Verizon — Local services in Watauga

It’s hard to believe but my account that I’ve had for many years was not accessible on-line due to a change of the primary email address associated with the account. I had multiple conversations with Verizon and signed multiple documents over the years, which should have updated the email but somehow there was always a glitch. I recently went into the Watauga, TX store to order a iPhone 13 since I couldn’t do it from my account on-line. I was told it would be delivered in one week. Two weeks went by and I called Verizon only to find out the order was cancelled because they had sent a confirmation to the old email address that I tried multiple times to update over the course of 10 years. At that point it had been over 10 years of incompetence on Verizon’s part being unable to fix the email glitch. My overall rating at Verizon would have been a 2 star for the email and other reasons, mainly during the prior visit to the Watauga store to purchase the new phone, I was cornered by their “business rep” who looked at my account and told me she’d save me money by changing the plan I was on. I received the next bill and it was $65.00 higher than the previous. I decided to quit Verizon and take the remaining three lines somewhere else but the only way to do that was to go back to the store. Two weeks ago, I went back into the Watauga store angry and I guess pretty aggressive. A gentleman named Miguel Almaguer listened to me rant and he was surprised by the issues I had. He looked into the account and got involved in trying to fix all of it. He started by changing the plan back to what I had, and he had the phone in stock that I was looking for. Most impressive was that over the course of the past two weeks, he has updated me by text about where he was at in getting the email issue fixed. He texted me four times with updates and links to sign a form. His last text yesterday told me they finally had it fixed. Miguel Almaguer is the reason for a 5 star review. It’s rare to encounter somebody in any business that will dig deep to make something right. He was exceptional in handling things and he is the reason I’ve stayed with Verizon. Thank...

First time I've ever been irritated / angry enough to leave a bad review for anything.

I don't know if it's a Verizon issue, or this store's issue, but I've had a couple problems with customer service at this location in particular.

One was awhile ago, I needed help installing and setting up my new Galaxy Note 6, and went in to the store hoping to get some aid from the employees, whose entire job, you'd think would be to know about phones. Or at the very least simple things like installing a sim card. Not only did they not know how to install it, they didn't seem to know anybody that could figure it out, or point me an any sort of direction to someone that could. I ended taking it to a phone repair shop and having them install it for me.

Fast forward a few months, I break my new phone. Oh well, it happens. I can't get a new one, but thankfully I have a old Note 3 that is in good condition, and works just fine. Since my new phone had been using a Nano Sim card, and the Note 3 uses a Micro Sim, I needed one of two things. For them to deactivate my old sim, and hand me a new micro sim card, compatible with my note 3. Or sell me a conversion tray, which I could just as easily find on amazon, but I needed my phone working that day. The employee I talked to told me that my sim, or an new sim they could give me wouldn't work in a Note 3, because verizon does not support that phone anymore. Which is a blatant lie, I am typing this review on my 4glte network, after taking care of the problem myself. So I don't know if they make commission on the phones they sell, anf the employee was trying to push me into getting a new phone, or if they were just ignorant and bad at their job. But I will definitely be looking for a new service provider in the future. One that is capable of preforming basic services and helping...

I took my teenage daughter to Verizon Store in Wautaga to upgrade her phone. We had a very upsetting experience. We dealt with this lady named Gloria, who told us the next upgrade was not until November, needless to say my daughter was disappointed not to get a new phone because her old phone was cracked and the camara did not work. She told my daughter " Next time check before you come." in a demeaning tone. looking at her with a very harsh and "smart" way. My daughter had teary eyes after finding out she was not going to upgrade her phone. Gloria said she had to go to to the back of the store to "make things better and try to fix what my daughter expected" and to give us a deal that did not sound like a deal. Gloria tried to sell us different stuff that we were not interested in and my daughter kept telling me we did not need the stuff that she was trying sell us. Gloria told my daughter not to shut her down before listening to the deal she was going to offer me. I told my daughter "callate" ( Spanish for shut up) and Gloria proceeded to tell my daughter "callate." I did not say anything because I was in shock. After we left my daughter said Gloria was a mean person looking at her with distaste and started crying in the car. My daughter said she did not want to put this lady in her place because she did not want me or her to cause a scene. Gloria had an attitude because we did not buy what we wanted her to buy. I called the store manager Mike and complained about this bad experience. He said that Gloria does not usually work here. Overall, horrible customer service and I will never bring my...