Verizon

Went to the Hanover store to up grade my phone and go over my plan with the three phones. Total BS wear mask and told me the earliest appointment only for in-store shopping is late Monday four days from today. The web site said in-store shopping. They told me no, on line only for their safety. Total BS way of doing business

I’ve been a Verizon wireless customer since 2003. I have 5 lines of unlimited service. I’ve never once had a good experience with the Hanover location. Tonight was the last straw. One of the female associates made an appointment Thursday on her Verizon tablet scheduled for 7pm tonight, Saturday, for my wife and mother-in-law. This was the store policy due to covid. Yesterday morning, my wife received a text from Verizon, confirming the appointment made for her by the sales associate for tonight at 7pm. My wife and mother-in-law showed up to the Verizon store at 6:45pm for her appointment. The woman who made the appointment was seated, reading, and when said that she was there for her appointment, the sales associate said, “We close at 7”. The sales associate was the woman who made the appointment! She never even got up off her chair. She just kept saying, “We close at 7”. No apology, no acknowledgement of any mistake. Nothing. Just attitude and implying my wife was lying and it was her mistake, despite the text confirming the appointment. They sent my wife and mother-in-law away and closed early.nnAs a result, I have contacted Verizon to let them know we will be switching carriers and it is entirely due to the Hanover Verizon store and the absolutely atrocious customer service. Specifically, from that sales associate. The reason is every time I have had to deal with that store, I have dealt with associates that either were incompetent, dishonest or gave the impression that the customers were inconveniencing them. I’ve only had dealings with the Hanover store a handful of times over the last 18 years, but the one constant has been a disappointment experience. That store is the reason I am leaving Verizon. If Verizon is okay with that store representing them and is okay with treating its customers like that, I will take my business elsewhere.

One of the best mobile carrier services that I have experienced.

Update (about a week after my original review).nSince my original review, I have read a number of other reviews from other customers. And I thought maybe it was just me in the Hanover store and associate was just having a bad day. But wow, it seems like maybe this is a trend.nTo make this worse, I called Verizon to follow up on a previous sale from December.nMy bill was supposed to go up about $6 or $7 a month. After 4 months the incentives never kicked in in my bill is more like $30 increased per month. After a few phone calls back-and-forth I was finally told that there was no such promotion when I purchase the new phone. After an hour of back-and-forth, I ask them if they did in fact record the phone calls like they say at the beginning of the conversation. I told them to go listen to the recording. I was told it would take 7 To 10 days for them to review the recordings and they would get back to me. I am beyond frustrated with Verizon at this point . We will see what happens if and when they call me back.nMore to follow after they call me, if they call me.n-‐-----------------------------------------------------------nn(Original review)nIn general, I am happy with my Verizon phone(s). After about four years I finally upgraded today to a new Samsung Galaxy S 21. It is hard to believe that you pay $850 or more for a phone and it doesn't even come with a charger. Add to that the sales clerk was very inattentive and on her phone the whole time she was supposed to be waiting on me. She was not paying attention to what she was doing. I tried to buy an OtterBox to protect the phone. Initially she took out the correct case from the display cabinet and handed it to me. She asked if I wanted to go out to my car and bring the new phone back in to make sure it was the right case. So I went and got the phone. When I came back in, I went to the counter she was at and she handed me a box with a phone case. I looked at it and asked her if it was the same one we had just looked at and she said yes. I looked more closely at it and it was for a completely different phone. I tried to explain this to her and she started to get defensive and borderline argumentative until I held it up in front of her and pointed at the name of the wrong phone. After that, she told me a price that was $15 more then what I was seeing on their website. I was told I needed to order it online and do curbside delivery. She couldn't just sell it to me. It had something to do with being a government employee discount but really?!?! She said she would get the instructions for me on how to buy it and do the curbside delivery. She disappeared and was gone for so long that I had already purchased the Otterbox online using my old phone by the time she came back. Again, overall I'm happy with Verizon as a cell phone company but this particular interaction was not them at their best.

Even with Covid, the woman who helped me was extremely nice and patient. I was there to buy a phone from a personal sale to activate on my existing service and they provided me a safe place to do this. I'm a multiple decades long customer of Verizon along with all of my family. I expect nothing less. Thanks again ud83dude4fud83cudffe