Verizon — Local services in Waltham

*Keep in mind that this isn't a standard Verizon store so there are some things they won't be able to help with. Call ahead to make sure before coming in! This is the location in the plaza with TJ Maxx. *

Ok now on to my tale... It's Tuesday evening. I have a solo trip planned to another state Thursday evening. I go to set my alarm for the morning and realize my screen, which has had dead pixels I was ignoring for months, has finally given up and I can't unlock my phone. Cue absolute panic. I make an appointment at this store for Wednesday after work. Tell the guy at the counter that I have a problem, don't know what I need to do to fix it but I absolutely need to figure something out tonight. He looks up my account and says: ok here's what we are going to do. Proceeds to just make it happen. Calls a nearby store to have them bring an updated version of my current phone right over so I can do a trade in. Explains all the charges, activation fee, sales tax, etc, how the billing cycle will take care of the phone cost, and makes sure I don't skimp on a case and charger this time.

While he is solving my urgent, self made emergency, he helps 4 other customers. Speaking Spanish with a couple who needed support navigating their phone, replacing a screen protector, answering a question about setting up voicemail, and calling customer service for someone having trouble with his business account. Totally calm and cool the whole time. I've worked a lot of fast paced jobs with multi tasking involved, including retail and 911 dispatching so when I tell you that's a rare and valuable ability I want you to take me seriously!

I walked in with a huge stressful problem and walked out without a huge stressful problem. What more can...

I am really disappointed with their customer services. I purchased a new phone a year ago and bought the screen protector with the phone. I was told that I if the screen protector cracks I can get another one by coming into the store at a discounted rate of $5. I know this is true because I had done this with my previous phone. I went into the store looking for a replacement and was told I had to go through the manufacturer. I explained that I previously was able to come to the store for a replacement and he told me that was when I purchased the phone through Verizon Freedom and they changed names. I asked if they had a record of my receipt and he said No. Therefore I had to pay full price for the screen protector because the manufacturer had no record. I ended up buying it and the rep called verizon I thought to help me with a deal but instead needed a code. He did not mention this and I had to wait 20 minutes as there were 11 people ahead of him. When he finally reached someone he needed a code for me to pay for the screen protector because the scanning code was not working. I was frustrated because he knew the code did not work when he was putting on the protector but waited till he was done to call. I should not have had to wait that long to buy it and if I did it should have been explained. To top it off I did not even get a receipt. He put the trash in the bag but no receipt. Very...

Absolutely was not helpful at all to us. Set up the new phone with a passcode, but never gave it to us (then denied they ever did) so we spent days with customer service trying to resolve that. Lied about how the billing would turn out with the promises of discounts that would be offered as a new customer coming over from a different provider who traded in their phone. Installed a bunch of JUNK that was never asked for that charges monthly (virus protection, some other lame subscription services), and was no help at all with our other inquiries. I am only giving 2 stars because the store was relatively full of customers from varying ages (senior to teen) and I witnessed them providing wonderful customer service to those individuals. The level of care and patience used in helping the little old lady access something that they didn't need to take the time out for was wonderful to watch. I just wish they had taken the time to adequately assist us and to ensure the promised discounts were set up. If it weren't for the awesome customer service people through the toll free number, this phone would be an...