Verizon

I had to go to a «corporate» store to pick up my upgrade on an ipone. I had notes on my account with explicate details for «corporate» to let me turn in my phone and get an ipone 6 with no questions asked. When I started to explain it to the employee, before I could finish my sentence, he said, «Well, that ain’t gonna happen». I asked him to look up my account and read it (assuming he could read) He asked for my phone, pulled it out of the case and said, «I gotta talk to my manager». He came back and told me it was «water damaged». The phone had already been approved for an upgrade. I said, «It’s not water damaged, it’s a stain that will wipe off». He rudely said, «We ain’t gonna upgrade this». It’s rare that I get so mad and frustrated that I practically start crying in public. I grabbed my phone and left. I called customer care and they read the notes on my file and told me they never should have treated me like that and overnighted me a new phone.
This store is one of the worst examples of customer service I’ve ever encountered. I’ve done some asking around and this seems to be the general consensus.
How can stores like this stay in business? Stay away from this store if you value your sanity.

Yesterday at 10AM upon opening, I walked in to this Verizon store with a phone I wanted to switch from «post paid» (my contract had just ended) to their pre-​paid plan. I was told it would take just a few minutes and I waited patiently. During this time they ran my credit card 3 times trying to get it set up.
By the 3^rd hour I was getting impatient and my baby was getting hungry. We had to leave my phone at the store while several associates and a manager tried to figure out why they couldn’t transfer it over. I had to go buy lunch (which I hadn’t planned on doing) for myself and my toddler.
Upon returning, my phone still wasn’t activated and I was told that I could take the phone home and they would get it sorted out and call me on my landline when it was up and running.
I did receive a call, however the associate told me that they were in contact with the regional operations manager and that person was looking in to it for me, and that it should be working sometime during the night.
I called the store when they opened again this morning because it is still not connected to a network. I spoke with the manager and she said that the regional operations manager was still working on it and she would call me back soon. It is 2.5 hours since our conversation this morning and I still haven’t heard back.
If there was a way to speak with someone higher up on this, I would appreciate it. I am leaving tonight on a 12 hour drive with my 2 young children and I need my phone to be working.

Poor customer service here and at Verizon overall. I dropped them in my cable service and now will drop them in cell service. My contract ends in 8 days so I wanted a new phone and upgrade my service. Since I buy the phone out right I can’t upgrade until Dec 8^th Just 9 days away but I must wait. HOW STUPID ARE THEY! So new phone and new service with ATT.

DO NOT GO HERE. They know nothing about the iPhone. Also, the accessory return policy is terrible. Prices are almost triple those on amazon & ebay. Save your time and money.

Excellent customer service! My husband and I went to get new iPhones about a month ago. We talked to Mike and he was able to save us money AND give us a free tablet. He was really friendly, thorough and helpful throughout the whole experience. Flash forward to the other day when I had to go back in to get a new phone because my month old phone was stolen. Once again, we were politely greeted and were able to talk to Mike again. We were really nervous that we would have to pay full price. Once again, Mike thought of alternative solutions and was able to get us another incredible deal. A couple other employees there were able to also save us $ 15 a mo for our home service. Overall they have the best customer service we’ve experienced. They also stayed even later than the store was open to accommodate us. I would absolutely recommend this store and definitely talk to Mike! He was a huge help and really friendly!

I had to run into Verizon to purchase a charger. I was on my break from work. When I told the lady what kind of phone I had she went and grabbed the charger from the back. Not even checking to see if the charger worked in my phone she was to busy gossiping and complaining. I now have to return that charger and go elsewhere to buy a charger.

The last time I checked the position of «greeter» is supposed to be filled by someone who is pleasant… The «greeter» was the most unpleasant, rude employee I have ever dealt with at this store. She was snippy, she spoke down to me and I watched her speak down to others.
The only reason why I am giving this store 4 stars is because I had Nick in Sales/​Service and he was AWESOME. I would have no problem requesting him the next time I go in because he was the most pleasant person to work with. He was extremely educated and wanted to get me the best deal. I really appreciated him taking his time to work with me.
As for the greeter… She is awful.

Good customer service that helped me develop a solution to my problem with alacrity and sans any sales pitches. A particular shoutout to April, who helped me with the problem of a bent charger connection on my Galaxy S4, laid out the cost-​benefit analysis and offered an elegant solution without pushing me to buy anything.

This is the worst Verizon store, do not go there for anything. Absolutely horrible service. The people that are giving it 4 stars must be relatives.
Home to see my 80 year old mother who has an appointment with a Verizon person (April) at 3p to better learn her Iphone.
Mother goes into store and is greeted by manager (Theresa) and is told April is gone but another person will help us. Unfortunately that person is with a customer. Now waiting 25 minutes and no help. Guess appointments dont matter
Approach the desk and yet another person says can I help you and we tell her we have been waiting for the other saleperson to help. She says, «well I will get you someone else». Wait another 10 minutes and still no help.
Approach desk and say this is unreasonable and last person says «well you know schedules change». On way out Theresa says where are we going and also says something about schedules.
Really, well us customers have schedules also.
If this is a corporate store, the Regional Manager should be fired for allowing this atrocious customer service and lack of professionalism to happen.
If this is a an authorized retailer store then Verizon should close it down for hurting their brand.
Dont go there.

