Verizon — Local services in South Burlington

I signed a contract with Verizon almost two years ago, and truthfully I was extremely disappointed. I swore up and down, left and right that once my contract was up I'd never go back to Verizon. Between issues with my bill, terrible customer service, and arguments with various manager I was beyond fed up. On Monday I decided to call down to the Shelburne Road store as my Samsung didn't survive through the weekend. It's close to my work, and I've stopped in a few times to pay my bill - I was always greeted with a smile, and it was an easy process.

When I called, a man named Caleb answered. He was so unbelievably helpful with all of my questions. He was knowledgeable and very nice. He said he'd look into a few things for me, in regards to an early upgrade. Last month I had been in to pay my bill and asked about an upgrade, but I was told there was no chance for it since I was locked into a contract until mid-October. Caleb said he had a few things to look into, and to call him back in about half an hour. I did, and guess what? Somehow, he managed to get it all sorted out so I could get a new phone! I decided to go with a Galaxy S7. Unfortunately, I had to work later than he did, so he said he'd let his buddy Dan know that I'd be coming in.

Around 5:15pm, I walked in and met with Dan. Dan was just as awesome as Caleb! And there was another gentleman that kept me laughing the entire time, too, but I didn't catch his name. After chatting with both of them for awhile (and them seeing the condition my Galaxy was in) I decided to purchase an LG V10 instead of a new Galaxy. I have a tendency to go through phones about every three months, and Dan explained why the LG was probably a better fit for me.... They both answered my questions, helped me come up with a way to get my pictures and contacts off of my broken phone, and didn't try to sell me something I wasn't interested in or in need of. They understood my concerns and were extremely helpful. Plus, they had me laughing the entire time.

The process was so smooth, easy, fast and honestly THE BEST experience I've ever had at Verizon. I'm glad I chose to stick with Verizon, and those three employees are the reason for that. I probably wouldn't ever choose to work with anyone except for Caleb, Dan or Mr. No Name. So, THANK YOU, to you three for making this experience at Verizon by far the BEST one I've ever had. ...

Don't ever go to this location! Where do I begin..... I went into the store to switch my service from one phone to another ( the phones were the same phone) Omar Mitchell plugged in the phones to switch over the contacts and images and without a word walked off into the back room for 5 minutes. When he came back out I was looking at him and he asked me "oh is it done?" I replied "I don't know!" That is your job not mine! I couldn't see the computer screen nor would I know how to use your software. That is your job and why I came to you. Once the transfer completed he pulled out a slot where he thought the sim card was supposed to be, but nothing was in there. He opened the same slot on the new phone and nothing was there. He was baffled at how the phone wasn't working without a Sim card. While he was struggling to figure out what was going on his co worker came over and proceeded to talk about this older lady who was confused. A story that clearly could have waited till I left. Then Omar told his co worker about there being no sim card and his coworker was like that is really fishy you should make a call man. He just kept saying how fishy that was and it was making me feel like I was going something criminal. Finally after a call to tech the lady on the phone recommended some sim card that Omar said they didn't have in their store but I could try the Williston Rd. location. I asked him can you call to verify they have it before I go there. Omar called and said they had it. So I packed up and proceeded to go to the Williston Rd Location, very unhappy because i had already spent an hour at the Shelburne Rd Location. I waited for 20 more minutes and the guy at the door on Williston Rd was able to figure out that the slot Omar pulled out and was looking for the Sim card was not the correct slot. If you went to the other side of the phone there was another slot, when he pulled that out there was the sim card!!!! and hour and a half later!!!! Why would you come here to buy a phone or ask for any kind of advice when they don't know where the sim card is on a phone, that is their job!! Super unprofessional and lacking in knowledge of cellular devices. Don't waste your time at this location, suck it up and go to Williston Rd and wait for someone who knows their a$$ from...

As a Verizon customer in Vermont for ten years, I can say first hand that not every Verizon retail outlet is the same. Verizon sales reps are actually somewhat like independent contractors workng through the Verizon infrastructure, so the reps staffing the store make a huge difference in the customer experience. Having been to all of the locations in the area, this is the only one that will continue to get my business, and is one of the main reasons why I'm still a Verizon customer. Although each sales rep is essentially working for her/him/theirself, the atmosphere in this store is very collaborative. The focus is really less on direct sales than it is on overall customer service, and I have seen the reps at this store constantly engaging with each other to improve value for patrons. I have now purchased two phones from a brilliant sales rep named Gary who, like his colleagues, has taken the time to get to know the products and plans inside and out. He knows the the phones themselves, the options for calling, data and payment plans, and is like a ninja finding special promotions and deals to add value to every purchase.

I believe that with a high-end product like an expensive phone, ongoing service should be something that I can expect. Gary and his colleagues at Verizon on Shelburne Road are WAY ahead of the curve in this department as well. Their manner with customers is breezy and casual, but very prfessional. They remember a lot of relevant details about each customer. And they are ready to cheerfully do all of the annoying little things that go into changing phones (screen protectors, adding people to an account, backing up and porting data...) Although their manner is consistently friendly, they do business in a really efficient way that respects customers' limited time. And after the sale, Gary made himself personally available to trouble shoot any issues with the phone, activation, data, whatever. His follow-up is amazing, and I get the strong impression that this is just the general culture of the store.

This is exactly how a business should be run. These people seem happy to be at work, take pride in what they do, and take personal responsibility for customer outcomes. I won't buy a phone...