Verizon

It took about 5 minutes to realize the customer service was absolutely horrible. Rude people. Don’t go.

I’ve gone to this Verizon store more than once and have always gotten excellent service. They are friendly, give you a heads up in how long your wait will be, and not pushy.

This is not a review of the cell carrier of VZW. Compared to Sprint /​T-​Mobile /​ATT /​etc, VZW is the more expensive of the bunch but I generally have great cell signal and no random line disconnects,. I am a firm believer that if I am searching for signal and there isn’t any — then the phone is a giant brick and I’m throwing money away.
This is a review of the store at Cascade Pkwy where we received exceptional service by the Verizon Wireless team and stupid awful customer service from Asurion. On June 7^th, we arrived in Portland to buy iPhone 6S 64 gb for my wife. It’s a 850 device and she loved it. While we were at the store, the sales rep told us to get the insurance until we get the feel of the phone and have good protection on it. She told us we can always cancel it in a couple months — we have never bought insurance for our phones before, but somehow, I was convinced and we got the total equipment protection. 4.5 hours later, we were coming home from dinner and going up to our hotel room. While waiting for the elevator door to close, I was holding my iphone with my left and my wife handed me her iphone to turn on a feature.
I dropped her $ 850 iphone and watched in horror as it slid under the just closed elevator door, out of reach as we moved up the floor. In less than a second, the iphone made contact with the building frame and heard a loud crunch and the iphone popped a bit back into the elevator. There’s a picture, take a look.
Monday morning, we were at this Verizon Store at 10 am sharp, looking for help. The staff informed me that with insurance, they will probably overnight a replacement phone and we would be good to go by Tuesday morning. The staff called Asurion for me, and I started a claim.
1^st Claim, the Asurion Customer Service lady said, «we are sorry, the claim came back from the verification department and they said they show no usage of the phone — so please wait 24 – 48 hours and try again when we can see usage on the account.»
I know we used the phone, we were confused why they couldn’t finish the claim — we looked to the Verizon Store staff and they told us if we have to wait, there isn’t much they can do at that time to help. My wife was panicking, and we went off to try to have lunch.
While at Panera, I called Asurion back to try to see if there is something I can offer in term of proof of usage — anything, to facilitate the process of the claim so my wife can receive phone calls again.
2^nd Claim — I didn’t even know I was starting a second claim when the customer service lady named Suzanne came on the line. She asked me what had happened and I told her the story above. She then asked, «when did you get the insurance?»
«At the same time I bought the phone.»
«No, you did not sir, you bought the insurance after you damaged the phone.»
I was flabbergasted instantly and said, «no, I got the insurance at the same time, it should show that I purchased the phone, and I got the insurance before I walked out the store.»
«No, sir, that’s not what the computer is telling me., The first claim was denied because you got the insurance after the phone was broken.»
«What? How can that be? The first lady told me that we just needed to wait 24 hours or something for the data to come into the system.»
«That’s not true. That’s not how insurance works, there is no waiting period. You did not have insurance when the phone was broken, so we can’t accept the claim.»
«The people at the Verizon store can tell you that I got the insurance at the same time! You can ask them!»
«This is not a court, I can’t put them on the stand. Verizon people may be your friends for all I know. This is not how we work. The computer is telling me what happened and there’s nothing you or anyone can tell me that is going to change it. You can try to file the claim as many time as you want, it’s going to get denied.»
«Is there someone else I can talk to?»
«No, that’s not how we work, I am at the front line here and there’s no one else who will tell you different.»
I gave up talking to Asurion and went back to the Verizon Wireless Store. The staff knew us and immediately asked the «solutions manager» Graham M. to help us with our problem. Graham *LISTENED* to our issue, and called Asurion for us with a special contact he had there. In minutes, he had us fill out a affidavit from Asurion stating what had happened. He assured us that in 3 – 4 hours, Asurion is going to contact us and overnight us a phone — and if not, he gave us a direct line to contact him. We were travelling, and thought all was good — so we continued to Seattle.
By 6:30 pm Monday, we arrived in Seattle but we haven’t heard from Asurion and contacted Graham. He made some phone calls and told us it’s taking some time, but we are going to have our phone. I am running out of room, but by 12 noon Tuesday, Graham made it happen and we are overjoyed!

So… Initially we came here looking to add my boyfriend to my plan and ended up getting me the new iPhone 6 Plus and him taking my LG G3!
Jorge helped us the whole time and I’m sure with us spending over $ 1,000 helped him have stellar customer service, and be consistent with his attention to our needs.
We were here for a couple hours and after everything I was ready to go home and not look at another phone again! It took so long because we had to transfer phone information, get approval for other things and pick out gadgets. I think the longest thing was getting their machine to transfer contacts, it wasn’t agreeing with us.
Overall we had a great experience with Verizon and since I’ve been a customer of every major cellular company I can honestly say that they take the cake!!!
Happy Unilocaling…

I don’t typically like dealing with Verizon customer service. I’d say a lot has changed since I came to Verizon a few years ago. My wife and I were unhappy with our monthly bill, it was really high. Sprint just happened to be running a deal where they guaranteed they could cut your bill in half. They offered us the same plan at significantly less. We went into this store and spoke to a representative named. Nathan. He drastically reduced our bill within about 5 minutes of us being in the store. He made it so quick and painless. He was friendly. We were in and out and on our way in probably less than 10 minutes with no fuss. I’m happy with my service today. I think if you’re in the area you should check the out.

its ok, friendly helpful staff. but, damn what a wait, save your self time go to another store. I’ve been here 3 times (fiancé has verizon) and always waiting at least 30min.

Bought a 5s iPhone yesterday. As soon as I walked in the door, I was greeted and asked «how can I help». My sales ‘solution specialist’ Jameson, showed me what I requested, with knowledge and expertise. Made my purchase smooth and set up my new phone, with ease. Jameson made certain my phone was working correctly and all set to my satisfaction. A very good experience.

Now I want to give this place zero stars. I got contacted by someone from the store and they gave me all the mumble jumble of «customer service» blah. Instead of that… Train your people and empower them by giving them tools to solve customer’s issues.

Employees at every Verizon Wireless kiosk (or store) have always been good to me. I don’t know why I even tried to cancel my line through their invisible corporate call center.
After their people at customer service said that my line would be disconnected on X date (it wasn’t), I marched right down to the Verizon Wireless store at Cascade Parkway. An attentive manager quickly helped me with my transaction, sent me on my way with a proper receipt and in the end Verizon gave me a bill credit/​refund for my troubles.