I went to this store with my mother to try to help her finally upgrade to a smartphone as a birthday present for her. The sales person helped us pick out a smartphone, and gave us good advice to lower her costs by dropping my father, who is also on the same account to a prepaid phone rate on his existing phone. We were happy as she would finally get a smart phone, but the monthly costs would be roughly the same because my fathers phone use became cheaper.
After going through this for nearly an hour with the purchase of a new phone almost complete, the sales person realized he made a mistake and told us that my father's existing phone could not be changed to a prepaid rate because it was a push to talk phone. He informed us that it would now cost an extra $50 to get my father a new phone. He explained that it was a technical incompatibility issue, and that there was no other way to lower the rate of my father's existing phone. Because of this bait and switch, we immediately asked to speak with a manager, as we felt the new phone should be not cost us anything as:
A. It was THEIR technical incompatibility issue, not OURS,
B. It was a mistake by their sales person, so we should not pay the $50 penalty for their mistake.
The manager said about the worst thing a employee could ever say to a customer. That they have no ability to help fix this unique circumstance, and that they cannot fix any mistakes that they made. Also that as a store they have no power to help with any unique customer service issue when it comes to pricing. That all pricing issues are locked by Verizon Corporate. As a customer of Verizon for 15 years, my mother was appalled and we walked out of the store with nothing. It was not about the $50 which she could easily afford, it was about the principle of doing nothing to help the customer after a bait in switch.
So do not go here, They just admitted that they as a store have absolutely zero interest in customer service, and blame all of their issues on Verizon Corporate. In the end I do feel that the salesman made an honest mistake, I could see it in his facial expression, but afterwards no effort was made to fix the mistake. read more
