Verizon — Local services in Town of Penfield

I met with Chris Moulton, Store Mgr, on 2 occasions. In the morning I brought in my phone for assessment & potential triage to discover my phone needed to be replaced. This was a very stressful 1st time process for me & I was appreciative of the patient & thourough review of options by Chris. That afternoon, after discovering minimal functionality had returned, I brought it back in to Chris. He advised this was what could be a short term opportunity to save & transfer the data from my dying phone to a new purchase. I was struggling with the decision as my original phone plan was no longer available. Chris did not pressure for a decision & just chatted with me person to person for almost half an hr. At that point I decided to go ahead with the purchase of a new phone with a new plan. Chris spent another half an hr carefully & patiently reviewing all aspects of the purchase components & the new plan. He took advantage of & pointed out several cost saving measures that made the transaction price more palatable. I left the store to get ready to go out to dinner, while Chris set my new phone up & transfer the data including treasured pics & contact #s from my old dying phone to the new phone. An hour & a half later I returned to the store. Although the store was busy, he had my new phone ready to go & again gave me personal attention. I have been using it seamlessly since. I can't praise or THANK Chris enough for his attention to detail & his tireless patience for a non-technocrat. He treated me like a person, not just a customer & I will not hesitate to ask for his assistance again when the...

I had a less than desirable experience from the moment I walked in the door. My choice of phone wanted was harshly questioned. “Why do you want those phones?” “Why do you want something so new?”

I wanted to compare two phones, but kept being pushed to the more expensive of the two. I had to bluntly ask for details after attempts to compare the two were ignored.

Very little information was provided throughout the process. Details on the phones, current deals, payment options, monthly billing. If I didn’t directly ask, little to nothing would have been provided. Due your research before arriving!

Digital security seems to be disregarded. Another customer was asked for their Apple password rather than to type it in. I was trading in a phone. Rather than reset it, I was asked to write down my passcode so it could be reset later. I reset the phone myself. This also led to no transfer process. If I hadn’t backed up my phone before, I would have lost data and media than I did.

I left the store with a stack of loose leaf papers for receipts and an opened box for the phone. The papers could have at lease been stapled.

The experience was less than desirable, but I ended up with the phone I...

I will never go to this store again. I bought a Google 3 back in July. It started giving me trouble not long after, not making connections properly, dropping calls and losing texts. After spending hours on the phone with Verizon tech (they were of no use), I tried taking it back to the store. Because it was ten days after the 30 day return window, they did nothing to help, inspite of the fact that I am paying insurance. They instead sent me back to Verizon tech. Another several hours with no help. So I went to the Eastview store who said since I was paying insurance and the phone was clearly defective, I could get an exchange for the same type of phone. Ok, so I get the new one. Same thing. Dropped calls, bad connections. The icing on the cake for all this is that I payed 900.00 for a phone that retailed back in July for 500.00. These days it's going for a little over 300.00. Shame on me for not doing my research. Shame on Penfield Verizon for selling me a phone at about a 90% mark up, then doing absolutely nothing to help. I'm disgusted with Verizon as a whole, for the poor customer service over the phone. But this store in particular is the last place I would ever go for...