I want to leave a genuine review for Michael H at the Verizon store on Westchester Square in the Bronx because his level of patience, professionalism, and customer care genuinely stood out.
I originally tried setting up Verizon online, but because I did not have a second phone available for verification, I had to go into the store in person. Looking back, I'm actually grateful I did because Michael helped me access a trade-in promotion that allowed me to upgrade from my iPhone 14 to an iPhone 17 Pro with over $1,000 in promotional value.
What should have been a relatively straightforward process turned into nearly three hours because of multiple system and verification issues completely outside of our control.
First, Verizon's system repeatedly rejected my proof of address because I currently live in a NYC shelter. The representative on the phone initially told me my housing verification "did not qualify." I had to firmly advocate for myself and explain that denying valid public shelter documentation effectively creates a barrier for people in shelters. Once we escalated to a manager, my documentation was approved immediately.
Michael had never encountered this specific situation before, but instead of dismissing me or leaving me to navigate it alone, he stayed engaged every step of the way. He made sure I never felt abandoned while dealing with multiple departments and representatives.
Then came a second issue: Verizon accidentally activated the wrong application -- the online one instead of the in-store application Michael created. This caused additional delays, duplicate activation fee attempts, and multiple transfers between departments. Michael explained the situation over and over again to different representatives until someone finally corrected it and removed the duplicate fees.
Throughout all of this, he remained calm, respectful, solution-oriented, and incredibly patient -- not just with me, but with every customer in the store.
And that matters.
A lot of people are navigating difficult seasons silently. Some people are under pressure financially, emotionally, logistically, or structurally. Customer service workers who can remain grounded and respectful during those moments genuinely make a difference in people's lives.
I also appreciated that Michael was transparent and educational. When I misunderstood part of my billing structure and thought I had lost out on promotional savings because I could not transfer my original phone number, he carefully broke everything down until I understood how the discounts were still being applied.
I ended up getting an iPad promotion as well, although I do think Verizon could communicate taxes, fees, and device-related costs more clearly upfront when advertising "free" devices. Transparency matters.
I'm currently returning to the store because the iPad appears to have a faulty battery issue, but even with the complications, I still wanted to write this review because exceptional customer service deserves acknowledgment.
Michael handled multiple stressed customers, complex technical issues, system mistakes, and long wait times with professionalism the entire time.
Verizon: people like Michael should be training other employees (in-person, remotely, worldwide!).
To anyone considering switching carriers: I highly recommend going into the store in person instead of trying to navigate everything online alone, especially for trade-ins, promotions, transfers, or complex account situations.
Thank you again, Michael. Your patience and respect did not go unnoticed.
-- Markedia Hinds
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