Verizon — Local services in Moscow

I originally purchased a Samsung Galaxy S4. I understood that I had 3 days to return the phone for a full refund and 14 days to return the phone for a full refund minus a few activation fees.

We have Macs at home, so after a few days (but within the initial 14-day period), I returned to the store to exchange the Samsung for an iPhone. There weren't any in stock, so a new phone was ordered. It arrived in a couple of days (and within the initial 14-day period). That night, I tried to use the FaceTime app, but couldn't. It was my first time using FaceTime and I thought I was doing something wrong. Then, after about an hour, I realized the camera didn't work at all. Turns out it was a camera problem, not a FaceTime problem. I talked with people from the store and we tried a few things over the phone, but nothing worked. They told me to I bring the phone in to exchange it. I did (within the initial 14-day period).

Again, there were no iPhones in stock. Instead of ordering a new phone, I was told there was a shipment of iPhones coming in a few days and that I could have one of those. The phones arrived a few days later (within the initial 14-day period). I came to the store the day the phones arrived (within the initial 14-day period), but there were no more phones available: they had all been given away. There had a been a miscommunication (or no communication) and no one knew to hold a phone for me. I was told that another phone would be ordered ASAP. Up to this point, and despite the communication problem, I was still satisfied with the service I had received at the store. There was no phone, but a new one was coming. No harm, no foul.

The problem and reason for my complaint began while waiting for another new phone: the 14-day period expired before it arrived. And the 14-day period was still expired when I came into the store to pick up the new phone. I worked with Alec that day. Because we were outside of the 14-day period, we (Alec) couldn't do a simple exchange. Before I go on, I need to say how much I appreciated the time Alec spent trying to make it work, I really think he did everything he could do to make it right. But after two hours in your store, we learned that it would be processed as a warranty replacement.

All of a sudden, I was going to get a refurbished phone. Had I paid for a refurbished phone, I would be happy to get a refurbished phone. But I paid for a new phone. However, because of what happened at this store, things that I had no control over, I am now getting a refurbished phone. Just as the original problem was a camera problem and not a FaceTime problem, this is a GoWireliess problem, not a Verizon problem. The miscommunication happened in this store. The failure happened in this store.

So far, Patrick Munoz, the owner, has been unwilling to work us. While on the phone with Verizon Technical Support, they asked him to join us, and...

They Lie right into your face. They are subcontractors has no authority to do anything on their own, they can't fix anything verizon did wrong and they will have to call verizon customer serivce as you wait in the store. The manager will tell you they are Verizon, then when you call in or walk in to the store to resolve issues they will straight telling you that they are GO wireless has nothing to do with verizon service. So keep in mind, they lie to get your contract/phone sales and they have no actual service. (they charged me 25$ to activate my phone which is turn it on) I set up a plan with them in Aug 2013 for 2 simple smart phones (2GB data and unlimited text /call) and my bill has been 275$ a month(through some complicated lease contract the sales person recommended). I revisited the store in Aug 2016 and they lowered my bill to 80$ something and found out alot shady bills should not be on there. Verizon still charges from 100-190$ a month which I do not have any over usage for data and such. After 2 calls to Verizon center I finally found out they charged me international service fee without my consent. The other thing they lied was they accepted my employee discount and I later found out they never activate it due to "technical issues" until I revisit the store for couple times and real time fact checking to ensure they did their job. Check everything on your own to make sure they did not lie to you. The only positive thing is one of the representative Adalya is really patient and showed high level of professionalism that kept me in Verizon after all those...

Today I parked my car, gathered my 3 year old out of the car, walked up to the store, only to find new store hours had changed to 10 ( if not for a poorly placed sign I wouldn't have gone through the trouble of even parking.) Anyways, not a big deal my 3 year old and I go kill a half-hour and come back at 10. When I walk in Iam greated by a polite young man who asks how he can help. I tell him I heard of a promotion where they will bye my phone I get $200 towards accessories and I can upgrade blah blah...... he tells me ya they can do that, and its even a better deal, its $250. So he gets me started on transferring all my data to an upgraded phone, has me sign a contract, I pick out all my accessories, we are all ready to go. Only to find out the promotion ended the day before! Are you kidding me! Its now almost noon, I have had my 3 year old with me this whole time and all he says is "sorry!" So I asked to speak with a manager and he is an even bigger joke. He goes "what do you want me to do?" Umm? "Give me what I was promised!" I wasted half my day in this store . He says "well I'll get ahold of corporate and we'll atleast give you a cover or something for your wasted time." I said "I don't have time, I got to go, can you call me with the answer?" Manager says "yes" Do you think I have heard back from them today? Nope! What a joke of a store. Terrible customer service, terrible training, terrible communication, Worst manager! LOOKS LIKE I WILL BE GETTING A...