Verizon

The absolute worst Verizon store I have ever been too. I’ve had three separate experiences all three have been poor at best.
They use a tablet /​ipad system to «check in» people. They missed me when I came in and I waited 45 minutes before someone finally asked if I was being helped. They then put my name down and I waited 15 more minutes to speak to someone for about two minutes.
Every time I have gone in the staff is too busy trying to use and figure out their tablets to give quality customer service. I will not be going back, and I will spread the word so nobody that I know will either.

I know what needs to be wiped out and reloaded! The people who work here.
The first time I went in to troubleshoot my power cord, a super-​snotty woman told me my wait would be three hours. Three hours! And the store wasn’t busy. So I bought a new cord somewhere else. I thought stores liked money but apparently not these guys.
I managed to avoid the place for a year, then I broke the screen on my Iphone and needed to get my new Iphone turned on. I called and spoke to a woman who talked over me the entire time (I’m guessing it was the woman I had spoken to a year prior). I asked if I could get an appointment. They don’t make appointments on Friday afternoon, when people really need them. That makes sense, right? So I went in. A short redheaded guy with a beard and a name tag that read «Manager» refused to give me any direction on how to transfer my info over. «Icloud will do it all. Just plug it in.»
This morning I spent two hours on the phone with the national Verizon helpline and Apple trying to get it done. Though there was only one other customer in the store who was being waited on by someone else, the «manager» couldn’t be bothered to walk me through the process, with my phone right there in his hand. So unhelpful. So snotty. So un-​Iowa.
Guess I have to go all the way to Ankeny or DM for service.

Everything for my account was set up and all I had to do was sign the contract. 45 min wait. Worst costumer service ever. They couldn’t take 5 seconds to allow me to sign something.

This was one of the most uncomfortable and inappropriate experiences I have had from sales and service perspective. My wife and I went into this location to take a look at some of the upgrade options. Two of the phones we wanted to review were not turned on, nor would be our entire visit. The concierge connected us with a sales representative. We told her what we wanted to look at. Her response was a flat out «No.» We did not want to look at that phone. She then showed us the phones «we wanted to look at». She provided very little assistance in answering my questions regarding specifications on certain devices.
When I expressed my interest in trading an upgrade with someone else on our account, she told me that would be impossible. She said we could not transfer anything else, and then pushed Verizon’s new «Edge» plan on my wife and I. When I said that we had just spoke with someone about it, she completely ignored it and continued talking about how the new «Edge» service would be replacing our ability to transfer upgrades. She also preceded to try and get my wife to upgrade her phone when she had told the rep more than once that it wasn’t necessary. Her upgrade would available in only a month’s time.
The greatest issue besides the lying and refusing to show us what we wanted to see was the issue of «illegal activity». When I showed her I couldn’t use the «Edge» plan– this plan allows you to trade phones in good shape for another and pay for them on a monthly basis instead of a high one-​time cost– she said she had an idea but she could «lose her job» so be careful with it. She said since my phone was not in good shape, to switch it with someone who did have a good phone, come in and ask for her, say it’s mine, and then do the Edge plan. (I cannot stress enough how I simply did NOT want that plan). Then the person with my bad phone can come in with their standard upgrade to get a better phone from her. Keep in mind, she did not bother to check to see if this person even wanted a new phone. They were not there and are completely satisfied with the phone as of right now.
I do not like to be subjected to possible fraudulent activity. I am not sure if she was simply playing up her sale to be controversial, or if she thought my wife and I were moral-​bending people. Either way, it was uncalled for. She told us her name, which I will refrain since I plan to make a personal complaint to the company, but this outlet has no use for me anymore. There are plenty of other places that Verizon has that have helped us without pulling us into a corner and looking over their shoulder to try and sell.

My wife and I purchased new iPhone’s and were served quickly and courteously. In and out in under an hour for our first smart phones having switched from a US Cellular business account with my previous employer.
The very next day my car stalled in a major intersection. As I pushed my car out of morning traffic unbeknownst to me my new phone fell out of my pocket and was subsequently driven over multiple times. I had it for 12 hours. My number hadn’t even ported over from US Cellular yet.
Luckily, we purchased insurance. Unfortunately, the insurance company gave me the runaround and closed my claim saying I hadn’t used my phone, therefore they didn’t need to insure it. I had used my phone, but not to call since my number hadn’t been ported. Insurance didn’t care since they only know how to handle rules and paperwork instead of real life situations.
I went into the Verizon store and expressed my frustration and my rather unfortunate yet unique situation. The store manager personally called his contacts at the insurance company, and his boss of Verizon Iowa. After two hours fighting for me, he managed some creative work arounds with Verizon. I walked out with a new iPhone and was charged by Verizon only the cost of the deductible the insurance would have charged. Didn’t have to wait for a new phone, didn’t have to return my broken one. In fact, I got a free charger out of the deal and a credit for my «recycled» phone.
This was a testament to dealing with a human being face-​to-​face rather than the impersonal run around over a phone. The insurance i purchased and will continue to purchase with my plan let me down, but Verizon worked with my situation and got a new phone in my pocket, which I’m not so sure would have happened had I purchased this from an Apple store or even another provider. So glad I went to get new iPhones from this Verizon store.