Verizon — Local services in Sonoma

A nightmare. First of all, a really sweet guy whose name I will not mention set us up with new phones and phone service. I would not have switched from AT&T but the connection was horrible and since I use it for my business I knew Verizon had much better reception. I went in on a Sunday because I work for myself and needed to get this done. It all seemed fine until we got home and realized that after all the data was transferred to our new phones, my husband's had some random person's info on it. So we go back in the next day and Troy (at the Sonoma store) basically sent us on our way. Saying that he had to contact the poor person whose data we had in our hands. That even though I was told that the tablet we bought and were told we had 14 days to return were also told that there was a restocking fee (after specifically asking if we could return it if we didn't want it because that was some sort of promotion we thought we'd try). And that we had to come back to talk to the manager the next day because he (Troy) didn't have a magic button to give us a refund. Even though we had to come back to deal with the fact that our data and everyone else it seems, is out there in the ether. No "I'm so sorry" no "let me take care of this" just "i'm stressing out that this happened and this guy is going to go ballistic when he finds out". Yea. So he finally gets hold of the guy whose data we have and probably calls his manager which he should have done in the first place so all of a sudden he's sweet as sugar. Asking ME to wipe out the guy's info on the phone. Which I did. Because if it was me I would hope someone would do that. Finally admits that we can come back in and not have to wait for the manager. He takes care of everything. FINALLY. So I go online to set up my new account. Which by the way I tried to do when I got home after my initial purchase/setup. And the kid said ... oh just try again, it's probably the website, it was down earlier. He also said to sign in (not register) because he took care of that for me. Come to find out that he not only didn't set me up for an online account, but entered my address incorrectly so when it asked for my billing zip code it wouldn't take. After trying and trying and trying I got locked out of the account. So I called the support number which told me there were closed, their hours were 7am-8pm even though I was calling at 9am. So went back in to the store and my favorite rep Troy proceeds to tell me that I called the wrong number and not only doesn't listen to what I just said about the fact that I called AFTER the time they indicated they were open but also just said I was locked out of the account (DUH) and I had to contact them. So he calls the same number I did and I finally said I can do that, let me have the phone at which time he gives it back to me after he HANGS UP. So I left. I came home called them again, waited to get through, got someone who told me I was never set up for an online account and that they would help. Only to get CUT OFF. So I called back again, and after waiting 30+ minutes I finally got a woman named Valencia who helped me. Only to find out that the initial contract was set up with a random address so the city state and zip code didn't match my phone number which is why I was never able to register. Ok, that's it. I am going to go back to AT&T if I don't get some sort of apology or credit or something to make up for the HOURS it's taken me to GIVE YOU MY BUSINESS. Troy's customer skills leave more than a boatload to be desired. The original kid screwed up. But it was Troy who could have and should have made up for it ... and I would never have had to spend any more time on this. Mistakes happen. But really now ... where's the customer care? Apologies to all of you for having to read my ranting. But it was over the top. Hope no one else ever has to deal with...

Been going to the Sonoma Store for over a decade and the service just gets worse. I called ahead to ask about android types and I was told they had a lot to choose from. I walked down there and they insisted I grant access to my account. I did. I asked again what type of androids they had. He said he wouldn't tell me unless I granted access. After my third shot at granting access I wanted simply to know what phones were available and he refused to tell me. I left. That was not phone shopping, that was being bullied. I walked back to my office. I have purchased 8 top of the line smartphones at that location for my family and me. I will now need to go out of town to get a phone, I will not use Victra in any town ever again. We are not friends. My last experience there was similar but thought I would see if it was just a...

So we came into a t-mobil store and got the worst customer service possible so my wife and I decided that we would go see the reps at Verizon. When we arrived we were greeted by Vaugn and Troy and they treated us like real human beings. They cut straight to the chase and we felt comfortable with them and it didn't seem like they were trying to shove products down our throat like we experienced with T-mobil. They were professional and answered all of our questions. Instead of asking us which phones we wanted, they had phones already figured out by looking at our old ones. Extremely helpful and I hope they get some sort of recognition for their service to me...