I read plenty of reviews and was dreading going to ANY verizon outlet (retail or authorized vendor) as I had a really bad experience in LA 2 years ago (told one thing, turned out another, no recourse for a fix). upgraded to the iphone 7, Denae was super helpful and hung out with me as i backed up all my stuff from my old phone. now i still do need to see if Verzion is going to stink me again (i was told that it would only add $32 per month to my bill - that's it) so we will see! but in terms of service denae was helpful