Verizon — Local services in Town of Oneonta

Unfortunately I have had a number of poor experiences at this location with regards to customer service, or specifically lack thereof, both via phone and in person - multiple times in the past few months.

The store itself is conveniently located, relatively clean and well lit with ample parking. The floor space is large if somewhat sparsely populated with actual product. So far, so good, right?

With five in-person encounters, and three phone calls worth of experience to draw on, I can say, without reservation, that the customer service is abominable (the one exception I will highlight at the end). Phone calls were not answered, which can be expected with a busy business, but messages which were left were not returned same-day, next business day, or EVER. Why bother having a customer answering machine if it’s a bottomless pit of nothingness to waste customers’ time?

In-person experience was no better with me waiting in-store for 10-15 minutes without even being acknowledged. No “hi,” “hello,” “welcome,” or “we’ll be right with you!” And this was not just with me. It had obviously happened to customers already in-store and with customers walking in afterwards as well, leaving us to sort of create a natural queue that we hoped would eventually be tended to. It would appear there there would be 1-2 employees on the floor at any given time, and in general, with the occasional movement from the customer area to the back room, you could see that SOME sort of work was being tended to, but for those of us standing around, we might as well have been under a Harry Potter a invisibility cape. No acknowledgment of any presence at all. I witnessed other customers leaving without ever being spoken to, obviously not willing to wait, and after 15 minutes each time, I did the same.

And the lack of acknowledgment might be acceptable if there was a sign on the door or someplace obvious that said, “we are currently understaffed and will be with you as soon as we can” or maybe “please understand that we are by appointment only” or some sort of customer sign indicating understanding of difficulties. But there isn’t, which just leaves the customer to feel like an unwanted intruder.

I had mentioned an exception, and ONE time, an employee by the name of Justice answered the phone, indicated they were busy, and suggested I come down in about an hour. I did as instructed and was greeted about 3 minutes after arriving and we (my girlfriend and I) were told we would be accommodated after two customers in front of us. We waited and when it was our turn, Justin took care of us expediently and with enthusiasm. But this was the ONLY good experience I have had at this store, and the bottom line is, if management expects to remain in business, something will have to change. As is, I cannot...

I have been using Verizon for quite sometime now.. they have been very pleasant. However I went into the store and was trying to inquire about getting a new phone and upgrading possibly because I was having issues with my current phone. I was directed to Daniella from the start she wasn’t very friendly or welcoming. She seemed like she just needed to get me in and out. I was trying to see what the alternative would be, after reviewing my account she rudely just said my two options.. was very snotty and said my only options were the ones given which was fine. I proceeded to discuss with my mom what would be the best fit. I chose my option which was to call Asurion and get a new phone but same model. She proceeded to just go off and tell me to “call the phone number”. I then asked what phone number, do you have that number available?. She then got frustrated and very snotty and proceeded to say “ well I don’t have it off the top of my head so if you could wait a second”. Which I was fine with doing. I work in customer service my self. I was in no rush, I wasn’t frustrated, however I was upset at the way that I was treated by her. I have worked with Brittney, Justice and Hannah all before in the store and they have been nothing but absolutely amazing each time I’ve been in there.. So after i had asked for the number she finally got up and got it for me. She didn’t write it down for me or anything she was yelling across the room to tell me the number to call.. we proceeded to leave and before we even got out the door she was gossiping with her coworkers about me and my mom. My mom went back in the store (she was in the back laughing and still gossiping about the situation) and asked to work with someone else to get a little more information on what exactly needed to be done. Justice was able to help me and my mom figure it out and actually called them for me, was able to get it shipped out right on the phone and I got a tracking number and everything that I needed to proceed getting my new phone. I recently was just in there again and I had overheard a conversation with another customer and she was very stern and persistent on the one time deal and offer with an elderly lady, she wasn’t quite sure what she wanted to do with her phone but she was telling her that’s her only option and she didn’t know what else to tell her.. Overall this experience was by far the worst I have ever ever experienced. I am not one to complain but Daniella has a horrible attitude and is not friendly at all. I do however give a 5 star review for Hannah, Justice and Brittney! I recommend this store 100% however just don’t work with Daniella if your looking for good customer service with time...

I had pre-ordered a new S22 Ultra which arrived on February 25, 2022. This was delivered to the TCC store in Oneonta. I had worked with the entire staff to come up with the worst customer experience to date. My plan was to use $55 of my device dollars which I had acquired over time. I also wanted to pay an extra $100 towards my phone so it could bring the price of the phone down significantly. I was helped initially by a different gentleman (pony tail hair seemed nice) who set this all up for me, supposedly. Now when I arrived to acquire my new phone on the 25th, it seems that that "gentleman" did not apply my Device Dollars to my phone. Instead, he had applied $155 dollars from my credit card, which as I said before was NOT the result I was aiming for. Now onto the next unprofessional associate who helped me (Angela) was, not knowledgeable and still pretty new to the game. Now while waiting for about 3-4 hours for her to simply activate and smart switch all my old info to the new phone, Angela had slipped her phone number into the box of my phone. Now forgive me... I'm here to get a new phone and you are supposed to be PROFESSIONAL, point blank! Now, when it came down to the cash out process, Angela applied "$5" and not "$55" to my account. So now we have progressed poorly and have had "$5" applied to my account from my DD and my card was charged "$150". Now realizing this one day later because my DD balance is still at $50 on Verizon Up, I once again go back to the store to find out that the so-called "Supervisor" Teddy would reach out to his account manager and get back to me by the next day.... NEVER heard back after several voice messages and messages left for him through the rest of the illegitimate team at TCC Verizon in Oneonta. So, instead I called Verizon and they were able to make an immediate change to rectify the situation. TCC Oneonta employees run on commission and with my experience, the employees who were involved got there commission and ran. No follow up, no customer service. Good talkers, sad team and terrible leadership. Order your phone online with Verizon... a REPUTABLE and CREDIBLE...