Verizon — Local services in Louisville

I went to the store the day after Thanksgiving to get the S5 deal. The customer representative asked what he can help me with. I told him about my goal of coming to the store and I would like to know what he can offer to me since I have been with Verizon for 2 years already. I have been paying $87 for one line with 2 GB. With that, I felt like I have been paying too much. He advised that he can offer me 3 options. 1. Lower my monthly bill by taking 50% off. 2. Eliminate the $35 upgrade fee. 3. I don’t remember because I’m not very interesting in it. However, the first two seems to be a good deal to me. So I questioned him about the option 1. I asked him over and over again about the option 1. I want to make sure he is telling me that I will get 50% off my entire bill. He said “YES”. My husband and I looked at each other and still not sure if that is true. So I asked him again, “Are you sure?” He said “Yes.”. I questioned him again because I am not 100% sure of what he is saying to me. So I asked, “Right now, I’m paying $87. If I take that option, how much my bill is going to be?” He said, “Your bill should be around $40ish”. I remembered everything he said to me at that time. However, what the representative told me wasn’t true. I got the bill from Verizon. I was shocked to the amount I’m going to pay. It wasn’t 50% off my entire bill. So I called the customer service, they informed me that the 50% off is for my access line and not the entire bill. I told them that is not what the customer representative told me on that day. They advised me to call the location. I called the location and spoke to the manager. From what he told me is not what I want to hear. He said, “I spoke to the representative worked with you on that day, he said that he told you 50% off was for the access line”. Oh really!!!! I have my husband there with me. We have asked him multiple of time to make sure and his answer is always yes. And now he is saying differently. I feel like this is not the way you serve your customer. I don’t feel safe to come back again to the same location. I have been giving wrong information and now they are not taking the responsibility. The manager doesn’t seem to care about his customer. Last but not least, the trust is what important and I felt like I can’t trust this...

So this was hard to place my rating between a 3 star and a 2 star. When I went intially to upgrade my phone the service I received was decent. There was some confusion to date with what was all done to my plan. Cause i know have two phone number for one pho e and never got that explained, and I had set up everything paperwork side and was transferring date from the old phone to the new phone. I asked if I had time to run to a store nearby, and he said no problem cause the transfer was about 30 min. The employee that was helping me said they would go over everything when I got back. I was back in 35 min. The employee left for the day no big deal. The next person I spoke with, went and got my phone but could not go over the information of what the first employee did. He gave me back my old phone to make sure all data was transferred over. He told me I had 30 days to return the old phone. This was a Friday I told him I would drop it off on Sunday. He said no problem just give it to anyone working. Show up Sunday to drop off the phone. Mind you, there is nothing I have to do, but hand it off. The manager working refused to take the phone and made me sign in and wait 25 min while she helped someone and wait until the next employee became available. She was not helping anyone when I walked in so instead of taking 15 second to take a phone. She literally said to me i am about to start helping this person. The service is lacking at this location. The employee that did help me did apologize...

I'll start off with this....Steve and Lacey are terrific! I have had a Blackberry Key One on my 2nd line since 2017. When the phone broke I sent it to Blackberry for repair. Because it is an unlocked phone, when i got it back from Blackberry NO ONE at Verizon online (level 2 techs) could get it re-activated. After going back and forth with Blackberry about the repair, I called in again to Verizon and spoke to Kevin, another level 2 tech. He told me it was as simple as taking a PRE_Authorized/connected sim card from a phone that Verizon supports and THEN pop it in the Blackberry unlocked Key One.

I told him I would head over to my nearest Verizon store here in louisville the next day and THIS is where it gets great. Before Kevin even called there to guide this process, we ran into a problem. We did not have a phone to use (you can't use the demo phones)..So Steven takes my BB sim card, pops it into his PERSONAL phone, gets it connected then pops it into my Key One. Voila..Instant connection. Kevin had called into the store while this was happening and listened to the whole process.

Now I ask you...in this day and age who takes that initiative to help a customer?....Steven absolutely did....and Lacey, the store Manager, also helped, approved and watched the whole thing.....

Awesome customer service! Fantastic knowledge from Steven and Lacey! Great Job at the Brownsboro store!..Thank You Steven and Lacey! Wifey...