Verizon — Local services in Newtown

Don’t trust what they say

I have been trying to get a resolution of a broken promise since January and have hit a dead end.

In January, my husband, son and I went to the Newtown Verizon store to upgrade our phones. Tory and Bruno made a big deal out of the fact that we could get a 4th line and phone for free because of a promo and the way the pricing on 3 vs 4 lines works. We were not interested in a phone we didn’t need but they talked us into it. We finally agreed because we thought it would be nice to have an extra phone in case one broke. We did not have a 4th phone to trade in because at that point, we only had 3 phones and 3 lines. Bruno said not to worry about that, he had a phone that could be used for the trade-in. Fast forward to our next bill and the 4th phone is not free, we are paying $13/month for it. I stopped into the store several times and was told that it can take several billing cycles for the trade-in to go through. Bruno moved to the Bethel Verizon store so I started calling there too. I also called Verizon corporate multiple times and they can’t do anything because it is an issue with the local store. Bruno now says that he’s got it worked out that rather than taking the money off the monthly bill, Verizon is going to give us a credit for the phone – $180 in June and $180 in July. Sounds great - until the June bill with no credit. I call him again – which always takes days because the Bethel store doesn’t always answer their phone and Bruno is always with a customer – and he says the automatic credit didn’t go through so he will have to do it manually and he has a sticky note to do it on his computer. July comes – no credit. The cycle repeats for August. Recently, I called the Newtown Store (since that was were we originally went) and asked for a manager – Billy who is new so none of this is his fault. Billy calls Verizon corporate and they say that there was no promo for a free phone for the 4th line. He also talked to his boss. They say there is nothing they can do.

Someone is not telling the truth and the local stores need to stand behind what their employees are telling customers even if they lose money on the deal. Don’t trust anything a local store says without verifying with...

I do not usually write review's however the professionalism and hard work of a young man who works in that store should not go unnoticed. His name is Anthony.

As I waited to be helped I noticed an Anthony dealing with another customer, the customer was extremely upset, instead of the typical fake line “I’m sorry that happened” Anthony said let me help you fix that, turns out the customer went to a Verizon corporate store and they messed something up an wouldn’t fix it and the customer was very upset about it, I can only assume he felt like that the verizon corporate store took advantage of him. To make a long story short through small talk an jokes Anthony seem to turn the customer mood around completely. The customer started to joke back with him, I WANTED to work with Anthony myself, so when the next employee wanted to help me I politely asked to wait for Anthony.

Anthony then resolve the original customer issue, the customer had fought with another store for weeks Anthony fixed it with a phone call Anthony then apologized that the other store did not do that an let the customer know he could ALWAYS come here for anything he needs and he’s glad to help.

Seeing this good experience I could not help but to find out for myself, Anthony heard I asked to wait for him after dealing with that customer Anthony then walked up to me greeted me and introduced himself without anyone telling him I was waiting, needless to say he helped me as well, I then wanted to give my business to him directly, for now on I will only see Anthony it makes going to the cellphone store from dreadful and feeling like im going to always lose, to feeling like I’m making the right choice and a fun experience,

I asked him if there is anyone I could email for him to get recognized for his hard work, he said the biggest thing that would help him is a simple Google review and to write on Google how I felt about my experience with him and rate it with his honest opinion, it’s the only way himself and his store can get better and learn from customer opinions, as well as show the community their hard work.

Any chance I get I will refer someone to go see Anthony and trust he will do the right thing for them, as he did for...

I cannot say enough about the wonderful service I received today, I had a very difficult task to accomplish as a former employer had inadvertently combined my cell phone with another employee upon our Simultaneous retirement. Our cell phones had been paid for by the company, and now upon receiving his first bill a coworker realized there was an additional charge which was my cell phone in addition to his own. He had attempted to resolve the matter at other Verizon stores, but had been unable to determine who the additional line on his bill belong to And been frustrated by the difficult process involved with the delays involved. Several request for assistance were met with more frustration until my coworker Determined his best course of action might be to simply call the phone number he was paying for upon which he found out the cell phone belong to me. We resolved together to resolve the matter and went to the Newtown store where BILL spent considerable time and effort, giving up his lunch, finding a clever way to make a three-way phone call to include my coworker into the conversation to facilitate removing my phone number from his bill and accomplishing all of this without losing his patience. Bill deserves a raise....