Verizon — Local services in Plymouth

On June 18, 2016 my daughter and I visited this store because I had lost my phone in the area after setting it on the back of my truck. We went to the store to find out if my phone could be tracked and the associate, Jeff M said only iPhones can be found via an app. Believing him I requested we look into replacing my phone. He accessed my account and stated I would have to pay off my edge program balance of $360.00. While he was doing his best to sell me a Samsung S7 and insisting I purchase a case and screen protector, he charged my daughters debt card the $360.00 without her authorizing it as we were still looking at my options. During all the instance by Jeff M in regards to basically bullying me into making this purchase my daughter logged into my google account via her cell phone and was able to track my lost found through Google's find my android location service. We told Jeff M. That we were going to follow the map and see if we could find my phone before spending money to pay off and upgrade. He was pretty rude, charged the debt card, refused to reverse the charge and as of today the money he charged hasn't been credited to the debt card he charged. After several angry phone calls to Verizon and two conference calls with this store, still no refund has been posted to the debt card. We keep getting the run around, customer service is really horrible here and once we are refunded the money we will never step back in this store.

On a positive note, if you have a phone connected to your google account and its powered on it can be tracked, locked and erased if necessary right from your Google account. We did find my phone and it wasn't damaged even though it had taken a 2-mile ride and skidded on its back across the road into the grass on the side of the road.

I'm thankful for Google mapping and tracking my phone, not thankful for the very poor customer service and pushy/rude sales associate at...

Mostly fast talking high pressure tactics by reps who don't seem to be all that well informed. They spout off marketing materials from the manufacturers, ignoring all other sources of more objective info. Also, this store is over priced for accessories - for example an Otterbox Defender for $20.98 on Amazon vs $49.99 at the store!! Frankly, it is so much easier and more pleasant to order what I want directly from the Verizon Wireless Website since 2 day shipping is free. I did have some questions, so I called into the Verizon tele-sales team, and while they did do a bit of up selling, it was not over the top and the rep was knowledgeable. So today, I ordered 2 phones directly from Verizon: I was able to get $50 off per phone, and have the $30 activation fee waived, for a total savings of $160 over the price offered at the local franchise... The bottom-line is that while I want to support a local business, it is far more pleasant and less costly just browsing the Verizon Wireless web site and get my accessories from Amazon.

In terms of service - it's hit or miss. My phone did a factory reset, so I went in for help with this software issue and they just just tried to keep selling me a new phone, so I took it home and fixed it myself using Google... The one reason I give this store 2 stars instead of 1 is that there was one sales rep that I purchased a phone/line package from last spring who was well informed, low pressure and very helpful - I would buy from her again anytime. Perhaps she should oversee the sales...

On Thursday morning my phone died. I called the Verizon store and got a hold of Jordan. I explained my networking issue and he told me to come down. After spending about an hour or so troubleshooting and figuring out that my phone was toast, he connected me to the right people to get a new phone overnight. He's an assured me that he would be working on Friday and that he'd be able to program my phone before I left on a business trip. The guy was lights out, awesome!!! Coming from the IT sales world, I know how critical downtime can be and so did Jordan. He executed everything flawlessly. His boss was there at the time and was also a great guy. There was another associate that played with my kids which was pretty funny but very convenient.

In short, I received a best-in-class experience and Verizon should be careful because Jordan may get recruited! :)

Thank you Jordan crushing it! I was having doubts about Verizon but I know that I have a good support system at the Verizon store in...