Verizon — Local services in Sun Prairie

WATCH OUT, YOU WONT GET WHAT YOU ASK FOR. I came in looking to reduce my money bill and see if they had any different plans available that could do that for me. The salesman told they actually had a trade in deal where I could pay of the remainder of my old phone, trade it in, and get a new phone at no extra cost. Also, because I had paid off my old phone and gotten the trade in I would actually be paying $10 less a month. I was really happy to hear all of this. THEN I GOT THE BILL A MONTH LATER. I ENDED UP BEING CHARGED FULL PRICE FOR A NEW PHONE, $750 over the next 24 months for the upgrade, plus the $100 I paid to pay off my phone, and a $30 activation fee for the new phone. So I went back in and they said basically I was completely mistaken in what I thought when I left the store that day and now, and that I couldn't get my old phone back because it was traded it. My monthly bill is on average $10 more then it used to be a month. THE EXACT OPPOSITE OF WHAT I SAID I WANTED WHEN I CAME INTO THE STORE.

I was contacted by the manager (Scott) after posting this, and again was pretty much told that I was mistaken in my understanding that day and the best that could be done to reduce my bill further was to get rid of the insurance for my phone. Bringing my bill down another $11. I am still very not happy overall. I had no intention of buying a whole new phone that day when I came in. I only wanted a cheaper monthly bill. If I had been told the truth that I only had $100 left on my old phone to pay off and it would reduce my plan to $70 a month and not been roped into a supposed upgrade deal that would keep me at slightly over $100 a month I would have been happy just paying that, but instead that didn't happen. Now I have to pay off $700 for a whole new phone that I didn't really need or want in the first place. I only wanted a cheaper monthly bill. Now I am forced to either stick with this slightly cheaper plan and or bite the bullet now, pay off the phone outright, and switch to another provider with a cheaper plan. I figure if any provider can give me a plan similar to the one I currently have under ~$60-$70 then I will come out ahead now. Having to look to switch plans is not what I wanted to do either, but now feel like I have to at least look more into my other options after this experience. I used to be happy being a Verizon customer, but now...

If I could give zero stars, I would. I decided to pick up an online order at this location instead of the store in Madison. That was a mistake I will never make again. I hadn’t been to this store in several years so I decided to give it another shot. How hard is it to pull an order for pickup?! Their customer service is still terrible! I ordered a new phone for my son through the myverizon app and selected Victra in Sun Prairie as the pickup location. What should have been an easy process turned into a 45 minute wait, and I left the store without the phone. During this wait time, the employee didn’t even communicate to me that their was a problem. I received an email that my new phone was picked up while standing there waiting for the phone. After 10 minutes of him printing out a new receipt and doing something on the computer, I finally asked what was going on. He said that it had some to do with a stock issue but could not elaborate about what was going on. Then 5 minutes later he asked if I had paid online. Well, obviously I did since this was just a pickup! He said it was trying to charge me again for the phone. He finally said that he could cancel the order and I could stay and reorder from him or order through the app again. I left and was going to reorder through the app. The order never got canceled so I called and he said that he would contact someone and call me right back. An hour and twenty minutes later I called again. He said that it showed on his end that he canceled the order. He again said that he would call me right back. No call again. I went back to the store in the morning when they were supposed to open. No one was there. After waiting for 35 minutes, I drove to the Madison store. They were very helpful and could see that he had in fact not canceled the order and he had given my phone to someone else the day before! If he had just admitted to me that he screwed up and had tried to fix it, I wouldn’t even be writing this review. His lack of action and his poor customer service are unacceptable. The Madison store was able to have a Verizon rep cancel the order since they could not get ahold of the Victra store (no one showed up to open the store until after noon) and get me my new phone on the spot. Don’t go through the Sun Prairie Victra store. Make the short...

I am hoping to pass along some feedback about an employee of Verizon Wireless at the Sun Prairie, WI location. He was working yesterday alone at this location around 11AM. I was next door at Target running an errand with my 19 month old daughter. I thought I would stop in to upgrade my phone and check on my plan as I prefer in person for these things. I went in an risked my daughter's attention span hoping it would be quick. I walked in and he was helping another customer with what looked like a fairly stressful situation so I ignored the fact that he didnt so much as say HI to me and I decided to be patient. 15 minutes later I still have not been greeted and my toddler wants to walk outside. we walk outside for a moment staying by the window so the employee knows I have not left.. While outside I notice another customer pulls up so I tell my daughter we need to go back in. it has now been 25 minutes, I have yet to be told HI. My daughter is growing impatient as any toddler would at this point so I pull out my phone and let her watch a quick video while I continue to wait, now with another couple as well. Suddenly the employee looks up from helping the guy, points at me and says "I know you were first but" and then proceeds to ask the other couple if they needed something. I have never been so frustrated and insulted in my life. The other couple was there less than 5 minutes. I had been there over 30 with a TODDLER. he didnt say hi, ask me what I needed, ANYTHING. just bypassed me in favor of the other couple. I got up and left at this point with tears in my eyes as I could have been home playing with my daughter instead of waiting patiently but I chose to give him the benefit of the doubt. I would like to know who this employee was and know he has been talked to about this. how insulting to a mom, a customer of many years, and a person. why was I chosen to be bypassed without so much as a hello after keeping my daughter patient and waiting nicely for some in-person help? Very very...