Verizon — Local services in Truckee

I visited the Victra Verizon store in Truckee, CA to gain insight into a problem concerning connectivity issues with a phone purchased at the store a few months prior. The customer service representative simply stated that since supplemental insurance had not been purchased for the phone, there was "nothing they could do" and he seemed insistent that the phone must have incurred damage (which it had not) and that the only option was to visit an iFix-it type store for repair. No suggestion was made to reach out to Verizon tech support and no mention was made about the phone being covered under the 1-year limited warranty. I had to research into all the possible reasons for the problem myself and decided to call into Verizon tech support. That tech call lasted 2+hrs, and the agent ran the phone through every tech-check and multiple reboots before reaching the conclusion that the phone was malfunctioning and would indeed be covered under the limited warranty for replacement.

This is not the first poor experience I've had with our local Verizon store over the past 4 years. The first incident happened during the in-store setup of a hotspot device. From the outset, the device would search and drop connection repeatedly and would not fully support the network usage for a computer. Despite the issue presenting itself while still in-store (they claimed it was the concrete of the building messing up the signal) we attempted to use the device at home. After a few months of unstable connection issues, frequent attempts to reset the device, and several trips back to the store, we gave up on the hope of it ever working. On a separate occasion, when purchasing a new tablet, the representatives had pulled a device from an open box and sent us home with a charging cord that was not issued by the manufacturer and would not fit into the charging port. When we alerted the representatives of this issue, they denied it and would not offer or exchange for the correct charging cord. When purchasing the phone I have currently, store representatives had proved incapable of honoring a promotional upgrade. The phone ordered through the promotion was canceled for an unknown reason by another representative and I was not notified. When I later inquired as to the order status and requested a re-order, they at first refused to extend the promotional discount for the purchase of the phone. When I insisted to have the regional manager look into the situation, she assured me the phone upgrade would be extended and the discount applied to the following months bill. It took several calls into Verizon customer service for the billing issue to be resolved.

I do not intend to ever go back or purchase anything from this store in the future. It will be well-worth making the trip to...

Ask me if I would go spend an hour at a Verizon store during my holiday to have my phone working for the trip to take pictures and communicate with friends coming to meet me and I would say yes. Ask me if I would go and spend an 1 hour in a Verizon store and expect at least some progress towards a solution I would say yes. Ask me if I think you would ever get any customer service or progress towards a solution at this location and I would say NO. If you think you will receive any type of customer service at this Verizon location unless you are going to give them a sale with commission you are joking with yourself. This is not a well run store I would have rather spent my holiday with no phone and no photos then have to go back into this branch. I had my brand new 3 week old pixel phone crash on me and took it into the store to see if I could get any answers or at least begin the process to replacing the phone. There was only one person running the shop and it took at least 30 minutes before they could even speak with me. They weren't able to replace my phone as it wasn't a corporate location (I understand that I guess) when the phone crashed they called into the insurance company and just gave me the phone to talk with the rep they had me walk through everything over the phone with the insurance company and they wanted to send me a certified replacement phone since it was under warranty. The whole time I was working with the Verizon representative he was on his personal devices texting. As soon as another customer walked into the shop and they dropped everything they were doing with me to help them instead. When I needed the wi-fi password as directed by the rep on the phone to back up my phone before resetting it the in store rep working brushed me off say it was basically...

CORRECTION: I just tried to switch carries today and I was told that I owe for a phone that I was told was FREE!! YES, I was misled by BRANDON AND SKYLER.

They told me the promotion was a free phone, Google Pixel to be exact. FAST FORWARD to last month, as I'm attempting to leave Verizon, they tell me I have an outstanding bill for a phone. What are you talking about?? My phone came with the sign up. NOPE. WRONG. YOU'VE been paying on that phone each month... You still owe $400.

Verizon will not remove the fee or do anything about it. The representative helping me told me I signed, whether or not I was verbally told otherwise by your Verizon employee and I have to pay!!

Thanks a lot for lying and holding to it Verizon. Any one reading this should try VISIBLE INSTEAD. IT'S $25 A MONTH... THAT'S IT! I WAS PAYING $117 EVERY month with lame VERIZON.

DO YOURSELF A FAVOR AND SKIP VERIZON in Truckee, Ca. You'll be mislead. Steer clear of Skyler the liar and Brandon the initiater.

Here's my happy original review when I first got the phone:

I absolutely love the gentlemen that work at this Truckee location. I was given patience and options and when it wasn't working for me they made it happen. Brandon was assisting me along with Skyler. They both went BEYOND what you may expect and I am more than pleased with my experience and outcome! They need to be recognized. Thank you for everything. #1 Verizon location in...