I despise the customer service attitude at this store. They seem to think that helping you is not a right you have, you apparently have to earn it. You do that by begging for a representative from the fat guy at the front of the store, where he has been trained to be as rude and off standing as possible! read more

I brought back an ipad case whose plastic edges broke off after only a few months of normal use. The sales rep looked at it and said "nooo... well, there is a 1-year warranty but this doesn't look like normal wear and tear. There's normally a strip of plastic here and it's gone now." Yeah, you think? Anyway, they refused to refund or replace. I see other reviewers have similar complaints about unfair and greedy business practices. Go elsewhere. read more

I purchased a "refurbished" Iphone 4S from this store and was told that everything was updated except for the case and the antenna. The battery life was an immediate problem, took the phone in and was told to close all the apps not in use. Common sense and that had mostly been done already. They did upgrade the OS and I took the phone home and the battery life got worse. I then went to the Apple store and was told that the phone was still registered in someone else's name and the lithium battery had over 500 charges to it. So to sum up, the store outright lied about the phone being completely refurbished and sold, in fact, a phone registered to a third party, so who knows how they obtained this phone. The store then proceed to say it would be 3 days before they could replace the phone and then admitted that the battery in the next phone may not be new either. They have a curious definition of "refurbished" and a more curious definition of honesty with their customers. Their manager, Benito, said he is trying to improve their image, good luck with that Benito. read more

So I am really not surprised to see that this store is getting poor reviews - here is my sad sad story, This story begins in November of 2008 and is still not over............I went to Best Buy to get a TV remote while I was there I bought a blue tooth. To my dismay they could not connect the blue tooth to my phone. Their comment was that my style of phone was notorious for not being able to connect to blue tooth, of course this is the first I have ever heard that, they offered to help me but I thought, no Verizon is just a couple miles away I will just go there. I left Best Buy and while getting on the freeway an asshole in a green porche decided to not let me on the freeway he slowed down to 25 miles per hour making me come to a complete stop or run into a wall - unfortunately the guy behind me was watching what the other guy was doing and ran into me So about and hour later I head to Verizon - I get there and the girl at the door was great, she was friendly and professional. Then there was Shaw he was the person who was assigned to me. I told him my problem and he said no problem we can update your phone it will take about 45 minutes. So I hand him my phone and the guy leaning on the wall by the service center says did you tell her that by doing this there is a chance we may fry your phone. I said no what does that mean. He said worst case you could lose all of you numbers. Shaw says do you have the back up assistance on your computer. I said no, Shaw says NO PROBLEM I will do it for you that way you will be covered just in case. I left my phone there and walked around for 45 minutes. I went back into the store where most of the employees as usual were in the back office/breakroom laughing having a great time. When one finally came out to help me she did not know what I was talking about and that Shaw had gone home for the day. She did find my phone still attached to a computer when she picked it up a huge ERROR flashed on the screen. My phone had only been 72% uploaded and she did not know what was wrong. She unplugged my phone from the computer and it would not turn on, I told her it had only 2 bars when I brought it in she said, Shaw knows you are only supposed to plug in fully charged phones. She tried a brand new battery and she plugged it in and my phone would not turn on. They obviously did more then lose my numbers. Remember I was just in a car accident and now this and like many of you my cell is my only phone. She says she can order me another one and if I want it in 2 days "I would have to pay the additional fee" hmmm they killed my phone and I had to pay????? So still not in my right mind from the rest of my day agree to pay, I asked her do you want this phone there is nothing I can do with it. She said NO you can keep it. 2 days later I get my new phone - I go online to upload my phone numbers because remember Shaw said he had that taken care of. Guess what - he did not do it....Suprise Surprise Another month goes by and my phone bill is outrageous I call the 800# only to find out they CHARGED me for the replacement phone. I told them the story and that I was never told or given anything to send this phone back and in fact they did not want it when I tried to give it to them at the store. She apologized, sent me the stuff to send my phone back and pushed off my charge, it would be taken care when they receive my phone. Another month goes by still showing a charge called in they pushed it off because apparently it takes 1-2 billing cycles to credit the phone. Another month goes by still showing charge - and they turn my phone off. I call and talk to Aisha (she is an angel) apparently as I paid my monthly bill they put it towards the cost of the phone and not my actual bill - I told her my story and she said I should not even have that charge on my bill it is the stores fault - she called the store while I was on hold she talked to the Store Manager - she got back on the phone with me VERY UPSET because he was the rudest person she had ever dealt with. If the management in this store are talking to their own customer service people like this then they are setting the precedence for their staff to talk to and treat their customers this way. After talking to Aisha I decided to call the store and ask for the District Managers number (this was on a Sunday) They gave it to me without even trying to find out why I wanted it or transferring my to an in store manager first. They gave me his personal cell phone number. I work in a Fortune 50 company as an Operations Manager so it takes a lot for me to do this because I see and talk to 3k customers per day and my priority is to make them happy. So I talk to the district manager - on his day off - he agreed that I should not have had to pay for the phone either and would call me the next day. I never heard from him!!!!!!!! issue still not resolved!!!!!!!!! read more

