Verizon Wireless

Wasted so much time going into this store. Why not convey all relevant info in one trip to the store?
Visit 1: broken phone, told I am eligible for early upgrade, back up phone on my own and return to get new phone. She was very nice and trying to be helpful.
Visit 2: now told I am not eligible for early upgrade because I have a broken phone. Even though this was communicated on the first visit. Very nice man told me to bring in an old device and reactivate it.
Visit 3: bring in old device. Incredibly rude agent told me I could not activate it because it wasn’t originally a verizon device. When I asked why he got defensive and said I’m not wrong, I know my job. Okay dude. Did not offer any other solution or suggest I buy a new phone. So now I will buy a new phone on a new service plan that wants to assist customers.

I wanted to get my internet/​phone/​TV service switched from Virginia to DC. After going through the long series of recorded options, I finally got a real person. Problem is, she didn’t know what she was doing. She was polite and apologetic but put me on a ‘brief hold’ nine times! The holds generally lasted from 10 to 20 minutes while she checked with her supervisor. She told me my contract began on 2÷5÷15, which was not possible. I asked for her supervisor, but she did not connect me. She finally figured out that my contract actually began in 2013. After almost two hours accomplishing nothing, I was disconnected. I called back and the office was closed!
This is also a very expensive service. I currently pay $ 190, a huge increase from when I signed up (although I do have many premium channels). As soon as my contract is up, I will say goodbye forever to Verizon.

Verizon was supposed to send me a survey about my experience at this store I think but I didn’t receive anything. I wanted to leave a review somewhere though while the experience is fresh — so I guess this is a good place to do it!
I really just wanted to give a shout out to Terrance, who was so helpful and friendly. I had lost my previous smartphone and after desperately trying to find it for weeks, caved and came into this store for a replacement. He explained to me very clearly the crappy situation I was in (I didn’t have insurance and had to buy out my old phone), and was very patient with my questions and honest about the options I had. There were no attempts at upselling or pressuring me to buy more, a situation that unfortunately seems to happen a lot in stores like this. He was also very attentive and seemed interested in helping me solve the problem.
Contrast this with some of the other Verizon Wireless stores in the area, where I have walked in and stood around for 15 minutes like an idiot trying to find someone to help me and being ignored. OR getting someone to talk to you and they seem disinterested and annoyed to have to explain details about how a plan works or lay out various options. I was genuinely surprised at this location to be helped so quickly and thoroughly. Thank you Terrance!
If I have another phone issue I will most likely be going out of my way to come to this location instead of suffering through a torturous, time-​consuming and unproductive visit to the one in Alexandria.

In the last few weeks I visited the Union Station store for assistance with a new phone for myself and a phone for a family member. I can’t say enough nice things about the people and the service at this store. I was greeted immediately, the information I needed was accurate, the phones I wanted were in stock and the sales person was patient and very knowledgeable. He even helped me find a box to ship my purchase. Since I was typically running in on my lunch hour, the time spent in the store was important to me. Given the trains and many commuters, Union Station is very busy, but I can recommend this store to any Verizon or future Verizon customer.

I went in to Verizon Wireless Union Station today on my lunch break with the intent of purchasing a brand new phone & service. I’d hope that the sales associate Dia would be available to assist me with my buy. However, Dia was not onsite at the time. After waiting 10 minuets with NO GREET, NO ACKNOWLEDGEMENT & NO CUSTOMER SEVICE I decided to ask the gentleman standing at the iPhone kiosk for a bit of advice. I told him that I have been in the store for nearly 15 minutes and no one has asked me if I needed any assistance. He was only in the store researching phones, and suggested that I pay a visit to AT&T… The coverage is the same, he informed me & if I purchase and iPhone AT&T has gives you other added advantages.
Just as I was about to exit without bringing this piss poor customer service to the managers attention, I turn to my left and notice Dia walking out from the back. It was such a relief to see the person that I originally hoped would/​could help me with my purchase. I told her before I make a purchase I needed to speak with the manager… I apprised her on the situation at hand.
The manager Ivan came to greet me. Now, «typically», when a potential client asks for the manager they «HOPE» to get some kind of resolution. However, that did not happen in my case. I told Ivan that Dia is excluded from the foolishness going on in his store. I made him aware that I was in the store for almost 20 minutes and NO ONE (sans Dia) has even acknowledged my presence in the store… He didn’t apologize, well, he did but it was really an APOLOLIE! Ivan, then had the GALL to ask me whether or not I had signed in!!!
I saw red an my blood began to boil!!! I said with attitude and disgust, NO, I DID NOT SIGN IN! And I am not going to sign in when you have all of your employees congregating on the front of the store on their cell phones!!! DID HE REALLY JUST ASK ME THAT??? I was dumbfounded! I said, I shouldn’t have to sign in. You mean to tell me that after 20 minutes NO ONE in the store noticed that I was standing around waiting to be assisted???
After that I told Ivan that I really wanted a phone today & I came to see Dia, who was now on shift, but after all of his gum bumping all I had to tell him was, «that I am going to see what AT&T has to offer first and it would be in the best interest of the store for the sales associates to be more cognizant of their surroundings! UGH!!! AND I STILL NEED A PHONE!!!
Ivan, next time instead of trying to shift the blame on the customer, accept responsibility and try to assuage my/​customers needs by coming up with a resolution and make them feel valued… UNIMPRESSED!!! They only get 2 stars because I like DIA’s CS SKills…

Why does Verizon Wireless have such terrible customer service? When an employee takes their phone out to text while working with a customer tells me they do not need my service. So rude and un-​helpful. Clearly I am coming into the store to get help that I can not do online. But they continue to tell me to do it online.
Oh and becareful of FRAUD here.

