Verizon — Local services in Marquette Township

Eli was wonderful. Not only did he understand my complicated issue he knew exactly what to do, PLUS whilst waiting for customer care about my issue and being put on hold he was literally able to help out 4 other clients simultaneously without even an ounce of getting confused. He AIWAYS made sure get my sure my issue was priority over the others when customer care came back BUT whilst speaking with them he was able to keep helping others during wait times. He was beyond multi tasking with confidence, intelligence, an AWESOME upbeat personality with everyone and we know about waiting times and encouraged him to help others as we knew we were a bit of a tangled web to untangle lol. He did it with EASE and he was also assisting other employees. My mum and I were 100% impressed just watching him. He even realized we were put in a higher priced plan instead of the 30$£ plan as I was unaware that paperless AND auto pay were needed gut that plan. I never look at my bills so I presumed we had been put on that plan since we signed up but it’d was the 45$ plan instead. He had us in and out dealing with a new line, 2 deleted lines, a phone upgrade, my phone being all Wonky acting and I got a BYOP rebate of 350$£, and helped 4 other customers without a single moment of frustration or getting confused. Never have I ever expected such an experience. Then about a week later Randi helped me out as my IPhone seemed to want to make my VM disappear. She was confused as that’s never happened BUT she called customer care who were confused too but they tried helping and transferring and finally VOILA! They figured it out and she was very knowledgeable and again a WONKY situation it was but resolved and the new building is so much better and more space and ability to help at a better pace. I enjoyed my one in one with Randi and we conversed about some funny stuff and she was able to help another employee as well. Eli was a joy as well. He’s very charismatic and both have the patience of a saint. I’d never switch carriers ever and I’ve got several lines on my...

Legitimately one of the worst customer service experiences I've ever experienced. My partner and I walked in looking to upgrade her watch. Two people were being helped when we walked in with two other people waiting. We weren't greeted or even acknowledged at all. After twenty minutes of poking around a couple walked in who had apparently been there earlier. They were recognized and greeted and sent over to a table with their stuff. Wanting to make sure we weren't wasting our time as their selection is TINY, we asked about Apple watches from one of the two employees who were helping someone else. She replied that they did and brought out the two options they had which caused one of the other people waiting to complain that he had been waiting even longer than us. We clarified we definitely weren't wanting to cut in front of him. We waited another twenty minutes while the employees carried on conversations with the people they were helping about vacations and college. At this point we had been waiting for 50 minutes and the store was closing in 40. We realized that at the speed they were working there was no possible way we would be able to be helped with two people still in front of us. We returned the watches to the employee and left without even a...

Dreading & procrastinating going to the Verizon store to return a new phone, I was very pleased with the entire interaction.  First, it was 7pm at night so being so near closing time I wasn't sure what attitude the representative would have.  From the first sentence, Layne was pleasant & was focused on how to move forward to get what I wanted. Exchanging the S21 Plus for the S21 Ultra was basically seamless.  He knew the administrative process, was familiar with the phone I choose & added just enough personal  commentary so this did not feel like robotic transaction. Normally working out of the Munising office he was filling in for staff support in Marquette - not once did I feel the value & quality of service was hindered with him being in a different location.  The store doors were locked at 8pm & we finished up at 10 minutes after the hour. Again, not once did he try to rush the exchange but remained efficient & pleasant.  I believe this is important because not only did he sell a product - he sold an experience.  One of which was well received and will be shared...