Verizon — Local services in New York

Verizon customer service is just horrible. The manager Alexandrea and sales rep Brenton gave us incorrect information and no one is taking responsibility.

My family started a business account 6 months ago and all got the Business Unlimited Pro plan, which according to the sales rep Brenton and the manager Alex, came with 2 days of travel pass per month that rolls over and accumulates if unused, which is probably the only reason we would've agreed to this expensive of a plan in the first place. My family is traveling in two days and had questions so they went to a store, and was told that our plan only comes with 4 days of travel pass and actually does not roll over. So now we're pissed bc we're stuck in this 36 month contract without the benefits we were promised.

I called customer service the first time last night, the customer service rep confirmed that we only have 4 days and it does not roll over. I said this is a problem caused by a your employees and I need a supervisor to fix this. The customer service rep said a supervisor will call me back in 1-2 hours. They never did.

I called customer service the second time today, the customer service rep Christina said I didn't have proof that the sales manager and rep gave me wrong information. I told them to look at the surveillance cameras, and they told me they don't have access. The customer service rep kept trying to not escalate this to the supervisor, then later said the supervisor will call me within or after 1 hour. The supervisor Rob called me after 4 hours, told me he was going to record the call. So I said sure I'll also record the call (incase I need "proof" in the future) and he said the customer is not allowed to record the call???? So they're just not gonna take any responsibility for their words then ?????? I then explained the whole problem again to Rob, and he was still like, "you don't have proof." So I was like, "go get the surveillance cameras!" I even provided the full names and phone numbers of that Sales manager and rep. Customer service was absolutely useless, they kept repeating that I didn't have proof and that their policy doesn't allow them to override or whatever. Its so stupid, I wasted a whole day just battling them and got no where. He even tried to get me to go back to the store and talk to the sales manager and rep. This is horrible customer service, and now I'm still stuck with this and I'm just supposed to take this at it is. No one was willing to take responsibility of their words.

Update: After the supervisor Rob told me that he would call me back yesterday after he confirms the situation with the store manager and rep, he never did call me back. Verizon Customer...

Long story short: the staff here tried to con me into thinking my phone was broken and that I had to buy a new phone. Afterwards I took my phone to the Verizon affiliated store on canal street and they fixed the issue in two minutes. DO NOT GO TO THIS STORE. Go to the canal street one! The employees there are smart and friendly :) ————————————————————— Probably the worst service I have ever received. Period. My phone had bad signal and service (workable, but bad). I talked to Verizon’s advanced technician on the phone and she told to come into this store and receive a new SIM card, then to call her back if that didn’t fix my problem.

I came in and the staff was rude and barely acknowledged me. After one employee put in a new SIM card, my phone was not only not fixed, but it lost all signal completely and was no longer working. The employee then immediately told me my phone’s antenna was broken and tried to sell me a new phone/insurance. I told him this was impossible because my phone worked with other SIM cards just fine and that the technician on the phone assured me this was not a hardware issue. He ignored me and told me I was wrong and that I had to buy a new phone.

Finding this employee unbearable I went to another and asked if she could get in touch with Verizon’s customer service because now that my phone no longer worked, I couldn’t. She refused to....

Instead of buying a new phone I took my phone to the Verizon affiliated store on canal street. I met an employee named peter who was much nicer and more helpful. He took my phone and fixed it completely within two minutes!! I had perfect service again. Apparently when I used a different carrier in Japan, some settings had been mixed up. A simple fix.

I am so disheartened by the rudeness and trickery of this Verizon store on broadway. I used to buy all my new iPhones from this store, but now I will never be back. I have heard similar stories about the unhelpfulness and lack of knowledge from employees at this store. DO NOT GO. Go to the canal street one instead! Or any other Verizon store, just stay clear of this one.

Edit: From reading other reviews it sounds like Mr. Ortiz is pretty great and very professional. I wish I had been able to speak to him. What a shame. Still, I was appalled by the service I got from two other employees there (I wish I had gotten their names) and, reading the reviews, it sounds like a lot of other customers were unlucky and treated poorly as well. I will see if I can make a complaint to Verizon HQ because no one should be...

Title: "A Journey of a Thousand Miles Begins at Verizon Store on 581 Broadway"

Review:

In the bustling heart of New York City, I embarked on an odyssey to the Verizon Store at 581 Broadway, a quaint little haven of technology nestled amidst the urban jungle. My quest? A simple one, to return a pristine iPhone 13 mini.

As I entered the store, I was greeted by the hum of activity, with three diligent associates attending to customers, their fingers dancing on keyboards, their voices a harmonious symphony of assistance. The store, though petite, was a beacon of orderliness, with gadgets and accessories adorning the walls and chargers generously offered on tables for the weary traveler's use.

But lo! Not all that glitters is gold. Amidst the bustle, a lone associate stood, her attention ensnared by the siren call of her phone, seemingly adrift in a sea of her thoughts, oblivious to the patrons yearning for assistance.

As the clock ticked, my name echoed through the air, called by a helpful associate ready to unravel the tangled web of my quest. Alas, the system's unyielding grip bound my iPhone to the distant shores of 100 Wall Street, a journey I must embark upon another day.

Yet hope flickered in the darkness. The distant associate roused from her reverie, offered a beacon of hope – a shipping tag, a chariot to bear my iPhone to its destination. With a grateful heart, I departed, awaiting the promised email.

As the sun dipped below the horizon, painting the sky with twilight hues, the email, like a phantom, remained elusive, a whispered promise carried away by the wind.

In the grand tapestry of life, the Verizon Store at 581 Broadway is but a single thread, woven with the vibrant colors of diligent associates, marred by the dull hue of inattention. In the spirit of fairness, let us not dim the luster of the whole for the tarnish of one. For in the customer service garden, even a wilting flower can bloom anew with the tender care of feedback and guidance.

And so, I bestow upon the Verizon Store at 581 Broadway a gallant five stars, a beacon to guide them on the path to unyielding excellence, where every associate shines with the brilliance of a thousand suns, and every email arrives as swift as a...