This company is turning into a joke. I live in the Dupont neighborhood, and for some reason all they offer here is DSL internet service. They assured me it would meet my needs, but it’s so bad that I can’t use my Apple TV or Roku, can’t work from home, and when I’m home I switch my phone off of wifi because it actually works better that way (see related headache with the cell phone side of the business below). I’ve tried switching routers, resetting the router/​modem a million times, moving the router around the apartment — nothing works.
If that wasn’t bad enough, trying to get someone to help you, or to issue a credit on your bill, is a complete nightmare. If you’re lucky enough to find your way to a line where a representative will actually answer your call «in the order it was received», 90% of the time you speak to someone who says they can’t help you — then they transfer you, and 5 minutes later the call gets disconnected. This happens to me all the time, especially when I am calling about a credit that they said they would issue but never did.
I also had Verizon Wireless as my cell phone provider for a long time, and when I upgraded to the iPhone 6, my bills suddenly tripled. When I looked into it, I discovered that when I was at home, my new iPhone was automatically going to LTE and bypassing the wifi network because the Verizon wifi connection was so weak. When I called Verizon Wireless to explain that I exceeded my data usage only because the new phone has some new feature that allows it to automatically toggle between wifi and LTE depending on the strength of the signal, they told me that there’s nothing they could do about my $ 300 phone bill and that I’d have to call Verizon Internet. When I called Verizon Internet, they said I had to speak with Verizon Wireless because that’s who had been charging me. They just spun me in circles and never resolved the issue, so I finally agreed to pay a $ 350 early termination fee and switch over to T-​Mobile. And now I’m shopping around to get off of their internet and never do business with them again.

Great store. I went in there yesterday to get a new phone and Dia helped me with everything I needed.

They did it again. Made us spend 1.5 hours on the phone, transferred us to customer service and then hung up on us.

If you can avoid getting Verizon FIOS — AVOID IT! If you cannnot or just want to tive them a chance, avoid getting automatic email bills!
I received my e-​bill around a month ago and tried several times to launch the bill via my internet browser. But, the bill failed to appear and Verizon said they were having some «difficulties.» I thought I’d get another notice — and did not. Went overseas during the holidays and when I returned paid my bill by the mail and also received a call the same day saying my bill was past due. Of course, there was no option to speak to a rep and I pushed #2 to say I have put my bill in the mail. Then at 3 am in the morning today my internet service was suspended. I called at 5 am and of course there were no live service reps so I guess I’ll have to wait until 8 or 9 am to call. You would think that a company this large and profitable would: 1. Be able to get their IT system right and not cut off service to someone who called up to say she had paid her bill and 2 have service reps available 24 hours just like the catalogs to help people — pay their bills!
But, no…
Who will be my next internet provider??? Definitly not Verizon FIOS. Can’t wait to get out of my 2-​year-​sign-​your-​life-​away-​contract

Eniola gave us fantastic customer service!

While I was at work, my phone randomly died and wouldn’t turn back on, so I stopped in and had the pleasure of watching a representative, on her phone, search the internet for how to troubleshoot my phone. After about 12 seconds, she gave up and referred me to someone else who, having not even touched my phone, told me my options were to buy a new phone… or buy a new phone. He tried to convince me to switch to a more expensive plan too (fun fact: he was looking at my account info at the time and I’m not the primary account holder, so he should have noticed that he was 100% wasting his breath). He wasn’t particularly nice about it either — he got very condescending in trying to tell me the oh-​so-​many-​reasons why the more expensive plan would be better for my lifestyle. So I left. It was a waste of time, especially considering that afterward, I went home, ran through the troubleshooting myself, and had my phone up and running in less time than I spent in-​store. It’s working perfectly again. It’s nice to know that the customer service experts here are more concerned about sales than about making a genuine effort to address customer issues.
Side note: the second rep also told me that Verizon no longer employs technicians who would have the ability to fix my phone or at least tell me why/​how it broke — at this location or any others. He later mentioned that I could have had it sent to a technician if I had bought a warranty. Then, just for fun, I did a little search and found multiple job openings for the exact kind of technician he claimed that Verzion no longer employs. Congrats, Verizion, your super honest employee found the quickest way to alienate me from your store.

This location is excellent!!! Ivan, the assistant store manager gave me quick and very helpful service. Also, I left an item at the store and he had it shipped UPS overnight delivery. Really appreciated it.

