Verizon — Local services in New York

Everyone's experience is different and I can't believe the one review before mine was so positive. I bought two devices, a Xoom and a Bionic from this store at different times. Each time I made my purchase there was somebody in the service area yelling. No big deal, but I thought it was odd. So yesterday I have to take my Xoom in for service as it became frozen after sending it in for the 4G upgrade. I drop it off at 8:45AM right after they opened. I was promised if I drop it off they would "reset" the device by the afternoon and I would be on my way. I asked what if something terrible is wrong with the device? Can I get a new one since it is under warranty and I have already been without it for a week during the 4G upgrade?? Again, “no problem we could have one FedEx'd to you next day.”

Sounds good - I leave the device and get a call around noon. I’m told the device is frozen, which I already knew. I'm instructed to stop by around 3:00PM to fill paperwork out and get a new one shipped.

I stop in at 3:30PM, wait on line until 4:15PM at which point the service rep acts like he has just started looking at the device. He says, “let’s power this up and let me show you what's going on.” This is strange since I already know what’s going on. Completely confused and starting to run late for my bus I ask how long this will take as I thought he already looked at it.

This is going very long so I will cut to the chase. He couldn't get one to me over night, he had to get Manager over to help, who was very unprofessional and non-sympathetic to my issue. They called Motorola from their landline and stretched the phone over the counter and had me talk to them to describe my problem. Then told me I would have to file the claim with Motorola and they would send me a box for me to ship the device back to them and I'd have to wait weeks!! This is all after I was promised at 8:45AM that I could get one the next day. This is also after I have been out of a device for over a week during the 4G upgrade. I consequently wasted a trip in the AM, a long wait in the PM, and I missed my bus back home and had to wait an hour for the next one!

Next time I have to buy a device like this I’ll just go to Best Buy, they offer products like the Xoom on Verizon’s network and I’m absolutely positive if I had this issue I would have walked out within minutes with a brand new device. This store had a bunch of Xooms in stock and there’s no reason I couldn’t have received a new one and THEY should have battled it out with Motorola not the customer on the phone in their own service area.

BTW…. As I was leaving, at the other end of the counter yet another customer was screaming at a different service rep. * This store location has the absolute worst customer care I have ever...

If I could I would give this location a minus 10

had a terrible experience at the Verizon store on 57th Street and 6th Avenue. The staff there, especially a representative named Aira, were unhelpful, unprofessional, and disrespectful.

After returning from a trip to Europe, where I used Vodafone for data, my Verizon service would not reactivate. I went to this store seeking help. Aira assisted me at first and called tech support, but after spending over four hours there, my phone still wasn’t activated. During that entire time, no one even offered me a glass of water, while Aira took her lunch break.

Tech support eventually locked my account for further attempts and told me I’d have to wait 24 hours before trying again. I asked Aira if she would be available around 3:30–4:00 the next day to assist me again, and she said yes.

When I returned at that time, Aira was with another client, so I waited and politely let her know I was there. After finishing with her client, she went to the back of the store and never came over to speak with me. I waited for over 15 minutes and finally asked another employee for help. He was rude, abrupt, and disrespectful, and told me they couldn’t help me and that I should go to another Verizon store.

After wasting four hours of my time the day before and following all of their instructions, I was essentially dismissed and told to leave.

I’ve been a loyal Verizon customer for over two years, and this was by far the worst experience I’ve had. The employees at this location seem uninformed and untrained. When I went to another Verizon store afterward, the representative there activated my phone in just 42 seconds.

Do not go to the 57th Street and 6th Avenue Verizon store. The staff are unhelpful, unprofessional, and treat customers with complete disrespect. Save yourself the frustration and visit another location.

If Verizon was smart, they would fire the workers at this location Or teach them how to interact respectfully with Verizon...

I definitely should have read these reviews before I went in today. I don't know if this is a Verizon problem, or a problem with this store in particular, but their so-called "customer service" involved calling several other associates on the phone. If I go to a physical location I expect them to be trained and able to help me with my problems, not have to outsource their jobs to people at a remote call center. I stood in the middle of the store for two hours--was not offered one of the nice seats until near the end--just trying to trade my phone in as instructed online. I noticed at least three other people in the store while I was there who similarly were left to call a customer service number rather than receive assistance from the store associate. The manager, who was helping me, was distracted at multiple points by other employees, customers, and his personal phone, leaving me to believe he is either understaffed, unprofessional, or both. I, like other reviewers, was told different things by different employees, including that I could turn the phone in for a replacement at the store, only to be told when I brought it in that they could not take my phone until it was factory reset (which was impossible as it was damaged). When I asked if they had a repair company they worked with, one employee just looked on his maps app on his phone and told me to go to a random place on 34th St (more than 30 blocks away). A few months ago, I visited the Verizon store at 150 Delancey Street (which has a 4.8 star rating) and received EXCELLENT service, which makes me believe the problem is at least partially with this store. I suggest making the trek to one of the...