Verizon — Local services in Pleasant Hill

On August 15, 2018 in the morning we went to the Verizon Corporate store located at 20 Crescent Drive, Ste. 5-d in Pleasant Hill, CA 94523. The purpose of our visit was to find a solution to the IPhone 6 plus which was cutting in and out during phone calls. Palwasha Ali determined the IPhone 6 plus could not be repaired and we would need to change phones. My GF repeatedly expressed her concern over her photos as the most important part of her phone. Palwasha assured us that all the information would be uploaded into the ICloud. Relying on Palwasha’s experience and confidence it seemed she knew exactly what she was doing. My GF and I agreed to upgrade her phone to the new IPhone X. Palwasha started downloading the information into the IPhone X. As the phone was downloading the information from the ICloud, Palwasha wanted us to delete all the information from the old IPhone 6 Plus. Palwasha assured us everything is fine. Palwasha began pulling up screen after screen on the old IPhone 6 Plus and asked Carrie to push the button which would delete all the photos. Carrie never had a chance to read the screens because Palwasha was so fast with those screens. Carrie had to personally push the button. Palwasha pulled up at least three screens requiring Carrie to press delete. Palwasha advised us to go home immediately and connect the IPhone X to our network and physically place the phone as close as possible to the router which we did. At that point I looked at the photo library and it was empty. The 500+ photos were missing as well. Then began the process of calling both the Verizon store and Apple support to find out what’s going on and where are the pictures. I returned to the store in the late afternoon and spoke with the manager John Basile. John insisted this was not a Verizon issue, but an Apple issue. John provided his business card. I called John later than night concerned about the absence of pictures. John assured me that 17GB can take some time about 1GB per hour to download and that I need to give it some time. He also said that he wasn’t working on Thursday but he would be there at 9am. I called John’s number Thursday morning before the store opened because we wanted the old IPhone 6 Plus back. I left him a voicemail at 9:30am. The Verizon store opens at 10am. When I arrived at 10:30 John was dressed in Verizon attire. Clearly not only was he there but he was working on Thursday. Anyway when I asked for the IPhone 6 Plus back John said they already shipped it that morning. Ultimately John blamed Apple and the Apple ICloud for the failure. Insisting that Verizon did nothing wrong. There were numerous conversations with Apple representatives about having a chance to save the data. As a result of those conversations I was hoping for a miracle and a chance to have an engineer retrieve the data. When speaking with Apple we have been able to determine how this happened. When the backup was performed that went according to plan. The ICloud had all the information. When we came back to the store for the new IPhone X to download from the ICloud that processed correctly as well. When we saw the pictures starting to load from the ICloud that performed as anticipated. When Palwasha had us delete the photos from the old phone, Apple determined Palwasha did not log us out of the Apple account before deleting the pictures because there was no other explanation for how this occurred. So, when the old IPhone 6 Plus was given the command to delete all photos and it was still connected to the ICloud it started deleting all the photos from the ICloud. This explains why the 500 photos were showing in the new IPhone X and when the pictures started deleting from the ICloud they vanished from the new IPhone X at the same time. We have lost thousands of pictures spanning over a decade of pictures. It was done by the actions of Palwasha Ali...

Tina and Yazmin are the PROs, y'all! I walked into the store and was immediately greeted by Tina who helped me and knew exactly what I needed before I even had to say it. She helped me with my problem then set me up with Yazmin who sealed the deal. Both Tina and Yazmin were kind, knowledgeable, and courteous. Couldn't recommend the service of those two women enough! They are the ONLY REASON FOR MY FIVE STAR REVIEW.

I was in this store last week and helped by two guys that were not the kindest or helpful...at all. Adam helped me out the first time I was in here and was very condescending in his demeanor. Talking down to myself and my mother like we were children.

The next time I came in with my partner, earlier this week, we were helped by Adam again and my partner wanted to leave within five minutes because of how Adam and his boss, Dario, talked down to us both. They talked to us both like we were dumb and told me that my BRAND NEW iPhone that, ADAM HAD SOLD ME less than a week before, was most likely not working because I had "wrecked it" in the THREE DAYS I had the phone (the new iphone 14 plus). Previous to this NEW phone I had an iphone XS Max for FIVE years and this man accused me of breaking a NEW, UPDATED PHONE in three days. What?? He used the analogy of someone buying a new car and bringing it back a week later and saying it was broken; that its a little easier to tell if someone broke a car than someone breaking a phone...what in the hell does that even mean? Does this man not know about after-market upgrades to cars that are unseen on the body? Do you think because I am a woman I won't know how cars operate? This isn't a good analogy at all and I highly suggest not using it again.

I debated coming back to this store because of Adam and his boss, Dario. They were both so belittling and dismissive of my claims that when I DID go back with my partner, we walked out after Adam was rude and we went to the Walnut Creek store and they helped us out immediately and didn't talk down to us at all. However, I am so glad that I did come back to try and talk to someone again because I was given the chance to work with Tina and Yazmin, two kind and intelligent women who did not talk down to me or make me feel like a child.

In my opinion, this whole store should be trained by Tina and Yazmin on how to talk to female and elderly customers and not shoot them down or talk condescendingly to them. I get it, you have a lot of customers who aren't technically adept, but dang, don't talk down to people like they are unintelligent. Be kind, take a breath, and think about how you would like to be talked to and helped by someone when you are in need. Grow up, learn some manners, and maybe Tina and Yazmin will educate you on how to work successfully...

I went in today to upgrade my sons phone on my account. Adam helped with upgrade and told me that once the transfer was complete from old phone to new I’d be good to go and that he would handle the return for me. While transferring we noticed it was going to take 2+ hours for everything to transfer. I had some other engagements to tend to and had to leave but Adam insisted I had to leave the phone at the store to complete the transfer. I decided to leave the phone and go take care of other obligations. Upon my return to the store I was told by Jasmine that I would have to mail the old phone in myself. This made no sense! If this was the case why could I not just take the phones with me and do the transfer at home? When I tried to ask Jasmine this question and also tried to tell her what Adam said about the store doing the return for me, she just cut me short, said that’s not how they do it and began to treat me as if I was being rude. I let it go and just took the phones home and intend on doing the return myself. When I got home I called Verizon support to complain about Jasmine and the rep that I spoke to agreed it did not make sense that I had to leave my phones at the store for 2+ hours if I was mailing it in myself. The rep also indicated that the upgrade said “retail” which means the store was supposed to handle the return for me. This is not the first bad experience I’ve had with Jasmine. I had a similar issue with her attitude during Christmas when I upgraded my own phone and got an IPad. For the most part I try to avoid this store as I prefer the professionalism of the Walnut Creek Ca. store instead. The only reason I go to the Pleasant Hill store is only if the WC store doesn’t have what I want in stock. I love the Verizon service, I have had it for years and wouldn’t dream of switching. But the Pleasant Hill Ca. store employees need a refresher on customer service and how customer should be treated. In...