Verizon — Local services in Roanoke

My wife purchased a brand-new Apple 12 mini approximately 2 months ago here at the Colonial Ave. Wireless zone store. Since purchasing she has been having various connection issues where my Samsung 7 (purchased at the same location several years ago) isn’t having any. Today she had issues with no service and went over to the store. They reinserted the sim card and got it working in the store. About an hour and a half later I had texted her and got no response. When we finally met up, I said did you get my text and she said no. We were in the middle of town in the open and no service for her phone. My Samsung had a great connection. So, we headed back over to the store. We expressed our concern related to the connectivity issues, Brittany said she would reset it OK but WHY? You shouldn’t have to constantly reset a phone in order for it to work. The phone has been reset multiple times. We asked for a SIM replacement since the phone is under warranty. Brittany said the SIM isn’t under warranty and said it would take manager approval and no managers were available this week and the answer would probably be no replacement. We asked if they had any sim’s available and Brittany opened a drawer of what looked like used parts and said I don’t have any and abruptly shut the drawer. She said a replacement would be at our cost of 15 or 20 dollars. We would have to pay for a replacement, say what? What if the replacement is faulty? Buy another one? Possibly its the phone with the issue? The unnamed male employee said the sim's are mass produced and not covered. Just about everything in the world is mass produced. One of the most critical components in the phone isn't covered under warranty? Your kidding, right? No they weren't kidding. We stated our disappointment and I said that’s a good way to not get repeat business. The unnamed employee with long dark hair and a goatee said directly to me how rude. How rude? They were the ones being rude. I left the store then came back and asked for his name, he said why, I asked again and he said angerly I don’t have to give you my name. Extremely poor service from both employees all over 20 dollars. Unbelievable! When you come in to buy something they are real nice. If there's a problem beyond resetting the device you are on your own. We were the only customers in the store, I wonder how many other customers they treat this way when no-one else is in the store? You have lost two good customers. I’m planning on upgrading my Samsung 7 but it won’t be at any...

I was in Roanoke, Virginia for Thanksgiving and wanted to take advantage of the great deals Verizon was offering for the holiday. Matt Conner was the guy at the Verizon store at Towers Shopping Center who helped me out. He was great and answered all my questions.

We ended up having an issue with getting the proper value of my trade-in sent to Verizon. Apparently, it was a common problem for the weekend but Matt went FAR above and beyond in order to help me get the proper value applied to my account. When he wasn't able to conclude that transaction on the day I visited, he called me the next morning to let me know his progress and that he was still working the problem.

Last I heard, he had gotten to some resolution and it looks like it will get handled. However, he also instructed me to contact him in a couple of days if I hadn't heard from Verizon with a final verification of the issue being resolved.

He was great, patient, friendly and when he didn't know the answer to one of my many questions, he would do whatever it took to get that answer to me.

He was stellar in his customer service and I would definitely recommend him and the Towers store in Roanoke, VA if you need a new cell phone or new plan. Kudos. (He deserves a...

New store site, new staff, new problems. I came away from my new contract very unhappy. The salesman seemed nice and approachable at first, but then I got the "hard sell" on a phone I wasn't excited about because they didn't stock the one I really wanted. Then he offered only to transfer my photos saying he couldn't transfer any contacts or apps to the new phone despite doing so for my wife's new device. I tried to return the phone (it's the most disappointing phone I've ever purchased), but apparently missed my window to do so by one day. And we're still waiting on our purchase receipt, which was never emailed to us. The whole process with them was a letdown. I wouldn't recommend this store to anyone. If you're on Verizon, find an authorized retailer location that's better suited to...