Verizon

My phone was not working so I went to Verizon to get help. Cristal was my representative and she cleaned out the port on my Samsung S4 and was able to get it working. She told me that she could get me into a Samsung S7 and a tablet for the same amount of money I was paying for my current plan. I thought she was kidding, but she was serious. I wanted her to throw in some Beats Studio wireless headphones for good measure, but that would have been an even bigger miracle… lol. I told my girlfriend about it and she came in and got a new IPad and upgraded her IPhone. Cristal and Steve transferred all of our information and helped us pick out cases and covers for the new phones and tablets. Nick the manager came over to say Hi as well. Great experience and I highly recommend this store. Very good customer services. I even received an email from Aaron the general manager a day later… Go to Verizon. DROID!!! is what I like and they will even help you with IPhone if you have not seen the DROID!!! Light.

Steve was amazing he new I had to get to my job and he rushed to help me transfer all my contacts and Sim card to my new phone. Got me a case and screen protector. Reset my new phone. And was friendly the whole time! he was amazing and did it all in under 10 minutes

contacted the district manager and he took care of me. feel like I am now a valued customers again

Santa Cruz CA Verizon data service is causing me pain due to data capacity overload. The worst example is the 41^st Avenue area around the shopping mall. It is throughout the day, everyday, you can count on it. During late afternoon the area around Shoppers Corner grocery store is overloaded every weekday.
In my travels around the San Francisco and Monterey Bay areas I have had my streaming music interrupted so often that I bought an iPhone with 128GB of memory and filled it up with all my music so I don’t get frustrated with streaming interruptions. Then I cut my data plan in half.
Verizon does have good signal coverage generally but that means very little due to the data capacity overloads.

I want to thank Brianna who is a Solutions Specialist — and that is a good description. Brianna is friendly, helpful, and knowledgeable! I had a complex situation and she was patient and helpful in working thru the details.
I would HIGHLY recommend her if you are thinking of Verizon for your carrier. Then again, I don’t want her to get too busy– haha! The Capitola store is friendly and helpful as a whole.
Thanks, Brianna.

I like the people that work at the store. I never had a problem with anyone at the store, expect that they are associated with a totally incompetent Verizon corporation. What MORONS AND CROOKS VERIZON IS! They have consistently over charged me. Literally ever month for a YEAR I had to spend hours calling customer service to straighten bill problems where I was over charged and accessed late fees. Every time it was the same problem. The Verizon payment processing center always misapplied my payment to someone else’s account! Every MONTH the bill was wrong and EVERY MONTH I had to spend 2 to 3 hours on the phone getting the problem fixed. Today Verizon SHUT OFF MY PHONE! The only way to turn it back on is to payment over $ 200!!! AND I never missed a payment!

I went in on a whim, tired after work. I was told there was a 28 minute wait, but I wasn’t in a hurry so I decided to look around while I waited. After maybe ten minutes, I was told that it was my turn. Anne helped answer the questions I had about an early upgrade and changing my contract to a payment plan. She gave me all my options and seemed to know all about their products and services. I made my choice and she made the transition to a new phone quick and easy. After having had difficulties with other Verizon locations in the recent past, my experience yesterday restored my faith in the company. Thanks Anne!!! I am a happy customer.

Dealing with any cellular company is a bit like having to go to the Proctologist.
You know it is gonna be a pain in the butt… but you have to do anyway.
Same as dealing with this Verizon store.
Never seem to have enough staff… and I’d like to blame it entirely on management at the store… but in truth having overheard many customers dealing with the staff… I think the problem might just be the customers each take so darn long to resolve their issue it slows the process down.
Once helped the staff has always been efficient and helpful.
Now if only they could get more clerks.

