Verizon

I’ve been a loyal customer for almost ten years now. I know that doesn’t entitle me to better customer service. Prior to today I’ve had nothing but great things to say about my interactions with representatives. They’ve always gone above and beyond to meet my needs, I regret not posting about the good times. Surely an indicator that I took great customer service for granted. Today I left with my business unsettled. I visited the kiosk to purchase a new phone. Upon walking up to the kiosk I was eye balled and watched by one of the guys working behind the counter. He didn’t welcome me or offer any assistance. He just stood there watching me. Watching. And watching. I looked at the phone that I wanted to purchase. Then he addressed me as «what do you need Bro? «First of all I’m my sisters brother. They may call me Bro. If I’m giving you money for product and service there should be a better way to address me. I know that’s sounds oh so pretentious. Second of all the tone suggested my presence was an inconvenience to him. I walked away and will never visit this kiosk again, and I’m on the verge of switching to avoid conducting business with this person ever again.

I will NEVER do business with this company again. It has been a 2 year long ordeal that started because there was a miscommunication on their end to my bill. I ended up having to pay a late fee and complete any transactions with Verizon in person for the next 6 months in cash. Like a kid getting sent to the corner for timeout.
Mainland reps are even worse as it was their billing center that messed up my bill in the first place. When I threatened to pay the early termination fee the manager sarcastically tells with a laugh me, «So you’re going to pay $ 300 to leave us?».
When I think I am finally out and ready to pay my last bill today, the reps inform me that I still have a tablet and to get out of that payment will be another $ 130 one time fee or $ 60 for the last two months. The attitude that comes with it is not appreciated as well.
Everyone has a right to choose their carrier but if anyone ever asks me I will NOT be recommending Verizon. Terrible company with below standard customer service. I’ll gladly take the $ 50/​month savings I get at AT&T. See ya!!!

This review is for Jason. He was awesome! I came in to get a new phone with my 2 year upgrade. He was attentive and super patient with me while I took FOREVER to make every little decision about my new phone. He listened to me and gave me honest, objective suggestions based on what I was looking for. I was being VERY indecisive and I really appreciated his patience when he could have easily gotten frustrated — even I was getting irritated with myself!
I love my new phone and am completely satisfied with the phone/​accessories I *finally* ended up choosing based on his recommendations. My Bluetooth Bose speaker is dope! Thank you so much Jason!!!

While being a regular here for the past year I must admit they provide great customer service and are very knowledgable. But I had to drop 1 star off only because the glass screen protector did not protect my phone screen…
If I were you and you’re planning on getting a screen protector to prevent your screen from cracking I would double check with the quality of their screen cover brand…
I dropped my phone once by accident while getting out of my car this morning. I saw the glass screen protector cracked then I took a good look at my phone again and realized that the edge of my actual phone screen was shattered from one end to the other.
Unfortunately I was not able to get a replacement for my glass screen protector according to the Verizon team in Las Vegas, (the glass screen protector is a different brand from where I had originally purchased it which was at this location in Kahala mall.)
I ended up purchasing a stronger glass screen cover that literally covers the entire iPhone 6 screen along with a free one, life time warranty and a free $ 25 gift card… I was quoted $ 190.00 for a replacement to get my screen fixed but decided to skip it as I can get it fixed else where at a reasonable price.
I really do appreciate the great service you folks have provided me but I am sorry… I was not pleased with the out come on the glass screen protector.

DO NOT DO ANY BUSINESS WITH THEM!!!
Worst customer service I’ve experienced, not just in regards to cell phone providers and carriers, the worst customer service in general.
The employees do not acknowledge any customers that come up to the kiosk. Then after standing right in front of their faces for 20 minutes they ask if you’d like to be put on the sign in list to wait even longer.
Once you finally get an employee to help, they are not friendly and treat you as if you’re an inconvenience to their ever so important time on the clock to talk story with each other and play on their phone.
When it comes to singing up for services and billing, these guys are a bunch of f’n snakes. I signed up for the edge plan and was told I could upgrade my phone after 1 year if needed. The phone I had purchased from them began to give me issues after about 10 months, I went in to see if I could just pay the 11^th and 12^th month and upgrade. Instead of trying to help me out, all they did was argue with me and told me that my contract says I can’t upgrade until 18 months, which is not what I signed up for. Went to the keeaumoku one and they allowed me to upgrade my phone on a warranty, which I was never made aware of at the Kahala Location.
I also went down to this kiosk because my bill was higher then what they quoted me. They said it’s fine and it was because of fees and taxes, ok fine. Then one of the snakes tells me I qualify for a free tablet. He said the tablet is a $ 10/​month charge, but if I got it during this so called «promotion» that I qualified for, I would get a $ 20 discount, hence making my bill $ 10 cheaper. I asked if this discount was a one time thing or for the duration of the contract, he told me it was for the duration of the contract. There was no $ 20 discount ever and now I’m stuck on a 2 year contract paying for something that I do not even use!!!
This place has the worst customer service I’ve ever experienced in my life and I sometimes wonder if the s**t they pull on their customers is even legal. Management needs to look into this location and get rid of some of these snakes. I’m not the only one on Unilocal giving a review like this, so it can’t be that I just caught one of them on a «bad day» or they just made a mistake. DO YOUR JOB AND STOP SCREWING PEOPLE OVER. Super shady business, do not go to this location.

