Verizon

If I could give a lower score, I would. Been a Verizon Wireless customer as long as they’ve been around. This location is the WORST. You are made to sign in for everything… even to purchase a screen protector when 3 employees… including Manager… are sitting at the front desk doing nothing except talking! Unbelievable.
Every visit here is a nightmare. I should know better but I live 5 minutes away. Some examples of my poor experiences:
— I was talked into taking Verizon’s internet access (prior to FIOS being in my area) and told I would receive a $ 200 gift card and had 30 days to cancel without a penalty. Decided against leaving Comcast within one week. Not only did I never receive my $ 200 gift card… was charged $ 100 early termination fee. Tried to fight it with the store and Customer Service and they would ‘t budge. I paid $ 100 and never even hooked the modem up.
— Came in to purchase a new cell phone for my husband at 8:00 PM. Checked in… several employees working (sitting/​talking/​on personal phone call)…only one couple was buying a phone when I walked in… Waited for an hour and a half. I kept being told that I was the next person. Finally had to walk out in disgust, with no phone, because so much of my time was wasted.
— Decided to place online order for same phone to be picked up in the South Plainfield store. I received a message that my order would be ready shortly. I waited two hours and went to store. I should have just been able to go in and pick up my purchase. Instead, after signing in yet again, I was told they never received the order from the website and they had to do the whole thing over again which took 45 minutes. This visit, at least, I was helped a kind, knowledgeable sales woman.
— This morning, came to store to return case I had purchased. Once again, store was empty aside from two customers already being helped but I was made to sign in. Had to wait 15 minutes before anyone would even look at me while I watched the Manager and other employees not doing much work at all. Finally received help and was told that it look like I was going to have to get a merchandise credit instead of the $ 113 going back to my credit card. I stated I don’t need a merchandise credit and want it back on my card. The salesman was able to figure out how to get the money back to my credit card eventually. Once again, walked out completely aggravated.
These are just a few experiences I’ve encountered with these people. I could go on and on. Someone in Corporate seriously needs to look at the way this store is run because it is embarrassing to the company. Terrible customer service, terrible attitudes, lack of professionalism, uninformed employees and an utter lack of urgency shown by Management are just a few concerns. I believe I could jump behind the counter and work more efficiently without knowing a thing about the place.
Highly dissatisfied. –5 STARS!

David (manager) is very accommodating and considerate. I was very pleased when he saved me an extra trip to the store. The customer service was excellent. Vivek was great as well! He set up my brand new phone with patience and even precision when laying down the screen protector for me.
David’s consideration was greatly appreciated. I hope that corporate and other customers recognize his hard work!

This is a lengthy story but I’ll try and keep it short. I’ll preface this by saying that I managed a cell phone store for 5 years so I have a good deal of knowledge of how things are supposed to work. I purchased a Samsung Galaxy S4 back in August and on Tuesday ¹¹⁄₁₂ the phone shut off mid use. All of the trouble shooting techniques I know did not solve the problem, the phone was in essence a $ 300 paperweight. I work crazy hours sometimes and last week was not able to call the Tech Support call center before they closed at 11 PM so I decided on Thursday ¹¹⁄₁₄ to stop in the store. First I dealt with a woman named Muphy who told me my problem was a known issue with the Android 4.3 update Samsung had recently sent out and that my phone was covered under the warranty and she could order me a new phone. Now, I know that Verizon tests all software updates (and adds things to them) before releasing them to customers so I didn’t really buy that it was Samsung’s fault, but hey whatever. When she said «new» phone I questioned whether it was a brand new phone or a refurbished phone. She told me she misspoke and that it would be a «Verizon Certified Like-​New Device.» I wasn’t happy about this since I’ve seen many times these refurbished phones don’t work properly and sometimes need to be replaced many times over. I know the policy is to send a refurbished phone, but I also wanted a brand new phone and knew I would never get one without asking. So I asked and we went back and forth a few times with her mostly responding with tired company lines, but after a few minutes I figured ok I tried place the order. She then tells me I’ll receive the phone in 5 business days which I was not happy with. I told her I’ve already been without a phone for 3 days and I’ve already paid this months service so a replacement should be provided much quicker. She told me I can pay for expedited shipping and it would be overnighted. I told her I shouldn’t have to pay more money to have the issue resolved in a timely manner. At this point she told me she’d get a manager. For the record, her service wasn’t one star terrible and I understand she only has so much power, what happened next is the reason for the rating.
Cassius, a manager came out, greeted me, and sat down. He stared at me and didn’t say anything. I had to go through the whole story with him again and throughout he didn’t answer me unless I asked him a direct yes or no question. He told me a new device wasn’t possible and I could have a refurb sent to me in 5 days. When I told him I’ve already been without a working phone for 3 days and thus unable to use service I’ve already paid for and do not want to wait what amounts to another week paying for something I can’t use he told me Verizon doesn’t see it that way. He said I could have always called Customer Service (no I couldn’t I got home from work after they closed both days and didn’t have a working cell phone to use) and therefore he could not verify if what I said was true. I know that’s «salesman code» for «you’re lying» and I was not happy about that at all. I told him to pull up the activity on the line to see when the last call or text was placed to verify it then and he said that wasn’t possible (it is, someone later did this for me). After much debate he finally agreed to waive the expedited shipping charge and told me I’d have the phone hopefully the next day but if not on Friday and that I’d receive an email with the tracking number. With that I left. I did not receive the phone Friday and therefore had to take a day off from work on Monday (lost a day’s pay) to wait for the phone. All along no tracking number had arrived. Finally, Monday afternoon I decided to give customer service a call to track down my phone. I was shocked to learn that NO ORDER HAD BEEN PLACED AND I’D HAVE TO START THE ORDER PROCESS ALL OVER AGAIN! The Rep on the phone was unwilling to honor the free overnight shipping because the account had not been notated and he «couldn’t verify that I was even there on Thursday.» Another subtle way of calling me a liar (frankly my experience with cust service was horrendous as well) and I could only pay for expedited shipping or wait 3 to 5 business days and my objections with paying for service I couldn’t use were met with, «the service works and you always have the option of buying a replacement phone off contract.» That’s $ 600 for the phone I was using, and why should I have to come out of pocket with any money to resolve an issue that was not my fault?
To make a long story short, I’ve been in contact with that store a couple of times since and have dealt with some more helpful people. Natasha, another manager, told me she would credit my account for the charges for the time I’ve been without a phone (though I’ve yet to see the credit and my confidence in what they tell me is not very high) and David, the head manager there, told me Cassius absolutely dropped the ball and I’ll be compensated for my

Had a software issue with my GS4 and went in for some help. Both customer service and technical support were very kind. Dan at the support desk was super helpful and I could not be more pleased with this experience, considering I was expecting them to make me buy a new phone and the warranty actually covered the problem.