Diamond Wireless

GO TO A REAL VERIZON STORE!
In October, I ordered an iPhone through Diamond Wireless. We filled out all the paperwork, and DW said it would be delivered to my home. When I never received the phone, the manager said the phone had been delivered and signed for by someone named «Paul.» I don’t know anyone named Paul, and told them so.
Note: Maybe «Paul» is the guy from the old Diamond CENTER ads, who now waits behind a tree when the delivery truck pulls up and swipes your phone. But I digress.
The manager, Josh, told me I had to go to the main Verizon store in Santa Cruz if I wanted to get a phone.
Turns out Diamond’s delivery system has no tracking system that the REAL Verizon store could identify. So back I went to Scotts Valley.
**Long, rambling part with many calls to credit card company, more calls to Diamond, another visit to Santa Cruz Verizon, and no resolution.**
Long story short, I’m out $ 70, have no phone, and will need to start the phone buying process over.
This is a boutique store. If anything happens, you have no recourse. Read the other one-​star reviews here.
At the REAL Verizon store in Santa Cruz, they told me they don’t know why stores like this are allowed to say «Premium Retailer.» It’s confusing to people.

Horrible. Went in with our Samsung Galaxy 5 and got sold a galaxy 6 with the understanding it was «the early upgrade «offered by the edge program. They opened up a new edge plan on a line that we had already which had a paid in full phone. After calling them they said they didn’t make that mistake and that it was the corporate store downtown. I called the corporate store and they had to look up the store and told me it was in fact diamond wireless and get on the phone with Josh and explain to him themselves that they (DW) made a mistake and needed to take the broken not in use phone off of the plan. He said he would call «his «manager and call me back. He did not. A week later I called him and he read off an email stating that they were already giving me a 25 $ credit for that line so it was a wash. That extra not in use edge line costs me 90 $ + a month mind you. They will not fix their mistake because they don’t want to get their commission they illegitimately obtained reversed. They are an independent retailer and the downtown store reminded me they are not Verizon they are just an independent retailer. The corporate store and I were not surprised at the low star ratings of this store because they do not have the best interest of the customer in mind. Bottom line they will rip you off. Read the other reviews and beware!

These guys suck, they don’t pick up there phone. They give false information about IPhone warranties — do NOT buy from them

I hardly ever take time to write a review, but this Scotts Valley «Verizon» store has been so frustrating, I want to save others the pain. All of the one star reviews here are not for nothing. I’ve never had bad customer service from Verizon – now I see this isn’t actually Verizon, it’s «premium retailer» (sic!) Diamond Wireless. Back in September, I took a friend visiting from Australia into the store confident that Verizon could help her – she had an unlocked iPhone and wanted a local SIM card she could use for her short visit. Josh the store manager sold her a SIM for $ 45 (in cash, there begins an issue) and assured her if it didn’t work, no problem getting a refund. They couldn’t get the SIM to activate but assured her it likely would within the hour, these things can take time, no problem to leave store and get on with our day. «If it doesn’t activate, just bring it back and we’ll refund it no problem,» said Josh. It never did activate and we did bring it back. But, as in other reviews here, Josh the mgr wasn’t in – there were three or four other younger staff behind the counter with a pile of friends in the store hanging out. We spent nearly 30 minutes in the store watching them try to process the return, lots of typing, not much talking to us even though I kept asking «So, where are we in this process? What’s happening?» Eventually they admitted they couldn’t figure out how to process the return and said it would be just as easy for us to call Verizon and do it ourselves. Anxious to get on with our day, we left. When we called Verizon, they said that was nonsense – the store should have never told us that, only they could make the refund. I had taken Josh’s business card and began calling repeatedly to find him at store. Tough guy to find. I finally tried texting his mobile phone – and got him! He was home sick but said he could take care of it no problem, «It’s as easy as sending an email» he texted. What a great guy – I expressed appreciation for him doing this on a sick day. Two weeks later, still no response back from him. Maybe he was *really* sick? I checked in with him by text. No answer. Tried again a few days later. No answer. So I went down to the store and caught him there, «Hey remember me? 6 weeks ago we bought SIM, no problem to return… we texted, simple as an email… no?» Total blank look. And now his story is this: «Well, there’s a time limit to these things – if you’d returned this in a timely way, it would have been no problem. I’ll have to run this by my [regional manager] to get their approval.» Are you KIDDING me?! «Ok, well when will you get back to me on that?!» Monday. Which of course never happened and at this point, which is now November, I’ve put more time into a $ 45 refund than is worth it. My only satisfaction will be if you read this and take your business elsewhere. Or Diamond reads this and cleans up their act in Scotts Valley.

I was helped by Jake. He was super awesome, explained everything to me and told me about a deal for my new iPhone where I could get a case, screen protector, and car charger all for 20% off, which was cool because I didn’t see that special advertised anywhere in-​store. I purchased a brand new 6s and he explained a bunch of stuff about it to me and was honest when I asked if «this case is good» or «no, that one kinda sucks». Haha. He was quick to set up my phone, applied my screen protector for me (perfectly), and was very sweet and polite. I have witnessed the other employee there being very sweet and polite as well. It seems that this store has greatly improved since I bought my last phone there. I’m stoked. I’ll be going back and recommending it to others. Thanks, guys!

