Verizon FiOS Store

So I go here to drop off equipment when there’s an upgrade in equipment. Usually there’s a line, a bunch of people not knowing what they’re doing, etc. and so on and so forth. This particular day I walked in, there was one customer in the store. I was filled with dread knowing I had to go here on my day off. However, it wasn’t all that bad with only one person there. Apparently they also have one printer in the store, so if you want a receipt, good luck… you have to get the kiosk with the printer. I single handedly know my monthly bill could pay for them to have a new printer every month and still have a lot left over. Bottom line is, only drop off equipment here!

Not sure if the system that Verizon uses or the employees they hire are more inept. Apparently you cannot find your account with a phone number, name, or address as discovered by me and 3 other customers. Also your Verizon account # is different from your billing account #; why there are two different account numbers is beyond common sense. What doesn’t help is the attitude of the employee who is unable to explain in simple terms and attempts to shift blame onto the customer for the unnecessary amount of difficulty that is present when ordering a simple extra cable box. Hopefully I won’t need to visit this store

I wish I can give no star to write a review at this place but I had to give it one star. 3 yrs ago when we first got Fios at this store, customer service was excellent & very helpful and knowledgeable. 3 years later customers service are horrible. The staff only knows to open an account and collect the boxes. Every question was answered with «You have to CALL on the phone for any answer». We don’t know anything about it or never heard or seen such thing. Why are they there? Useless people, don’t bother to have a store wasting our money & time on that type of staff & store.

Not the fastest customer service on the planet but remember, thus is still a cable company even though they are owned by a phone company so don’t expect too much.
It is what it is, it is a sales office that pretends to be customer service and they want to sell you everything under the sky. They just don’t do it very fast just like when you are waiting for the repairman at home for your appointment.

This store gets one star only because (a) it exists at all and (b) zero stars is not an option.
In theory, this is a good idea. What I like about the concept is that I can return equipment here directly, rather than have to ship it off, as the norm, until recently, for FiOS. Sending it off is not ideal, from the consumer perspective, as you do not have great verification that the equipment was received and, as the installer mentioned to me, they aren’t quick about scanning equipment in when you send via UPS. Well, the execution is FAR worse than the theory.
We upgraded a router that was not working and an old DVR. There was a greeting station as I entered the door. This seemed promising. They scanned in my equipment. So far so good. Then, I asked if I could get a receipt. They said they mail it. That’s all well and good, but I’m not the household member who’s email address is used on the account, so I could not access that return confirmation email to confirm they had tracked our return. I asked if I could please get a print out as I was not comfortable having returned the equipment with no receipt to show for it. They explained that it is their policy to ONLY email the receipt. This is just really stupid. I tried calling my sister to see if she had the receipt and I could not reach her. After several minutes, and MUCH frustration, I reached her. This was not without substantial angst to me, all of which could have been alleviated if they were allowed to press «Print» on the computer.
I really hate the Verizon customer service experience. If there was any viable choice, I’d be all over it. I do recommend returning equipment here, so you have immediate confirmation of receipt, but make sure the person who’s email is on the account does the return or is on alert to confirm they’ve received the email receipt before you leave the premises. There is NO emphasis on customer service here.

The bill will be higher than what they tell you on the phone. They will not honor any telephone agreement with any of their employees who offers you a special price. Deal with a company that honors their agreements.

Terrible customer service. Would not help me in the slightest. Started with one rep and then he couldn’t figure out the computer system and tried to tell me to go bc there was nothing he could do. When I wouldn’t go and pushed back he called another rep over who was so visibly rude to the verizon rep and me. He was able to navigate the system but then told me I was given incorrect info from Verizon customer service and he could not give me what I came there for. He did not even try to help me at all with connecting with customer service and told me to call them myself and go back to another location closer to my home. Ugghhh I will never go there again!