Verizon — Local services in Lebanon

I want to start by saying how much I dislike walking into a store where I feel like all they are going to do is try to sell me something.

I was hesitant to go in but I knew I needed a new phone after my child threw mine and shattered it. I knew I didn’t have the device protection on my phone and wish I would have after the incident happened but unexpected events arise and we deal with the repercussions of not trusting the experts in the field.

I went to the Lebanon Verizon store and dealt with an individual named Tyler. Again I was hesitant and was very reserved, I had my plan in my head of how to get in and get out quickly with my guard up the whole time.

Tyler addressed me but also he took the time to address my child as well, this really impacted me in the moment. He hadn’t even asked why I was there yet but first wanted to learn both of our names. That was a big change of pace, I didn’t feel like a customer I felt like a person. Instantly my guarded plan began to crumble as I felt a natural trust that this gentleman was going to help me vs sell me.

The time spent was diligent from there forward, he heard why I was there and took the time to make me feel like I was in a better position than I was when I entered the store. I got my new phone, screen protector a case and yes the device protection I neglected before. He heard my needs and didn’t once try to push me to buy more or spend more. He was a person selling equipment to another person never once did it feel like salesman vs customer/ client. I would trust him to sell to my Grandparents as he just really seems genuine.

Long story short, Thank you Tyler for being who you are and for treating people like people not dollar signs. Very refreshing in today’s times. My whole family will be working with you moving forward and I suggest others do as well.

I’d give ten...

I own a public service company and hence I am in a position to fully understand the importance of customer service. I had a very poor experience in this store that makes no sense at all. Having purchased a new add on to my Verizon plan and given 14 days to cancel if it didn't fulfill my needs my cancellation efforts took a weird inexplicable course. Verizon customer service told me due to the COVID phenomenon they were offering a 30 return/cancellation period. However this store told me that they don't have to subscribe to "Verizon policy" because they were a "third party" retailer. This was despite the Verizon supervisor who was on the phone talking to the store clerk whose manager kept insisting they could not take the return. Bizarre, all this because i was at the 15 the day to return instead of 14 days. Eventually kudos to Verizon who bypassed the store and directly authorized the return. But it only took me approximately 4 hours running back and forth to the store and tel time. So beware. I was told by Verizon - as far as possible go to a Verizon store and not an authorized retailer like this one. Fine print - but it may save you a bunch of time and...

Reps at store were vague on the "actual cost" of our plans. There is always literally one person there. You are either feeling rushed or waiting to be next. Bill was almost twice as they said. My wife and I decided to return one of the phones within the timeframe and cancel that phone plan. We called Verizon and they emailed us a shipping label. Phone was packed and shipped. Later we were informed we were supposed to have returned the phone to this store. They continued to bill us for months for that phone and that plan. After 5 customer service calls they fixed that problem finally, however, they also agreed to and sent us an email, that stated we would be absolved from the phone upgrade contract on my wife's phone. We wanted out from this nightmare. EVERYTIME we call customer service we assured we are in the right and that everything will be fixed. Well,...it NEVER gets fixed. Now they have turned us over to collections and say we owe them nearly $1000. The collection agency states we will have to get proof of payment from Verizon. Now we are filing a lawsuit. I was so much happier with my prior prepaid service. I will NEVER do business with...