Verizon — Local services in West Long Branch

Can someone please tell me why it took 3 visits to Verizon lasting over 9 hours to be signed up. I spent 4 hours on my first visit to the Long Branch store, I have no idea why. The salesperson was new but still very helpful. But, still, I spent 4 hours there on my first visit alone. I signed up for an internet and mobile package. I was told to come back when my 2 new phones arrived which I did 2 days later. This time I was there for 3 hours while they tried to figure out why my wife's cell was not being accepted into your system. We were sent home and told the phone would be activated by 3pm. It was not. I again returned to the store for the 2nd time that day and spent yet another 2 hours. Apparently, the person on the other end of the line finally realized what the problem was.

I have never seen a more classic situation of the left hand not knowing what the right hand was doing. When we were finally done I was sent on my way with the parting comment “you'll be back again next week”. Not a reassuring comment to give to a new customer that has been inconvenienced for 9 hours.

The installations went fine and the service is beyond my expectations but your customer service is less than desirable. When I returned the last time to get the managers name so I could include her on this review she flat out refused to give it to me. This was the same manager who, at no time, offered to intervene to lend assistance to her sales rep who was obviously having difficulty.

I suggest that management listen to those recordings you always tell us about. You could have sign up 10 customers over a 9 hours period. This review will be copied to Verizon Customer Service and...

I want to share my experience with a sales associate named Gerard today. There was an incredibly frustrating issue I was experiencing with trade in value on an old phone that was not being honored by the online sales/customer service team, despite me having a receipt of the transaction & terms. The in-store sales associate, Gerard, was incredibly helpful throughout this process with me. Not only did he handle multiple customers at the same time as all this was unfolding, but his advocacy on my behalf was truly remarkable. After an hour on the phone with a representative I was hung up on. No resolution or explanation as to why they will not honor the trade in value I had documentation for. I walked over to Gerard and told him what happened. Without hesitation Gerard called the customer support line back on my behalf and demanded they rectify this situation with me immediately. His unwavering positive attitude and assurance that he would get this sorted out for me turned what would have been the worst customer service experiences of my life, into an overwhelming positive. It is not an exaggeration to say this associate is the sole reason today I will continue my service with Verizon. I truly hope Gerard’s actions do not go unnoticed, and that he be uplifted as the gold standard of customer service. It is also my hope that management and upper management of this store & region recognize what an incredible asset he is to your business. Thank you...

Not enough praise could ever be bestowed upon Dean DePalma. I was at the store a while back but never had the chance to sit down and write a review. Although he is now at another store in Manalapan his excellent service Is still on my mind. Bottom line: My husband and I walked out with two Xphones and a hefty contract But...... it was impossible to resist Deans charm and professionalism. He went out of his way to accommodate us, filtering through our history with Verizon, plans, deals, accessories, add-ons, extra equipment...... you name it, Dean worked it out. He even found me a pink glittery case. Lol. He spent an inordinate amount of time with us. He is such a doll that I went back to bring him a coffee and he had been transferred. I was so sad. Dean is a major asset to Verizon and I can see him going far. He is smart, calm, and helpful. It was a very good experience and we love our phones. when it’s time for an upgrade I/we will go out of our way to find Dean. Sincerely, Sherry & Jan Sotnikoff Ocean Grove, NJ PS: This is not a...