Diamond Wireless

This place was horrible! Robert Keesee is the store manager and the one who sold us our phones. He was rude and gave us the wrong information. It was is not a true Verizon store. After we bought our phones and got home we realized they had charged us for the Mobile protection plan (insurance), without asking us first. Robert Keesee that sold us our phones told us we could break our contract by sending in our old phones, and that are phones look like they are in good condition even with the crack. We later found out they had to be in perfect condition (which one of ours had a crack), and if not there will be a charge of $ 350/​phone. Luckily we didn’t return the phones yet and went to a true Verizon store and got the correct information. We were advised to go back to where got our phones and return them. When we went back Robert Keesee was there the next day and was VERY rude. He charged me $ 30.00 for the Iphone 6s headphones it comes with because I opened them, $ 20.00 for my screen protector, and we had to pay a restocking fee. I was looking on Amazon and you can get the same headphones for $ 3.88. I lost so much money…

Worst customer service ever. I had to call their corporate number to cancel my phone protection plan. I was put on hold for more than 30 minutes and it hung up before I even had a chance to speak with anyone. I called again and after another long wait finally got through to someone… only to be transferred and put on hold yet again. I hung up after 20 minutes and tried again throughout the day. It’s almost 2 in the afternoon and I’ve been attempting to speak with someone since 8 this morning. I’m even on hold now as I type this.

We went in tonight to talk about our plan since we have been looking into other carriers since our Verizon bill is extremely high. Rich started helping us and was as nice as we could have expected from this kiosk which we have never had a pleasant experience at. Rich was helping us with our concerns and LOVELY MIKE chimed in… we were explaining how sprint and t-​mobile would buy us out, we get Verizon has the best coverage and the fastest network… but we live and work in the metro area… we are not heavy travelers and basic coverage is all we need. ANYWAYS back to Mike… I have never been treated so poorly EVER in my entire life. My sister and I were both servers for years and understand the customer service industry. Mike barged in over poor Rich and told us we would NOT find a better deal anywhere else. We told him we just came from sprint and T-​mobile and both were much more affordable for the everything plans. He then proceeded to barge in a few minutes later telling us we were WRONG and the T-​mobile plan was not unlimited they were lying to us… Mike then went on to tell us that we were going to be back because he told us so… we then just said we just want to go over our bill so we knew what our final bill would be… MIKE then said I DON’T CARE WHAT YOU DO!!! Bottom line Mike was screaming at my sister and I and in the middle of the mall trying to get his point across… and get this he is the MANAGER! It blows my mind how this man is even allowed to work in public, he is degrading and obnoxious. He must suffer from little man syndrome but he was the biggest A** Hole ever!!! There is nothing I can say that was good about this place, except poor RIch who probably gets harassed every day by Mike!!! I will be calling whoever is above Mike tomorrow to have a talk with them on why he is allowed to work and harass people… blew my mind. Because of Mike we have already started the process of canceling our Verizon account. And I will be back with my husband to show Mike he was wrong about everything he was telling us, including our Verizon account which he clearly knows nothing about either. STAY AWAY… the Verizon store across the street is much better.

These people are pushy, misleading, and condescending. When you tell them that you don’t want something they get angry and lower the price. I’m not here for the games I just want to get my stuff and go. They used to be nicer but sneaky no less. Go to a real verizon store.

If I had known this kiosk was not an actual Verizon store, I would have not done business with them — very misleading, more expensive, and poor customer service. If you are going to buy an iPhone, save yourself $$$ and get better service by going to the Apple Store instead.
Insurance through these guys is $ 240 for 2 years… Apple Care is only $ 99. If you have a broken phone, replacement through theses guys is $ 170 for a 4s which is an old phone and only $ 49 through Apple. When I went to the kiosk for help with a broken phone, I was told to call an 800 number (kind of hard to do with a broken phone so I asked if I could use their phone at the kiosk). After getting passed around and put on hold for 30 minutes, the call was finally concluded with a message that stated «sorry, but we are now closed. It is 5pm… Call back Monday at 9am». During that 30 minutes that I was bounced around from operator to operator. I had an operator at Diamond Wireless Protection Plan who said I needed a 5 digit password to access my account. She patched me directly in with Verizon who said there is no such password and also could not find this Verizon Diamond Wireless kiosk location in her computer as a Verizon dealer? Finally the Verizon customer service rep asked to speak with someone in the kiosk so she could get this issue resolved… After trying to resolve this entire issue on my own and being ignored by the reps in the kiosk, I finally got someone to help me when I told them that Verizon needed to speak to them. The kiosk rep got the correct info from the Verizon rep about no such password being needed and called back Diamond Verizon Wireless and sat on hold for about 5 – 10 minutes and that’s when we got disconnected with the closed message.
It’s Saturday night, the earliest that I will be able to get a phone now is Tuesday, Jan 1^st. That means if I want to go out on New Year’s Eve, which is on Monday and find my friends, I will have to try to do it without a phone. If I had gotten my phone through Apple, I would have paid less, would not had this frustration and I would be be writing a 5 star Unilocal review on my new iPhone right now :(