Verizon — Local services in Town of De Witt

I went to the Verizon Wireless outlet on April 24th to upgrade to the new Samsung Galaxy S8. The transaction went smoothly, and it was not until later in the day that I discovered my phone was defective out of the box. I returned later that night and it was confirmed by Joseph that this was indeed the case. He informed me that they were out of stock of the phone but he would have a new one driven in the next morning, which I was pleased with.

I returned on the morning of the 25th and met with the representative Brandon. He informed me that he was admittedly new, and needed quite a bit of help swapping out the defective phone for the new one. Still, no problem.

At a certain point they informed me that the woman who had processed my initial transaction had processed a payment she was not allowed to authorize. The manager Anthony became visibly upset and began cursing in front of myself and another customer in the store. They did proceed to successfully swap out the defective phone for the new one, but informed me that there would be additional activation fees on my Verizon account that I would have to call customer service to have figured out. Could they not of just helped me out with that while I was there?

Before leaving the new representative Brandon asked me if I personally knew the woman who had processed my initial transaction and if I could call her. I thought this was a pretty bizzare request, and informed him that I was just a customer who had walked in and spoke to a random employee who assisted me. He proceeded to say I needed to talk to her personally to get this straightened out when the other representative Anthony told me I was free to leave but would need to contact customer service to get the rest straightened out.

An unfortunate experience from a usually solid Verizon outlet.

**Update

Christina, the original woman who assisted me with the phone upgrade called me to apologize and assure me that there would not be any additional activation fees on my Verizon account. Upon checking, lo and behold, multiple activation fees....

Just bought an iPhone here for my wife for Xmas. In addition to the Verizon $30 “upgrade” fee you are now charged (ugh) this store levies a $35 “program and set up fee” on transactions, or at least on iPhone Verizon transactions. When I asked, I was told this was a Verizon non negotiable fee that I would even pay if I bought my new phone online. And that there was no way around the fee (I requested it be removed more than once!) I swallowed it and left with the new phone. After some research on Verizon online forums, I found out this is not true, that this is a store fee that they charge you for phone set-up, which in my case was because I told them my wife “might” come back later for help. You do not pay the fee if you set the phone up yourself at home. When I returned a few hours later to retun the phone, admittedly upset I had been lied to, another Associate insisted the fee was non refundable (pointing out repeatedly how it said this on my receipt) caring not at all that 1) I had been misled despite repeated questions about fee when purchasing and 2) absolutely no set up had occurred!!! When I pointed this out another Associate who was hovering at that point he said “well generally everyone comes back for help at least once.” Thereby justifying lying to customers during a transaction? I don’t get it. I will close by saying that the Associate I dealt with did right by me, admitted his mistake and returned all my money, which is all that I wanted. I appreciated his professional...

The sales person apologized for her mistake, but I want to warn customers before they end up paying $200 more for their device than agreed to, like I did. I wanted to upgrade with one month left on my 2 year contract. The sales clerk was thorough in explaining the cost of my new monthly service along with my new device payment. I was sold and agreed to a deal that included the promotion of trading in my iPhone in exchange for roughly $200 off my bill. She opened the new phone and handed it to me to begin signing in under my Apple ID. I set up the new device, as she suggested while she was finishing the computer work for the sale, including charging my card for initial fees. At this point, she informed me I wouldn’t be eligible for the appropriately $200 trade-in promo because my account was still in contract. I believe she was uninformed when she offered me the promo. I was in a terrible position. I left the store with a device that ended up costing me $200 more than I’d agreed to pay. I believe this happened because they are an outside cellular sales company and not an actual Verizon store, as suggested by the sign on the building. I wish I had gone to an official...