|Category:||Cell Phone Store|
|Address:||1302 Prospect Ave, Helena, MT 59601, USA|
|Working:||Closed 10AM–7PM 10AM–7PM 10AM–7PM 10AM–7PM 10AM–5PM 11AM–4PM|
If it is one thing I hate, it is being lied to and being charged bogus fees. My experience started out great two days ago. They ordered the iPhone 7 plus for me and called me when it came in today. I arrived and started to look at cases and a screen protector. The male telling me about the cases and screen protectors was not able to tell me the exact prices, but guesstimated about $29 for the case and about $19 for the screen protector. That sounded great to me, so I walked back over, and he tried multiple times to sell me a tablet that they must be pushing right now. I was uninterested in the tablet and tried to steer conversation away. Eventually Kyra was able to pull up my information and start processing the the early upgrade, but their iPad was about to die, so they printed out the paper version of the documents. No big issue there, it is what happened next that has me angry. We got to the point where I had to sign for "Device protection" and I said, "what is this? I never asked for device protection." The male, who was now helping me fill out the paperwork, turned to Kyra and asked her about it. She said, " it was previously on your account, so you just have to sign that you accept it". I confirmed again, by saying, " are you telling me that it was on my account before today?" And she said, "yes". Now, I usually give the benefit of doubt to professionals, because why would they lie? Later that night, I got home and logged into my account. I reviewed the previous charges and compared them to the new charges. I came to find out that device protection would be showing up on my next bill as a NEWLY added charge! Anyways, to continue on with the story, I continued signing papers and then was told that there would be a $20 activation fee, a $20 upgrade fee, and a $20 service fee because "thats just what cellular wireless does". I expected at least the upgrade fee, I was a little uneasy about another activation fee, but then I was shocked to hear of another $20 fee. Feeling like I had no way out but to just get the phone and leave I said, fine lets move on. She then said, "okay, that will be $90" I almost fell out of my chair. I wasnt paying anything for the phone, so how did my $30 case, the $20 screen protector and this mysterious $20 "service fee" add up to $90?! ( the upgrade and activation fee were both applied to my monthly cellular bill, so that wasnt part of it.) I then said, I think Im eligible for a 25% off discount because of my employer, or the discount on our account. Nicely, she looked it up and said, okay, I can get it down to $70. That sounded about right to me so I was like..... okay..... Im home now and looking closer at the bill that was nicely included in the sack. I see no discounts on either the case or the screen protector and I see an additional fee of $15 for "Plus Rewards"? Where did that one come from!? It looks like she may have waived the "Service fee", but what is this mystery fee, and why do I not have any discounts applied to my accessories..... Im mostly irritated that I was lied to about the device protection that was applied to my account. Of course I initialed the paper, so now I have to go and contact the actual Verizon store to have it removed. Im sure there is some sort of financial incentive to push those tablets and sell device protection programs. I just didnt think I would be told that "it was already on my account so I needed to sign for it". I wont be shopping at Cellular Wireless again, and I recommend that no one else does either. It is well worth it to go to Costco, Target, or even the main Verizon store for service.
WORST CUSTOMER SERVICE EVER! My daughter and I went in because her phone had stopped working. We typically go to the Verizon on 11th and see Michael Solomon because he is just the best, but it was Sunday and that store was closed. We were both upset about the phone and hoping to get some clear advise on why the phone had froze, if it could be fixed, or if a new phone would be the best answer. We also could have used a smile. The gal who "helped" us, never smiled. In fact she didnt bother standing. We had to walk over to her. They did not wear name tags in this store, but I think another employee referred to her as Kyra. She grabbed the phone from my daughter, said she had never heard of a phone being frozen on the home page, said accusingly that there was water damage and the camera was broken. I asked if the water damage, which was invisible to me, had caused the phone to freeze. Kyra rolled her eyes and said she had no idea. We told her we knew about the cracks on the camera but it had been there for a couple of months and had not caused any problems. I asked if we would need to get a new phone. Kyra said we could. I asked if my daughters phone could be fixed. Kyra said she could try but my daughter wouldnt be able to put any aps on the phone. Well, Facebook and Instragram but not SnapChat. She said SnapChat had a virus that was causing phones to freeze on their home page (seriously! ). At this point my daughter was near tears. We decided to get a new phone. Kyra explained the cost would be $380 to pay off the old phone. She further explained that once she reset the old phone there would be "no turning back." I asked if we had a choice and she said no, not if we wanted a phone that worked. She pushed her magic button. Finally she stood up, but only because she needed to use the other womans till. She went to the backroom and brought out two phones, sighed and asked which of the two my daughter wanted. Neither. Ah, but they didnt have the phone my daughter wanted. They didnt know when they would get that phone, and they couldnt call the other Verizon store in town because they dont work together. My daughter was completly in tears by this point. I asked if we could go to the othet store for a new phone. Kyra glared at us and hissed that we could, but we would have to pay $30 more for the old phone. I was livid by this point. We had been treated rudely from the moment we walked in the door. I looked at the other woman employee, hoping for a bit of kindness. Instead, she shouted at me "she told you there was no going back once she reset the phone!" I agreed with her, and she huffed "thats what you wanted!" As she went into the back room and slammed the door. We paid the full amount, including the extra $30 and left. We went to the Verizon on Montana Ave, shaken and furious. And the employees at the Verizon on Montana, Jesse and Cody, were rocks stars. Only go the Verizon on Prospect if you want to experience the exact opposite of good customer service, kindness, and empathy. They belittled us, they were condesending, and they were not helppful.
The professionalism, knowledge and customer service was incredible today. I went in to this location to get a upgrade for my phone, all 5 of the reps were outstanding from the very nice greeting from the time I walked in the door, through the process and when I left the store!!! I have never been more satisfied in a Verizon store in my life. I believe I dealt with Teri and she was fabulous, got me out the door quick with my exciting new upgrade and some fun extra accessories!! I will not take my business anywhere else and I will tell anyone I know to go to this Cellular Plus location!!! The reps working were Kyra, Teri, Andrew, Anita and Meagan!! They should all be recognized by the company for outstanding work!!!!