Verizon — Local services in Southington

Just back from a visit to this store. It’s been located in the Dalene’s Plaza and they will be moving across the street within the next few days to a brand new shop between Mission Barbecue and Chipotle.

I cannot say enough good things about their excellent service and problem solving and the lengths to which their employees go to keep you connected and make you happy. When I visited yesterday I was happy to see Jason, who has made me feel welcome and provided great service for many years. I think he can answer almost any question about things cellular and has many loyal fans.

I’ve been with this store for 15 or more years, back when it was under other ownership (Rick). What always struck me then was the knowledge and good humored patience shown by the workers — all the workers, every time I visited. Somehow, the new owners have managed to continue the same atmosphere of unhurried and pleasant efficiency. Face it—explaining nuances between a gazillion cell phones, warranties, plans, accessories, etc., often to people who are proudly ignorant of all things electronic, cannot always be fun. These people are ALWAYS up to the task.

Somehow, they manage to keep you connected and enjoy your visit. This was the case yesterday and today when my 11 month old, $800 iPhone 8+ decided to die. Though Apple’s policies and pricing are not the fault of anyone in the store, I’m sure many of us are ready to take it out on them.

But it’s impossible. Andrew, who sold me the phone and insurance 11 months ago, happened to wait on me. He cheerfully offered quick and understandable information to me, then explained these options again and yes, possibly a third time, then helped me arrange for a replacement phone to be at my house today.

Another customer had dropped her iPhone in broth while cooking and was also getting a new phone. Believe it or not, we all ended up not only getting our insurance, phones and other equipment sorted out but telling phone stories and laughing so uproariously that you’d think we were at a party. Between Andrew, Joseph and another employee (I think his name was Robert) we felt not only that they’d handled our phone situations quickly and well but managed to make us enjoy our time in the store.

After receiving the new phone I dropped in this evening to have them transfer all my data to the new device. This time Anthony helped me. He was completely delightful and did a great job, explaining all I needed to know. He helped me get a new, free tablet for my husband and went to great lengths to have it completely set up and ready to gift when I got home. His kindness and readiness to go beyond the basics of his job were remarkable.

Joseph was also there and joined in the conversation while the phone and tablet were updating. He was very personable and again, against all odds, he and Anthony caused me to enjoy my visit.

This store is an oasis in an impersonal, cooperate world. However they recruit and train their staff works brilliantly. If you want to be treated like a valued customer by professional and talented people, come here. You will be very pleasantly surprised and might just decide to stay with...

Verizon Wireless Corporate Complaint – Overcharged, Lied To, and Dismissed

I’ve been a loyal Verizon customer for 5 years, but this recent experience has made me realize how little they value their customers.

I initially contacted Verizon about a month and a half of ongoing service issues with my phone. During that conversation, the representative and I agreed on a $115 credit, which he said would be applied immediately. It never was. Later, a different supervisor confirmed the notes were there, but the credit hadn’t been processed because the original rep didn’t fill out the paperwork correctly.

That same day, I added my fiancée to my plan. She brought her own fully paid-off phone, so we were only supposed to be paying for the line/service. I was told it would raise my bill by $20/month. But my next bill shot up to $360.

For reference: • My monthly bill with my iPhone 15 Pro Max + Apple Watch (both leased) is $122/month. • There is no reason a bring-your-own-phone service line should cost $90+. • The $360 bill made absolutely no sense.

When I called to resolve it, they eventually fixed the $360 overcharge, but tried to make it look like that was the $115 credit I was owed, which it clearly was not. They never honored the original $115 credit promised for my service issues. They never admitted they were wrong. They never stood by what their own rep said, even though Verizon claims they “honor” what reps promise.

To make things worse, when I called for a supervisor, I was told he was too busy to help. That’s the service you get from Verizon after being a longtime paying customer who’s only ever paid late once in 5 years.

I’ll be posting screenshots showing how Verizon overcharged me for a line that should’ve cost nowhere near that amount. While I can’t show proof of the $115 promise (since it was verbal), I can show clear evidence of billing deception and poor customer service.

Bottom line: Verizon is dishonest, disorganized, and disrespectful. They treat customers like we don’t matter, when it’s people like us who keep their network and their jobs alive.

I will never use Verizon again—and I wouldn’t recommend...

This has been the worst experience in switching carriers we have ever experienced. We were told there wouldn’t be activation fees, but I had to repeatedly go into the office (I was in there at least 4-5 times in a week), and ultimately had to call customer service myself to get it resolved. At one point, the manager pretended to be me on the phone and was very rude to the person on the other end, which gave me quite a dose of second-hand embarrassment.

We were told we would get a $200 rebate per new line (3 lines) that we could use to pay off the 2 phones we still had with our other carrier. We were told they were not automatically issued, which we thought was weird, and that we would have to wait x amount of time then call to claim them. I did that, then come to find out, the rebates can only be used with Verizon. We were counting on this to help us pay off the other phones, and we don’t need anything from Verizon, so they essentially ripped us off at the tune of $600. I can’t even add them as payment method to pay the monthly bill. If I call to use them to pay the bill, I’m sure we’d lose the “autopay” discount.

This entire experience has been a colossal disappointment and headache. It felt sketchy from the beginning, and I severely regret not trusting my gut instinct to leave. When we are free from payments on the devices we got, we’re leaving Verizon and will never use them again. I’d rather go back to Xfinity. I recommend...