I hate dealing with Verizon especially when it comes to setting up new phones, so walking in on a Friday night at 6pm I had no expectations. We were greeted immediately by Annie and asked about our needs.
She was very clear with all her explanations and examples for what might work for us. I was expecting to have a bunch of numbers thrown at me and she wrote down and showed us all our different plans we could choose that would save us money. She even pointed out the items (Cases, accessories etc.) that were on sale.
After breaking down a payment plan for us and giving us all our options in writing we purchased 2 iPhone 5s’ and added them to our family plan. Within minutes she sat us down at ‘the round table’ and had us activating and registering our new phones.
Because there was 4 of us (the 2 phones were for our 2 teenagers) she had Joey come over to the round table and help with the setting up and instructing for our teens who had a few questions.
We had their undivided attention for set up and beginning instruction in a well lit, clean and comfortable environment. From start to finish our visit was no longer than 60 minutes and we walked out with 4 huge smiles.
Joey and Annie represent Verizon with 5 star professionalism! I can’t believe I waited so long to come in!

Went in last week to change phones. They told me to chose a Verizon compatible phone and come back, but there would be a penalty for changing phones (per the contract). So I got the phone I wanted to change to, went back in and Dustin showed me how to switch the phones myself. I went home and did so. It took 2 phone calls. The first call, the gentleman who answered told me the phone I got was not a Verizon phone. We hung up and I looked around the phone settings, and it said Verizon (the man on the phone said all Verizon phones have the Verizon logo, but my own phone does not, and it works). So I called back and told Tyrone what I thought was misinformation. He agreed, and we got the phone working. Thank you, Dustin in Capitola, and Tyrone online! Getting contacts and photos switched? Forget it!

Joey Alva is the best Verizon rep ever! This store has everything, and you can actually play around on all of the devices. Joey took the time to make sure we got exactly what we were looking for. My husband and I walked out very happy. Thanks Joey!

I went to this store about a week ago to get a new phone. Let’s face it – I was an easy sell that day with a broken phone and an available upgrade. The only positive about this experience though was that I only waited about 7 minutes for somebody to help me.
Not knowing what kind of phone I wanted, I asked the sale’s representative for his recommendation. He steered me toward the Droid Turbo. After deciding on that, I asked if they had it in blue. He looked in the counter directly under the phone and found only orange and black. When I asked if he could check another store, he told me that they had «the largest inventory around and another store wouldn’t have it.» After asking if he could check anyway, he miraculously found not one, but TWO in their own back stockroom. Was it so hard to check the system in the first place?
Onto the plans. He said that the plan I currently had was inadequate for what I was using it for as far as data went, and said that I could probably save myself money. Great. But I would like to point out that at no point did he ask for my billing password, last 4 digits of my social security number, or sign anything about changing any part of my plan. I asked the simple question of what the advantage of having Edge over a 2-​year contract with me and he could only tell me that they were basically the same price, but you’re paying for the phone over 2 years. When I asked what the advantage would be if I wanted to pay for the phone upfront, he just kept telling me that overall it would be the same price, and worse yet, he told me that I was the only customer that he explained this to that didn’t understand (though the woman next to me was having the same discussion with another salesman). How insulting. About that time I told him «You know what? No thank you.» and I walked out.
I would discover at the store down the road (Diamond Wireless, a Verizon Wireless Premium Retailer) that the original sales representative that I walked away from not only changed my plan without my consent, but also had me set up for a hefty first bill for not backdating the plan in which he changed. Funny thing was is that I wasn’t the only customer in that store that had just walked out of this store that I’m reviewing.
Long story short – drive less than a mile down the road to Diamond Wireless or even the mall kiosk. Anything to avoid this abomination of customer service.

Love the new look of this store! Although I live closer to the Westgate store, I always choose to shop the Capitola store. The wait times are so much less. Friendly, knowlegable, helpful staff. On my visit there today, Todd helped my mother and I with saving money on our bills and getting us a great deal on a tablet! He is a wealth of knowledge! We are very happy!

