Verizon

"We recently switched to Verizon from Spectrum, and Sophie's assistance in making this transition was truly exceptional. Sophie's expertise and professionalism were truly impressive, and I commend her manager for providing her with the necessary training and support to excel in her role. It's clear that the leadership at your store prioritizes employee development and customer satisfaction. To illustrate this, Sophie was incredibly knowledgeable about Verizon's products and services, taking the time to explain various options and tailoring her recommendations to our specific needs. Her professionalism and enthusiasm were evident throughout the entire interaction, making us feel valued and confident in our decision. Sophie was able to secure the best possible deal for us, exceeding our expectations in terms of value and efficiency. She also provided clear and concise information about Verizon's services, ensuring we fully understood our new plan and its benefits. We are particularly interested in exploring the 5G Home Internet option in the near future, and we are confident that Sophie will again provide us with the same level of expertise and exceptional service. In conclusion, Sophie is a valuable asset to Verizon, and her commitment to customer satisfaction is truly commendable. We are grateful for her assistance and highly recommend her to anyone seeking a positive and informative experience at your store. Thank you again for your excellent service"

"The CS could be better. They've sent me to the location at S. McCarran and S Virginia (even though I live right here by this location) for help with my phone. Weird. And a long drive for nothing."

"My family and I switched to Verizon yesterday afternoon. Had a lot of issues transferring our numbers . Needless to say, my phone that I rely on 100% because of my business was not working. The Verizon person in the Reno location stopped helping me. Today, I woke up with still no help from the Reno Verizon person. After sending the Verizon Reno representative several text messages asking if we have any progress, she finally replied, telling me that she doesn't take her work number home. I understood that, but I would have thought that she would have at least finished getting my phone up and running before going home so that I had phone service. I decided to go to the Sparks Verizon store in the Galleria shopping center. I was literally there 5 min before they opened. The manager greeted me, and I told her what my issue was. Told her that the representative at the Reno store stopped helping me and needed to get my phone working. She had me call my husband from one of their display phones to have him add me to the account. Mind you, the phone had to be on speaker because of the way they have them displayed, customers and reps we listening to my private conversation. The representative that were listening had smirks on their faces. My husband told the supervisor the same thing I told her, and she said she couldn't help us and she was not going to lose her job for trying to help us... my husband asked to speak to her manager and she said she if the manager, he thinks asked to speak to her manager and she said that he was not there. My husband asked to the corporate number, which she did give him. After hanging up with my husband, the supervisor looked at me over her shoulder and said, "I can't help you," and walked off with a smirk... I could not believe the service we received considering we are NEW customers..."

"Came into the Verizon Los Altos store because I forgot my account pin and was told the only way I can get it reset is by going into the store. I was approached by Clint, the “manager” who informed me he was unable to reset my password on the account because there was no cell phone number on the account that he was able to send a verification code to. The only device I had on my account was my sons Gizmo watch that can’t get messages or calls without using the Gizmo app. I was given a paper and told to call “Verizon loyalty program” for help. Afterwards Clint says “no matter what customer service tells you, we cannot assist with resetting your pin in the store.” After calling customer service for the 5th time and escalating it to a manager, I was told there is nothing they can do and that the “manager” Clint should have called customer service on my behalf to help assist with resetting my pin. After already driving across town, I then had to head back to the store for the second time after already leaving upset the first time. Clint helped me yet again and I told him that customer service rep told me that someone from the Verizon store needs to initiate the call to help me reset my pin. Clint was able to initiate the call and within minutes my password was reset. Why was this not taken care of the first time? I shouldn’t have to drive across town in the pouring rain for a second time when my concerns should have been met the first time I walked into the store. This is not okay, especially coming from someone in a leadership position. I shouldn’t have to go through hoops and boundaries to reset my account PIN code. Staff should be refreshed on their customer care policies before informing a customer that “there’s nothing that can be done for you.” Happy to say I cancelled my account with Verizon."

"Came in to have a line added and a plan change on another and now neither one of those lines will connect to the most reliable network. Now I am just waiting for the rest of my devices to stop connecting to the most reliable network. I gave five stars because the person who helped us was nice but something got messed up and I don't have time to be on the phone or come in again to troubleshoot issues."