Verizon Authorized Retailer - A Wireless

Reviews 3

BI

Billy Wang

I went this afternoon to return FIOS equipment and received some of the worst customer service that Verizon in general is renowned for. As you walked in, you have to sign-in at a clipboard like its 1980. Cause you know, people loved to be reminded of the retro 1980s DMV experience. There a red shirt lady that stands behind the counter doing absolutely nothing. She doesnt greet, (in fact, no one in the store greet) she doesnt help customers, and she doesnt seem to be working on anything important. She just stands there. If you approach her, she will give the standard, "Please sign-in over there." like a malfunctioning robot. Afterward, a sales girl came by to roll call. We tried to explain to her that we were in a hurry and just need a quick equipment drop. She stuck by her principle of going by the list. Good for her! Except, as she read down the list of names, she realized, we were actually next. You can almost taste the disappointment coming from her. We sat down. She rudely ask what the boxes we brought in were. Because, we were obviously holding Verizon packages with 40 inch Sony plasma TV inside. We told her that those were equipment return. She then proceeded to held up the corner of the plastic bag with Verizon router inside with her two fingers like she was holding a dirty diaper. Cause, I guess Verizon equipment must be poison to fellow Verizon employees. Maybe she knew that Verizon routers are made of cyanide or something, perhaps I should go wash my hand. (Wonder if she did too) After texting someone on her phone and stared at the computer screen, she told us, "Youre done." Done...? Confirmation of return? Proof of return? Nothing? Just done, by your word, done? And you cant spare any extra breath to say, "Is there anything else I can help you with?" I really dont blame the rude sales girl or the nonchalant robot. I blame whoever is in charge of this store is clearly clueless. If you are going to have sign-in? Fine, at least invest in an electronic version. Heck, go across the street to see how the bank handles something like this. Cause, I can guarantee you that they handle more customers with tougher situations than "would you like our premium package" without getting customers pissed off at the experience. In fact, I am going to help you. That nonchalant robot? Make her the express line to handle all equipment drop off, bill pay, or other easy to do tasks. Re-train all of your employees to have sensitivity training. I dont care if you like to make fun of me in the break room, but I dont need to see your "I just broke up with my boyfriend face." If your sales reps really cant handle remembering five faces in order (o thats right, you guys dont greet people, thats why!) then at least advance to the level of 2016 DMV, where they have pullout tags with numbers for service call. Heck, Amish people do that. You guys are Verizon, and you guys cant compete with Amish people. What does that say about you?

MA

Marian Digby

Do not go to this store unless you want to be misinformed! Also, I just looked at the rest of the reviews and clearly they are buffing them up, as one of the reviewers "Aaron Salomon" is the exact person I dealt with at the store! I originally went in the store to purchase another iPhone 6 or possibly upgrade to a 7. Aaron assisted me while in the store. I told him I had an iPhone 6 in good condition that was valued at $140 trade-in value. He told me that I had to use that trade-in value in the store or else it would go away once I left. I was surprised to hear this, as I have witnessed many trade-ins, all which have been done through account credit. Therefore, I asked him if he was sure that I couldnt put it on my account as a credit, as I have done it in the past. He told me no, that it had to be spent in store. He then proceeded to pick out a $50 screen protector, did an inadequate job of picking out a phone case, and proceeded to charge me with a $19.99 set up and go fee. After looking up the trade-in policy on Verizons website, I discovered that you can in fact do it as an account credit. I was extremely peeved, as I was pressured into buying things I did not want, just so that my $140 would not go to waste. After calling the store and discovering that the sales rep I dealt with was actually the manager, I was told that A Wireless is their own store and "they cant know what other stores policies are". I told him that was Verizons policy to which he repeated he cant know what others policies are. He told me there was nothing he could do for me. After I heard this, I let him know that I would be calling corporate, as I was extremely disappointed in his customer service. At that point he tried to sweet talk me and ask what he could do for me. I told him that he just told me he couldnt help me and ended the conversation. (I simply called as a courtesy to see if he would help me before escalating the situation.) After calling corporate, I discovered that his store is simply authorized, which essentially means they can charge whatever they want and get away with it. (I also called to mention his unprofessionalism, as he was talking about $1 beer nights and strip clubs during the sale.) He did not inform me that I could go to a corporate store and have my trade-in value given to me in account credit, nor did he tell me I could have my phone information transferred over for free if done in corporate. While I understand that telling me this information would have possibly lost if that sale, it would be the honest and right thing to do. Long story short, do NOT go to this store unless you want to be fooled!

DA

David Crawford

Wow, these reviews are all over the map. Like others, I had an issue with my wifes iPhone. This morning we went in and could see there were a number of people being waited on. However, we were approached by Jessica the manager who began addressing our issue right away. Earlier in the week my wife went to the same store without me and was given an 1 800# so we could file an insurance claim. Really? Like others that was not well received by my bride. As a matter of fact, if "Nancy" had checked she would have seen the same authorized retailer SOLD us the insurance. Today, as Jessica was waiting on us she greeted every new customer and advised someone would be with them shortly. And they did. I did see the robot behind the counter (please scroll down to other reviews). I am not sure what she was doing but since every new customer was being waited on I didnt give her much notice. I also saw a number of people returning equipment. They too, were seen quickly and they were out the door while we were modifying our plans. Long story short, we got exceptional service from Jessica which certainly went a long way to offset the first employee "Nancy." I think it is human nature to always remember the troublesome employee. For those of us who have considerable management experience, no matter the industry, you know that 80% of your problems talk back to you and of course the challenge remains to retrain or replace. This is not the first time I have been to this authorized retailer and have always gotten great service. Thank you Jessica!!