The people and this place do not put the customer first and see you purely as a "wallet." I really wish I'd read the Yelp reviews first. They didn't honor or apologize for not honoring their trade-in deal and did not make clear the deadline on any of my paperwork. I even called earlier in the week- before the deadline- and never got a return call from the guy who sold me the phone. Truly terrible customer service and the only solace in this mess is that I am not alone. Makes me wish I'd stuck with AT and T. (PS- You can see I give high reviews when they are warranted.) read more

We had a great experience at this store. In particular, salesperson Matt Bertao was amazingly helpful. Not only did he try to fix the horrible mistakes that the San Rafael "EVO Verizon Premium" store made with our phones and account, but he took the time to put our screen protectors on for us, get our rebates mail-ready, and gave us a $100 rebate off of our phone that he did not have to do. I really, really appreciative of his extra time with us, and extra effort. I would buy again from this phone in a second. read more

I've been a Verizon Wireless customer for about 12 years now. When I call the 800 number, they treat me like gold, even telling me I'm a VIP customer with them. The 800 number people bend over backwards for me and are always incredibly helpful. From time to time something comes up that they can't help me with, so I go into the Corte Madera store. Without fail, the staff is always rude and reluctant to help. They're on commission, so if I'm not buying a $500 blackberry, they don't want to have to mess with me. Too bad for them, when I do buy that $500 phone, I'll do it through the 800 number people. Maybe they should read these reviews and realize that the way they treat us is impacting their paycheck... read more

Excellent experience bought the iPhone 5, iPad Air and happily left ATT. Ask for Daniel he will give you great customer service and a turn key experience. After 4 visits to the Apple store at the Forum Shops in Vegas where I experienced sales people acting like moths at bug lights as they went from customer to customer not completing transactions or able to answer questions I finally purchased from Daniel. Stay away from the Verizon store in San Rafael where you will experience a texting sales person along with another who is distracted with such things as opening a box vs making a sale. Corte Madera is the best location can answer all questions no drama and you get what you want quickly! Ask for Daniel! read more

Service is only rivaled by Comcast -- poor, poor, poor. Simple tasks on ordering and correcting account info takes extraordinary time without results. And in store waits are ridiculous. Take care of your customers Verizon! read more

Today I went way out of my way to Corta Medera, Town Center to find Carlos again. He had helped me a while back and I found him to be very knowledgable and helpful. Not being technically inclined myself, I am sometimes at the mercy of overbearing and not always correct sales people and reps. I HAVE NEVER TRANSFERRED PHONE DATA WITHOUT LOOSING SOMETHING PRECIOUS. Well today it was painless with Carlos. The depth of his knowledge and experience helped me through a pretty scary process. And I might add, he didn't make me feel foolish. Thank you Carlos. read more

