Verizon — Local services in Warren Township

First and foremost, Heather, the associate working tonight deserves every commendation, raise, bonus, promotion that exist with this location/district. This is a long survey response because I had a unique situation but that is the most important point. Not only did she solve an issue that I had been dealing with for 4 days, but I had the opportunity (due to the issue I had being an extensive fix time, not the fault of Heather but the fault of my device) to watch her interact with multiple other customers with respect, professionalism, personalized touch, and knowledge. If she could not solve someone's issue or answer a question she immediately researched to find the solution or answer. Please do everything you can to keep her, she is a true asset to your business.

As far as my personal issue, I had a phone that was cracked and the display was rendered 70% non visible, but the touchscreen worked. I spent a total of 10 hours over the phone with Verizon, asurion, their repair centers, Apple help, and Samsung and not a single person could help me, I also went in person to not only the asurion repair centers, but also 3 Verizon locations. Not one person even attempted to find a creative solution to my issue. Heather took the time to not only find a solution, but also stayed late to make sure it was completely solved and made positive conversation throughout the time I was there (total of almost 4 hours). Heather knew the systems enough to work with my old phone and my new phone to be able to navigate the broken display while not being able to see it! She was the only person in the last 4 days and around 15 people I spoke to who cared enough and was knowledgeable enough to find a solution. She was able to recover and transfer files, photos, etc that were absolutely irreplaceable. Things that were related to family members who have passed and sensitive personal files. I am incredibly grateful and if I need anything else, or need to buy products, or if I can refer anyone else to a Verizon, she is the reason I would come back here and refer people here. I cannot say enough how wonderful she was.

I want to also compliment how she never gave up, even when things weren't working at first or we needed to continue on to plan B, or Plan F, or Plan Z. Whether my phone started dying, or when the wire wasn't working, she didn't even hint at me leaving without a solution. She was patient, persistent, not at all pushy or discouraged.

I also want to mention I witnessed a customer come in and right off the bat was rude, short, dismissive, and condescending towards Heather. Regardless of this Heather was consistent in her patience and willingness to help. This customer did not want to hear any solution Heather had to offer, the customer started essentially demanding Heather provide her with a reason that there was something wrong with her phone, still without allowing Heather to try to fix it. Eventually Heather was able to get through to the customer and the customer allowed Hetaher to fix the phone, within moments it was fixed and back to the customer, the customer did not even thank Heather. Just walked out. Heather was so incredibly professional i domt think i could have done the same if i was in her shoes.

Heather, if you read this I am incredibly grateful for everything you did, you went above and beyond for me and everyone who I saw you interact...

Ever since they opened, they've been my "go-to" for anything Verizon. Granted, I do live only 2 minutes away (seriously, it's 2 minutes...roughly a Beach Boys song from door to door) anyway, but I wouldn't go there if it was at all a headache. I'm quite happy with them. My only issue, and why it's not a 5-star rating- is more so for TCC the company its self. To give a quick novella as to the problem I had, it was due to the whole NOTE 7 issue. Seemed neither stores (North Wildwood where I bought the phone and Warren where I returned it) were well versed in the issue with the Note7. Either way, I was able to return it without ANY problems, re-stocking fee was waved and the woman, who was new i believe, was awesome. They all are awesome, especially for being a younger sales force. After expressing my concerns to TCC about the seemingly lack of communication, they legitimately seemed interested in my concerns and helping to fix the issue (if there actually was an issue). Not gonna lie, when I first got the phone, the sales manager talked to me about TCC and their whole plan, I was alittle nervous that a middle-man was getting involved between Verizon & the public meaninglessly and that it would provide nothing but headaches. Thankfully I was wrong. They actually seem like a company who cares about the service they're providing and the public. I had just called to see if they have the new Note7's yet but sadly they haven't been given any restocking date but I don't blame that on TCC, from this whole exploding battery fiasco, Samsung has been good with taking responsibility but they haven't been good with communicating to their suppliers about their plans. I could just as easily call around to other stores and most likely will find one, including Verizon's online store, but I really like having a company like TCC available who is willing to actually listen if there's a problem and work on fixing it.

I also have to give a shout-out to someone who works at one of these stores, who early early this year helped me out with buying his used cell phone since my upgrade wasn't due yet and my Galaxy S5 was a P.O.S that broke the weekend of the major snow storm. To make the long story short, I needed a phone BADLY and the guy was willing to sacrifice a sale to help me out. Hope this doesn't get him in trouble. But honestly, that was one of the First experiences I had with them and now they have a lifetime supporter. Whether it's me, my wife or anyone else, I'll always recommend them.

*Ahhh Screw it! I changed it to 5-stars anyway considering how good of a group they are. Of all the frustrations some corporations can be with the lack of customer service, I have to give this store and TCC...

Following recent issues with none of my three phones connecting to the 5G network, I contacted Verizon support. They informed me that all three phones required the latest 5G SIM card. Two weeks ago, I visited the Warren, NJ store and was fortunate to be assisted by Hailey, who was incredibly helpful. She upgraded my SIM card and tested it successfully before I left. However, Hailey also informed me that the SIM card she used was the last one in stock and recommended I return the following week to have the other two phones on my account updated.

My wife visited the store the following week, and was assisted by Ben who was hesitant to assist her with the SIM card upgrade. My wife called me from the location and I spoke with Ben over the phone and explained that Verizon support specifically instructed us to replace the SIM cards. Only then did he comply with our request.

Furthermore, Verizon support also advised that the store could help my wife set up her voicemail. Once again, Ben was reluctant to do so. While he attempted to set it up, upon arriving home, we discovered it had not been done correctly. We then contacted Ben to inform him of the issue, but he claimed to have done his best and directed us to call 611 for further assistance. When I questioned and challenged his suggestion, he abruptly hung up on me. I called the store back twice, but he refused to answer my calls.

Within five minutes of the call ending, I arrived at the store in person and requested Ben provide me with contact information for his direct manager and the store owner. Initially, he denied there was a manager or owner, then claimed they would be upset if I contacted them directly. Despite refusing to provide phone numbers, he finally offered Rydell Casale's (the District Manager - Clinton, NJ) email address. I then emailed Rydell to make him aware of my experience at the Warren store.

Throughout this entire interaction, Ben displayed a complete lack of professionalism and customer service. He refused to take accountability for his shortcomings, showed no empathy for the situation, and ultimately hung up on a Verizon customer.

The next morning Rydell called me to discuss the situation and he was even more rude and disrespectful than Ben, if that's even possible. He immediately came to Ben's defense and wanted to control and dictate the conversation and took absolutely no accountability. I told Rydell that I now know where Ben gets his attitude towards customers from and that the "Fish stinks from the head". Verizon and the store owner Robin should seriously take inventory on the people who represent their business and brand. I will be reaching out to Verizon Corporate to bring this to...