Ok, I've waited 2 days to post this to hopefully get my anger to not show across this review. I chose this store do to the customer service in the past. They are probably the best in the far East valley. BUT, I went in on Thursday with a software issue on my phone, to the point I could not use my phone which is my money maker. The guy started off good, but things turned quickly. He immediately decided I needed a new phone. I'm out of warranty and do not have insurance on it. I'm passed due on my bill and couldn't make the payment till the next day. He was no help what so ever and I tore out of there in a heaping rage. I called Verizon from my wife's phone and was given the best person out there. She knew what was wrong and went through all the steps to correct the failed software update without sending me a new phone. All this guy at the shop had to do was look into the issue, but no he wanted me to pay more and wait 2 days for a new phone. It's not that I won't go back to the store, because I will to see new products, but I will not but anything in store ever again. I will take my time online and order or call and order. I'm sorry, but it seems that customer service in all Verizon stores does not exist.