Verizon — Local services in Springfield Township

My first visit was at the release of the Galaxy Note 8, so about a year and a few months ago. I went into the store to simply upgrade one of my two lines, on which the current phone was 100% paid off. I knew how much the Note8 cost, and that I wanted to keep the plan I had. I wasn't grandfathered into any special unlimited data or otherwise 'weird' plan, so this really should not have been a problem. I was going to get it online for in store pickup, but it was release day so even though I could technically buy it online, the store didn't have 'inventory' of the device yet. I got all the way to the checkout page on the VZW website then just took a screenshot of the final price, and event went to far as to call Verizon the day of, to make sure of the price and waiving of the activation/upgrade fee which was present online. Anyway, I get assigned to this woman who... DISCLAIMER: the following description is for information purposes only, and not meant to be discouraging ...looked as though she was either a middle aged person trying to look young, or a younger person who just looked worn out. Tall, dark hair, sort of a permanently confused expression on her face. I explain "Hi, I'm upgrading one of my devices to the Note8". After getting my info, the whole thing began running off the rails. She types in her tablet and (the order of events are a bit hazy since it was 1+ year ago) tells me something to the effect that my plan needs to be altered because "reasons" and that I also have to pay an upgrade fee. I tell her my plan is staying the same, so then she says in order to have the new phone, I need to pay 100% up front. Long story made slightly less long, a manager sensed the trouble and came over to explain to her that everything I said was accurate, and about 10 minutes later I was out of there with my new phone. Flash forward to yesterday. I bought another Note8, used, from a friend. I was going to activate this on my other line, the device on which had been paid off for a while now. I got the new phone and tried to use the website to activate it using the SIM card from my previous phone (Note5), but despite my attempts and the help from online customer support, for some reason the new device did not like the SIM from the previous device. The solution, according to the chat rep, was to go into my local VZ store to just pickup a new SIM at no charge, then attempt the activation at whatever time was convenient. He/She said they had me setup at the store in Springfield and I could go pick it up the next day. I went there, and upon walking through the front door.. I see her. In my head I am just thinking 'nooooo' but instead of turning around and leaving, I approach the front desk-ish spot near the entrance. She asks if she can help me, so I say "Hi I am here to pick up a SIM card for a device I am going to be activating". She asks my name, and can't find any sort of appointment or whatever documentation there was supposed to be. At this point, some other employee comes up behind her and sort of asks "what exactly are you trying to do?" I tell him/them "I have two lines. I plan to activate a new device which is already in my possession on one of those lines. I am supposed to pick up a new SIM card so that I can go home and activate the device when I get the chance." She tells me that they can't give me a SIM card without activating the device at that time, so I said OK then I will come back later with all phones and do it in store. Then she says she CAN give me the sim to do on my own, I just need the IMEI number. I begin to give it to her when she stops me and asks "is your wife ok if her phone stops working right now?". I tell her no, that's why I said I would come back later. She then goes to talk to her manager, who comes over and shows her where to click, and within 10 minutes I am out the door with my SIM card. If you don't know the in's and out's of your own job/company after being there for at LEAST one year and a few months, I can only imagine how many people get screwed daily because of your...

First and foremost after spending hours on the phone with customer service my mothers phone needed a new SIM card due to issues with her phone and we were told that it would be best to go into a branch near us to get a new one. When my mother arrived no one addressed her when she finally asked for assistance she was told someone was ahead of her. After waiting nearly an hour she finally said something again. I was on the phone the entire time while this unprofessionalism unwinded. I personally spoke to the manager/supervisor on duty today named Marcus who said he could not give my mother a SIM card nor could he look at the notes customer service placed on the account for guidance to see what was going. We have had service through Verizon for 10+ years and have never experienced such a bad situation. I called customer service on three way to see what they could do in this situation to add to the madness the manager had his daughter at the establishment so maybe that’s the reason why he felt like doing his job today was not in the best interest of the customer!!! Once we finally spoke to a manager at customer service they advised us to put the manager on the phone. Marcus was asked by the customer service manager why he wouldn’t give my mom a SIM card and he said he never denied giving us a SIM card which was a huge LIE!!!! After customer service directed him to give her the SIM card you would think he would address the issue no he had Tyler another associate in the store handle it who was also able to read the notes on the account to see what was going on with her phone. For some reason Marcus thought it would be best to put his attention back to his daughter while he is working at a corporate store on the clock!!!! Needless to say my mom walked out the store due to them saying she would have to wait an additional hour for them to solve the issue which remind you she was already there for 3 hours!!!!! I made a complaint to the supervisor from customer service and will be contacting corporate myself so this doesn’t happen to anyone else!!! My mother is over 60 years old and shouldn’t have to experience such a unprofessional and unethical...

After being told by the online customer service representative that I could obtain a replacement phone of the same model, free of charge, to replace my defective Samsung Galaxy S5, which spontaneously resets countless times each day, at their 731 W Sproul Road location in Springfield, PA, I traveled to the store only to be informed by the store's General Manager Charles that the online customer store representative had made misrepresentations. The General Manager Charles then tried to sell me a phone for several hundred dollars. When I informed him that I would like the replacement phone of the same model, he told me that it would have to be through my warranty. When I asked him if he could assist me with that process, he said he needed to look at my phone, I obliged thinking he was assisting me, but he took my phone from out of my hands, took it apart, and after thoroughly inspecting it, he said that there was chipped paint on the corner which would affect my warranty in that I would be charged for the damage. To be sure, there was a thin sliver at the corner of my phone where a tiny pit of paint was missing, but it was clearly due to normal wear and tear, and there was no material damage to the phone.

Given his tone and demeanor, I had the sense that he was not acting in good faith, but out of malice. In disbelief, I questioned him as to whether or not this was typical treatment and whether other representatives within the store would corroborate his claim, and he said they would. So, I walked across the store to two other store representatives and showed them the corner with a small sliver of paint worn away from normal use, which Charles said would affect the warranty in that I would be charged for the "damage," and both of the other store representatives said that it would not affect the warranty in any way and that I would not be charged for the normal wear and tear, contrary to those representations...