Oof, the customer service at this store was atrocious. I’m still mad at myself for not getting the name of the person that I spoke to yesterday. I walked in to replace a broken phone that was due for an upgrade anyway. Let’s face it– I was an easy sale since I was planning on walking out with something purchased.
The man that I spoke with recommended the Droid Turbo. When I asked if they had the blue one, he looked in one drawer, didn’t see it and said no. When I asked if another store in the area might have one, he said «probably not since we have the largest inventory around.» After about a 30 second pause, he told me that he guessed he could at least check. Turns out, they had 2 in their back room inventory. Was that so difficult to look?
Okay, so moving on to the plans. He told me that we seemed to be paying too much for our plan and mentioned another one that he thought we could benefit from. Okay, something to look into. And then he launched into Verizon Edge. When I asked what the difference was between the contract, all he could explain to me was that they were basically the same price but that I would be paying for the phone over the course of two years instead of upfront. He kept writing numbers down on some slip of paper that the store provides the employees to attempt to make sense of things. Another customer next to me seemed to share in my confusion of the slip and what the benefits of the plan were of the Edge program.
I asked several questions regarding what if I paid for the phone up front, what if the phone is defective – basically what are the advantages and he wasn’t able to explain it in a clear manner and instead told me that I was the only customer he had talked to that was unable to understand it. How insulting. At that point he continued on talking about insurance of the phone and other things that I tuned out by then. I stopped him, told him, «you know what? No thank you.» and walked out.
I went down the street to another store, only to find out that the previous employee that I had just spoken to had changed my plan without a) asking for my billing password and b) without my consent. As I was talking with this new employee, another customer walked into the store and I overheard he talking about how she had just come from the other store and how rude they were to her regarding her questions of the Edge program, so it seemed to be a common theme. Both myself and the other customer were set up with new plans and new phones at this store. (The store next to the mall). I was not belittled nor chastised for my questions. I also walked out with a phone that seemed to better suit what i was looking for.
I would absolutely NOT recommend this store to anyone. Heck, I’d rather wait for an hour at a kiosk before considering going back to this store. Poor customer service and lazy employees.

Joey Alva was terrific. I went to upgrade my phone and transfer data. He was patient, cheerful, amazingly competent.
Others in the store also seemed cheerful, busy and competent. An excellent experience.

Re: the review from Eh W. in San Jose:
This does not happen only at your local store. My partner and I were served by a very charismatic and sweet-​seeming salesman in El Cerrito who similarly convinced us to change our plan and get «free» ipads and have a reduced bill to boot. All false. When the bill came there were many charges that were not what we’d been promised. And just like you, we were told it would cost $ 170 per phone to un-​do the deal. We had to come in twice to dispute the charges. Fortunately the guy we dealt with was not such a liar as Yoni and did all he could to get charges removed. But we are still paying more than before they sold us that bag of goods.
I believe (and after reading your review, I STRONGLY believe) that Verizon intentionly trains people to lie and offer «free» things that they are subsequently charged for. (How about the «free phone» with each new 2 year contract, which always costs at least $ 50 out the door?) Verizon is the most unscrupulous business I have ever dealt with in terms of cheating customers. There should be a class-​action suit. If it were not for the fact that the account belongs to my partner (and I get a good deal from her) I would have left Verizon long ago.

Buyer Beware — Nothing is free.
My wife simply wanted to upgrade to a Samsung S5 smartphone. We walked into the Santa Cruz store and were making up our minds between the Samsung and an LG G3. The salesperson told us to get the LG, because «Verizon was throwing in a tablet for FREE». In the end, that offer clinched the deal, even though we already had a tablet at home. We rang up our purchases and left.
When the bill arrived, I noticed the new tablet had its own cell number. I returned to the store and found out Verizon had added the tablet to our account, as a two-​year contract — total = $ 240! As we had quite enough cellphones and laptops with wi-​fi, I tried to get them to drop the tablet from our data plan, and was told there would be an enormous re-​stocking fee and serious financial consequences for dropping the service. I wish to state I have been a Verizon customer for 15 years, and they do offer the best coverage around, but the bait-​n-​switch tactic, with the possibility of being billed nearly $ 300 if I tried to back out of the FREE TABLET «contract» will make me continually vomit a little in my mouth for the next two years…
We bought a Honda Fit this year, and the agreements we made at the dealer were far clearer and understandable than anything we saw at Verizon the day we ‘upgraded’.

