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| - I can't even believe I am giving Verizon 1 star. We have been a customer since 1990....one of their oldest customers. We have always been happy with the customer service and assistance at this store. We went in the other day to finally change plans. Along with our son and my 90 yr. old father we were all going to join the new "Unlimited Plan. We were nicely greeted and our name taken. 2 people were being helped, and 2 were waiting. Shouldn't have been a long wait. After about 45 min. and 8 text messages that said "You are next in line", and watching workers gathered at the counter socializing while customers were waiting, the greeter could see that we were visibly getting irritated. I was beginning to think that this location was NO LONGER a Verizon store, but what they call a "Premium Retailer" ( which we absolutely would stay from, after several Bad experiences.) We finally got help from Lauren, who was brought out of the back room to help us. When we explained what we wanted to do, her reply was no problem, it will only take minutes. Over 3 hours later, we were sent out the door with with a piece of paper from Lauren that states...CALL CUSTOMER CARE ON THE 29TH OF APRIL, AND LET THEM KNOW YOU ARE ON THE UNLIMITED PLAN . She went on to state that you can only change your plan at the end of billing cycle, and that wasn't until the 29th. She also stated that we would receive credit for all our overage charges for the month. Altho she said we couldn't change plans, my husband and I are now on the NATIONWIDE PLAN with 300 min. and 1 GB of data. I wanted our regular plan back, but that wasn't happening. Lauren told us to call *611 at end of month and we would be able to get all charges credited. We ALL know how easy that would be!!!! HAHA She spent quite a bit of time on the phone, trying to get our new plan, but hours later, she knew we were upset. Lauren finally told us "Don't think I'm happy about spending hours with you either. We work on commission in here and only get paid when we sell. With that, she handed us this paper and dismissed us.
I finally convinced my son to call Verizon, which he did. Within 5 minutes, our plans had been changed to the Unlimited. Luckily we didn't have to do a 2 year contract, because after 27 years with Verizon, I feel it may be time to move on.
Verizon went from being an amazing company, with the best customer service and assistance around. The staff was knowledgeable, and beyond helpful. NOW....as with other companies that have grown so big, they really don't need you...so really don't care if you stay loyal or not. Such a SAD commentary on what used to be a GREAT company.
I see other reviews that are stating the same problems with this location. Is it the location, or is it Verizon?
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