Oh, how I wish I had read the reviews before I entered this store. The fact that Verizon allows this store to carry its name is frankly appalling. I purchased a new iphone there last week with no issue. The salesman, holding my old phone, told me that I would receive a $138 credit when I brought my old phone back in after taking it home and backing it up to my computer. Today, when I brought it in, I was told I could only get $53 because the back was cracked. I told them that would have been fine had I been told that before I purchased the new phone, but that was unacceptable at this time. The manager, Brandon, was rude, condescending, and basically called me a liar. He said that my phone was in a different condition than when I had brought it in originally and would not honor the price I was originally quoted and relied upon when deciding to upgrade to a newer phone. I then called national customer service who said they had no control over store policy, which frankly, is unacceptable. I, too, am cancelling my Verizon contract and returning my phone (thank God I am within the 14 day policy) due to the customer service in this store. Save yourself, and do not step foot in this store! read more

I am confused about all of the negative reviews here. I have been to this store on four different occasions in the past year and I have been extremely happy each time. The customer service has always been superb. Every employee has been extremely helpful and very friendly. I highly recommend this store! read more

This review is to give special kudos to Mel Panoski, Assistant Store manager, who took great care of me yesterday. I purchased a 'Droid Bionic' phone from Tony at that store on 15 September 2011. Tony was great and I was happy with my purchase initially. After about 20 days or so, I discovered a lot of bugs with said phone, and decided to return it and get my money back. Some people can do it, but buying a brand new product that had just arrived on the market may not prove wise. It is all over the Internet that the Droid Bionic needs help, big time, and a new software patch may be available come November, yet I did not want to wait that long! What if there were two more software changes next year? For the price, I wanted a phone that was hassle free. The Droid Bionic is a cool little computer indeed, but not yet ready for prime time. I compare it with bringing a highly tuned Ferrari to market, that will break down and overheat at every corner. I say, fix it right first, before selling it to the unsuspecting public, after all, our time should be respected as well and we should not become a slave of a gadget that functions improperly. But this review focuses mainly on Mel, who like a true gentleman understood my concerns immediately .....and handled the situation businesslike and efficiently. Mel took my merchandise back, even after 28 days, and promised me a refund, while reactivating my old razor phone, that was waiting in the wings. Thank you again Mel, you are indeed the man to see, especially if someone has a question that needs a delicate answer and further action. Best, Johann read more

I bought an iPhone 4s 64gb from this store and have the contract with the insurance. Two months later I lost my phone and came in to the store. I contacted the insurance and they said I had none. They admitted their error and tried to help and gave me a Samsung galaxy while they tried to find an iPhone 4s 64gb and charged me more than the insurance cost. Reuben assured me that he would take care of it. He has now instructed me that I'm stuck with this phone that doesn't work with iTunes or my car. I also can't facetime with my parents who have health issues. I am extremely pissed with the lies, mistakes and other items with the store and encourage no one to go here. I shouldn't be punished for their mistakes and I hope their bosses see this and contact me. read more

Ok. The store is nice & new with a good selection of products. I came in to get a new case for my phone. They have a decent selection. However.. I was greeted and asked if I had "checked in" yet, and asked for my phone number. Huh? There is one guy standing around "checking people in" while the other works with customers. There are all of two people in the store, including me. What a huge waste of time. If both employees were working, I could have had my purchase rung up, and left. But no.. I have to wait around for the other guy to finish up with the only other customer in the store....? (15 mins later...) It turns out I did not have to wait. The first guy who was assisting me assumed that I would want to discuss my Verizon service, instead of asking me why I had come into the store. The second guy who asked if I had been helped rang up my purchase immediately. read more

These five stars are for Carlos. A wonderful salesperson. Knowledgeable, personable and to the point. Thank you Carlos for making my experience quick, easy and pleasant! read more

