Verizon — Local services in Town of Cicero

My wife and I went into this store tonight looking to upgrade two of our iPhones. We dealt with Paul who stood beside the manager Anthony and we were treated with nothing but absolute disrespect. From the second we arrived and told Paul what we were interested in doing, it felt as if he was trying to brush us off and talk us out of upgrading. I originally assumed it was because it was an hour before closing and he certainly didn’t seem like the go-getter type and probably just wanted to go home. Regardless of all the reasons he gave us to not upgrade, such as we still owed a little bit on our phones or that we won’t be given any promotional deals, we still wanted to go ahead and upgrade. Paul then went on to tell us that we were not eligible to upgrade our phones which my wife was quickly able to prove otherwise based on the information on our MyVerizon account which showed that 6 of our 8 devices were indeed eligible for upgrade. After that failed attempt, Paul went on to tell us that we have encountered yet another problem. That problem being that due to our credit, Verizon has our account flagged; which he would show no proof of and they will not allow us to pay monthly on new phones which we found very odd because of the number of devices on our account that we have been able to finance through Verizon over the past few years. Paul then went on to tell us that there is nothing he can do for us tonight and we will have to call Verizon financial. Being that it was one hour before closing, we left to call Verizon and get to the bottom of this. On the way out, I recommended to my wife that we try going to a Verizon reseller store that we have dealt with in the past and always had great luck with. We made it no further than the exit of the parking lot when Paul took it upon himself to text my wife’s phone from his personal cell phone questioning what was said when leaving the store and told her to not waste her time, gas or effort going to that store. I was at a loss for words considering how unbelievably unprofessional sending that text message was. My wife then called Verizon directly to try and get some sort of reasonable explanation as to why we could not finance our phones. To our surprise, were informed that no one had even checked our eligibility tonight and we were indeed eligible to upgrade and finance a significant amount of money. She also told Verizon about the experience we had at the store and about the text message she received shortly after leaving the store and the Verizon representative was shocked and appalled and recommended that we write a formal complaint to Verizon corporate which we fully intend on doing. Be aware of going into this store. We have never felt more disrespected and patronized by such a condescending employee of any company we’ve ever done...

TL; DR: Amazing customer service, Vilas went above and beyond

My dad decided that, after years and years of having a flip phone, he finally wanted to try a smart phone. He was also tired of paying his bill with his current carrier and getting basically nothing. Since Verizon is pretty much the only other carrier that works in his town, we decided to see what they had to offer. I came all the way up from the DC area for a weekend so I could help him figure out what was best for him. When we pulled in and approached the store, one of the employees (Vilas) came to the door to hold it open for us and greeted us right then and there. Vilas then proceeded to help us every step of the way. We explained what we wanted (a smart phone, but not necessarily top end). He listened to us and didn't try to oversell us on the "newest and greatest thing"-- he was straight up about the different options, prices, and what everything meant. He answered all of our questions and wrote down all the information we needed. My father and I grabbed a coffee to talk over the options, and when we went back Vilas once again helped us through every step of setting up the phone. We were having some problems with the phone back home (nothing major, just something that had to do with switching from one carrier to the other in order to keep his same number). We went back the next morning and there Vilas was; he got the problem fixed in no time. Even while we were waiting for Vilas to activate our phone, a couple employees approached us and made sure that we had been waited on. I also hadn't intended on buying a fitbit just yet, but I was curious so Vilas went through the different kinds and what they did; I wound up buying one from the Verizon store that same night. All in all, Vilas went above and beyond to help us. He was forthright, not pushy, and did everything he could to make sure we left happy. My father and I were thoroughly impressed (and trust me, that's...

I went in knowing exactly what I needed. An upgrade to one phone and to transfer a number on my active account to the phone I was upgrading.

Backstory: we all know Verizon has the pay for upgrades with a monthly installment. I was trying to avoid that for my father’s phone because yes, it’s an iPhone, but he’s a bit older and doesn’t care about what version he has. The phone I was upgrading is paid off and still works perfectly. I might as well get my sister a new phone (and Pay the monthly installments) and then have my dad have a phone that’s paid off and still works fine. I know the “trade in value” sounds great but in the end it only changes my monthly bill about $30 for her to have a new phone and my dad to have a phone that works just fine.

The salesperson (who I’m assuming gets paid commission) was completely stand offish because the store was closing within the hr. He could have told me right away that what I needed wouldn’t be able to be done in that time frame, but instead made me stand there while he clicked away on his tablet. He also made a point to tell me I could have done “everything I wanted” on the app. But how can I transfer a number from one phone to another on my account without someone from Verizon doing it, right? In the end that’s exactly what he told me. I could upgrade the one phone but because they were closing in 45 mins they couldn’t offer the “transfer service” and that I even if we did it at home we wouldn't be able to activate my dads line we were transferring to the paid off phone.

I get the transfers take a while to go through but I made it very clear what I wanted from the beginning. I usually go to the rte 31 store and never have an issue. I’ll never go back to the rte. 11 store. Dude didn’t even smile at me once. I should have asked his name…it may have been common sense to him but I’m not a Verizon employee who should have the knowledge to tell me right away what we needed done...