I honestly have no idea why there are so many crappy reviews this is the ONLY Verizon I will ever go to, the customer service is outstanding! I’ve lost, broken or just wanted a new phone several times because I’m a clutz, I’ve gone to other Verizon’s where they were rude and so unhelpful, this location without question fixes my problems in the easiest way possible. Jake is so nice! He let me use their computer and phone to find out my billing password cause I’ve forgotten it several times, some other employees there figured out a way for me to keep the new phone I originally bought while waiting for my new 6s to come because they «didn’t want me to be without a phone.»
Every employee there has always been so easy going and helpful! Jake is usually the one to help me, he’s always super knowledgable, informative without being pushy. tells me all my options, what he honestly recommends and try’s to find me the best deal possible, making my time there easy & stress free! I told him and I tell my co workers/​family/​friends this is the only phone retailer I will ever go to.

Worst customer experience possible. My wife and I bought a phone (which was $ 60 over retail we found out later) and the first week it didn’t work. Any time you spoke with her your voice echoed back at you in your phone and there was a crackle like a typewriter in the background of her side of the conversation. We brought it back less than a week later and the guy there (the manager) said, no problem, I’ll swipe it and reboot it and you’ll be all set. Great. Problem is the next day the phone was still malfunctioning. So we call back to say we want the defective phone replaced (less than 14 days after purchase) and were flat out told too bad, deal with Verizon. I called Verizon and they told me that, since it’s within 14 days we have to deal with the Vendor. Verizon was at least apologetic for the asinine treatment we had received and actually placed me on hold while they called over to Diamond Wireless to set them straight before we went back in. Between the time it took to purchase the phone (which should be twenty minutes max), the time going back in to «get it fixed», and the time spent finally replacing it (which unbelievably cost us money anyway) we spent over seven hours in there getting the runaround and misinformation. Now my phone is up for renewal. Without a second though I am driving to downtown SC to go to the actual Verizon store. Diamond wireless lost my business. Period.

First time in this store and I Absolutely had the best service! Jake has worked there for 2 years and it shows. We had 2 major transactions, And he made it very painless. I have had major issues with Verizon before, & I let him know it. He was very apologetic (even though it wasn’t him) And gave me an awesome bundle deal for my new phone. How awesome was that?! :) I will be going there from now on with all my transactions! Thank you Jake For such amazing service! :)

Both my husband and I bought new iPhones here today… Miriam waited on us and had the upmost patience in helping us with our broken jetpack and the purchase of our new phones. We probably had 100 questions and she was very patient for the entire time she helped us. I highly recommend this store. Jake the other salesperson was also very helpful.

Had a great experience getting my phone but was then really frustrated when I couldn’t return my case 1 day after purchasing because the employee didn’t put all the plastic parts back in the box, after explicitly saying that’s what she was doing.
Very disappointed with customer service-​will never return to this store.

What a nightmare. They convinced me to by a phone I didn’t want when I had a upgrade in two months and they told me not to worry about it because I have 14 days to return it. Then when I went to return it they wouldn’t take it back because the boss wasn’t there so I had to come back on a Saturday. When I came back on a Saturday the boss still wasn’t there and they told me since I didn’t have the box there would be a $ 50 restocking fee. But they couldn’t take it anyways because the boss wasn’t there. So I came back again on Sunday and the boss was still not there. So I insisted they call the boss. The Voss said they will not take the return because I did not have the box. No $ 50 RESTOCKING fee. No nothing. No return. I explained that nobody told me I needed to box to make the return and the guy told me,“oh we tell everyone they need the box to make a return” basically calling me a liar to my face. So now I’m stuck with a phone I don’t want and paying a extra $ 30/​month for the edge up. Further more every time I go in I have to start my story over because they never remember Me and I always get a different story every time I go in. And even further more they didn’t tell me to do the edge up early upgrade I have to send in my old iPhone. So now I owe $ 300 until I send in my phone that I’ve already paid for, MY PHONE, WITH MY PRIVATE PICTURES AND PHONE NUMBERS!!! Total b.s. I encourage you to not go anywhere near these idiots. Sincerly, Jeff Dunworth. Waste of time and money. I’ve been robbed.

Rude staff!!!
Diamond Wireless insurance plan is a scam (read the other reviews)
They do not actually fix anything in this store.
I had a broken screen, and an insurance plan — they told me they don’t do repairs and referred me to the mall. Besides, a $ 100 deductible doesn’t cover anything outside of your phone being bricked or stolen — in which case they would give you a USED phone of the same model, rather than pay $ 50 thru real Verizon insurance for the latest version of your phone… but I digress…
What really hits it home is the total arrogance and idiocy of the staff here. When I said I could get a glass kit which I could install myself for less than $ 10, the manager said «No you can’t» — well, guess what buddy, I already did. The little arrogant salesboy chortled in «Well, aren’t you just Mr. Fix-​it then?» … yeah, that really happened.
What an idiot I was to come into a store to which I pay a monthly fee, insuring I have a working phone, to have them help me fix my not working phone.
I installed the new glass myself, for about $ 7 after shipping. Yeah, I guess I’m «Mr. Fix-​it,» because you’re sure not! Go shove it Diamond Wireless, you will never have my business again, and to those reading this — you shouldn’t give them yours either.
Sincerely,
Mr. Fix-​it

What great service! These guys are really helpful. Wont be going to the Verizon store in Capitola anymore since we’ve got these guys in Scott’s Valley and they are a Verizon dealer.

GO TO A VERIZON STORE!
Please do your homework and go to a real VeriZon or feel the pain of your bad decision later.
None of the employees have a thorough knowledge of cell phones so you are not go in and get anything repaired.
They signed me up for two insurance plans one through the real verizon and diamond wireless plan. ended up at $ 18 per month which they could not refund.
Diamond wirless insurance is 7.99 per mo