After returning to Verizon to save about $20 per month, I can honestly say the experience has not…read morebeen worth it.
I'll focus specifically on my two visits to this particular store, both of which were disappointing and far below the level of customer service I expected. Throughout the process, I felt like I was being treated like a ping-pong ball, constantly sent somewhere else instead of receiving meaningful assistance.
Because I have an iPhone, I was repeatedly told to contact Apple for help. However, I pay for protection through Asurion and AppleCare for lost, stolen, damaged, and replacement devices. Despite being a Verizon customer standing in the store with a phone in hand, no one was willing to help me activate the device so I could at least use my service while waiting for a replacement phone.
What made the situation more frustrating was having to drive to the store simply to verify that my phone had been reported as lost or stolen, only to learn that the store either could not or would not assist further. No one offered to let me use a store phone to contact the appropriate department, file a claim, or resolve the issue.
As a result, Verizon sent me on another trip to speak with Apple, which ultimately led to talking with someone on the phone anyway. That phone call could have been made while I was already in the Verizon store, saving me additional time, frustration, and gas money.
This situation was particularly difficult because I currently do not have a working phone and need one for a major relocation, job searching, transportation, and everyday communication. I wasn't looking for special treatment, just basic customer service and guidance.
Unfortunately, after two visits to this location, I now understand why the store's rating is so low. I left feeling unsupported, inconvenienced, and no closer to resolving my problem than when I arrived.
I wish I could rate Verizon's service as a whole. After activating an old paid-off phone (on my own) while waiting for a replacement, all of my newer device information, including the IMEI numbers I needed for my Asurion claim, disappeared from my account history. What should have been a simple insurance claim turned into multiple calls, store visits, and wasted time trying to locate information that should have remained accessible. **Warning for Apple users**. Before activating a backup device, save your IMEI numbers, claim information, and device details. You may need them later, and they may not be easy to find once another device is activated.
