I came to this store several times within the past several months, and was always treated fairly with empathy and professionally, but today was the worst in-store experience ever while speaking with the manager/assistant manager. My daughter had purchased a new Apple iPhone 12 that shipped to my residence yesterday, so after data installation and transfer completed, the phone ran very hot, so I turned it off overnight. In the morning after turning the phone on, all my data transfer completed successfully, but when I used the photo feature a few times, I was unhappy and disappointed with the layout, lack of features, and photo quality. After reading a few of my emails, the phone ran hot and remained hot for 20 minutes, so I turned it off. Later in the morning, I later went to the Auburn Verizon store and spoke with the blond hair manager regarding my phone issues and my dissatisfaction with it overall, and inquired about a phone replacement. She informed me that the phone was purchased online, so I would need to go to the Roseville Verizon store for an exchange. Of course this information was a hugh disappointment, disheartening, and would be time-consuming and costly, so I explained my dilemma of the phone being purchased by my daughter in a different city, so she asked for my personal information and my daughter’s information, and after looking at my daughter’s account, she informed me that unless I was an authorized account holder, nothing could be done, so after she checked the account, she stated I was on the account as an authorized user, but the phone must be returned to the Roseville location because it was purchased online. I’m surprised that this store, Verizon’s policy, and this manager cannot help customers who have encountered this dilemma and issue, while paying costly monthly payments for a phone, and/or a family plan of phones and services, to be treated with rudeness, discourtesy, and lack of means to provide essential customer services. ~S.
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