They lie, mislead, and make promises they will not keep in order to get you to sign a contract. Then, after you sign, they are of no help. They completely lack ethics and are rude to anyone calling and needing help. This store is an absolute disgrace.

Well its good to know I am not the only one here who was absolutely disgusted by the way that the VZW store in Reading was run:
Background:
My girlfriend and I were visiting my parents in Reading for the weekend, when one morning she started complaining that her phone no longer was charging. Now of course, this phone, the iphone 4s, has fallen just outside of its warranty period, so we had to take the first step of calling VZW to see what we could do.
Her upgrade wasn’t until June, so we had about 6 months out from her «possible» early upgrade date which they «typically dont do unless they are about 3 months out» from the upgrade date. So I ask what our choices are, when I was informed about the Edge program + trade in. The lady on the phone was VERY helpful. She asked everything about the phone, and stated that we should get close to $ 200 for the phone because it is in great condition, with the only issue being that the battery doesn’t charge (apparently a common complaint among the 4s). All we would need to do is go to our local Corporate store, trade in the iphone, and purchase a new phone flat out. This means that our new phone would cost about 299, which was understandable, and just $ 100 more than what we would pay if we were due for an upgrade (because she wants the new iphone).
This was on a Sunday night, so the story continues Monday morning when off to the store we went.
The Store:
When I first walked in with my girlfriend, all kidding aside, we were instantly surrounded by 3, yes THREE, associates. One was talking to us about why we came in, while another stood right behind me, and a third kept interrupting the conversation to ask for our account information as he typed it on his ipad… wow.
We explained the situation, and even told us that the rep on the phone has documented everything that we talked about the previous night. He pulled up the account and essentially rehashed the entire story.
The young gentleman seemed to be having a rough day as he had a slight ‘i wish i wasn’t working right now’ attitude and a swagger about him that made you feel like he didn’t care to really help you unless you had zero complaints. We showed him the phone, and he immediately handed it back to us and told us that the phone was worthless.
uh…
He told us that the phone doesn’t turn on, and that they need to be able to turn on the phone and navigate through it. I told him about our situation and how the battery wouldn’t charge which means that it had died overnight. He was adamant on his stance and as if his halitosis wasn’t a barrage of bad news on its own, he wandered off to get the rather young female manager who worked at the store. Clearly she hadn’t taken a class on customer service, as she didn’t even bother to come over to talk to us even though I expressed my dissatisfaction with the situation.
The associate walked back to us with an iphone cord in hand, plugged it in, and proceeded to remind us that the phone wouldn’t charge … no #$% sherlock. that’s the reason I am here.
He then handed us an insurance claim card. I must say, I was surprised, heck I forgot that we had insurance on the line! Of course, handing me the card didn’t give him enough satisfaction, he had to proceed to tell me that «it’s murphy’s law that the phone died on a Sunday» … *knock knock* Verizon … time to push out more of those customer interaction trainings that your associates need to complete.
So now with card in hand, I ask what the damage would be to get the insurance claim. «180 dollars» … Not good. Not good at all. So again, I express discomfort over the whole situation… I see from the corner of my eye the dirty blonde haired manager looking our way … part of me wanted to speak up and say «uh yes, this is when you are supposed to come over here and convince me that you are looking out for my best interest, etc etc»… nothing.
«Ok well here is my dilemma. We just got ATT UVerse, and they told us that we get a big discount on phones and wireless plan. It would only cost 30 dollars a month on top of our uverse plan, plus we get a iphone 5. I feel like it would just make sense for me to drop this line and take up ATT on their offer»
Now comes the attitude from the associate. He proceeds to tell me that ATT wont treat us «any better» … (so wait, are you admitting that you are treating me like &*&?)… and that we would have to pay a disconnect fee
«ok what is the ETF?»…“159″
1. Pay 159, switch to att, pay less on my plan, get a new phone
2. Pay 180, be without a phone for a few days, get a refurb iphone, pay more for service.
Sorry VZW, you did nothing here to keep me as a customer. One line is now on ATT, and I am waiting for my upgrade date on the other line and adiós.
Instead of spending so much time pushing your 4GLTE coverage maps, retrain your employees … teach them what customer service is. And how proper dental hygiene can help customer comfort.

Waiting for over an hour. Horrible customer service.

I only go to this location very helpful and always friendly

It’s official; they suck. I agree — if I could give less than 1 star I wd have. I went to a place in CA this weekend in a shopping area way more crowded than this store and they managed to get to me immediately — because it was properly staffed. Walked in one night to Reading a cpl of weeks ago — left after being told it wd take 20 mins. At 8:00 at night? RU kidding me? Store sucks; company sucks. With them for one reason only — most of the other stores and companies are equally as bad. They’re selling phones, not giving away money. Don’t get it.

