Verizon — Local services in South Windsor

ABSOLUTELY RIDICULOUS CUSTOMER SERVICE!!!

Started at home attempting to complete a device upgrade online only to be told at the end I would need to go to the store if I wanted the new device. Wasted around 30-45min to get that answer. No problem, went to the store and couldn't check in using my information. All agents were serving customers so nothing could be done aside from standing in the entrance looking confused. At no point did anyone attempt to help. Luckily I had my wife sign in under her plan to get us into the queue. Waited about 45min and got an agent. I explained the issues signing in and he couldn't tell me why it didn't work even after reviewing my billing and confirming my information was correct. Also couldn't offer any resolution to fix for the future. Ok, whatever, moving on. I explained the deal I was pitched online and how I was instructed to come to the store to complete. Apparently I can't pickup anything I accomplished with the online agent so we need to start from square one. Great, let's do it. We go through the entire process again and get sorted which takes another 30-45min. We get to the part where he is going to issue the new phone and apparently the physical phone is in a timed safe so I need to wait for it to open (10min). We wait and in the downtime I am not at all surprised that the agent is trying to upsell me other things I don't want / need. I waive off all changes and we get to the end of the 10min wait so the agent heads to the back and comes back with the new phone and proceeds to tell me that unfortunately in order to get the trade in credit I was promised I need to upgrade my plan (something I had been adamant from the start I was not interested in). He tells me my only other option is to go back online and setup an offer with one of those agents and then I can come to the store to complete and pickup (the exact opposite of what the online agent told me was possible). Now I feel I'm getting the runaround as I've wasted a decent part of my day so I'm annoyed. I explained that this was unacceptable and I ask for the deal I was initially promised and tell the agent to work with his team to sort it out. I reminded the agent that I had done all of this already and that I am aware that the initial deal is possible under my current plan as it had already been confirmed multiple times. I informed him that I don't appreciate spending most of my day on this when I am trying to purchase something from their company as a long term customer. I further explained again that the customer service was unacceptable and the company needed to do better and maintain consistency, start-finish, in these situations. Agent told me unfortunately nothing could be done in store and again directed me to the online agent because they had access to deals the physical location did not. I told him a final time that the customer service was unacceptable and that I would be looking into another service provider and left.

No accountability from this team and not at all concerned with wasting my time. Definitely will be checking ATT or T-Mobile moving forward. Anyone reading this BEST OF LUCK navigating Verizon especially at this location in South Windsor CT.

Update

The response from the store to this review is pretty standard and also disingenuous. Don't be fooled. I asked repeatedly during the process for the in store agent to work internally to resolve this situation by simply allowing me access to the offer the online agent told me was available. This is the same offer that the same in store agent initially agreed was accessible to me (otherwise why would I have ever bothered to wait?) and it was also the same offer that was confirmed to be available by the corporate customer service team who I am currently working with to hopefully work out a resolution. They also don't understand why the in store team wasn't able to sort this out. The point is that I allowed the in store team the full opportunity to fix this situation and they didn't care to do anything then so I'm not sure why they pretend...

I would have given zero Stars if I could. Back in November I came in to purchase a phone under the buy 1 get 1 for $800 off promotion. I was told by not just one but two Verizon reps in this store that if I traded my phone in I would also get a $300 credit added to my bill within 1 to 2 months. When I traded my phone in Jennifer was the person that assisted me when it was complete, I received an email for a gift card of $65. I asked her why did I receive that email for the $65 if I'm supposed to be getting $300 credit. She explained not to use that gift card and let it go through the processing Dept for the trade-ins and that I would see that credit within 1 to 2 months. at the time I felt at ease because I thought that the reps at this store were trained properly and knew what they were talking about so I did not question her further. I WAS WRONG!!!!!!!!!! I waited 1 to 2 months and then even waited another two months to see if the credits would start to show. the promotional credits for the buy 1 get 1 $800 did show but not the credit for the $300 for the trade in. I came into the store hoping to see Jennifer to speak to her directly instead I was approached by Kevin and when I told him my concerns he went and got another manager. this manager was absolutely no help would not listen to my concerns and basically said well I was not here at that time so I cannot tell you what happened. he tried to tell me about the new promotion that was going on and how it cannot be "stacked" I told him I didn't care about the new promotion what I was told was about the old promotion he said he would go in the back and check on that old promotion and came back and said "exactly what I thought the promo cannot be stacked it's one or the other". when we asked can he print off that promotion to show us where it said that he quickly responded with no. I kept explaining how nobody told me that otherwise I would not have traded my phone in for $65. If they would have made it clear I would have sold my phone elsewhere. he told me that he would speak to Jennifer and that I would receive a call on the next day and that he would escalate the process I never got a call nor did he bother escalating it. I ended up having to call customer service who then called that store and Kevin said he was the manager at this time which he did not tell me that when I was speaking to him because he went and grabbed another manager. and he told the rep that it was miscommunication and that they informed me it was one or the other. Nothing was done and now I am out of a phone! They will lie and tell you anything just to get you to purchase new phones because they don't care what happens after. and most likely the only reply I will get if that is an "I'm sorry that we fell short with our customer service we stride to provide excellent customer service" and yet my issue will still be unresolved. If you are going to stick with Verizon don't bother going to this store on 9 buckland road evergreen run...

Horrible customer service at this store. I would give this review 0 stars if that option was available. After visiting a Verizon retail location that didn't have what my mother-in-law was looking for in stock, we were told that this location had what she was looking for. Upon arrival we were greeted by Solutions Manager John after waiting around for 5-10 minutes. We told him what we were looking at having done (upgrading my in laws phones). He told us that the wait would be about an hour due to there only being two employees there (himself and one other) He also mentioned that we should set up an appointment and come back at a later date. This left us the impression that they didn't want to help us at all. We waited and browsed devices and cases. After the hour was about up, John came up to us and said the wait will be another hour. I told my wife and mother-in-law that I was going to go across the street and get coffee. At this point John rudely said "if you leave I can't let you back in, it is the law". The store was almost about to close, but the tone of his voice was very rude and condescending. Unfortunately we hung around. As the time went by, I began to notice customers that came in much later than us getting served before us. Ultimately we felt targeted and as if the staff didn't want to help us. Finally after two hours of waiting they finally called us (we were the last people in the store). When accessing the account my mother-in-law was told by John that since her husband isn't present and the fact that she has his phone with her to use for a trade in, they can't serve her even though her phone line/number is on the account. At this point John's tone and professionalism went out the window. He basically said we can't help you today in a rude and condescending tone. Two hours of my time that I can't get back. Verizon employees should spend a little more time while signing customers in for service and make better assessments of their customers to help serve the needs of their customers. They could do this by asking more specific questions at sign in. I understand that the store was undermanned, however that does not excuse the poor customer service and rude solutions manager. Verizon needs to look at their training for all customer service reps and make some serious changes for the overall customer experience at their stores. Bottom line, I will never return to this location...