Verizon — Local services in Malden

I never write reviews, but I do use other people’s reviews to help with my decisions. I am writing this because I feel like I need to warn people to avoid Russell Cellular in Malden. Please take the time to read all of this, so you can understand why I am giving both this store and Verizon a One. If a lower rating were possible, I would use it.

I decided to purchase the iPhone 13 last December because of the Holiday advertising campaign that one could turn in their old iPhone and would get credit towards the purchase of a new one.

When I went into Russell Cellular, I was told that I could get $800 in a trade-in for my 6S. Verizon would process the $800 credit for my returned iPhone in a few months because it took time for the returned phone to be processed. My wife purchased an iPhone SE.

When we returned home and looked at all the documentation, there were two contracts that neither of us had seen before. In addition, both contracts had scribbled signatures that were not ours; they were forged. At the time of purchase, we did not see, nor did we sign these contracts. Needless to say, we were quite upset.

I returned to Russell Cellular the next day. I had decided not to get into the issue of the forged signatures since I just wanted to reverse the process and get my iPhone 6S back. I was told that the iPhone 6S had already been sent back to the factory. I could not get my iPhone 6S back. I decided just to go ahead and keep the new iPhone 13 instead of being without a phone. The whole situation was distressing. At that time, I decided not to make a big deal out of the forged signatures and just focused on being able to have a functional phone.

I waited a few months for the credit to show up on my Verizon account. It did not.

I called Verizon and the on-line service representative spent time investigating the case and found out that no phone had been received by the factory. (This was the one situation that was well done. A 5 star for that one interaction.)

I went back in person to Russell Cellular instead of calling them. (In December, I had had difficulty in contacting Russell Cellular by phone. They told me that they never checked their voice mail because it did not work!) The Russell Cellular representative asked who sold me the iPhone 13. I was told that the sales rep no longer worked there. I said it did not matter who the salesperson was. That person represented Russell Cellular, and I was expecting the $800 exchange credit. Then, I was told that the Refund Campaign did not cover the 6S and that I should expect no refund. The Russell Cellular representative checked with someone in the “back room”. He returned and I was told that the 6S had not been sent in and that I had no credit coming. I have no idea who was in the “back room”, but I do know that no one came out to talk with me.

Finally, I asked for the name of the Verizon account manager. I emailed that representative, Danny Cooksey, with all this information. I got no email back. A few weeks later, I emailed again and got a response that the representative would follow up on this and get back to me.

Eight weeks have gone by. No response. I emailed the Mr. Cooksey again for his phone number so I could talk to him. Still no response.

Wrong promise of a refund. Contracts that we never saw. Forged signatures on the contracts. A lie that I could not get my original phone back. No attention about this issue from anyone at Russell Cellular. No response from the responsible Verizon representative.

This has been my experience with Russell Cellular in Malden. I am telling everyone I know not to do...

This Authorized Retailer of Verizon Wireless is operated by Russell Cellular, and they are allowed to set their own policies and prices to a certain degree, and I felt that these were in line with other authorized retailers. Here they have a set up fee of $65 but the process they went through was very thorough and he was able to knock it down to $50 for me.

At first, I was skeptical about the sale but in the end it worked out and I have a new phone that is capable of receiving current updates and the overall pricing was very reasonable.

At first, I had told the store person that I wanted to stay with Motorola, despite it not being a popular brand of phone.

Jain showed me a One Plus phone and a S22 phone to possibly replace my Moto Edge Plus. I liked the one plus, but when he was about to process it, there was some sort of restriction placed on it. Initally, I wanted to call it a day, as I had already been at the store with Jain for about an hour.

But, I decided to ask again if there was maybe a Motorola in the back that was still available, and Jain explained there indeed was some solid demand for Motorola handsets by other loyal customers as well. He brought out this Moto Edge 5G UW 2021, but it was shipped in July 2022, and it had 256GB storage and eventually updated to Android 13, which is an improvement over Android 12 which my previous phone stopped at. He did not have a case available but I got one from Amazon later. I did buy the Gorilla screen protection. Jain said it would update further from Android 13, however it has not done so.

Jain updated my line plan and applied a promotion so that my family plan bill only goes up about $6 a month for 36 months to pay off the phone, so the phone price was essentially under 250 plus tax.

Out the door I paid about 150 which I felt was reasonable. This was setup fee, screen protector, and ma sales taxes on the phone and accessories. The phone had been in the box for quite some time, so it had virtually no charge, and that was unsettling initially seeing it slow to charge in the store and car. Once I got it home and plugged into a moto turbo charger it charged real fast and the battery is solid. Also I was initially shocked in the parking lot to see Android 11 as the version level in the settings as this was older than the 12 I had on my edge plus, but after about 15 restarts and updates over several hours I'm at Android 13 current patch.

I'm happy with this phone so far despite the initial concerns and I was pleased with the service I received from Jain at the Malden location. If this phone does not update to Android 14 I'm hoping I can come in to this location in about a year or so and get a...

Warning, do not shop at this place, you will regret shopping here, I gearentee. Always get everything in writing and have a copy read it carefully, don't take there word for it, do not give them your credit card, always watch them process your credit card, don't let them charge any amount you don't know, they will always tell you oh those fees are from Verizon, that is a lie, They always put in there fees and pass it alone as Verizon tax or fees, witch is a lie, call Verizon on your own to verify. They aways lie to you and say I got Verizon to take out the fees for you, like activation and other fees I'm good with Verizon, and I like to save you money 💰, lies, you will find out on your fist bill, alot of unknown fees. Always check the phone u r buying from them, They always sell you a refurbished and pass it alone as new phone's make sure u open the phone you're shelf, make sure it has factory seal, don't let them opened for u, most likely he is giving u a return phone that is used, they try to throw away some of the packaging, now you can't return it, u have a 10 to 14 day return, now this is the game they play with u, u sales guys is not in or out sick try back tomorrow, supervisor, manager not in yet or computer is not working or need manager key to do returns try back later or come back tomorrow, and keeps giving you excuses, some how they will re emerge and free of sickness, willing to help you again, oh we have to check make sure you're not over the return periods, then there nothing I can do to help you, the system prohibited to do return, not even the manager can authority return after the return periods. This is not a real Verizon store this is a franchise store they have more fees. This Verizon store is operated by Russell cellular This place is a scam, they won't tell u that, they always claim they r Verizon, buyer beware. I'm sure they going to have the owner commenting on my pose pretending like they care, lies. I just warn all of you, going to this place, I'm out few thousands of dollars. Verizon promise to take back the phones And refund me, when I return the phone to Verizon, Verizon still not refund any of my money, the taxes fees or the phones. I have no phone and cancel service they stll charge me for phone lines, I call Verizon about the issue management tell I was all set they were working on my refund I should expect to receive it soon, weeks went bye, I call Verizon new stories every time, keep waiting no refund, instead Verizon give me bad credit. Even Verizon lies. Verizon out to cheat and steal, Not the Verizon I use...