Worst customer service ever!!! Came up to the kiosk and none of the reps bothered to tell us we will be right with you. Especially a bigger size girl who completely turned her back on us. That was super rude. Absolutely the worse customer service I have ever had.

Went to inquire about extending service and possibly getting new phones. We were totally overwhelmed and confused with all the new options. «Dee» — the GM and his team made us feel valued and spent time explaining… and re-​explaining. We got 2 new iPhone 6S Plus 64 GB phones, more data, unlimited text and talk, and paying just $ 20/​month more… How? No clue. Hey. We are happy and not complaining! Thank you Dee and Sean.

Worst Verizon ever! They sent my packages to the wrong address, lied about what I was being charged for, told me to «hold on» because «I godda burp». Ugh just overall a bad bad first experience with Verizon and I have been a loyal customer for over 10 years. I’ve never had such a mess up. I also had to drive to FedEx to pick up another box. Terrible. I’ll never go to the kiosk again!

Review is for JACOB.
You are one of the WORST customer service reps that I have encountered in a very long time! Not only were you on your phone texting when we walked up to you and didn’t even bother to look up until one of your co-​workers said «we will be right with you», but you gave us the most inaccurate information about our phones, and claimed to have worked for all of the different companies before coming to Verizon… blah blah blah, and how the same thing that happened to my phone happened to YOUR PREVIOUS 2 PHONES… blah blah blah, and that basically my phone which was ONLY 33 day old was NOT worth the money I had paid for it, nor will the INSURANCE that I am paying for each month will cover a NEW PHONE. I would get a REFURBISHED phone in 24 hours, by 8pm the next day… OH WAIT… it might not get here the next day because «we are in Hawaii». The «phone» would only be the «housing», and «if I didn’t send back my „damaged“ one, or „something“, I would be charged $ 500.» It went on further, because we had told him that we got our phones and plans from Costco. He «rolled» his eyes at us and said…“oh, you got your phones from Costco” (not hiding his disdain for us further). We asked him, «what he meant by that», and he replied that phones from Costco were not reputable, and basically made me and my husband feel «dumb» for going with Costco, instead of buying from him. Oh, and I had to ASK his name because, unlike everyone else that was there, HE was NOT wearing a name tag… He said «oh, my name is Jacob.» I told him thank you, because he had no tag like everyone else… and through all of his bulls**T, he tells us that he just started working for them that day… Way to go VERIZON Kahala!!! To make it worse… the «SOLUTIONS SUPERVISOR» did nothing to help out, even though she clearly saw how upset we were…
Needless to say, we went back to Costco, and they were MORE THAN HAPPY to change my phone and UPGRADE me for a lesser price. If I didn’t have to put any stars I wouldn’t have!!! You all at Kahala Verizon are suppose to be representatives of this company… REALLY!!!

I just love it when I see 6 dudes standing around a cell phone kiosk, doing absolutely.nothing. With cell phone carriers, its always trying to find the least worst company.
Verizon is better than sprint but when it comes to activating the phone, they are equally incompetent. I activated a phone here and purchased one and of course there are hiccups in the process. It’s not like they have done this 9 trillion times, but yup, there always seems to be something. This time it was picking a phone number. I picked a certain number, then the sales associate somehow f’d it up, and asked me to pick another number. Why? You mean someone was able to pick that 808 number in the span of 3 minutes? suspect.
Then I notice there are these weird charges on there, and your reply is «oh don’t worry we will credit it back to you later». uh. how about I take this phone, and give you an IOU that I will totally pay you for this phone later. It was overall an annoying process that felt like I had to double check this guy’s work. If I were an older person or someone who didn’t know anything about cell phones this guy was gonna hustle and charge for all kinds of fees and hope no one noticed.
Shady…

