Poor Experience with Phone Replacement & In-Store Appointment can I give this company no stars? One…read morestar seems good still.
Dear Verizon Management,
I am writing to express my disappointment with my recent experience at the Morgan Hill (vineyard) store.
On 08/27/25, my phone screen suddenly turned green. Verizon sent me a replacement device, but due to FedEx delivering it to the wrong address, I had to drive all the way to San Jose to retrieve it. (not Verizon's fault) Once I finally had the phone, I attempted to activate it, but the Verizon app would not recognize my device and kept sending verification texts to my non-working phone number.
Umm hello, How does that even help when my phone is not working?
I called customer service but they were closed. I then tried technical support, which left me on hold for an extremely long time without resolution.
To resolve this, I scheduled an appointment at the Verizon Morgan Hill (vineyard) specifically so I wouldn't have to wait. However, when I arrived, the associate on duty explained that he was the only one working and was simply helping people in the order they came in, regardless of appointments. This completely defeated the purpose of scheduling ahead of time.
Despite having an appointment, I waited over two hours with no resolution. There was only one staff member (Chris) working, which made the situation worse.
I want to be clear that Chris did his best and this is not his fault -- the blame lies with management and Verizon for failing to properly staff, prepare, or communicate. No employee should be left alone to handle a full day of customers and/or appointments.
On top of that, I was told I needed "second authentication" from my mother, who is over 70 and not familiar with what steps are required. This requirement was never communicated beforehand, and staff seemed unprepared to handle it. There should be another way to authenticate. And You cant expect everyone to know how to use the verizon App to accept. That makes me soo mad where they assume everyone knows how to work the app. it causes delay and frustration on how to resolve an issue.
If appointments are scheduled in advance, the team should be aware of what is needed and ready to assist -- otherwise, what's the point of making an appointment?
As a parent of an 11-month-old baby at home, this wasted time created a major hardship. My baby's feeding and nap schedule was completely disrupted, all because the service was understaffed and disorganized.
This experience shows a lack of preparation, poor scheduling management, and no regard for customers' time. I left with my issue unresolved and cannot recommend this location.
I find it very concerning that only one employee is scheduled to handle all customers--especially on the day before Labor Day, when stores are predictably busier.
Brian C., the GM, his info at the store front should be aware that this creates a very poor customer experience.
I've now been without a working phone since 08/27/25, and the delays, lack of support, and broken appointment system have been unacceptable.
I respectfully ask that you:
* Ensure appointments are honored as promised.
* Improve staffing, especially before peak days.
* Provide a solution to help me get my phone activated promptly.
