Verizon Retail Store Warwick

For some reason Verizon stopped mailing me a bill, which wouldnt be a problem except that: «for security reasons» they also locked me out of my online account. I tried calling but without an account number you have no hope of doing anything. There is NO way to reach a person online. Tried to use chat help– electronic and useless! Tried emailing– no response. Tried calling tech help –on hold for 20 mins before I gave up. Keep in mind– all I am trying to do is PAY MY BILL! Went to Verizon Wireless store near me– Cant pay my bill there need to go to Warwick. In warwick, guy gives me my account number so I can go deal with a machine to pay my bill. Damn machine asks a thousand questions for me to PAY MY BILL! Is there a huge crime wave of people paying other peoples cable bills? The lady heard me yelling at the machine and came to help. She reviewed my account and said I have ²⁵⁄₂₅ internet which is about to stop so they can force people to pay more for faster internet that we dont need. So I need to upgrade my account which she assures me will be cheaper for. of course 2 years. She takes me to the guy at the counter who has no idea what she is talking about which means she was trying to trick me into a 2 year contract.

Plentiful staff
Forthcoming help
Explanation of options
Mary Beth was helpful from the start. I needed to replace an older wireless router and explained my situation. A free upgrade was available, while the N router (an above-​and-​beyond sort of option) was available for an incremental $ 79.95…but Mary Beth recommended I start with the free upgrade given my situation (that’s refreshing). She also willingly explained what I might expect for the future if I upgraded (and it was ‘explained,’ not ‘aggressively encouraged’). The same went for some other options to me, including upgrades in service, and money-​saving options (!).
There were four staff members on site for about four patrons when I walked in — when I left fifteen minutes later, there were about fourteen patrons for the same staff. However, this was on that quirkiest of Rhode Island holidays, Victory Day.
Some fellow customers were having some of the typical, crankier exchanges (my bill’s not right, I don’t understand this, etc.), but the staff were handling it all with patience and aplomb.
Verizon online help or phone customer service have usually been nothing but a bear-​down-​and-​hope-​for-​the-​best situation, usually ending in frustration… and the anchor of those experiences prevents me from getting too sunny about Verizon overall, or this particular review. However, maybe, possibly, Verizon is trying to up their game in their face to face customer centers. If so, I applaud. After all, the store was in a nice plaza, outfitted with shiny new equipment, and appropriately staffed — that’s at least meeting table stakes.
Three stars here for trying to pull the Verizon name out of where I normally put it (much lower on the scale), and five stars for Mary Beth and her cheery, knowledgeable, and efficient customer service.

Well it was bound to happen… a poor review. If you have read my reviews you will know that I am about customer service first, everything else second. So you should already see where this is going.
I was taught at my first job that the customer is always right, even when they weren’t. You may not agree with them, but you do what you have to do to make them at least satisfied.
I think the woman at the Verizon store missed that training class. I walked in with two of my kids mind you. Sure the place was clean and there was no wait cause we were the only ones in there. I told her that our remote broke and wanted a new one (we have done this in the past, with no issue). She told me it would be $ 10.00. I told her that we haven’t paid before and she said they change the policy. I was in disbelief and explained that we haven’t had to in the past.
Then the attitude and in front of my kids. She responded with a I think I would know because I work here… that ended it quick. I do not like poor customer service and especially attitude. Left the remote and told her I was going to call Cox Cable to see their rates.
She didn’t move, or say anything. She didn’t care, neither did the other employee. Sad. Guess they don’t care about customers, that to me is the biggest issue.
Bye Verizon, hello Cox Cable.