Great customer service I didn't wait long and this is during Christmas busiest time they went above and beyond to help me

Was told wait time was 20-30 mins, 45 minutes later, still waiting to be helped, and could be another half hour. Really Verizon?! Expected better customer service from a communication company. read more

I must say for as many times as I have been in Verizon, I always receive a polite greeting and a smile. This type of welcome is given no matter the amount of customers in the store. The atmosphere is busy but friendly and the employees all seem to get along nicely. read more

I Had to purchace my 5th phone from Verizon in one year! I had the Samsung Sway 3 times! The battery never kept a charge and I have no idea why?? I live in two area in Marin and Sonoma county and they could never figure it! I got theSamsung Trance as They called an Upgrade and it had no camcorder. I like the camcorder and they would not give me anything but that unless I purchased something else! OK.. So, now I was up for an UP Grade I was offered the Samsung Intensity... I like the phone. No Camcorder still. It works and the Bayyery keeps a charge and I can live with that. Lets just say I give up and I am moving on.. To much frinkin dramoa with Verizon.. Now, my issue is with the charges to my phone! I have never one downloaded or used the internet in all the years I have been with them. I got the new phone and wanted some ring tones. I went into the music and tones media center. I saw 3 credits for $ 3.99. I thought great, I can get 3 ring tones and check out all the song and pick some. I picked a song I really liked, but was one of those songs if you are a women you know and you are trying to let go of a man and had a hard break up you should not have it for a ring tone. So, I thought ok I have 2 more to choose from. Ya, right. I had 1 more credit and you can't get a ring tone for one more credit. They want you to purchace more!! I called them up and the C. Service lady said well maybe, you purchsed a ring tone and a ring back tone that's why you used 2 credits. That's what my understanding was. I got on line and was tryin to see what I had purchased so I couldn't figure it out. Mean time I am using Meagamites. I had no idea I was. She never told me I was going to me using them. SO, I CALLED UP VERIZON AGAIN, AND THE GUY I TALKED TO WAS SO NICE AND HE SAID TO ME THAT HE CAN'T UNDERSTAND WHY VERIZON CHARGES CUSTOMERS TWICE ON THE PHONE AND THE INTERNET. HE SAID THAT HE HASN'T HAD A VERIZON PHONE IN SO LONG AND HE DOESN'T EVEN USE HIS THEM AS HIS OWN PHONE COMPANY. THAT TELLS YOU SOMETHING?? read more

Carlos is the guy to work with. He remembers every detail of every question and made switching providers to Verizon so fast and simple. I am so pleased with his service as well as the Verizon network which is way better than Sprint. read more

Thank goodness there is a Verizon store at the Bon Air shopping center in Greenbrae with incredibly helpful employees because I will never go to the Corte Madera store again. I wanted to upgrade my Droid Maxx to a Droid Turbo, so I went to the Corte Madera Verizon and they had Carlos assist me. He asked why I wanted to upgrade and I told him because of better battery life, photo quality, etc., and he told me there was no difference in the phones (I had researched this on-line prior to coming in, so I knew this wasn't actually true). I was a little confused by his response, but said that I'd still like to upgrade. He told me that they could only guarantee transferring my contacts and that I should rely on my backup for anything else. I mentioned that the last time I upgraded my phone, I had a week or so to keep my old phone and confirm that everything was transferred, but he told me that wouldn't be the case; I would have to give up my phone and wipe it clean the minute I purchased the new phone. So, I asked him the best way to back up my phone and he told me to use the cable from my phone charger and plug it into my laptop, then the instructions would be self-explanatory. I left feeling a little less than pleased by his help, went home to back up my phone, and found that it wasn't as straight forward as he had lead me to believe. The next day I went to the Bon Air store in Greenbrae and couldn't have been more pleased with the service. Sylvia assured me that I could keep my current phone until I felt that all data had been transferred succesfully. She backed up my contacts, calendar, text messages and voice mail, all with a smile. She told me not to hesitate to come back if I have any questions, which I will do on Monday (I'm out of town all weekend) to ask her to help me with my photos and notes. Maybe the Corte Madera store has a higher volume of customers and that is why this service experience was so lacking, but that's really not an excuse. read more

