Verizon — Local services in New Castle

No problems with the cellular service itself, however the actual customer service from Chris was very much below standard. Sent my grandmother in store to simply service swap her iPhone XR, which was in her hand, back onto the account. Since she walks with a walker and an oxygen tank, normally I would handle it myself but I currently live on the east coast. He proceeded to tell us there was “nothing he could do” implying the person I worked with over here did something wrong and didn’t know what she was doing, not realizing I have been in wireless for 7 years and the employee I worked with in Verizon local to me, has had the same experience being that we both have worked together for years in wireless sales. I called 611 while keeping Chris on the phone where he refused to confirm the ICCID from the XR with the customer service representative. The man was persistent on saying “Verizon is trying to get rid of physical SIM cards” and “you can’t go from eSIM to physical sim” I was able to access the ICCID with no help of Chris due to a screenshot I had from 2 hours prior, and within 2 minutes had my grandmothers XR that she was told wouldn’t work, back up and working. My message of advice, regardless if they are there to buy or not, if they walk in those doors, they are a customer and should get the same great service you give those who are upgrading, adding a voice line, mobile internet line, or buying accessories. Hopefully that will get corrected in the near future for future customers...

My husband called customer service to inquire about why our bill kept going up. Our phones are completely paid off, so we didn’t know what we were being charged for. We were told over the phone by customer service we were in an “old” plan and needed to upgrade to a new one and our bill would stop increasing. My husband went in to the New Castle location to confirm and was told that we were told correctly over the phone. The sales rep working at the time let my husband know if we upgraded to the “new” plan it would take about $35 off of our bill. Two bill cycles later and our bill went up about $15. Wouldn’t recommend going here or having a plan with Verizon because they will just lie and continue to over charge with little to no...

My two kids and I walked into TCC today to get new phones. He was the only one working. There were 4 people in front of me and more coming in after me. He managed to serve and take care of every party in a timely matter. Geoff was very knowledgeable, understanding, helpful, calm and patient during a quick rush shortly before closing time. He sat with us and explained everything thoroughly, help me get the best options and deals and we walked out with 3 brand new iPhone 16s even after hours. Geoff was very kind and didn’t gripe one time he was there after his shift. I want to personally thank you for his customer service...