I was shocked to find out that Verizon wanted to charge me $ 30 for me to buy a new phone, not for the new phone, but just for the privilege to buy one. I refused to pay it and even getting the store manager to apply the «waved fee» was a joke. Worst customer service ever.

Ludicrous. Atrocious non customer service just now when I went in. The man Melvin said there were 8 people ahead of me. Of course he said I can not use their bathroom. There were 5 other employees standing at the door talking to him. Huh and I did not see 8 customers waiting. I asked if he could look up how long I’ve had my cell since he said if I’ve had it longer than one year it is not under warranty and I’d have to pay to get it fixed for the problem I’m having. He said no I have to wait to «get help» ummm that is not help. It will take all of 10 seconds to look that up. So I ask an employee at a desk who has a computer. He says no. I could have just called customer service before I came in. WOW! He even is smiling a smurk. Finds it funny I am frustrated. He says I too have to wait to «be helped» that is NOT WHY I CAME IN.
SO I decide to look up my verizon account online… I can see how long I’ve had my cell. turn on wi-​fi and it does not turn on. I ask the first employee walking by «do you have wi-​fi in here?» he says he doesn’t know. huh?!? rushes past me. and the first guy Melvin says again I have «to wait to be helped» OK I WAS VERY ANGRY THEN. I SAID «I HAVE TO WAIT TO BE HELPED TO FIND OUT IF YOU HAVE WI-​FI? I PAY $ 83 DOLLARS PER MONTH AND IT’S HELPING ME TO TELL ME IF YOU HAVE WI-​FI? I HAVE TO WAIT FOR 8 PEOPLE TO BE HELPED FIRST TO FIND OUT IF YOU HAVE WI-​FI?» HE SAYS TO PUSH WI-​FI ON IN A CONDESCENDING MANNER. OMG. I SAID I KNOW HOW TO PUSH WI-​FI AND I DID WHICH DID NOTHING. HENCE THE REASON I ASKED «DO YOU HAVE WI-​FI?»
Wow. And I told him they have him and 5 other employees doing nothing but talking to each other. And him? Just standing at the open door with air coming in. He was being 100% passive aggressive.
I will be calling a manager tomorrow and letting them know what happened.
And I hope the manager cares. I did not wait. Did not find out when I got my phone of course nor if they have wi-​fi in the store. or why my cell is loose in the charge port… which is my original question.
**I GOT MY VERIZON CELL FROM THE KIOSK IN THE MALL BY THE FOUNTAIN. WHICH WAS A VERY PERSONAL AND PLEASANT EXPERIENCE. I’D RECOMMEND PEOPLE GO THERE.

GREAT EXPERIENCE
I drove through the afternoon traffic to go to this Verizon store yesterday and I was so glad I did!
I was taking my husband in to get a new phone for his birthday and considering one for myself. We were greeted warmly by the greeter as soon as we entered and told that we were next in line. We weren’t even in the store 5 minutes before our salesman, Todd, approached us. My husband was trying to decide between two phones and Todd was very informative, going over the pros and cons of each. Once hubby had picked out a phone, we wandered over to the accessory wall to pick out a case. He had seen one at another store that wasn’t on the wall and mentioned what the packaging looked like. Todd went into the back room and came back moments later with the exact case we had been looking for!
After hubby had been taken care of, Todd took a look at our phone plan and found a way for us to save $ 50 a month — good news for me, since I’m the one who pays the bill! We happily re-​upped our contract and I decided to get a phone for myself also. When I chose the 49ers case for it, Todd looked happily surprised and then gave me a high-​5!
I then asked about getting a speaker for my phone, as I am part of group that dances outside and there have been times we have been without music. Todd showed us an amazing speaker, asked me what kind of music I liked, proceeded to find it, put it on, and dance for us! Who could resist that? I bought the speaker too!
As we were leaving, my husband, who has been a salesman himself for many years, turned to me and said, «Todd is a GREAT salesman.» I agree.
Such a good experience — it’s so nice to be happy with your phone carrier! I highly highly recommend this store — and ask for Todd! (If you look at the speakers, he might even dance for you!)