I have been in the customer service field for approximately 10 years now and 6 of those years i have been with Verizon Wireless. This store above all other locations has never let me down. Every time I walk into this location I am promptly greeted by Aman, who directs me to where I need to be accordingly. Upon presenting my dilemma (with a smile) and understanding patience, a convenient solution is always devised and whatever I'm looking for including technical service is handled before departing. I am extremely impressed with their level of professionalism and highly commend them for their outstanding customer service. I reccommend being an outstanding customer to receive outstanding customer service such as what this location is capable. read more

DO NOT BUY FROM HERE! Save yourself some grief, stay out of a 2-YEAR contract with early termination fees, and SUPER HIGH rates. I just cancelled my Verizon phone. I was paying appx $85 per month for 900 mins (ok that included friends & family). I was also paying for text messages (you have to buy an optional package if you want unlimited text msgs!), and 411 calls ($1.50 per call!). I now use STRAIGHT TALK, with UNLIMITED EVERYTHING - unlimited talk, text, and web (which I don't use) for $45 per month. I bought the phone from Walmart for $39.99 (an LG 220 - very good quality), and bought a card for $45 which you register online and gives you unlimited service for 30 days. The coverage is excellent. They use the same towers as Verizon, Sprint and AT&T so you can expect the same coverage as the major providers. I am VERY happy with my new service, and would never go back to Verizon. Most people DON'T KNOW you can have great service on the cheap, WITH NO CONTRACT. Verizon is a scam. Stay away. read more

I hesitated to go to this store because of the reviews that I read here on Yelp. I finally went, as I needed to enter in to this century & get a new phone! I am signing up for yelp today, just to leave this review. The service was outstanding!!! My needs were listened to & I received the personal & "unsalesman-like" service that I asked for. I was not oversold, all my questions were answered & I walked away with a new phone that did not break that bank. So far things are working out just fine & I was assured that if I have any issues that I should call or stop in anytime. I am planning on taking one of their classes on how to use my new smart phone. All in all, a great experience! read more

Went there with a small, irritatiing yet simple tech problem with my wireless phone -- one i couldn't solve myself, never really expecting to find a quick resolution. Surprise! Their staff jumped on it, and had it quickly resolved, and me a very happy camper. Special shout out to "Wendi" -- gifted techno surgeon who solved the issue and had me n my way in minutes. Confess that I did go in during the evening hours, when the traffic was lighter, and the store not crowded. Nevertheless, now a big fan of this location and an exceptionally helpful staff member who knew her stuff! Thanks again, for being there. read more

Phone technology can be stressful, but we had a totally positive experience with Christi at the Corte Madera Verizon store. All customer service should be this good. read more

