Verizon — Local services in Quincy

I scheduled a 2 PM appointment at this Verizon store after being advised to do so by a Verizon agent over the phone. The automated text message instructed us to arrive 15 minutes early, but we came 5 minutes early instead. By 3:30 PM, the same clerk—who turned out to be the manager, Ed Valdez—was still helping the same two walk-in customers from when we arrived. The experience went downhill from there.

Ed Valdez, the manager, was the sole staff member working. When he finally finished with one customer, instead of addressing the next in line (us), he had the audacity to take a phone call. We waited patiently while he handled this call, only to learn that he was helping another store that was apparently “at a standstill.” Meanwhile, the store he was physically in had completely fallen apart, with five or six customers now lined up behind us.

Ed tried to justify ignoring us by claiming the other store couldn’t function without him providing guidance over the phone. However, the irony was glaring—this store was at an equal standstill because the manager couldn’t prioritize the customers right in front of him.

As a manager, Ed Valdez showed a shocking lack of leadership and customer service skills. No announcement was made about the delay, no sign was posted, and no effort was made to manage customer expectations. Instead, he focused solely on the customers he had been working with for hours and ignored everyone else.

Ed, your claim that the store isn’t usually short-staffed might be true, but that doesn’t excuse your behavior. As a manager, it is your job to communicate with all customers, not just the ones you are directly working with. Taking a call for another store when customers at your own location have been waiting for two hours is unacceptable. The other store’s issues are not more important than the customers standing in front of you, who deserve your attention. If both locations are at a standstill, at least prioritize the customers you can actually serve in person.

This was an appalling experience. If Verizon wants to retain customers, they need to provide better training for managers like Ed Valdez, who clearly doesn’t understand the basics of...

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