Verizon — Local services in Napa

Dear Verizon Wireless Management,

I am writing to formally express my profound dissatisfaction with the service disruptions and the in-store customer service experienced at your Trancas location on April 9th. As a long-standing Verizon customer and CEO who oversees numerous business lines, I anticipated a level of service commensurate with both my loyalty and professional status.

Upon visiting your store with the intent to establish a new business account and transition existing services, my partner and I were met with an unexpected and prolonged delay. Despite our clear requirements and the involvement of your support team via speakerphone, the staff failed to execute the creation of a two-person business line within a reasonable timeframe. The 1.5-hour wait without resolution was not only unproductive but also disregarded our personal commitments.

The situation escalated the following day when my partner, a self-employed professional critical to the operations at VA centers across Northern California, took a day off to rectify the issue, only to discover her sales line had been disconnected. This error had immediate repercussions on her ability to facilitate life-saving medical equipment orders for veterans.

Regrettably, the lack of immediate solutions, compensation, or even a credible explanation for the oversight further compounded our frustration. The presence of multiple representatives in the store, contrasted with the absence of assistance, is alarming and reflects a breakdown in service standards.

I urge you to address these service failures promptly and ensure that such incidents are not repeated. Your immediate attention to this matter is not only expected but necessary to maintain the trust and business of valued customers like myself.

Sincerely, Disappointed Long...

I have been a customer since I think 2003 I think. I always loved the quality of Verizon Customer service at all locations, the transparency, and the service. But today was eye opening to what running a business means. So here we go consumers. I walk in and was greeted by a young lady. She asked me the norm "What brings you in today?" I replied that I need to do a transfer for the new S22 Ultra. She said I'm sorry but we are not taking any appointments during the launch of the New Iphone. I responded I'm sorry....I have had an account here for many years and what does "one" phone have to do with getting customer service for my account. She said she could ask her Store Manager to approve helping me.

I guess my gripe is you sell more than one phone and are not working with others that need help because you have a launch of one.

I don't write reviews but I'm questioning keeping my service after this phone. I have a military plan and have been loyal in paying my bill on time for many years. This Military Mom is thinking about Marching on.

The Store Manager did approve to take me but only after the young lady shared with him my comments. I have been in the customer industry a long time and this just didn't feel right. Hopefully this post will shine some light on training for the next launch whatever the phone it may be.

Edit: waiting my turn and a 80 year old lady said I am having an issue with my phones voicemail and I brought it in last week but they said I couldn't have an appointment until next week to fix it. The lady began to explain I am concerned about my voicmails and I haven't been able to reach them.....😤. A week.....for someone that was a home care giver this is scary. They have lots of doctors appointments ect. Makes my...

My visit was a very bad experience. If you're young male sales rep tried to help me gain access to my phone. I had made attempts on my own to unlock the phone. With little success after several tries. Nearing the limit of tries to unlock the phone I went to the Verizon store for help. I showed the representative I had only 5 more tries and needed to use their tablet or PC to get online to find my access code. He continually insisted that I keep trying and that after all of my attempts fail it will just reset the phone. I showed him the warning on the phone it would wipe out my memory I told him that was but most important that I did not want to happen. I told him did it have the last voicemail from my father before he passed away He insisted that I keep continue trying! Left with one attempt left before you erasing memory he let me use a tablet in the store to gain access to my code. In fear of losing my father's voice mail I was frustrated but did get the code it mistyped it. Your memory was erased along with my dad's voicemail! When I got home I had called Verizon customer support and aired my frustration and ask them to help me retrieve the voicemail. That was 9 months ago and two more calls since then they still have not...