There are two parts to my review; 1) Verizon Wireless THE STORE, and 2) Verizon THE CORPORATION. My comments and 5-star rating are mainly for Verizon Wireless The Store at Corte Madera Town Center. There's a bitter footnote at the end about Verizon the Corporation. I have been a Verizon Wireless customer for 15 years, and have gone mostly to this Corte Madera store since I can remember. It used to be okay but it functioned like the hand of it's corporate overlord. Now however, the people guiding this store subscribe to a much higher policy. I have had Motorola, Sony, Samsung, lots of Blackberries, and upgraded to a Blackberry Z10 (great phone!). Verizon shipped it to me on time and it arrived perfectly. Thank you Verizon. Due to business applications written only for the iPhone/Android duopoly, I most sadly had to give up my new Z10 for a common iPhone-5. I called first to confirm hours and availability. I was told it would take 30-45 minutes to transfer from Z10 to iPhone. I went in to the Corte Madera store about an hour before closing. I noticed it had been remodeled with a new, more open look. I didn't care. What I cared about happened next. I was greeted immediately and connected with Brian McKeown. It was apparent to me that Brian McKeown actually knew a great deal about the devices Verizon sells, and importantly was an experienced sales representative who knew how to handle me. I have had over 30 years in sales and care deeply about it. In my book, sales is not about ringing up numbers. It is about the spiritual experience of educating another human being so they can make a fully informed decision. That sentence cannot be overemphasized. It is the root of every complaint about every company that "rips off" and tarnishes their company's reputation. True sales as a profession is rare. Salespeople who were former good teachers tend to do well for that reason. Brian was one of these elevated salespersons. I felt listened to, advised, educated, and supported. I would send my lover to Brian for a phone. I have more questions than most buyers so my sales cycle is often longer. I paid the fees to transfer to the iPhone-5. The clock struck closing time. The store tallied out their registers and closed them. Then...I needed two accessories. Registers closed. I did not want to come back the next week. Brian talked with his manager, Ruben Maldonado, who kindly inconvenienced himself after closing hours to re-open the store's registers so I could complete another purchase on that week's promotional item. Brian and Ruben stayed almost an extra hour to take care of me. Kudos to them both and to Verizon for having two pros there. Overall...These two sales professionals, Brian and Ruben are people I'd hire away to work with my company if I could. They made my visit to, Verizon Wireless The Store, gratifying. They are what sales from Verizon should be everywhere. (Footnote about Verizon the Corporation. When Verizon's transfer software transferred my phone contacts, the numbers and email came over fine....but...BIG BUT, the software coders working for Verizon Corp have not fully handled the transfer software. What didn't come were my extensive notes in the contact file. This is devastating. The Wireless Store did their best with the tools Verizon Corporate gave them. Verizon has the money. They need to fix their transfer software to include all components of a contact file.) read more

Terrible people! Terrible service!!!! Wouldn't let pick up of prepaid phone, fact of fraud concerns (despite okay for pick up from Corporate) doesn't excuse unkind and rude response!!! Won't ever come here again!!! read more

These people couldn't hate their jobs more. Honestly, I'd rather have dealt with a robot. If there's any chance you can conduct your business online or over the phone, choose that route; at least those folks have some customer service training and have their calls recorded for occasional review with potential for improvement. You'll likely save time, too. They got my business accomplished but the whole time it was clear they couldn't wait to be done with me. Never offered items that could have helped me (insurance) or were rightfully coming to me (rebates & forms.) I only realized I was due a rebate by comparing my phone with that which was offered online. Very poor overall experience. read more

Should've checked the reviews before coming here. Unfortunately, there aren't many choices so they get away with terrible service. Busy hour of the day, lots of people waiting, and only 2 people helping plus one standing at the door "greeting" people which means mostly doing nothing. We waited over an hour and the people before me said they'd waited 2. The only saving grace was that the woman who helped me was very kind. I actually felt bad for her that she has to deal with people who are so frustrated by the time they get to her! read more

I had so much isses with my fone & called to verizion technical supports they still were unable to resolve my problem,I went in to this location which there is always very long waiting &some ofl technical supporters aren't very knowledgeable,but only one person who was able to help me out & I have seen him before @ best buy store in San Rafael,,he's so knowledgeable,,his name is Geremy,he immediately helped me to back up my text msgs & also back up & restore my old fone.thank you Geremy I am going to honore you 5 stars for you great customer service. read more

I am only going to write about my experience in the store - during my visit I found out Verizon was screwing me out of $20/month for the last year. However...my wife and I went there on a Wednesday evening, after work to find out about something complicated. We met with a Sales Rep by the name of Wendi and she was AWESOME. She answered ALL our questions, took care of us and I was really happy when we left the store - so was my wife with her new iPhone. I see a lot of 1 star reviews here, so maybe Verizon learned from these? But thank you Wendi. read more