I’d go with zero stars if I could.
I went in the other night and learned that I had been given misinformation. The employee was rude and unhelpful and the manager was equally bad.
I called corporate and dealt with them instead. CORPORATE was even disappointed in these people, and even made a few calls to the store.
In the end, I was RIGHT. I got what I needed to get. Thanks for NOTHING, Verizon Reading.

Must I really write this? I can’t stand Verizon at this point… and the only reason why they still have my business is because I don’t want to pay for the cancellation!
I get NO service at my house (and considering I’ve been a customer for almost 10 years, this is quite random) Verizon’s response… «no one should of ever sold you a phone, you live in a dead spot.» and that’s my fault how?
Verizon techs are pretty nice, customer service (1 – 800 #) are pretty down right rude. This corporate store I go to, better off just calling the 1−800#) because when I get there, they don’t know what to do, and make me call while I’m in the store.
Ever since Verizon added 4G to their network, I’ve experienced nothing but problems. My 3G network won’t load (with full service, well at least that’s what my phone is telling me) and my texts and phone calls won’t go through.
All Verizon would offer me is a 2 year up-​grade (early) however I could not buy any 4G phone or the iPhone, and could upgrade to the most compatible phone to mine which was a Droid 3, that just came out about a week ago. and in my eyes would be nothing but problems since it’s so new on the market, oh and it would cost me $ 199 to upgrade.
Not to mention, the deductible and ridiculous fees to get a new re-​placement phone (even through warranty, they’re trying to charge me. awful!) and they have already sent me 2… same problems. I mean you don’t have too be a rocket scientist to figure out the service just sucks.
So its been about a month now that my «ticket» with tech has been open. I was told the technicians have to simulate the problem and figure out if additional towers need to be added to my town. I was also told someone would call me with 5 days with some results. Surprise, surprise, I got no phone call and when I called back, they told me my ticket was closed. I told them, that’s kinda funny, since I haven’t heard back from anyone. Their response, oh no, its still open, they’re still working on it, sorry. Well, I would like to say to them.
Thanks for making my only connection to the outside world miserable, and I will make sure I switch carriers once my two years is over, it’s been a long and unforgettable journey.

I went to this store today to make a quick purchase, but apparently they discourage that.
I just came in to buy a phone charger, and I already knew exactly what model I was looking for. I quickly found what I needed and wanted to pay. I saw several desks staffed by employees around the store so I asked the woman working the desk in the middle of the store where I should go to pay. She looked very put out, and told me (rudely) that I had to go back to the front and sign in with the girl there, and register at the computer kiosk, and after that they would call my name when it was my turn.
Now, if I were shopping for a new plan or needed help making a purchase of a new phone, I would expect to take a number and wait among all the other people who were there shopping for new phones or had complicated service issues.
However, I had my item in hand and I just wanted to pay. Really Verizon? There is no open register for customers who just want to make a quick purchase? I have to go through the whole business of signing in at the computer with my name and my account number and then wait for them to call my name just to buy a $ 20 item that I already have in my hand? That is just ridiculous.
I understand that some people need more extensive customer service and the computer registration system may be a good way to manage those folks with more complex issues, but PLEASE let your quick & easy customers just get in and out of the store! Luckily one of the counter guys saw me looking frustrated and asked if he could help… I said «I just want to buy something!» and showed him the item, and he let me check out quickly at his register, behind the rude customer-​service lady’s back.
It’s like going to the bank… if you are looking to open a new account or ask about getting a mortgage, you fully expect to wait to talk to someone who can help you. If you just want to make a 30 second transaction, there’s a different (and much faster) line for that! Going to the Verizon store to make a quick purchase of an accessory is like waiting behind 5 mortgage customers to withdraw 20 bucks at the bank. How annoying. Next time I will just order what I need online rather than deal with them.

My current opinion of the Reading Verizon store is that the humans they have working there have no actual control and might as well just be replaced by robots. Their primary function is to serve as bouncers to keep customers away from the manager — who, in the end, also has no control. My fiancé and I recently set up a family plan and were told that, even though *they* made a mistake when they set us up, they couldn’t change anything because it was already in they system. Apparently, they’re all bitches to the system. Scary.
The one specific detail I want to mention about the manager we dealt with was his complete lack of tact and social skills. We explained very clearly to him that our original reason for coming in was to consolidate bills and save money for our wedding. He then chose to explain that the reason my name and information was not actually added to our family plan was, «so that if you get divorced she won’t have any access to the account.»
WTF??! Divorce?!! Really dude? I think the thing your *supposed* to say to someone who just got engaged is ‘congratulations’.

I have had the pleasant experience to deal with this particular Verizon Wireless company store on a half-​dozen occasions. On each occasion, I was helped promptly and left having had my issue resolved. On rare occasions, the store is busy (no wonder considering their great service) and the wait can be up to ½ hour. They’ve installed an electronic queue machine at the front door which has helped any long waits considerably. Of particular mention are two employees there that have gone over and above to help: Jess and Angie (congrats on the new baby Angie!). Those two women are truly what customer service should be about. When you combine great coverage (that Verizon is known for) with awesome customer service, you’ve got a winner. You won’t go wrong stopping by Verizon Wireless in Reading.