Verizon — Local services in Newport

Worst customer service in town! Do not trust their upselling on warranties as we purchased the premium device warranty plan this year and had an ipad screen crack, 2 phones with the screen protectors cracked and an iwatch that was dropped/lost in a lake. We went into this store (where we bought all the devices) to resolve all these issues and basically nothing was fully covered by insurance. And while the associate agreed, that the warranty isn't covering what it should, he said he can only do what the computer screen tells him. Or that a manager may be able to help but they don't "work this late" (implying that we shouldn't be there with such type of questions at 6pm on a Saturday). It was very rude and condescending.

When we were told they couldn't replace the iphone screens, I asked why they were able to do it for me a few months ago. Especially when the man a few months ago, at this store, said they can do it as long as it's within 1 year of purchasing all the devices, since I had the premium warranty plan. Which they still are within 1 yr.

The associate made it clear, there's nothing he could do so we told him we'd like a manager to call us when they are in to discuss our issues. While my husband shared what message to leave for the manager, I got up to leave and take our 8 & 10 yr old girls to the car. As we were leaving, another associate (Preston) interjected himself into our conversation and began telling me they have nothing to do with the iphone screen protectors, and never have. I began to tell him, I had this done a few months ago by a man that sat at a desk by the front door and I bet if he looked up my account he could see it was done. He just kept disagreeing with me, not looking up my account... just saying that's not possible bc they don't service them and then told me to "leave the store". I am nowhere close to being intimidating nor aggressive, and my children are very well behaved. I've never been kicked out of a store in my LIFE (and I'm in my 40s). I'm still shocked! I told my husband, who was giving notes to share with the manager... that I was kicked out of the store. He was shocked as its a small store and he didn't see or hear any sort of actions or language or anything to result in me getting kicked out.

Not sure who they are hiring at this "Verizon" store in Newport. But again, don't be tricked by the website and sign on the building. It is NOT a Verizon store. They are a "cellular store" with employees only trained to get you to buy devices in their store, they have no experience in customer service and have zero ability to assist in resolving any issues outside of a purchase of a new device. You lost a loyal local Fort Thomas family friendly customer today. To say I'm disappointed and frustrated with how you handled this situation, in front of my young children, is a massive understatement.

*Went to a Verizon corporate store the next day and learned that all the information received from Newport was an upselling tactic and this is a known issue at these non-Verizon corporate stores. We are entitled to free screen replacements with our current warranty plan, saving us $200+ from what Newport told us was the only option to fix our devices. It's a shame they use the Verizon name on their building but get hostile with customers seeking customer support from an experienced Verizon associate. And another interesting fact is we still haven't received a call from a Newport store manager, as entered by the store associate...

This is my second encounter with this particular store and I was hoping to have a better experience. My first experience with this store was a couple weeks ago when I came in and attempted to troubleshoot my service issue where my plan gave me 5GUW but I was only given 4G LTE. When I came in I spoke to a representative who stated that because I was a prepaid customer that I wasn't allowed to utilize the 5GUW, that band was only for the post paid customers. Surprised to hear that I informed the representative that I had an S24 and I was paying $70.00 for the plan which specifically stated 5GUW. He reiterated that I wouldn't get that speed because of my prepaid status. I left that day and went to work right down the street on Monmouth and was surprised to see 5GUW. Fast forward to today, I called around 10-15 minutes prior to my arrival to inquire if they had a particular case in stock, the gentleman I spoke to stated that they had it in stock but when I walked into the store a representative stated that they don't carry S24 Otterbox cases anymore, this same representative opened two drawers while continuing to deny carrying this case. A female worker then stopped what she was doing and helped me. She was able to locate this particular case in a drawer right next to the two he had looked in. I feel that the customer service was subpar because he failed to check all the drawers, had a dismissive attitude, and failed to give me my receipt or even offer to email/text me my receipt. I hope this isn't because I wasn't starting service, buying a new device etc. Please treat all customers, regardless of being a post paid or prepaid customer, with respect and...

I went to Verizon last month after my phone broke. They sold me a new iPhone 16 pro max and also mentioned a promotion that was going where we could add a line and I wouldn’t have to pay for my phone. Sounds like a great deal right?

First month - I’m charged $100 on that new line on top of a steeper phone bill for my iPhone 16 pro (which I was told would be cheaper with a “ghost line”.)

I called this morning and the rep I spoke with sounded like he wanted to help and he told me what he thought the charges were for. He was going to speak with the sales rep who sold me the phone and call me back.

Three hours later: i didn’t get a call back. I call Verizon again and the employee I spoke with this time explained the issues to me and what I was being charged for but he also made excuses for why I didn’t know how about a hundred dollar charge on my account for the next month or the extra charge on my phone bill that he said would be cheaper. He said I’d been with Verizon for a long time so I should’ve known about it. Aaron, I don’t think about Verizon and your phones all day or your promotions. If you’re selling someone on a promotion, might be good to note the $100 charge the first month on the ghost line no one uses. I’ve been with Verizon for a long time (as you noted) and that’s not how you speak to your customers, dude.

Luckily, the rep I spoke with under 611 was extremely helpful and handled everything within 5...