Verizon — Local services in New York

Absolutely one of the worst branches that I ever visited. If you are not rush, strongly suggest walking a few more steps more and visiting the branch located at 1218 2nd Ave and looking for Daniel for services.

In short, this branch on Lex never considers the best interest of customers, such as what the max amount of money client can save. Staff just wants to get the thing done fast. We went there second time at 5pm (per below experience in details); on the door it says store closed at 6pm, but store was already closed with lights off. God blessed we had this chance to visit the other one located at 1218 2nd and realized what top-tier customer service truly is. When we passed by this store on Lex later at 6pm same day, the second layer of the door was then put down - so officially closed now :)

My experience -

My wife and I had an iPhone 8+ and 8, respectively. We were considering to switching to iPhone 12. In the first week, we went to this store on Lex. Store was completely empty with a couple of staff standing there doing nothing. We were the only customers. Based on our current unlimited plan, my wife's phone can have a trade-in value of ~$570. Not bad, so my wife decided to switch and I wanted to wait for later bc I only use phone to text. One African-American female staff (tall with shining nails)) was actually pretty cool, helped us complete the switch quickly over my Verizon app, telling us that a box would be mailed over to our home later so all we need to do was to mail back the old phone; we can actually complete this switch at home - making us feel we shouldn't come to a branch at all.

Second week, after seeing the full upgraded iPhone 12 Max, I decided to made the switch as well. "Fortunately" the store on Lex was closed "early", then we went to the store on the 2nd Ave. Long story short, Daniel asked our current plan, patiently compare our unlimited plan to the premium unlimited plan by paying a few bucks more every month (which can let my old phone has ~$700 trade-in value vs. $570 under current plan, has 5G Internet - ultra faster in our experience afterwards, and additional subscription to Hulu, ESPN and Disney+). After we made the decision (no brain decision, ofc premium unlimited plan), Daniel also helped me set up the phone completely therefore I realized that there is no such thing called "waiting to receive a. box and mail the old phone back" if I visit a good branch. English is my second language; Daniel also explained to me twice on some concepts/terms.

In one word, there is definitely a reason for Verizon to have physical branches there to support customers. However, whether you will pick the right one actually...

The salesperson who was supposed to "help" me was extremely rude and uninterested. When I walked into the store, she didn't greet me or anything. I told her I was interested in buying one of the iphone 12s. She started walking away from me towards the back, so I was like umm should I come with you. She snarkily said yeah. Then she just went and stood next to the phones silently. No description about the various phones, features etc. I asked her about the differences in cameras, she just said, well this one takes better pics. I asked about the camera features, resolution, night mode etc. She was like I Just said the pro takes better pics, so its camera is better. Like thanks, that was helpful. I asked her about price, she said its 800 and up, I asked her clarify what the different prices were, again she was like it begins at 800. So I didn't bother to ask her to clarify again. Then I told her I wanted the iphone 12. She just walked away towards the back without, came back and then said well we dont have any, you can order it online on the myverizon app, and I can tell you how. I took a few minutes to log in to the app because I didn't remember my password. She asked me impatiently, are you still trying to get into the app. I was like yeah. Then I just told her I'll figure it out on my own, because you dont seem interested in helping and you;ve been rude since I've come in. Instead of apologizing and asking what went wrong like someone who cares about helping customers, she just shrugged her shoulders and said well I dont know how but okay, and then walked away. Never going back to that store again. In fact, I went to the store at grand central right after and was helped by a lovely...

This store honestly made me want to consider leaving Verizon. I ordered my new phone on Verizon's website and because I didn't really want to wait, I selected in-store pickup. As soon as I received my notification that my new phone was ready, I went to the store expecting them to simply hand me my new product exactly as I would have receive it had I ordered it with shipping, the same way as other store like best buy do. Instead, I was told I had to wait for the next employee to become available. Despite the store being almost entirely empty, the wait was at least 20 minutes. When an employee came at last to assist me, I presented my ID and credit card, signed as instructed, and then waited for WAY too long as she "set up" the phone. I have no idea if it was the woman who took forever, Verizon's system, or the process is just too long, but I do know that many times I have done this through shipping and it went WAY faster.

OK now here's the hilarious part: we ended up having to leave the store to complete the set up because - wait for it - the store didn't have any Verizon signal in it or WiFi! A Verizon store didn't have signal!!! Can you believe that???

In conclusion, this store can use a LOT of...