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| - My phone's touch screen started having serious issues so I went in and talked to a rep. He was helpful, told me they would get the replacement shipped out and to bring it in and they'd swap it out no problem. This experience is why this isn't a 1 star review.
Got the phone 2 days later, went in today. Older gentleman asked what I needed when I walked in. Told him the situation, gave him the old phone and the new one. He tried downloading all my data onto the new phone through the cloud. I let him know my phone isn't set up with the cloud, he'll need to use the machine. He was annoyed like I was inconveniencing him.
He hooks up the phones and starts the process. Tells me it'll take 60 seconds. Takes around 15 minutes. Tells me it's good to go, hands me my old phone and has me put in my password and reset it. This is my mistake; I trusted he had done his job correctly.
I reset the old phone and he hands me my new one. All that made the transfer was my contacts. Had close to 1,000 pictures (which he acknowledged at the start of the transfer) and only 100 made it over. He advised they'll show up later.
I know this to be false and call him on it. He went into menus, goes to iCloud, hits "Backup." The loading bar starts up. He looked at me and said "they're still downloading." I told him "they're not downloading, you're backing up the phone. There isn't anything in the Cloud to download." We have an awkward stare.
He says "I'm not a whiz, but I use the cloud. You really should too." Like this is my fault, but he doesn't want to admit there's a problem. So I guess I'm just shit out of luck on pictures from the last 2 years.
He then tries to put on my screen protector and butchers it. Can't get it on, takes forever. He finally deems his latest attempt successful. It's not centered and has bubbles and debris underneath. He hands it to me like it's acceptable. Doesn't give me a receipt for the screen protector (paid $22 for it).
This whole process has taken around 45 minutes. My lunch is over and I have to leave to go back to work. I try and call the store number when I arrive at work as the screen protector has already completely fallen off. I go through the phone prompt three times, but I keep getting corporate. They tell me they can't transfer me to the store.
This sort of customer experience is not acceptable. I do NOT appreciate being lied to. He knew my photos were gone and something had gone wrong, but instead of being honest decided to lie to my face. His nerves after I called him out caused him to screw up putting on my screen protector and instead of JUST GETTING A NEW ONE OR ASKING FOR HELP he tried to pass that off as acceptable too.
I will be coming back in to get the screen protector replaced, and if I am given any issues for not having a receipt will be filing a complaint with the BBB. I cannot believe it's so difficult to get a basic thing like this handled properly, and it is baffling that it is so extremely difficult to call a PHONE STORE.
Once that is handled, I'll be trying to recover my data from iTunes. Hopefully it backed up the data lost since I can't trust my store to transfer the data.
The worst part of all of this is my wife had the SAME thing happen to her phone. She's with AT&T. We went in, they replaced it with a phone in the store, and were able to transfer all her data and contacts. Gave her a new screen protector and everything. The experiences were polar opposites, and has me wondering what the hell I'm doing with Verizon at this point.
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