Verizon — Local services in Sedona

Yesterday I was a customer in the Sedona Verizon store when Maxx and Brandon were helping a number of us. Despite the complexity of numerous people with different issues and most all voices in the store at full decibels including the landlines on speaker phones and one very chatty customer at the counter, Maxx and Brandon had it wired. They were focused, multitasking, professional, polite, busy and solving problems, answering questions, greeting new customers, offering assistance and explanations AND selling merchandise. Everyone in the store seemed at ease UNTIL a very presentably-dressed woman came in complaining loudly about having an eleven cent issue as an overcharge on her account. Brandon had greeted her initially and very politely offered his help toward solving her problem. Eventually, for what reasons I didn’t hear, the VZ rep on a landline was trying to help her as well. The woman who’d entered the store was ANGRY. She was shouting, arguing, not giving others their chance to respond. She tried repeating herself continuously while increasing the volume of her voice. She tried sarcasm. She spoke over others trying to help her. She was rude, she was way out of line and she was relentless with her bad behavior. Brandon was so calm and polite and understanding. He was giving her time to tone down her rant then offering to help in some other way. She was accusatory: “nobody was listening to her” and “nobody was helping her” were her nastily-toned judgements. I got up from my seat, walked to her side of the counter, offered my help in a soft and quieted voice then she angrily told me to go sit down and leave her alone. Her rant was aggravated even more and another customer tried to back me up. By this time Maxx had offered help to both Brandon and his customers. His attempts to calm the anger fell on deaf ears and I went next door to borrow a phone and call 911. The woman trying to shoosh the yelling also went out of the store, had two hits on a breathing apparatus and came back in. By the time the 911 dispatcher was offering to send an officer to assist, the “mad” woman was out of the store and entering her car. Brandon had convinced the woman that she needed to step away and stop causing such commotion inside and she drove away looking calm and collected. After the store had fallen silent, woman departed, each of us there exchanged a glance of relief and the normalcy resumed. My overall point in writing this lengthy story is that Brandon and Maxx were ON TOP OF THEIR GAME! They never lost their focus. They remained very professional. They showed no signs of stress and they took care of all the business at hand. They never skipped a beat. My experiences have had me in touchy situations before but I could not have expected such a remarkable display of calm attention and navigation skills by two young guys under circumstances like yesterday’s. A big congratulations to goWireless and their hero’s on April 12th. PLEASE let them know that they’ve been recognized and are appreciated. Thanks!...

I would rate a zero if I could. I had a horrible experience that went from bad to worse and spent hours trying to fix. I went to the Sedona store on 9/4/23, showed the rep the Verizon text offer ($700 off iPhone 14 with trade in of my iPhone 11). She was very sweet but did not have adequate knowledge. The rep confirmed the offer. After probably 90 minutes and the phone swap almost done (my info downloaded to the new phone), she realized I had to change to a more expensive ($~20/month) calling plan to get the offer. I told her I wanted to cancel the transaction. She got a little flustered and said it would take “hours” to reverse the transaction because things had progressed so far. I decided to proceed.

A couple of days later after the documents loaded in my Verizon account, I could not match them to what the store rep told me, which showed me financing the full $810 amount of the iPhone (instead of $700 off).

I called Verizon and learned the Sedona store is not Verizon, but Victra, an authorized Verizon dealer, transactions are “indirect”, and Verizon could not “see” all the details on their end. Because I’m 90 minutes round trip away and when I bought the iPhone there was no manager on site (the store rep spoke to the manager by phone), I wanted to speak to a manager before wasting my time going to the store. I learned you cannot call the store directly. At least three times over the course of a week, I had to call Verizon, explain the situation, then they put me on hold while they called the store directly. No one ever picked up. They also emailed two different times and again without a response.

After another call to Verizon, the rep was able to find additional information and help me and correct the transaction. It turned out the store rep did not process the $700 off and instead assigned a $135 trade-in, and never changed my calling plan.

Poor product knowledge, poor customer access and poor customer service. For my next phone upgrade, I will contact Verizon directly.

Update: Business owner replied and requested I contact them directly via email on 09/28/23, which I did. No response as...

I recently had a phone crisis and had to visit the Verizon store in Sedona. I must say, my experience at this store was exceptional, thanks to an employee named Dakota. From the moment I walked in, Dakota greeted me with a warm smile and made me feel welcomed.

Despite the store being busy with multiple customers, Dakota managed to handle everyone's needs efficiently and professionally. He remained calm and composed, even when faced with anxious customers who were eager to have their problems resolved. Dakota's ability to multitask and provide excellent customer service was truly impressive.

Not only did Dakota address my phone issue promptly, but he also took the time to explain the solution in a clear and understandable manner. He went above and beyond to ensure that I left the store satisfied and with a fully functioning phone.

The level of customer service I received at the Sedona Verizon store was comparable to that of high-end retailers like Nordstrom. The attention to detail and personalized assistance I received from Dakota truly made a difference in my overall experience.

I want to express my sincere appreciation to Dakota and the entire team at the Sedona Verizon store for their outstanding customer service. They turned what could have been a stressful situation into a positive and hassle-free experience. I highly recommend this store to anyone in need of reliable and...