Verizon Authorized Retailer - A Wireless

Reviews 3

DU

Dustin Lang

The day before going into this store, a friend dropped my phone at the end of a dock while I was securing the boat we had been on. 30 minutes of diving yielded nothing but an unopened beer bottle and rubber bumper that had once been on the side of the dock. At this point we decided to give up as my phone was not responding to calls and we deemed it lost. The next day I met Jayk and Colt at Diamond Wireless and told him what had happened. Jayk took to attending to me directly and was pleased to tell my my line was up for an upgrade and also discussed ways of keeping the family plan at the same amount, since I had a $20 discount for being past the 2 year contract. Meanwhile, Colt stayed vigilant with other customers that came in but still kept an ear on my conversation with Jayk to be able to help clarify anything that arose. Upon talking about phones, Jayk mentioned several to me that would fit my tastes, but veered me away from the manufacturer I had been used to in light of the Samsung S7. When comparing what I had (HTC Remix) and what the S7 provided, they seemed to be quite comparable. He was also happy to tell me the durability issues of the earlier S phones had been dealt with a few generations back and the S7 had a metal frame. My previous phone did not have the same kind of metal frame than the one before it had and I had come to love the durability of those metal frames, especially when coupled with a shock absorbing case protector. Drops from my pocket while on service calls from 10+ ft had done nothing to the integrity of the internal parts of phones past. So I was pleased to have a phone with a metal frame as an option. On top of that, I was informed of the water resistance of the S7 as well and that pretty much cemented it for me. If the same unfortunate thing were to happen, I would at least have the ability to be able to locate the phone again through calling it. When all was said and done with choices about the plan and payment, our bill was quoted to go up a small fraction due to my now being under contract again; however, upon further investigation, it seems as though Jayk and Colt worked their magic to bring the monthly bill about $20 less than what was quoted as the lowest possible option. While other stores may have more things to look at, this one is staffed by people who have been around and grown up in the harbor and over the past 8 years or so, I have never once met with resistance from those staffed there or any sort of fluff political answer to say something without answering the question. I may be moving across the country soon, but I would not be opposed to waiting to upgrade my phone until I am back visiting my parents and able to do business with this particular location. I have been the very first in line and arrived before the doors have opened and also have been the last in line, arriving a few minutes before close and staying an hour past; in all circumstances, I never felt as though I was being pushed into anything, but rather had a guide to assist me.

ME

Melanie Upchurch

I went to the Gig Harbor Verizon store after my iPhone died. I knew I just wanted a new iPhone. The representative put the sale through as a new contract instead of just a phone upgrade, as we agreed that it was. He realized his mistake and then spent the next two hours trying to fix this problem. After over an hour, I asked if I could leave and run to the library as my children, ages three and five, were becoming restless. We left and returned. Upon my return he told me everything had been reversed, but that the system needed 24 hours to clear out the information before I could purchase a phone. He felt bad, but at no time was there an offer of compensation or some extension of sympathy for the fact that my children and I had waited over two hours and left with no remedy. I checked my account that evening had multiple “agreements” listed, all but two without my signature. Between that day and the next they posted 16 to my account. I also had insurance still on my bill even though I didn’t have the phone to be insured and the fee for the upgrade ($30) is still on my bill. I called and spoke to the assistant manager who said he could help me with those charges if I came in (not that easy to just drop everything and come back) or I could call Verizon. Verizon was able to stop the insurance, but I have to wait until I get my invoice to dispute the upgrade fee. At the minimum, a representative could have apologized and given some sympathy for my troubles and maybe offered a Starbucks while I was waiting or a 10% discount on a case or some form of making up for the time spent for their error. In addition, in speaking with the Verizon rep on the phone it turns out that the representative at the Gig Harbor store flat out lied to me when he stated that insurance can only be bought the day the phone is bought, but can be cancelled at any time. He and a colleague both stated this because I said, “I will add it later if I want it.” When I called back and said that they had lied to me the same representative said that you can add it in the store up to 14 days after purchase and directly with Verizon longer after that. I don’t mind sales, but I do mind LYING. To address my frustrations I have left messages for the assistant manager and manager and given ample time for them to call me back and they have not. There are four of us on our plan who routinely upgrade our iPhones and we will now be doing so directly through the Apple Store in Tacoma.

NI

nick pugh

I do not typically write reviews unless they are good, but do to my wifes experience I feel others should be warned. We needed to replace her phone because it was dropped, when she arrived She was told she could get a IPHONE 6 for $50.00. She called me and I talked to the representative and he confirmed as well, also saying it would save us money on the bill. I had purchased a phone online that day so I called to CANCEL my order because of what he told us. After talking to a Actural Rep, not a SALES associate they clarified that the phone was a 3 YEAR LEASE. When I got home I looked at the receipt and she was only charged 100.00 BUT the total cost for a 35G IPHONE was almost 1000.00!!! She decided to activate our old phone and returned the new one. They agreed and transferred her numbers to my old phone and all was done..... Until her text came in under my name and the service kept dropping. I spent over an hour removing and fixing there lazy efforts and later when I went to pay my CC bill they ONCE AGAIN added hidden costs. I own a business and believe in CUSTOMER SERVICE. Verizon is a big name and as a Corporation I would take a HARD look at Management. Theres allot of money to be made for Verizon in Gig Harbor and this company DIAMOND, but I Suggest crossing the bridge and going to a Corporate store that has prices that dont have hidden costs!