Verizon — Local services in Norco

Unethical and lies

My IPhone 7 has not been receiving any cellular coverage the last 3 days. Both Brett and the manager told me it had to do with apple itself and that they are phasing out the iPhone 7. I was told I needed to get a new phone. So they set me up with the new IPhone Xr, case, and screen protector. After I did some research online and found out tthere are possibly simple was to fixe the issue.

So I took it to the closest Verizon location to my house (Eastvale). I explained the situation to the associate and he quickly attempted to fix it by changing the SIM card. It still did not work, bummer. But, the sales associate let me know that my phone was still covered on my purchased warranty and that they will send me a new one within a couple days. I wanted to turn my phone, case, and screen protectors but I was told I had to return it to the original location.

So I arrived back at the Norco location. Brett was still there but the manager was not. The Assistant manager Eric was there, however. I told Brett what had happened regarding the replacement on the way. I told him I was not sure why they told me I needed a new phone when mine was still clearly under warranty. So, I was here to return the phone. So he began the process but said that I would have to still pay for the purchased screen protectors. I said that was unacceptable because I only purchased the screen protectors for my new phone. I actually didn't even need the new phone. that was sold to me to based upon a lie. At that point, Brett called the manager on his cell phone and walked out side of the store and around the corner to talk to the manager on four different occasions. Even the assistant manager went outside as well (I don’t know why they couldn’t talk to the manager in front of me). So after much talking they ended up willing to refund me for the screen protectors as well (as they should). They did, however, charge me a restocking fee, which was unacceptable. Again, the phone was sold to me based on a lie. They clearly withheld that information from me in order to secure a purchase. I asked both Brett and Eric if they just wouldn’t refund the restocking fee or if they actually do not have the authority. The assistant manager said he did not. I asked Eric if the manager had the authority and he said no, it is likely the district manager that has the authority. I found it suspicious that both the assistant manager and manager of the store do not have the basic authority to refund a bogus charge. Furthermore, when questioning the assistant manager as to why the Eastvale location saw within minutes of me arriving that I had insurance that would replace my phone and they did not. He did not have a clear answer but said he’s unable to see that information. Even though I purchased the extended warranty through Verizon. Why do they sell a warranty if they do not have any way to verify it?

I went back to the Eastavle location because what he said didn’t seem right. The same associate who was able to replacement my phone informed me that they do, in fact, have access to that information (that’s how he knew in the first place). He also informed me that the assistant manager and manager do, in fact, have the authority to reverse the stocking fee. He was very helpful and truthful.

So, Not only was the information regarding my insurance coverage withheld, but also the assistant manager Eric lied to my face about not being able to reverse the restocking fee. This is extremely unethical behavior. As a consumer, were there for help and we must trust these representatives in this whole process. It is a complete shame to know that they will tell you straight lies to your face to make a sale. What is even worse is that they refuse to admit they’re wrong and take accountability.

I will be coming back to talk to the manager regarding this issue and hope that he will do the right thing. If necessary, I will reach out to cooperate to share my experience regarding how unethical its store and team...

Go anywhere but here for your phone needs... I recently had a really horrible experience at this store getting myself a new phone and adding my boyfriend's phone to my plan. The guy helping me, (Daniel I think) didn't know what he was talking about. I asked him repeatedly about price differences, how my bill will change, etc. and with each questions I got a confusing answer. With every answer he gave I had 3 more questions. I asked how much device payment will be per month after switching to a new one and he said "about $11"...yeah okay. He was just making stuff up on the fly. Not only was he confusing/making things up, he also changed my phone plan on both me and my boyfriend's phone to be a $20 more per month plan without ever telling us about it. I now understand that the plan is automatically updated when the iPhone 12 is added to the plan because of 5G but I should have at the very least, been notified of this change. He said nothing about it.

Another thing he did for us was enroll my boyfriend in Verizon's insurance plan for his phone....which is paid off, bought from the apple store, and has apple care....why would we need Verizon insurance on it???? oh and yeah he never told me he was doing this either, because I obviously would have said NO!

I found out everything I know now because after I left the store, both of our phones had no service, I had to use my computer and my roommates phone and spent almost 4 hours chatting and calling with Verizon customer service so they could help me after how badly he messed my plan and our phones up. I was looking over the charges from the visit and there's a $20 charge for the activation etc. I paid $20 for this guy to royally F my ish up!!!! Wonderful. Don't go here.

Just an update I spoke to Steven on the phone, who says he is the manager and he was very nice. He told me the guy who helped me was new and he was sorry. I just have to say, as a training coordinator and manager myself, why was this man ever signed off to work if he does not know how to properly complete his responsibilities? He did more harm than good. Training should be better. If he's truly new it's not his fault entirely, he should not have been signed off to work yet.

Another update, as of today, 4 days after visiting I am still encountering issues from this visit. I found out today that the credit from my trade in credited my monthly bill this month instead of crediting the amount due on my new device (what I was told would happen.)

Save yourself...

This has been my home store for the past 10 years. In the beginning I was always happy with the service I received. In the past couple of years there have been changes with staff, who seem to not really know a lot about their product, and most times I end up calling customer service for quicker results. Today, on my way to another stop, I decided to make a 'quick' run in to see if I qualified for an upgrade and/or my options as I have had problems with my phone since day 1. Jerry greeted me right away and explained to me my options and what phones may fit my criteria. We walked over to see the demo phones and at that time, a manager came over and asked Jerry if everything was o.k. (I believe Jerry may be new, but there was not problem, so not sure why the manager felt he needed to micro manage.) We went back to the desk as I wanted the names of the phones written down so I could do a bit of research as I was not quite ready to purchase. The other worker puts his two cents in and tells me why I should get this particular phone, etc., etc. A few minutes later, the manager comes over again, says he wants to ask me a question, quickly introduces himself (I don't remember his name) and then asks me what is stopping me from buying today. BOOM. I feel like I am at a car dealership surrounded by vultures! I am in sales, and understand the need to close, and told him as much. I had already told Jerry I was not ready today as I wanted to research the phones he showed me, decide which direction I wanted to go as far as keep my phone or upgrade, and bottom line, I did not even bring my credit card to pay. I told Jerry I would be back within the week and let him know my decision. He was nice, informative and not pushy unlike his co-workers. Props to him; the...