Verizon — Local services in New London

I had a not so favorable experience with this store. I walked in knowing exactly what I wanted. Nothing extra on my account but I wanted to trade in my phone. At first he was very kind. He was showing me how to save money on my account and I was very thankful. When we got down to the phone part he started to upsell me. I understand this is normal in situations like this as they work on commission. I was very stern and to the point of what I wanted. When I was asking for direct numbers and he wouldn’t give them to me. Instead he kept telling me about the positives to the upgraded plans. I kept insisting for physical numbers and it took over 5 minuets to have him give them to me. He was so frustrated with me at that point and treated me such. Instead of managing his emotions and being kind he shut down like a child and walked into the back to talk to his coworkers. He came back out and told me I wasn’t understanding what he was telling me and offered to print out the different plans. I insisted again that I wanted a basic plan and he stopped talking and started the process. We ran into another problem when it came down to the insurance. I did not want it and he told me originally that he couldn’t cancel it. I explained that I knew he could because I had done this only a few months prior. He didn’t say anything and then after 5 mins he moved on and I had to clarify he canceled the insurance. He did. The last issue I had with him is that he walked over to the wall of cases after I had told him we weren’t interested and he insisted our phone wouldn’t work without this ‘special’ charger. We again insisted that we weren’t interested. He continued to not communicate and work in silence. I had no idea what he was doing. He charged me without explanation of what he was charging me for and the set up the phone. I was waiting and wondering what was next with no explanation. I asked sternly what was the next step and he snapped telling me he was setting up the phone. We were both frustrated at this point and I apologized for how this was a frustrating experience and he slipped something out under his breath and I walked away. He didn’t say goodbye. How unprofessional this whole situation was.

Update: I called customer service and I found out he signed us up for several add ons without our consent. I was able to cancel them without penalty to me after I explained...

Had the pleasure of being helped by Chris W., though that is not to say that any of the other employees there are any less wonderful. Had an issue with my LCD screen on my phone; sudden problem, and needed it fixed as soon as possible. Not only was Chris extremely knowledgeable and helpful, but his attentiveness and empathy throughout the process is something that has become rare not only within the retail world, but even more so when specifically speaking to Wireless Retail. Not only did he take the time to assess the issue and keep me informed with the process, but also took into account all of goals/needs and helped come up with multiple plans of action to not only resolve the issue at hand, but also resolve it in a way that made the most fiscal sense for me. At no point did I feel as though I was being sold to, or up-charged, but rather was given the sort of attention you'd expect from a friend who was trying to help you out of a jam. Really great location, and staff, and even with the magnitude of my issue, I was in and out in a timely fashion. I will say too, everyone at that location (those I have experienced, and those I have witnessed) have been just as great. In fact, it is not uncommon to see an irate customer walk in extremely frustrated and (in my opinion) being extremely rude to one of the employees, to then leave with a smile on their face.

If I could give more stars I would. I have been using this location for a little over 3 years now, and can say without hesitation, that I will continue using them for as long as they...

I couldn't be more pleased with the service received at this Verizon site. Joseph initiated our work, helping my family with a trade-in for new cellphones. He was patient, kind, respectful, and very easy to work with. He took an inordinate amount of time to give us the inside scoop about charging, phone use, and battery power. He also took the time to talk with us on a personal level, and by the time we left (after 3-4 visits over the course of the week), he felt like family! He made himself accessible by phone, email, and text, which was super helpful since I'm a teacher and can't always get to the phone. He helped with billing, perks and services, and ensuring our phones would be protected. Cameron also worked with this, with the same kind demeanor that Joe demonstrated, taking time with us, making entertaining small talk with me and my daughters, and keeping us on target with the phones and trade-ins. Overall, the experience was very positive and I feel comfortable going back to them with any questions or concerns. I won't ever go to another Verizon store! New London Verizon is the best! ...