Verizon — Local services in Shelbyville

Okay, let's just start by saying that I'm not exactly a techno wizard. I mean, I can use a toaster but you get much more challenging than that and I start to get a headache. I was having issues with my old iPhone 8 (not my fault, the Home button decided to go to someone else's home and the rest of the features seemed to follow...) so Verizon sent a replacement phone. That's when the fun started.

I was supposed to backup my old phone before I transferred to the new one but, since I live in the country and work off of a mobile hotspot, that process was extremely slow. So slow that every time I looked at the "time remaining for backup" line, it had increased by another hour! I parked outside of Starbucks, I tried multiple times with the hotspot, trying to get the backup to complete but had no luck. I spoke to technical support at Verizon #8899 multiple times (and I mean 6-7 times in a couple of days) and they weren't much help (although they were all very nice).

I should also mention that I received a note with the replacement phone saying that if I didn't return my old phone in 5 days they might charge me $500. Seriously? Good luck getting that Home button to come back; I think it took the concept of "social distancing" to the extreme...

Finally ready to admit defeat, I stopped by the Verizon store hoping that they could help. Fortunately, I met Ciara, my new technology angel! She was friendly, efficient, and had my old phone transferred over to the new in an extremely short time. She did not make a single snarky comment about my lack of technical expertise, either!

I asked about a replacement case while I was there and, unfortunately, they don't stock them for phones of the advanced age of an iPhone8. However, another Verizon employee, Cheyenne, overheard our conversation and mentioned that her grandmother had replaced her phone and her old case didn't work on the new model. She showed me that case and asked if I was interested. Since it was all in one piece and almost new, I said I definitely was and VOILA I had a new phone case and transferred data onto my new phone all in one trip. For the low price of $29!

The team of Ciara and Cheyenne at Verizon are my new best friends and I can't say enough about their kindness and helpfulness. They have restored my faith in technology and in customer service! I recommend the Verizon store to anyone who feels like technology can be a challenge and would prefer human assistance over telephone technical support! Thank you, Ciara...

Employee Dylan tried to be as helpful as he could be, not that he wasn't knowledgeable, he knew that we have been with Verizon since 1990's, we have 2 accounts a sub 1, & sub 2, he was honest with us that Verizon Corp, would more than likely end up messing up both accounts, even when only making changes to the sub 1 account only. Verizon service has been lacking lately, & trying to get resolved as sub 2 accounts even unlimited, loosing service daily loss issue's which he witnessed in his store. Our sub 1 acct. which only has 1 phone with the true unlimited that was grandfather in, & cost h have climbed up to $145 monthly, we we're planning on riding that to get a lower cost plan, or finding a way of adding phone to our sub 2 account with the other phone's to get normal price, but they couldn't rid sub one, or even add his phone to sub 2 acct without messing up discounts that I have for military, & added additional discounts that we're added to make up for agreed cost of another store's year's ago promotion package that Verizon didn't have. I definitely don't want to spend hour's every month trying to resolve increased rates to our sub 2 acct, when we cant add to sub 2, or even when ridding the truly grandfathered unlimited plan, & paying cost of phone in store of $1,800.00 wouldn't lower sub 1 acct cost, wth get less, & still pay more, one's bum get's sore after year's of disappointment in over charging its existing...

We arrived at the store at 7:55, and they are supposed to close st 8:00PM. There was one other customer, and one associate working... My husband went in first, I had to get the baby outta the car and got inside about 5 minutes later. We were not greeted, addressed, acknowledged or anything until around 8:20. At this point, we just stayed to see how long until greeted and make the associate stay later. Pretty immature, I know, but I didn't care! Around 8:22 we were finally asked, what do you need...... well hello to you to.... alllll we needed was a screen protector for a note 10+5g...... The associate walked to the register, leaving the other customer and rang us out, started to take everything apart to put the screen protector on, and told the other NEW Verizon customer, OH YOUR DONE. You can go. How nice, instead of thank you for choosing us to be your carrier, if you need anything give us a call.. Nothing polite..... I was very appalled, and quiet frankly, had I not just renewed and upgraded, I would have gladly canceled our contracts and left Verizon..... The rudeness of this rep was pretty much expected, we have never received even decent service at this location. My hotspot won't connect, and I was told by this same rep to call the customer service number.... I have always had the rep in the store call if they were unable to fix the issue, which he was very unable to fix my...