Verizon — Local services in San Diego

Dear Verizon Customer Service Team, I am writing to express my sincere gratitude to the dedicated corporate store employee ( who is "Cyrus") who went above and beyond to resolve the complex issues I experienced with my recent device purchase/exchange issue.

The problems were initiated by CS call center sent me a 3rd party store for a new phone and Verizon's systematic issue populated even I cannot get my phone after purchase but Verizon system update I got a new phone. Due to this issue I purchased 2 times, and spend 12 hours at phone calls and verizon stores asking help on this. But Verizon system was terrible. Total I spent on the phone calls over 9 hours, store vising multiple days total 7 days took, and still Seems Verizon having an issue to cancell and update wrong delivery on the first exchanging phone issue.it still showing on my account I received two phones.

Despite the initial challenges created by Verizon's customer service and systemic problems, this exceptional employee demonstrated remarkable professionalism and commitment to customer satisfaction. His patience, expertise, and proactive approach transformed a frustrating situation into a positive resolution at the point of I cancel all my orders (even it is not a worry free, there is critical issues on Verizon system again ).

Cyrus willingness to navigate through the company's internal complexities and find a comprehensive solution was truly commendable. I am deeply appreciative of his extraordinary effort and would like to recognize his outstanding work. Such exceptional service deserves recognition and sets a remarkable example of how cooperate employee should handle customer issues. Thank you for having such a dedicated and compassionate team member who represents your company with such integrity. Regards

In addition, These systemic problems extend beyond individual customer service representatives to reveal deeper issues within Verizon's operational infrastructure. Customers have experienced repeated failures in the company's ability. The disconnect between Verizon's various departments and systems has created a labyrinth of bureaucracy that customers must navigate, often without satisfactory resolution. Worry free promotion is faulty and very unsatisfactory, because there system is not...

I was "helped" by Ismael. They very explicitly reason I drove 30 min across town was to purchase a new phone, and that had been made perfectly clear. I also decided to upgrade my plan but not trade in my current phone. He upgrades my plan and then says to have a nice day. He looked very confused when I asked why he's saying he's done helping me when he had only upgraded my plan. There is a network issue, so I said I'll just purchase the phone since they only have one remaining, and I'll come back another time to activate it. He proceeds to tell me that it will affect my current phone. So this "specialist" is expecting me to believe that an unactivated phone, turned off in a box, is going to affect my active phone. If that were the case, no one in the store would be able to use their phone, and I wouldn't be able to use my phone at home because I have several umactivated phones sitting in a box.

Because he put my plan upgrade in and not the phone, I wasn't even able to purchase the phone in store because of the network issue; it said I had an order pending, so we couldn't add the phone. So I drove 30 min across town for an idiot to do something I could have done at home, and now I have to leave with no phone. I don't want a new phone, but my current one isn't charging or working properly.

To add to that, he kept taking my phone out of my hand and flipping through everything rather than searching for the MyVerizon app or asking ME to pull up the app. He kept rubbing all over his his face too and touching my phone. I also had to repeat myself multiple times because he wouldn't listen to what I was saying. I finally just started talking past him when he would go to the manager to explain why he was right and I'm wrong. Fella, this isn't my line of business, but I know when I'm talking to someone who is clueless. I will be ordering my phone online and going to another store for service.

This was 2 hrs of my life I...

09/11/24: Michael M provided outstanding customer service with my iPhone 15 Pro cellular service which had stopped sending/receiving green/non-iPhone text messages. We went through the standard trouble-shooting lists several times but couldn’t resolve the problem the easy way, so we worked together to try several text tests to isolate the exact problem, replaced the eSIM twice, re-set the network settings several times, powered up/down & airplane mode on/off, several times, you name it. It took a call to Verizon “tech support,” which had us power down the phone while they flipped some mysterious switch deep inside cyberspace, and the problem was finally fixed after Michael M spent around 2 1/2 hours painstakingly working through the issues. He could see that I was stressed, and he assured me that he would not give up until we had the problem solved. He paid attention to what I was saying, he remembered my issues and several technical issues about my phone, and he worked patiently with me, making several calls and consulting with the other guys in the store, until my issue was fully resolved. Once we thought we were done, he insisted on double-checking to make sure everything worked and sent several individual and group test messages, so by the time I left the Del Mar Verizon store, I was confident that my cellular service had been corrected and my iPhone was back to its normal functioning. Thank you for your outstanding customer service, Michael M, and thank you to the other three guys working at that time who all stopped by from time to time to chime in and offer ideas and moral support. I really appreciate your time and attention when my cellular (text) service was broken, and I’ll be sure to come back to the Del Mar Verizon store next time I need to buy a new...