Verizon — Local services in Westtown Township

Verizon Wireless Zone, West Chester PA – Vernon Ray, Technology Consultant, 03/17/25

• THE PROBLEMS: For the past 3 months, I noticed subtle changes in my smartphone - low battery, color inversion, increase in ‘incoming messages’. In the past 2 months, I visited Verizon Wireless stores 3 times and purchased a charger. No change in strength of the battery charge. In spite of 2 reviews of the color inversion over 1.5 hours, there was no change. Sunday night, verbal and visual alerts accelerated to every 15 minutes directing me to click on to ‘save the phone’. Alerts continued throughout the night. My first stop on Monday morning was Verizon Wireless store in West Chester with a 4.8 rating. Goal #1 – remove or diagnose the root problems. Goal #2 – upgrade my Samsung S9 smartphone to current device (to be determined).

• OUTCOME! It was like Christmas morning, thanks to Vernon Ray, Technology Consultant, a credible, experienced professional with exceptional technology expertise and the ability to create a positive customer experience. Vern’s integrity, respect for and attention to customer privacy and choice, and adaptability to effectively and accurately communicate the resolution so that I understood and didn't repeat the problem was impressive. In addition, he was adaptable while navigating a multi-dimensional problem with patience, focus, and attention to resolving the problems and developing a solution that met (my) customer’s needs and goals. Thank you, Vern. • PROBLEM RESOLUTION:  Vern resolved the color inversion problem within 10 minutes by clicking on the color settings button. He obviously knew the right button to push on the phone.  Vern patiently assessed the low battery and disruptive ‘incoming message’ alerts that were connected.  With each of the 50 alerts, the phone directed me to click on the button to clean viruses and junk files or the phone would ‘retire’. The phone heard, “I accept this virus”. Each of the 50 virus files needed to be manually removed line by line by Vern to recover any functionality.  The viruses and low battery strength were connected problems that required an upgrade to Samsung S25, 256GB with multiple security systems built into the device.  Vern carefully brought the offer together by combining my trade-in value with designated adjustments, and reviewed the detailed, documented outline with me as a reference and confirmation of our agreement. It was a relief to have a fully functioning, well-equipped phone and productive resolution through collaborative...

I recently went into this store a few months back just for simple questions regarding a phone cord and screen protector. The store and staff was very nice. My representative was Steve and was very helpful and informative. However not to his fault he was unable to resolve our issue due to the fact the we did not purchase the accessories at the store even though it was another verizon store. I stayed in contact periodically and steve kept me informed of new promotions that maybe myself of the members of my family plan would be interested in. A couple days ago my fiance and I went in to try and see what we could work out to get and upgrade. He informed me of great promo for a great phone (pixel 2) and also upgraded my fiance's iphone 6s to iPhone 7 both saving us money from our current phones. After we upgraded our phones he was very helpful in trying to discount any of the accessories we would need and we bought two screen protectors. After all this I was discussing everything with my Aunt who the account is under, she seemed like she wanted to take advantage of the pixel 2 promo. So we went in we were there for a little while trying to get up set up and upgrade from her LG G5. While we were there we were informed of a promo for the Ellipse tablet which she seemed to think was a good deal that we went ahead and also purchased. However the only downfall in the story is that after all of the upgrades and purchases we have just completed we unfortunately unable to receive a screen protector and charger at the discounted rate that steve was informed from his manager. We have to go back and purchase the screen protector at a later date. I would however recommend going to this store over others for any of your...

My husband and I were beyond impressed by the customer service we received from Justin to bundle our existing home internet with 2 new phone lines.

For the last 4 months, we were being ping-ponged between 1-800-VERIZON and various Verizon stores just to get our pin reset (we would have to go in store to a corporate location to pay our bill, and when we would ask them to help us, they’d tell us to call Customer Care, and Customer Care would tell us to go back to the store). On Tuesday, Justin tried in every way possible to get customer care on the phone to reset our pin so we wouldn’t have to travel during rush hour to the corporate store (Downingtown). To all our frustrations, we had to drive out to the corporate location, but at least this time they helped reset our pin.

When we got back to this store (West Chester), Justin had everything ready for us, but when he tried to enter into our account to set up our new phone lines, we saw that we were locked out for 24 hours. He tried again for over an hour to get the lock lifted. We left that night, dejected, but he promised he would hold onto our phones and be ready for us the next day.

When we came back on Wednesday, Justin and the other associates (Steven and Anthony), welcomed us and promised a better experience than the day before - which they MORE than delivered on! Justin patiently walked us through all the plans, perks and deals and gave us the maximum discounts possible. Everyone engaged with us in great conversation and had us leaving much happier than the night before.

Justin really worked hard for us, and as long as the staff is like this, they will have us as...