So my wife and I both bought new Iphone 4S and switched from AT&T to Verizon because they have "great coverage". Well we still don't get coverage at our house in Corte Madera, in spite of Verizon's "Coverage Map" which indicates we should. So they then offer to sell you a "network extender" for $250 to give you the coverage which they promised in the first place. So I go to their store in Corte Madera and told they don't stock that item and it is a special order, and they don't have time to order it for me because there are too many people in line ahead of me on a tuesday night in November. Lame. read more

This store rocks. several months ago they spent an agonizing amount of time setting up our new hot spot modem. THey did have to excuse themselves a few times to help customers with more immediate needs. Then I lost my Droid and they helped me set up my replacement iphone. Always very courteous, always able to resolve an issue, always ready to offer advice. read more

I've had two really great experiences at this store. I added a tablet to our business account and they went really smooth even though they weren't supposed to give me the discount they did. About a month ago I needed to add an additional phone and Wendi helped me. Here service was great. She took care of everything made suggestions. She had to call me back about the account the next day and did so right at the time she said she would. She deserves a raise! read more

This place was amazing. The staff was professional and polite. The manager also came out and greeted me during my visit. I was a AT&T customer until recently, glad I switched! read more

Not helpful at all. Brought a newly bought phone in which battery didn't charge. They held us for 2 hours, but failed to provide any acceptable solution. Instead they suggested to call the customer service center. Absolute waste of time. read more

I went to Verizon in Corte Madera to upgrade my smartphone. When I walked in, I was told that there were two customers in front of me and that I would be helped shortly. There were two other customers in the store and four employee walking around (not helping the customers). After waiting for 45 minutes, one person had been helped and I was still waiting. One of the sales people was acting as a greeter because the greeter had gone to lunch. She asked what I needed and then I was told that I didn't have the proper account clearance to upgrade my device. I made myself an account manager online quickly in the store, (which took 5 minutes) and when I asked where I was in line again, she said that two people were ahead of me. I waited another 45 minutes and when I still hadn't been helped, I left. If you can help it, don't do anything in store. This is the second time I've have to wait for two hours to be helped in this particular store, and both times there had been only two or three customers in line. read more

I went to the Verizon store because my phone was having 2 issues. The first issue was that the battery was not holding a charge. The second issue was my phone was shutting down by itself after having some kind of glitch, consisting of a pretty interesting light show on the screen. I have the insurance plan so I thought it wouldn't be an issue to get a replacement phone. After all, I have been paying for the insurance for years. The man who took care of me went over and spoke with the manager after hearing what was wrong with my phone. He told me that I had to go home, download iOS 11 and then if my phone still has issues, I could come back. I asked him why downloading the new iOS would help and why I needed to do that in order to get a phone that worked. He then told me that the alternative would be to see the glitch with his own eyes. Needless to say, I walked out and called Verizon at 611. They gained access to my phone remotely, ran a diagnostic, and immediately told me that my battery was shot. The very nice tech, on the phone, also explained to me that the performance of batteries on iPhones significantly goes down after 500 charges. I had no idea this happened. They told me that they would send me a new phone and I would have it by Friday. My first question is, why couldn't the store do this test? It took them about 2 minutes to complete this over the phone. Second, why would they be telling customers, who are having issues with phones holding a charge, to download iOS 11? It would only make the situation worse (part of an article on this issue below). "iOS 11 is already installed on more than a quarter of existing iOS devices, but it's not all good news for users who installed it. Slower performance and battery life issues are among the most problematic "features" of iOS 11. And while things will surely get better as Apple further improves iOS 11, some of you will still have to live with worse battery life on your iPhones." My first thought was to change carriers because of the lack of customer service at this store. However, due to the very knowledgeable tech over the phone, I have more faith in the company and have decided to forego the store instead. read more