Great customer service by the representatives! Very friendly, knowledgeable and helpful. However some policies are lacking:
1) QUEUE SYSTEM: They need a more organized system to help serve people; maybe pull a ticket system. They try to use a tablet for customers to sign in, but the tablet is not in a consistent location and on almost every occasion customers are able to get served even though other customers were waiting before them. They also have an online reservation system, but on every occasion the appointment times weren’t kept and you still need to wait for whoever might have captured the attention of a sales associate.
2) FREE CLASSES: The classes are great, however on one occasion the class was cancelled when several people showed up on Sunday morning without notification. What a waste of time. And the email notification says for the customer to notify if we need to cancel… Verizon should also let the customers know too so as not to waste our time…
3) EDGE PROGRAM: This is a complaint of the Edge program (and not the kiosk) which I signed up for last year. This is a terrible program. I didn’t realize you cannot change phones by purchasing another phone until you pay off 100% of the phone that is on the Edge contract (which is at retail value). Also, when you upgrade to another phone on the Edge program, you need to turn in your existing phone and you start again with new monthly payments based on the retail price of the new phone over 24-​months. So basically, no matter what, on the Edge program you end up having to pay for the phones at full retail price before you can change to the next phone.

They need customer service training at the Kahala Store. They are slow, not very professional, not very attentive.
The Kapiolani Store should train them.
Someone, please help this location!

How can you stand in front of the workers for ten minutes and none of them look up!!! I understand you’re busy with customers but all I wanted to do was get on the sign in list to be next but nobody would help me!
I waited another ten minutes and finally the African American guy who I believed was the manager looks when I move to right in front of him ask me if I want to sign in. I tell him I’ve been waiting to do that forever! He say’s sorry and signs me up and tells me you’re number 2 on the list! Whoopity doo. the guy who came after me got his attention first and is number 1!
Mr Manager then walks to one of the girls in the kiosk and says I’m going downstairs now. if you need me call me. I wanted to blurt out… ummm Mr Idjet, I’ve been here for over 15 minutes, the «number 1 on the list is waiting too. we need you!!! Why don’t you help us!!! Again. I’m already breathing heavy so I walk around the counter to browse and arrive on the opposite side where I stood forever to wait when I arrived.
So I’m angry, signed in and standing by the heavyset girl who I stood in front of forever when I arrived but completely ignored me, she finally gets rid of her customer and I’m thinking YAY it’s my turn since I see Number 1 getting helped on the other side. Of course not! How could I be so lucky!!! Heavyset girl immediately helps a lady who just walks up to her. By now I’m WTF!!! And actually laugh out loud! What a freeking joke this place is.
I was so irked I walked away and went to face the traffic back into town where I knew I’d be helped quickly and with a cheery staff at the Kapiolani branch!
If I could… ZERO STARS FOR KAHALA VERIZON!!!

I had a question abut my Verizon account. All the workers wer busy so I stood in line. Meanwhile a lady comes and walks right up to the counter and asks if there was a line. The Verizon worker stopped assisting her current costumer and signed the lady in. The person in front of me shook his head because we weren’t offered to sign in. After the lady signed in the worker went back to helping the last costumer. I refused to stand in the line and as I walked away I spoke very loudly about how there was a line and how dare they ignore their costumers who were waiting to be serviced. The lady felt bad for cutting us all off and I felt bad becsuse it wasn’t her fault that the workers failed to recognize those who wait patiently.

Honestly, I used to work In the mall and it was really convenient to pay my bill with the machine they had. I always get good service with Aaron! So of course I would rate it a 5 stars. Unfortunately this time around I came in waiting to pay my bill because they took the machine away. I literally waited about 20 min for someone to help me. They just looked at me like I was stupid. Eventually the girl who was doing absolutely nothing on the computer came up to me and asked me if I needed help. She then took my payment that only took her 30 secs to do. Never thanked me or said anything just put my receipt on the table and walked away.

