Verizon — Local services in Suwanee

Fred, the Verizon Problem Solver is HERE at this store!

You know what I’m talking about with Verizon don’t you!?

VZN customer service used to be stellar but in recent years the service has slowly become automated, complicated and inefficient. My newest phone was destroyed yesterday in a comical accident that I won’t go into here but I had jumped through a dozen or so hoops just to get that phone upgrade delivered just a few short weeks ago after a 2 month wait. I spent literally several hours on the phone with VZN’s inefficient customer service reps until I finally got to someone who solved my phone delivery issue.

Today, I was seeking a temporary solution to waiting an indefinite amount of time, again for my replacement phone to arrive following my insurance claim.

The last thing I wanted to do was CALL Verizon. So I went to the Apple Store (no help) then to a VZN store near the Mall of Georgia (worse than no help, the representative managed to imply that Verizon customers are all criminals and commit insurance fraud regularly).

Disheartened, I was on my way home and I decided to try another Verizon store; this one.

I explained my problem to Fred, who was immediately friendly, optimistic and listened carefully to my problem. He responded with intelligent, practical, realistic solutions and within a short amount of time had walked me through my options. I left with a new phone and am so relieved to be able to move on with my life without waiting for hours on hold and talking to reps that are Ill-equipped to solve the simplest problems.

Thank you Fred, for restoring my faith in humanity, customer service and for using your intellect to come up with real solutions, however unconventional they might be. We need more problem solvers like you in the world.

Note to Verizon Senior Management: FRED IS THE GUY! Promote, promote, promote! He’ll make you...

Kyler made a four phone circus trade in as organized and as easy as I have ever experienced. There isn't a higher compliment that I can give.

I wrote the above at Kyler's request before everything was finished. This rating went from 5 to a 1 because Kyler instructed me to wipe a phone, then when it was discovered the information was not secured, he shrugged and did not care. I would never trust his knowledge about what to do with a phone because in the 4 hours I sat at that store the only thing I can say about him is all he wanted was a five star rating. He did not give me anything close to five star help. I bought four phones and did all the work of setting them up and one is currently a brick. Kyler let a customer walk out of his store with brand new Samsung 24+ made into a brick while in his store less than two hours after unboxing. His complete lack of empathy and knowledge directly reflected my...

I had a nightmare of a time trying to get my new phone and had been on the phone with Verizon for 2 days only to find out the phone I ordered had been shipped to Texas. By the time I got to the store I was so frustrated and about 10 seconds from just canceling everything with Verizon after being a customer for 17 years...thats how over it I was. Once I got to the store James, my cell phone night in shining armour, was able to get everything straight and I was FINALLY able to get my phone. James had incredible customer service for me as well as the other 4 people he was working with at the same time. I will never order a phone online nor use any other store, unless James moves.

On a side note, the afternoon sun is brutal!!! It shines in the windows so bright we had to sit on the couch in the back of the store, myself and another customer, just to be able to see. I think some kind of tint...