Verizon — Local services in Ocean City

I recently went into this store with my mother, and had a horrendous experience with an employee named Trish. My mother, who is not very technical, and only uses her phone for calls and texting, was sold an Android. Not only is this way too much phone for her, but it’s very hard to help her when she has problems or questions, because I use an iPhone. So I wanted to get her an iPhone. We were hoping that we could do some sort of trade in, but the saleswomen said no. I can accept that, since she had the phone a little over a month. Then I thought since I am do for an upgrade, I would just give her the upgrade. The sales person said we could not do that. This is when I started to question her. If I buy the phone, I should be able to do whatever I want with it. She still said no. At that point I was willing to just buy the phone and have it activated for my mother at another store. Nope, she refused to sell me the phone, because she knew what I was going to do with it. I’m pretty annoyed by now, but really just want to get my mom a phone that is easy for her to use. So I said ok, I’ll buy the new iPhone and activate it for ME…and we will give my mom my old iPhone 5. Trish then told me that I needed to leave her store. I restated that she could activate the new phone to MY account, and set my mom up with my old phone…and she again told me to leave. We left. I called Customer Support and they were appalled at her behavior. They also confirmed that once I buy the phone and activate it to my account, I can do whatever I want with that phone. Including give to someone or sell it. So we was way out of line to refuse to sell me the new phone. They also told me that there was a change that we could ‘edge up’ my mother’s phone, which would give us some trade in value for the Android. She couldn’t confirm, because she couldn’t see my mom’s account. But that is certainly more than we were told in the store (which was ‘No’). We will never go back into that...

I was lucky enough to witness in person what I consider to be single-handedly the most impressive demonstration of customer service in existence. I came in on a Saturday at about 1pm trying to switch back from Sprint and transfer data/service from an iPhone to a Pixel (sounds way simpler than it is). There were about five other groups of customers scattered around the store with similar problems to my own. Nothing as convoluted as my issue, but out of all the people who were there only one of them was in for just a phone case. Enter the hero of the story: Sean. With no hyperbole do I say this, this guy literally took the room apart. I've never seen anyone be able to jump from customer to customer and not only be actively working on their issue and making ground with it at the same time, but to be able to remember each individual's name and pick right up with the conversation that he had been having with them while he was assisting them before. He would explain what he was doing and then start an update. As that phone was updating he would start assisting another customer with a tablet. After he would show a customer how to use the tablet he would move on to the next and start working on an update or calling support while he was still coaching the other customer through setting up their ID in their new tablet. And every time he got someone finished and out the door another one came in and took their place. He consistently ran a packed store by himself for at least two hours. He literally had the answer and the solution for every single problem that it been presented to him. I can say with complete certainty I would not be able to do this and I certainly wouldn't be smiling at the end of it. Absolutely 5 stars for Sean, wish I...

Subject: Appreciation for Lindsey's service at Verizon store #127

Dear Verizon Customer Service,

I am writing to express my gratitude for the help and support I received from Lindsey, one of your employees at the Verizon store in Ocean City, MD (store #127). She went above and beyond to assist me with my husband's flip phone issue. Yes, he still has a flip phone.

His phone was not working correctly due to some Verizon upgrades. We called the 800 number, but they could not help us. So, we decided to go to the store for some help. Lindsey was fantastic. After several attempts to fix the problem, she had to call the 800 number for tech assistance and did not take 'no' for an answer from the technician. It turned out that they were not able to repair the phone and offered a new one at no charge.

Lindsey was professional, courteous and patient throughout the process. She made us feel valued and respected as customers. She is a great asset to your company and deserves recognition for her excellent service.

Thank you for having such a wonderful employee representing...