We switched from AT&T to Verizon because of a promotion where Verizon agreed to provide a voucher…read moreto pay off our AT&T device balances. That promise is the only reason we made the switch. We opened the account several months ago and submitted the AT&T final bill multiple times -- in store and by email -- exactly as instructed. Despite complying with every requirement, we have never received the promised voucher. No email. No mailing. Nothing. As a result, we are now receiving late fees from AT&T because Verizon has not honored its promotional agreement. To make matters worse, the customer service experience has been extremely frustrating. We've had repeated calls, long hold times, and even had a call drop when we finally reached a manager -- who never bothered to call back. We also had issues initially setting up what was supposed to be a joint account, which caused additional delays. At this point, it feels like a breach of contract. We relied on Verizon's buyout promise when making the decision to switch carriers, and they have not upheld their end of the deal. I evaluate companies heavily on customer service and accountability. Unfortunately, this experience has completely damaged my trust. Until this is resolved and Verizon takes responsibility for the late fees and time spent chasing this issue, I cannot recommend them. Very disappointing experience.

Five to six workers at this location and none can or want to help. Made us stay on the phone for…read morealmost 3hours talking to people who doesn't understand what we're talking about. You could improve your customer service.

Worthless. They claimed to have my part so I drove 30 minutes out there waited for an hour to…read morereturn and have them tell me they had the wrong part. Then I ordered it from them again and they gave my part to someone else. I ordered it a third time and never heard back. Took my phone to Beyond Electronics at White Marsh today and they fixed it for less and in 15 minutes..with the part in stock.The Hook Up also has a sign on the counter asking customers to give 5 star reviews for $5 off. Sham. As an update: I have been contacted by the owner trying to give me gift cards and other things to make up for my experience if I promise to remove my review. My phone was fixed by another reputable company and I do not want anything from your store. Moreover, this is a review site where we write honest reviews of what happened in our business interactions. I trust and use Yelp myself for many different things and would hope I'm receiving honest reviews which is exactly what mine is. I am not going to get paid off by a business owner. They also have one of their friends harassing me on Yelp with multiple messages asking me to take their deal and remove my review.

this is the worst place ever! I should have guessed by the…read morename of course. So I went there to get my cracked ipod touch fixed. It still played music, I just wanted to fixed the screen. they charm you into signing the contract without reading it by making conversation while you are going over it. thennnn when I came back to pick up my Ipod, the manager brings it out to me and says okay well we were able to fix the screen but something went wrong with the mother board. I try to charge it and got nothing. I come back and tell him I was not pleased and he says "we let you keep the screen!" are you kidding me? So he gives me about $30 out of the $80 I paid them to basically break my iPod. do me a favor and just skip this place and go somewhere more legit. thanks

Stopped in to get a new screen protector customer service was very nice. Quick in and out service.read more

Stopped over at this location recently to get a few things sorted account with my account and see…read morewhat my upgrade options were! As soon as I walked in I was greeted by one of the staff and she made sure to clear some space so I felt comfortable sharing my account information and asking questions (no other customers/staff hovering around) which I appreciated. Usually for this type of thing I expect to be waiting at least 20-30 minutes just for basic paperwork and information to be taken care of but they had me in and out within 10 minutes which had to be a new record. Would definitely recommend, seems pretty spacious for the location as well.

0 stars. I took my iPad in for a simple screen repair. Everything else worked fine. When i…read morepicked it up...$223 later, it was locked out, permanently. It required a total wipe and reset. DO NOT GO HERE!!!!!

My iPhone X started taking blurry pictures, especially in bright sun. It seemed some dirt had…read moresomehow gotten under the lens cover. I brought it to them thinking a new lens cover and cleaning might be the fix. Here's where an experienced technician comes in, Turns out the lens cover was fine. They took off the screen and cleaned the camera lens from the inside along with the tiny lens that does face recognition. Who would have guessed that was the answer? Not only did my camera work great afterwards but my face recognition, which had also been acting weird, was back. No lens cover replacement needed! The Iphone X lives on!

DO NOT GO HERE EVER. I REPEAT DO NOT. My phone started pressing buttons right after I got it…read morerepaired and they REFUSED TO FIX IT FOR FREE. TWO months later now my bottom right corner of my screen is BLACK and you can't see half the keyboard. I called to tell him and the manager was SO RUDE AND MEAN TO ME I FEEL SO DISRESPECTED. He told me it was my fault it wasn't working and I should take better care of my phone. He wouldn't let me speak on the phone and kept raising his voice and talking over me! Do NOT waste your time or MONEY. THIS PLACE IS SCAM

I had to visit this location again because, unfortunately, I broke my iPhone 6s screen (again)…read more Chani and his team took great care of me once more, and I was in and out of there in 20 minutes. The phone looks like new :)