Review is for AARON
I’ve been with Verizon for several years now. The customer service has seemed to be hit or miss at various locations.
Today I was helped by Aaron. It was a great experience. He seemed to go out of his way to help identify areas where I could possibly save on my account.
He also was able to help with my Son’s smartphone and get an ongoing issue resolved by filing an insurance claim on our behalf which took all of 5 minutes. Other Verizon location reps had simply done a factory reset… more than twice which was a nightmare… multiply for my 11 year old.
There wasn’t a wait at all though on one previous occasion I had waited 45min.
Now for the juicy details, I ask A LOT of questions regarding functionality of various phones, details of my contract, variations in case type, etc. He was very thorough and not at all reluctant to explain the details and answer each of my questions to my satisfaction.
In spite of my many questions he was thorough and quick. This guy knows his equipment and seems to be willing to do whatever it takes to satisfy the customer which to me, is the most important detail necessary to the equation of providing exemplary customer service.
The only negative thing I have is that items I purchased as part of the additional equipment package will be mailed to me. Package includes a car charger fantastic Bluetooth headset and phone case (with a couple to select from). It also seems to be that various colors/​style cases I’d have preferred were not in stock at this location… or something… anyway I was tired and starving so I just picked a case from what verizon in the mailand showed as ‘in stock’ and went with the black phone (white would have needed to be ordered).
Aaron said that I could check back for the case I’d preferred but really, no thank you… I try to avoid the mall or any shopping for that matter. My phone just came out on a few days ago which I’m sure has a lot to do with the lack of accessory availability.
Thank you Aaron. I recommend asking for him if you would like someone you can trust to help… don’t be afraid to ask questions either. It is a sales persons job ensure that you understand the details, especially when selecting a smartphone/​plan. $!
PS I LOVE MY NEW SAMSUNG NOTE 3. Great recommendation !

I appreciate businesses that go above and beyond for their customers, who have the customers best interests at heart. Kahala Verizon lacks this. I am only speaking from my experience and why I won’t be going back. I’m sure they have great reps but with management being so unhelpful there’s only so much the reps can help you with.
I tried to purchase my iPhone 5s at the Kahala location while keeping my unlimited internet plan through an alternate upgrade (phone switch). While I was told by Verizon’s customer service over the phone that it was possible, the Kahala location’s rep and manager said that it was no longer available so I decided not to get the phone from them. Luckily for me I wasn’t in desperate need of a phone that day.
I called Verizon’s customer service back and was able to purchase my new iPhone 5s with a subsidy through an alternate upgrade. Without losing my unlimited internet status! Though I had to have my phone mailed to me, it was well worth the wait!
I don’t understand why Kahala would not help me when it was so easy and possible to do! They definitely aren’t looking out for their customer’s best interest. I feel like they lied to me to try and have me lose my grandfathered «unlimited» web status.
Hilariously the girl rep at Kahala said that by forcing its customers to switch to a limited web plan that Verizon was looking out for their customers?!? Really??? How is going from $ 30 unlimited to $ 30 for 6 GB (max plan) doing me a favor? If that’s her sales pitch I think she should get a better one.
Though they are a convenient location, I will never give Kahala Verizon any business again. Apple Store is right around the corner and are able to do Verizon activations. And Apple reps are incredibly nice.
Kahala Verizon should take notes from the Apple store in customer service.

I wish I could rate no stars. Manny was a nightmare to work with. He acted like a major bully and totally tried to intimidate me into not returning a phone I was clearly not happy with as it was defective for several reasons including arriving damaged. All the salespeople there were horrid with sassy and grouchy attitudes.
It’s no wonder the mainland customer service rep later said the Kahala store gets the most consumer complaints. They actually were low enough to lie about the reason I returned the phone stating in the verizon system that I just didn’t know how to use the phone instead of the real reason of it being both damaged and defective on arrival in the mail… unbelievable!

I have never had any problems with any verizon wireless stores and this kiosk continues to provide excellent customer service I have come to expect.
You can walk up and take a look at any phone that catches your fancy. Once you show interest in a phone, someone there will be right there to help you out.
The kiosk is well stocked with the latest phones and knowledgeable staff at your service.

After receiving horrible customer service at the Bishop location I decided to try out this location hoping to get some help. I wanted to detach from my mom’s plan, use my upgrade and get my own individual plan. On Friday afternoon I headed over to Kahala Mall, the first person to ask me if I needed help was JOSHUA. I told him my situation and he briefly explained the difference between the Iphone4 and the Iphone 4S. I made an appointment with him for today (since he was so helpful) so that I could gather some paperwork and do some research on the phones before taking on my new plan!
My appointment with Joshua was at 12:30pm I arrived there at around 12:50 and was clearly late so Joshua was taking his lunch, I felt bad so said I could wait but Devin (another employee) insisted it was ok. Minutes later Joshua came over and started the process of getting my new Iphone 4s/​contract. He answered all my questions and was really nice throughout the whole process. If you really want to be helped and not be rushed I suggest working with Joshua and making an appointment wouldn’t hurt either. I can’t wait for my Iphone 4s to arrive!
P. S. I noticed that Devin was a bit rude to some of his customers