I set up my Verizon Internet last week. However it did not work. I called them and they said they’d send a technician out between a 4 hour window. I skipped work to be home– they did not show. I rescheduled for a couple days later– I just got a call to confirm they were not showing up again. They lady on the phone however was very confident they’d show up on the third appointment, late next week. I realize there are only 2 Internet options for most of DC, and it’s not like comcast has great customer service, but it’d be nice if they even pretended to put minimal effort in to resolving issues.

This is my first review I’ve ever written and I am extremely disappointed by the lack of customer service I received from Verizon. When the new iphone 5 came out, I ordered it the first day possible. I then had to cancel my contract with my previous carrier (which we all know costs a pretty penny), to then transfer my service. I got the shared data plan so I would be able to put my cell phone, my mother’s cell phone, and my ipad all on the same plan. My ipad was currently already through verizon, but on the month to month plan.
First of all, I was charged $ 35 activation fee for both my new phone and my ipad (which technically was already under verizon). I was never informed of this fee, but luckily after some phone calls I did get partial credit added to my account.
The thing that angers me the most is that immediately upon receiving my 16 GB phone I realized that the 32GB would better suit my needs. I called Verizon customer service and was told that I could open it, try it, and if I still decided I wanted the 32GB model, I had up to 14 days to exchange it. After using it for a week, I called Verizon once again and was told they were sold out and the phones were back ordered. For this reason I had two choices. I could pay the FULL price of a new phone $ 700+ immediately, then wait several weeks to receive the phone. At that point once I sent my used one back in I would then get not a refund, but a $ 700 credit on my account. Or I could just wait until they were in the stores and buy one at full price and sell the one I have. As a brand new customer to Verizon, and a person who had been with my previous carrier for SIX years, I am definitely not impressed. If this is the type of service I signed up for for the next two years, then it might be worth it for me to just cancel my service and go back to a company that I know will take care of me.

This store is worth the extra trouble that it takes to get to.
The staff is very helpful (l was only buying an accessory, so I was helped immediately).
The only downside is its location (2^nd floor Union Station, NW DC). Parking is difficult to find unless you pay $ 7+ to park in the Union Station garage (that’s for 0−1hr).
Location is the reason it got 4 stars instead of 5.

I had the best customer service I’ve had in a very long time at this Verizon location yesterday. My iPhone 4 had been stolen during dinner the previous evening and I wasn’t in a very good place as I arrived at the store to get a replacement. However I was greeted instantly by not one, but two very enthusiastic and helpful employees. I didn’t have to enter a queue or wait any time at all before Edwin and (I believe) Nicole were assisting me.
When I explained what happened, Edwin offered to make sure my phone was properly registered on the lost/​stolen list and both employees were incredibly supportive. In order to avoid paying the full retail price, I had to have a line added to the family plan I’m on and then switch the iPhone off of that line to my new number and tie a phone without a required data plan to the new line. Nicole had no problem doing this and when I couldn’t get the correct serial number off of the Razr I intended to put on the new line, she found a phone in the equipment history that would work instead. My sister was also upgrading her phone to an iPhone from a Droid, and we were able to complete both transactions with the same employee at the same time.
As the icing on the cake, Nicole put screen covers on both phones and did so PERFECTLY… absolutely no bubbles or weird spots! She set up or email accounts and verified that everything was working as it should be. After all the stress of having my phone stolen, this experience helped to restore a bit of my faith in humanity. Thanks, Verizon!

Due to a silly scheduling error on my part I had 2.5 hours to kill at Union Station. I popped into the Verizon store to see what was new. It had been a while since I upgraded so I went for it. I can’t say how thrilled I was not to have to deal with this at the Verizon store on the UWS where I usually go – and usually spend three hours or more.
First of all, it’s great to have a Verizon store in this place where undoubtedly many people have time to kill, or have last minute telecommunications needs.
The woman who helped me was super nice and really went above and beyond in terms of helpfulness!
I wish I caught her name because she was just fantastic and really made my day with her efficiency and helpfulness during this normally frustrating transaction.
if you have any Verizon-​related business, do it en route to or from Washington, DC!
The only reason I’m not giving 5 stars is because some of the other staff members were unclear about the costs of the devices.

I received wonderful service at this Verizon Wireless outlet today.
I had to abandon them as a carrier when I was replacing my phone as I have begun to travel more overseas and need to be able to get e-​mail on my phone etc. My fiancé was left with our «family» plan, which still had my name on the account.
They folks at the store got us strait about the sequence of tasks to complete to attain our goals of: transferring ownership of the account to her, getting credit for the previous time in a contract with them and buying a new phone.
In less than 15 minutes, we has all of the above accomplished, her new phone was working and we were on our way to a movie.
Additional bonuses:
*the store is in Union Station — Metro. Amtrak and Greyhound accessible
*they have separate customer service and technical service desks if you have problems with your phone or plan
*you can pay your bill outside the store at an ATM like machine