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New phone upgrade
CharlieK1
Member

I am writing this due to my frustration with a purchase made through one of you stores.
I purchased 2 iPhone 11’s at your store location in Arbutus. My son decided after getting the phone that he needed more memory due to his large amount of music.  
In the interim of taking the phone for an upgrade, he cracked the screen. I had the protection on that phone and went to the same store to get it fixed and upgrade.
The frustration comes from speaking with the owner, Thomas.
The phone must be fixed prior to trading up. I paid the $30 but the soonest the phone can be fixed is one day past the 14 day upgrade period.  
Mr Thomas said had it not been for COVID, I would have been able to get it fixed on time and traded up. I asked if there was another resolution and he said no. Those are the rules.
I have been a loyal Verizon customer for over 15 years. I have 5 phones and Fios.
I came to a Verizon store rather than shop on line to support a local business and because I like the customer service (in the past)
I am very disappointed that I would be put in a no resolution position for a $50 upgrade
Now I spent all day upgrading a different phone while I am getting that one fixed and I will go to the Apple store to switch them after I get the other ones screen fixed. (Going to Apple due to this problem)
At this point, I will be taking future business and my other upgrades to the Apple store and avoiding your business.
I believe at this point a fair resolution would be to upgrade my sons phone at no cost to me.
I will be writing letters directly to Verizon also

Disappointed,
Charles


Sent from my iPhone

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Re: New phone upgrade
vzw_customer_support
Customer Support

As a long-time and valued customer, your concerns are our concerns too. We thank you for providing such detailed information about your recent customer service experience at one of our stores. After reviewing the feedback you've provided, we certainly don't want to lose you as our customer and we're here to help you in any way we can. We'd like to investigate this matter for you. Since we will need account-specific details from you, we’re requesting your permission to gain access to your account. Please check your Inbox as we’ve sent a Private Message to you regarding on this topic:

 

http://spr.ly/6603Gc1Jd

 

- RobertC_VZW

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