also gave us his personal number to let him know if we had any questions! The store manager was also very kind and patient with my dad (who is less than knowledgeable about technology) when we came in, embarrassingly, a couple minutes before closing to ask about how the add-on streaming services work. We were very satisfied with our service here and am glad we...