customer service

[OvidiuH]

I upgraded my phone Samsung Galaxy S22 on Saturday due to issues of it not working to Apple 16 pro max.  After telling the rep "Myna" (please I need help because I didn't want to lose all my information because of the transfer, and I didn't know how to do it.) That's the reason I went to the Verizon store in Schaumburg 1251 E Higgins Rd, IL.   I went there because I suppose they know better than me. I told her Verizon sent a piece of paper with the instructions on how to do the transfer where it said we clients have an option to do a backup with VERIZON to avoid any problem with the information before doing the transfer.  But she refused to do it and said, "it took too much time", I said no worries I have time... but also, I mention my husband had with google space to do the back up too. She said "no worries the new phone has enough space for everything 256GB".... I also said I wanted to keep my old phone till Monday to be pretty sure everything was ok. but she said "NO" because she needs the old phone that day... (that's no make sense because she told me we will have 30 days to return the old phone, and I received the new one 5 days ago.)  

 I just wanted to make sure to keep my stuff.  She assured me that she could get all my pictures, contacts, apps and everything transferred over to my new phone. I let her do this and let them take my phone. Hesitantly I agreed as she appeared to know what she was talking about.  

 I should have known better, and not permit someone to erase 4 years of my life. she started the update transfer on to my new phone. She showed me how some things started to transfer.  It took more than an hour. I was close by all the time because something in my mind said to me " it is not right".  I mentioned again please I need to be pretty sure all my stuff is ok in the new phone; she said no worries... I couldn't check anything in the new phone because she looked like she was in a rush, and then went and cleared / reset my old phone.  Then she told me that my new phone would take some time to download all my stuff.   

 She left the store without verifying with me that all of my info was in my new phone.  I left and went home. The phone finally finished updating and I looked at it. Realizing the past 4 years of my life have been erased, including some of my contacts, photos and videos from the last 4 years are gone. And my apps that have some data I needed out of them are missing too. I drove straight back to the store on Sunday and talked to another employees a man and girl in charge. He and the others could not figure out how to pull any recovery from my old phone. They could not figure it out....I was there for quite some time still with no solutions. The Only thing that was offered was a "well I'm sorry" .... I'M SORRY !!!?? .... and manager card Jenna Gertz.   

I was checking the Verizon reviews, and a lot of people lost their information and valuable memories because Verizon employees don’t know how to do the job or just don't care about the client's stuff.  If Verizon can't help their clients with this kind of service,  please don't permit their employees to do it and avoid this kind of problem.  But if you as a company can help clients like me who don't know much about the info transfers and help us to save the values memories/information I would gladly pay a fee for it... my problem is the info I lost is now priceless......