Staff is not properly trained. Phone rep told me I needed to go into a store to complete my transaction. When I got to the store they told me they could not do it without the device even though I was just changing contract terms. Went to Verizon at Happy Valley and Lake Pleasant Parkway with device and was told I did not have to bring it in. They made the change with no problem. This location also employs the type of people we all like to encounter when spending oodles of money, the ones that are playing on their phone, discussing with other employees their plans for the night or weekend....just plain unprofessional!! Do Not Go Here!!!!!!