Verizon — Local services in Mayfield Heights

Let me begin by saying, I have been a Verizon wireless customer for over twenty years. I was visiting my mother in northeast Ohio and decided to upgrade my phone and service. I had a very positive in-store experience on August 14, 2022. The Business manager whose name escapes me was my point of contact. He transitions my personal account to a business account. I was to receive the Samsung Galaxy 22 Ultra as a promotion with no installment plan. I was pleased with the customer service. Before leaving the store, I asked how do you know my address? He stated I found it on the account and you are good to go. After not receiving the phone I looked at the order. The phone was shipped to a previous address. I call the phone number he text me from when confirming my order, to convey the problem. No response. I also sent a text message. No response. I could not stop by the store because I no longer live in Ohio. I called Verizon(at *611) on August 15, and I was told the phone had been reordered and I would receive it by August 18. I called on August 19, after not receiving the phone. I was told there was no way the representative I spoke to on Monday, August 15, could have ordered a new phone because they have to wait until the initial order was canceled to reorder. This representative said she would assist me but she could not offer the same promotion as the business manager in a retail store. So I would have to pay 800.00 for the phone that was promised to me for free. She then transfers me to her manager. He states he can give me the Samsung Galaxy S22 as a promotion with no installment fee. A few days later the phone arrives. I am not pleased with the phone. I take it to a retail store in Maryland. I currently live in Maryland. On August 25, 2022, I trade that phone in for the Samsung Galaxy 22 Ultra, the phone I was promised for free on August 14. The representative assures me that there will be no additional charge for the phone. He stated All I am doing is swapping the phone out. He told me to wait for one to two billing cycles to see the promotion on the account. Today is October 8, I view my bill and it read 36.11 installment plan for 36 months. Remember this is supposed to be the free phone I ordered on August 14, 2022. Verizon has yet to resolve my concern. I will be sending letters to the regional and national offices. There have been several representatives that have provided excellent customer service but have not resolved my concern. I need assistance resolving...

My partner and I went into the Mayfield location a couple hours before close last night to trade in my iphone 11 pro. We were assigned to work with Nathan and he made the experience a breeze for us. We both usually dread going into a cellphone store because waits are usually long and the workers don't feel genuine. In my past experiences, associate's have been more driven to make a sale rather making me as the customer feel understood and well taken care of. However, after yesterday our minds were changed. Nathan was very informative, kind, personable, witty, and most importantly, practical.

I let him know I'm not a very tech savvy person, so he took the time to explain my current phone's trade-in value between each cellphone manufacturer, pointed out which phone's had equivalent storage to what I was using now, and he discussed the specs I'd be likely to actually use in one device vs which ones were offering way more than I probably needed. He also let me know about the accessory bundles but didn't twist my arm in the slightest to get anything.

After he gave me time and some space to explore the different devices I ended up picking the Google Pixel 7 Pro, which was one generation up from the phone we were originally discussing together, due to the incredible camera technology. I work in an industry that requires taking photographs and so I decided on my own that paying the difference to get the newest phone in the line up was the best choice for me.

Nathan made the process of getting a new phone an enjoyable experience. He has such a calm and personable disposition. He was also witty and cracking jokes with us and his teammates throughout our visit. He was such a joy to work with that my partner and I were stoked to see him again this morning when I had to go back to resolve a cellular connection issue. Nathan knew right away how to help and popped a new sim card in my phone. A quick fix that took him less than 5 minutes.

My partner ended up getting a Pixel 7 Pro for himself this morning while we were there and it was again a super quick and pleasant experience. Nathan is a super cool guy and Verizon is lucky...

Anyone I know groans when they plan to go to Verizon. They seem to operate on their own time-table.

I was greeted, and the greeter kindly listened to my phone issue. Then he put my name "in the system," and said they'd let me know when it was my turn. Same thing happened with the next two people who entered. Then, this rep went on break.

A different person greeted. A man came in, explained his problem (and did not say that he had made a prior appointment). The greeter told him he'd be right with him.

The greeter greeted the next person, told them he'd be right with him. Then, instead of consulting the list of those who were ahead in line, he proceeded to wait on that first man he greeted--while the rest of us waiters stared in disbelief!! We had all been waiting at least 1/2 hour by this point.

When my name was finally called-- I mentioned that my Google 6 phone was getting poor reception, even though I lived about a mile from the store-- which, by the way, has great reception . They sure stick to their policy, because, WOOPS, I had 30 days from purchase to return it, and I was 2 weeks past that. Woops.

I was told to call their customer service department. (So all this waiting was for nothing.)

Remember the old Verizon, where they would bend over backwards to keep you happy? They'd pass out little gifts - a new charger, or car charging cord or a case? They would say, "Well, you're two weeks past your return date. Let's see what we can do to keep a happy customer." Those days are LONG GONE!

I ask you, reader: when you spend the money for a new phone, do you expect to get phone service reception, especially if you live in the suburb of a big city (not out in a remote area). That's too much to expect from Verizon! Their customer service told me I'd need to pay $10 extra per line if I wanted to get in a "less congested service area." Huh. Wow.

So these are just a few reasons why my friends said, "Ugh, sorry to hear that," when I mentioned that I had to stop into the Verizon...