Verizon

I beg to disagree with the negativism of the other reviewers. I think the reviewers are misplacing their ire towards Verizon. While I entirely agree that Verizon should be doomed if it continues to mechanically take advantage of its customers by blatantly focusing foremost on profits rather than on the customers’ good will (from which profits flow), I know from (too much) experience that the Ithaca store is staffed by highly competent individuals who really are focused on providing customers with the best possible resolutions to their problems.
Just tonight I was there again (fourth time in four months), because some Verizon jerk in Seattle had screwed up my request to add my son’s account to my family plan. The jerk simply added my son’s bill to my bill, with no discount for a family plan. (I was floored when I saw the monthly bill jump by well more than $ 100.) But, knowing from experience that visiting the Ithaca store is far more effective than trying to work with Verizon online or on the phone, I simply stopped by the store. Yeah, it took a while, but everything got straightened out, even better than I had hoped.
My opinion is that, yes, Verizon had better get its act together, but given that Verizon most definitely does not yet have its act together (not much time left! other providers are looking really good by comparison!), we in Ithaca who are tied into Verizon should be thankful of having a store with very competent staff. It’s not their choice that the store is understaffed. Dump on Verizon, not on the Ithaca store

In general, the employees have been helpful and friendly. No real complaints there. Wait times can be long, but that depends on where you go.
The real problems are with their policies and their managers. They sold me a defective glass screen protector (which didn’t even cover the entire screen) and as soon as I noticed (less than 30 minutes after purchase), I tried to return it. The manager refused to do so, saying once the protector was applied, it couldn’t be returned. How are you supposed to know if the protector fits BEFORE it’s applied to the screen? Of course, stores can stick to their return policies, but the manager was completely unsympathetic and unhelpful. Instead of being understanding and apologetic about what is obviously a flawed product, she tried to convince me I was wrong for wanting a something that actually works. Whatever the return policy, that’s just bad customer service. Why make a loyal Verizon customer feel defensive and foolish?
I had much better interactions with customer service reps on the phone. Avoid the store if at all possible.

I think they’re under staffed cos the wait was really really looooooooog! We had to wait 30min to get someone to talk to us… We spent an hour and half in the store eventually…

Nick was extremely helpful in helping me decide which phone to purchase. As a long time iPhone user, I was apprehensive about the switch, but Nick patiently walked me through the available smartphones. After deciding on the HTC1 he transferred my info and arranged my data plan for me. I left the store happy and satisfied. Nick is the best!

Their service is TERRIBLE. There is one lady, she won’t care to speak one more word other than «I don’t know.». Is this what we should get from Oligopoly? I hope other companies can do better than Verizon so that they can get a sense about how to train their service people to retain their loyal customers and to attract new customers. Although I have a switching cost to transfer but I will convince EVERYONE who’s starting a new plan NOT to enroll with Verizon ITHACA. By the way, the online chat specialists are very helpful.

Be prepared for a long wait when you go… in order to get some face time, you need to sign in first (I guess the computers in the middle of the store are for this but I didn’t try them). One of the employees can also take your name down. Then, let the countdown begin… I like to bring a book, newspaper, etc with me because it might be a long wait.
Employees work hard and seem to be endlessly working with a customer. Yay for Nick and Zack (?)! I think those are their names… very helpful and to the point.
The managers, on the other hand, seem to be in the back doing paperwork or something… When I did see/​interact with a manager, he was not really helpful, and seemed like he would rather be «in the back.»
They took care of my needs, though it took two visits and a few hours of my time (mostly waiting for other customers to be taken care of). Luckily, I spent them reading and enjoying the air conditioning so it was no big deal.