I was at the Somerset store in Portland, ME on July 3. We needed a damaged phone with insurance replaced. The new sales consultant was beyond his capabilities and couldn't handle putting in the physical address for delivery, which is different from the billing address (a PO box). Rather than asking a more experienced agent or Asurion for help, he sent us across the city to the Asurion office, which he guaranteed was open. After spending another half hour traveling there, parking, and walking, the store was CLOSED. So we then drove to a Verizon location in south Portland. We waited for an hour only to be told by the agent that they couldn't help us! Next, we drove back to the Verizon Store at Somerset Street and worked with Sales Consultant M. G. He apologized for the delay and poor service and immediately called Asurion to solve the problem. In 5 minutes we had a new phone on the way and sent directly to our home (after nearly 3 hours of unnecessary hassle and delays. and we live 3 hours away!). Please forward to the supervisor of the Verizon Store on Somerset St. that M. G., Sales Consultant is awesome!!!! .... but that they need to better train their new consultants and teach them how and where to go to ask for help. The service at the official Verizon location in South Portland was horrible, and that seems to be a growing feeling across many locations that Verizon needs to address (yes, there are other options for customers).
Lynxdan, we are terribly sorry for the whole ordeal you have been through. We will be more than happy to submit your feedback and make sure this does not happen in the future. Please let us know if there is anything you still need assistance with. We would be delighted to help.
~Ivone
~Gilbert
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