Verizon — Local services in Salisbury

UPDATE: I filled out the form in the owners response, and over two weeks later I never heard from them, so don't be fooled by any attempt to look like they cared about rectifying their poor customer service.

Original review: I was advised that I could only return my 5G Home device to a corporate Verizon location. Salisbury is 35 minutes from my house but was the closest corporate store. Drove out there after verifying with a representative on the phone that I could drop the device off at that specific location, just to arrive and be told I couldn't. While waiting there, I called and confirmed with a second phone representative that I could return the device there. When asked, I put the store manager on speaker and when the phone rep said I could drop the device off there and he had already submitted a return, she responded by saying that they would not be accepting the return. She said that this happens all the time and they don't do this service. The phone representative just said okay and there's nothing more to do on his end.

This situation was a failure on multiple ends. The failure on either the phone reps knowing the policy or the store manager just choosing not to follow it. (So either stupidity or plain bad service) Secondly, if this has been an ongoing issue, why is it not getting addressed? Why admit that you routinely turn people away yet nothing has been done to address it? The lack of any interest on the stores end to address my very valid issue over the entire situation was also just flat out bad customer service.

We've eaten price hike after price hike with the expectation of good service both on the product and representative end. In this case I received neither. This experience was sour enough to have me considering other options than Verizon...

I had initially came to Verizon looking to switch providers. Xfinity mobile was refusing to release me from their services and dealing with them had been a two week nightmare from start to finish. Xfinity mobile had told me that 'they did not carry Google pixel phones'...and in the same breath told me that 'they were out of stock'. For that reason, I had to settle for a Samsung Galaxy that was not compatible with any of my bluetooth and charging stations. I went three days without a cell phone and wasn't going to go a fourth.

I've never purchased a cell phone on my own, and knew I would be paying more for a newer phone and more reliable service. I was lucky enough to meet Joe, my salesperson who was extremely patient, knowledgeable, personable and accommodating toward me throughout this entire process. He even stepped in and spoke to Xfinity mobile for a good hour and a half, and eventually was able to reach a supervisor to release me from their awful service. He was able to accomplish what I've been trying to complete for the past week. Joe was very informative in explaining how each plan would benefit my needs, and did not try to oversell me. He spent a good five hours over the course of two days making sure I was well taken care of and satisfied with my purchase. I am now the proud owner of a new Google Pixel 6, thanks to Joe. Thanks again to the staff at Verizon for their attentiveness and efficient...

While I know that there are protocols that the employees are made to follow, when I presented the employee with the problem on my new phone (a manufacturer's error, according to multiple employees, that was in no way my fault) the associate insisted that I had to call the customer service line to make myself an authorized member on my family account. I waited in the store for an hour on hold before I asked the employee if it were somehow possible to make the changes online instead of wasting my time on the phone, and to my surprise, he told me I could, indeed, make the changes on the website. My issue is not with the associate (who was very helpful) but rather with the way the establishment itself is perfectly comfortable with making its customers wait, while there's a perfectly reasonable and much faster option available. I have never had a quick transaction with Verizon's customer service before, and I'm starting to see that they'll send you through their slow service despite knowledge that many of the problems can be solved online. So, in conclusion, they need to change the way they handle simple problems, or they're going to lose...