Verizon Store -258 Daniel Webster Highway, Nashua, NH 03062

[NSP1]

I went to the Verizon store at 258 Daniel Webster Highway, Nashua, NH 03062 to port my business phone from AT&T to Verizon as I recently got laid off from my job.

I went to the store at about 11:30 AM. Rather than working on my request, the Assistant Manager (Mr. Z) started selling a new plan. When I declined the offer, he offered me $800 to change my plan from Pre-Pay to Post-Pay.

I hesitantly agreed to it with the condition he would first port my number from AT&T to Verizon. In his haste to get commissions, he changed my plan but was not able to port the number. Then he sent me to the AT&T store to unlock my device, but they declined.

At about 3:00 PM he told me to come back a day or two later but, in the meantime, he messed up my Verizon account by:
1) Changing my plan from prepay to post pay
2) Changing my privileges from account owner to account manager
3) Unnecessarily added a temporary line

When I asked him to revert the changes, he declined and indicated that he cannot make any change to my account for one month.

Then I came home and called customer service. After 2 hours, I was able to transfer my account from Post-Pay to Pre-Pay but did not get the original plan. Initially, I was paying $81 per month for my account, and now I will be paying $105 per month for the same service. Despite escalating this issue to the manager, Verizon did not give me back my original plan. After the plan transfer from Post-Pay to Pre-Pay the call got disconnected, and the Verizon Rep was supposed to call me back for follow-up activities to restore my privileges as the account owner and delete the temporary line, but no one called. This call lasted for more than 90 minutes.

Then again, I had to go through the stupid system to get access to a customer representative, and I was on call for one more hour to cancel the temporary line and change my privileges to account owner.

Overall, I wasted 8 hours of my productive day and got the same service back for $24/month more. 

Here are some prominent issues: 

- No one has empathy (Mr. Z wanted to sell more, and has no concern for my time and money), (Customer representatives were reading off the script) 

- System to get to a customer representative is very painful 

- Customer representatives who are difficult to understand as they are based in some other country, and they are not very helpful

- No forum for customer grievance 

[vzw_customer_support]

We want to fully address these concerns and provide you with a proper resolution to improve your experience with us moving forward. We'll be creating a Private Note to further work with you, please be on the lookout for it. 

*Michael