Verizon

Reviews 5

EL

Elias Berg

Do not go here. Its super convenient having a "Verizon" store right in downtown Madison, but this is just a certified retailer, a.k.a. an indirect verizon store. Any contracts or actions you take involving your verizon account at this store cannot be undone by verizon since these indirect stores are only certified retailers and not actual verizon stores. I went in pretty recently to get a new phone and the salesperson, Michael, acted very nice, but was definitely playing us to maximize his sales. He lied about two promotions going on: one about getting a free iPad and the other about getting a free $150 credit to our verizon account, both applicable to anyone buying a new iPhone. I asked multiple times about the validity of the promotions since I was extremely skeptical, but he insisted they were real since I was getting an new iPhone. When it came to signing the contract, he baited and switched us; he had us sign contracts that agreed to pay for the iPad and iPhone with no credit, when the iPad and $150 credit were supposed to be free. So now were stuck paying for a brand new iPad since we didnt get billed for it until after the return period was over (and we were under the impression it wouldnt show up on the bill in the first place). If this was a verizon store, then wed have no problem calling headquarters and reporting the incident, but since this is a retailer and not a "direct" verizon store, every time we called, wed get forced to solve the issue with the store managers. The store managers refused to help and told us they would try to contact their upper management to retract the faulty contracts, but never actually did anything. Id ask for proof they actually did anything to remedy the situation and they would find every excuse in the book to not actually provide any proof. So all in all, dont trust the salespeople working here. Dont sign any contracts if you can help it unless you not only see the fine print but also see the signature line immediately after (otherwise youll just get bait and switched like we did). Youre better off driving an extra couple of minutes to an actual verizon store than dealing with these folk.

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RA

Rachel Palmer

Sales associates at this location blatantly LIED TO MY FACE when I asked about the full retail price of a phone I was buying. I told them that I would be willing to pay the total cost of the phone up front, if that was the cheapest overall option. They (2 at once) insisted that they did not sell phones at full price at once and that their total price, which included a large up front amount plus a monthly installment, was what the phone would cost if purchased outright at any retailer and that most retailers were only selling the phone in installments anyway. They went on to further explain that they were the cheapest option because other places would charge interest on installments. All of this was completely untrue. It turns out that the associates were selling me a bunch of accessories which they claimed were included with new phone purchases and then I would be charged exactly the same full installment amount that Verizon corporate charges if you buy the phone through the website or at a store. Because I was trying to replace a phone with a broken display, I had no way to double-check the price while there. Furthermore, they do not provide you with itemized receipts in-store, so I didnt even realize what Id actually been charged for until I got home and could check my email. Two stars because when I marched back into the store the next day having looked up the actual price of the phone (same across all retailers including Verizons website and a total of $150 cheaper than the "plan" theyd sold me) and calmly, yet firmly demanded I be given a full refund, they complied. Remember, THIS IS NOT A VERIZON CORPORATE RETAILER; this is a third party store. They have nothing to gain by fairly treating existing Verizon customers. Because Verizons business model no longer includes "contract extensions", they stay in business by selling actual things.

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A

A Private User

I will not be going back to this "Verizon" location (actually Mobile Generation). I went in to get a phone upgrade, which was fine. It ended up coming down to two phones, one older model, and one that came out a few months ago (so I was told). I was also told that Id have 14 days to return the phone if I changed my mind, and that any restocking fees would be able to be waived. After talking to a friend who works in phones, and doing some more research, I decided to go with the newer model. I came back the next day, wanting to exchange the phone. First of all, I was given misinformation on the phone model. We were actually looking at an older model the previous day, and the model I wanted was a lot more money. The one we were looking out didnt come out "a few months ago," but almost two years ago. But that was never admitted. Secondly, I was given misinformation on the restocking fee. The manager was there this time, and was very rude in how he expressed that the restocking fee couldnt be waived. When youre in customer service, saying "NO!.... No...! No.....!" to a customer as he did is in VERY poor taste. Instead of saying something like "Im sorry, they must have been mistaken," you say "NO!"??? Even if the customer is wrong, you dont act that way. The way it was said was very rude. After being given the WRONG information on TWO important details, things ended up costing me a lot more than I wanted to pay. I wont be back, especially with a manager that acts that way. Plus, arent you supposed to dress up at your job?

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A

A Private User

My phones charging port got messed up and since I was on campus, I decided to go to this Verizon Store....AND GUESS WHAT??! THIS STORE HAS GOT TO HAVE THE BEST CUSTOMER SERVICE I have ever experienced from any Verizon Wireless store I have ever gone to (and I have been with this phone company for 5 years). I talked with their store manager, John Gardner and he was able to call customer service for me and helped give me tips when things didnt go quite right with Customer Service. This is the FIRST Store I have gone to that Ive been able to trust the sales-people. They genuinely want to help their customers and not gain profit for the company. John and another employee was able to give me tips as to how to call Verizon to get them to fix my phone. They also gave me other options like Best Buy, HTC, etc. They were so kind and respectful! I seriously trust these people with my business and Im going to tell friends about this store. Its seriously the employees that make or break a store, and this store (which has only just opened for a year now??) is going to be great! THANKS FOR ALL THE HELP GUYS! I will be back <3

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GI

GILLIAN QUINN

I spent 2 hours waiting in line for service while the two staff members talked on the phone helping people instead of helping customers in the store. I was third in line when I arrived, and it took TWO WHOLE HOURS. Not to mention, one lady walked in and got helped right away, as they do not have a formal waitlist. After the first hour of waiting, I asked to charge my phone, as I did not want to be waiting all of this time and end up with a dead phone and not get the help I needed. They told me they had no charger available for me to use, so I took it upon myself to go to the iPhones on display and charge my phone there, which worked perfectly. Finally it was my turn, and they tell me I cant use my upgrade unless I "buy out" my moms phone since she is not on the two-year plan. Online, it said she was due for an upgrade 6 months ago, but no, I cant use it, because they no longer due two-year plans. Im livid. I waited two hours in line for them to tell me within the first 5 minutes that Ill have to wait a whole year to get a new phone. Ridiculously poor service.

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