Cellular & More

I brought my broken iphone here, which I had purchased through another Verizon store, and the guy I dealt with here was SO nice and helpful, even though he wasn’t getting anything out of the interaction since there was no sale involved. He spent a long time on the phone with technical support trying to get me a replacement phone (under warranty). I will definitely be back to this store next time I need to purchase a new phone for my family.

The staff at this store is amazingly helpful. Several other reviews mention John already; I too was helped by John and was very happy with his knowledge, patience, and honesty. I was in the store long enough to see several of the other reps interact with customers and feel confident that these are people one would feel comfortable bringing questions and problems to. I was helped sympathetically through several long, complicated calls to customer service about an insurance issue, and also given really useful guidance about alternatives for replacing a phone when that fell through. Currently hating Verizon, but loving this store for trying so hard to make the best of a bad situation.

I have to echo Dave S.‘s review
THE INTRO
My wife’s old phone was on the fritz, but her 2-​year contract was not up for renewal for another month. Best Buy told us that Verizon does not allow them to renew the contract early, so we went to Cellular & More (which we thought was a Verizon store) in order to see what they could do. The sales rep provided a novel solution to our problem, and I was happy with the fact that we could get the wife a new phone before the end of her two-​year contract.
THE RUB
The sales rep then offered us the phone insurance, which I am always keen to purchase. I have purchased Black Tie from Best Buy for all my phones before, and this would be no exception with regard to the purchase of phone insurance. The sales rep explained the terms of the insurance, and I was comfortable with the price ($ 140) even though we had to pay it all up front because Black Tie is $ 10/​month (x 24 months = $ 240). I was saving $ 100, right? WRONG.
Less than 14 days later, the screen on my wife’s phone was cracked (single hairline). We took it in to the store, and they directed us to call the insurance company. We did so. They called back and informed us that we would have to pay a $ 125 deductible for the replacement phone!!! THIS DEDUCTIBLE WAS NEVER MENTIONED AT THE POINT OF SALE. NOT ONCE. Hoping the best, I inquired further about the deductible and found out that it is NOT A ONE-​TIME DEDUCTIBLE; it is $ 125 per incident, meaning that anything more than one issue with the phone would be more expensive than Best Buy’s Black Tie service.
THE MEETING
I went to Cellular & More to speak with the store manager. I explained the situation fully. I said that I wanted to be returned to the place where I would have made the decision not the buy the insurance, meaning I wanted a phone that was not broken and I wanted to not pay $ 140 for the insurance. He said that he was unable to take back the phone (even though it was within the 14 day return period) because it was broken. After some discussion, he agreed to refund the $ 140 for the insurance. I argued that I also should be given a phone to replace the one that was broken because if I had been fully informed from the point of sale, I would have purchased the phone and then immediately gone to Best Buy to purchase the Black Tie service so that the phone was covered if damaged. He said that the purchase (and misinformation) associated with the insurance was a separate issue from the purchase of the phone and was therefore unwilling to replace the phone.
THE END
Now, I have a damaged (but functional) phone with no insurance. I will not shop at Cellular & More again because of their unwillingness to satisfy their customer in light of a gross failure on the part of one of their sales reps to divulge the exact properties of their phone insurance.
I HIGHLY SUGGEST THAT YOU DO NOT DO BUSINESS WITH CELLULAR & MORE.

The level of personal service and customer focus at Cellular & More is terrific. My family has now purchased 5 phones (including cases, car chargers and other peripherals) through this business. They are willing to go into as much or as little detail as necessary to meet your needs. They’ll do everything required to make sure you’re comfortable with the operation of your new phone. John Fillinger assisted with my most recent purchase, a 32Gb iPhone 4S. The 32Gb phone wasn’t in stock that day but John turned a projected 3 day turnaround into an overnight delivery. He took me through setup, transferred all my contacts, connected me to my email account and answered all my questions on phone operation. The bottom line is this — if you’re considering a new phone do yourself a favor and see the people at Cellular & More.

After grocery shopping next door, I decided on a whim to stop into this store to troubleshoot my Droid. I’ve had it about a year and for the majority of that time it’s been defective. I walked up, explained my problem, and sat down to wait for maybe five to ten minutes before an associate was available to help. John Fillinger, God bless his soul, was completely friendly, helpful, and patient when I had to make a few calls to find out my Verizon password/​pin that I had no previous knowledge of. Upon notifying me that I had an upgrade available, he gave me an AWESOME deal on an iPhone 4S that included a free case, screen protector, and car charger. Though he convinced me into buying the extended warranty he was honest — really had my best interest in mind as opposed to trying to make a few bucks. A few days later I called with a question and he was able to walk me through it.
For anyone complaining about waiting times, the key is to go after 5 or 6 pm. The store is completely empty! I’m making this my go-​to Verizon.

I’m a middle-​aged grandma and Mike the manager has been unfailingly helpful, patient and generous with his time. This store epitomizes the term «customer service.»

Everyone at this store is helpful and friendly; I love how they check you in and let you wander around without hovering by the counter for your turn. John Fillinger has helped me out a few times and always manages to fix problems, suggest ways of preventing problems, or make great recommendations about the products I’m looking for.

This store has terrible customer service. I should have realized this the first day I was there, when there were multiple angry customers who needed to make returns or replace a phone and were told they could not or the charges would be outrageous.
I went to return a $ 30 cell phone case and was told this was not possible, nor could I receive store credit. When I bought the case, I told the proprietor that I would likely return it. However, he failed to mention that after 2 weeks there is a «no return» policy. For a cell phone case? Is it going to go rotten? Is this store only about the bottom line?
Worst customer service ever! Go elsewhere!

«The vibrate mode for this phone is really not strong enough,» I informed the manager, sliding the phone across the table. «I mean,» (I somehow felt the need to elaborate), «Let’s be real. We all know I don’t wear baggy clothes and if I’m at a concert and can’t feel that thing vibrating in my pocket, it’s clearly insufficient.»
Anyone who can keep a straight face in dealing with my «Sex & the City» Samantha-​esque complaint is a true professional. Really. Which is why my family continues to seek out Michael (store manager) for all our Verizon needs. Over the past two years he has continued to go above & beyond whenever helping the fam do our cell phone upgrades.
Hello, my name is Marissa and I have cell-​phone-​upgrade-​phobia. Fortunately for me, there’s a 30 day return policy so I can try out a phone and when I hate it (typical), I can just keep trying. I live in Chicago now and don’t even want to deal with any store here or the Verizon website because… well, why would I?!
I feel much more comfortable dealing with the Cellular & More store directly, even from here. Michael promptly responds to questions via phone or e-​mail and even ships me the phone I pick out free of charge. I would much rather wait a day or two to get my phone shipped, knowing that I’m dealing with honest (and actually reachable) real people. And I know if (what do I mean «if», let’s be real — WHEN) I want to return it, I know it will be hassle-​free.
BOTTOM LINE: Skip the website, skip the corporate store, stick to the «local» spot for the best service, hands down.

This is that little freestanding structure right before you get to strip-​mall land when you’re driving down Washtenaw from campus.
These guys are UNBELIEVABLY honest, helpful, and not preoccupied with selling you something. Twice I’ve been in there and they’ve bent over backwards to give me information and assistance AFTER we had already established I could not buy anything from them because my plan was in a different area code. And once, when Verizon Wireless was being a jerk to me on the phone and not giving me what I wanted, they handled it in the store and got it for me!
If you have real questions about cell phones and service, go here instead of somewhere like Circuit City.