Verizon — Local services in Town of Eastchester

I don't know if this place even diserves a review. I hate having to write it, because the kid working was actually really nice and seemed to genuinely want to be helpful. Anything I am about to say I pin firmly on Verison, a predatory corporate entity, rather than any specific employee. They are victims as much as the customers.

Skip this next part if you don't care about the details; TLDR at bottom.

My wife and I visited to upgrade her phone and deal with a billing error. She had been charged about $100 for a data use overage of 30+ GB. The tech at the store had no information, so we ended up on the phone with customer service. You can probably guess how that went.

All I wanted to know was how and why the phone ate that much data. The poor operators were so locked into their script that they couldn't talk about anything but paying the bill. It made me feel like a crazy person - to ask a question and have it ignored or answered with a chance to reduce the bill by changing plans or a special offer. I'm happy to pay it, I just need to know how it happened, so it doesn't happen again.

It took two managers to get someone who could even acknowledge the question. It was still no help - they told me to look in the phone settings where I found that FaceTime had supposedly used 30 GB. For perspective, a FaceTime call uses about 3 MB a minute. A GB is about 1000 MB so this equates to roughly 10,000 minutes of FaceTime usage - that's an almost 7 day long FaceTime call.

First explanation offered: 'it must have been a butt dial' - that stayed connected for a week? Second explination: 'you were roaming, that why it was so expensive' - again, I don't care about the money, just why/how so much data was used. How does roaming cause increased data usage? No answer, some scpheal about a different plan that's better for roaming. Third explanation offered: 'the app must have updated itself using data' - there is no way even the whole FaceTime app is anywhere close to 30 GB. The appropriate answer here would have been, 'I don't know, but I will try and find out for you'. Making up BS hoping the customer doesn't know better is dishonest and predatory.

At this point I had spent far more than a measly $100 in time, so we gave up and paid it. Got the new phone and left.

Additional issues: the screen protector the tech installed was the wrong one - it was designed for an iPhone whith a notch, not the new dynamic island. The edge of the notch cutout on the protector occludes the selfie camera making it useless. Also, the phone was not activated properly, which necessitated another pleasent, heartwarming session with customer service.

TLDR: It dosent matter what Verison location you go to. Despite the best intentions of the employees. This company is the worst kind of corporate garbage. It goes way beyond bad customer service. It uses purposeful obfuscation, high pressure sales tactics and manipulative anti-churn strategies to take advantage of customers and keep your monthly payment coming in.

Realy, the only true failing here is my own. As a technically literate consumer who knows better it is my responsibility to vote with my wallet and not support companies like this. But they got me. It's easier to just keep paying.

Stay away, research other options....

My experience with this store is terrible. I traded in my old iphone for a new phone at this store last Thanksgiving with the holiday special of $200 credit. But I never received this credit. The in-store purchase experience was also bad. I waited in the store for more than 2 hours. The sales person Edwin was not patient and didn't want to be bothered with my questions. I went back to the store later asking about the status of the trade-in credit. Although there was no other customer, Edwin still made me to wait for a long time while he was behind a computer. I walked away without an answer but only with the receipt/paper work that Edwin forgot to give to me earlier during my previous purchase/trade in. A couple of month later, I called and spoke to the store manager Jackie. She told me to wait for a couple of billing cycles to see the credit. Now it has been 7 month, and I still have not received the $200 credit. I called again. First she said she would look into it, and call me back the next day. The next day, she didn't call. I tried to call her a couple of times, and finally I was told she sent an inquiry email. But I am still waiting .... I feel they are wasting my time, and I am having trouble...

Having been very disappointed and dissatisfied with how the Verizon store on Hartsdale NY treats loyal customers, I decided to go to the Eastchestet storr when it was time to upgrade phones. What an absolutely huge difference in customet service.

Ramses is outstanding - helpful, patient, pleasant, and with a sense of humour that remains within restpectful bounds. He does not ‘hard’ sell, but is honest. Barbara, too, is very pleasant and welcomes customers with a warm smile.

The Verizon staff at the Hartsdale store would benefit from a training from Ramses & Barbara on how to treat customers right and provide a pleasant in-store experience.

Glad I went to Verizon Eastchester NY. This is now the only store I’d be going to for all my needs. Thanks to Ramses for his...