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October 2024 by Thomas Pennewell
Great organization!!!
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November 2023 by Kelly R
I work here at the home office south. If you are looking for a job we are looking for great people. Russellcellular. Com/careers
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October 2023 by Darlyne Seise
I want to give a personal shout out to this call-center. I realize they take most of the calls to any Verizon store and appreciate their service so much. I want to single out 3 specific employees
(including Steve in management) who gave me exceptional service. Their kindness and humility touched me greatly. Mike, Aubrynne and as mentioned, Steve, were amazing. As busy as they must be, their tone of voice expressed their desire to give me their very best care in what I required. That means so much. I think we all can attest to how the voice carries real concern or if one is a nuisance. They truly cared. They always asked before I ended the call if there was anything else they could do for me. That may be a requirement of the job, but one knows if one really means it. These Verizon representatives deserve as much recognition as possible for doing such a fantastic job.
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March 2023 by Linda H
I have to compliment ***** at the Rochelle, Illinois Verizon store, for his great patience and skill at retrieving the data on my phone, stuck in a continuous loop for 18 hours. He was so nice to work with and never gave up until everything was up and running. I told him he was the answer to prayer!! ***** * ********* **
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October 2022 by Darlyne Redd
I want to give a personal shout out to this call-center. I realize they take most of the calls to any Verizon store and appreciate their service so much. I want to single out 3 specific employees(including Steve in management) who gave me exceptional service. Their kindness and humility touched me greatly. Mike, Aubrynne and as mentioned, Steve, were amazing. As busy as they must be, their tone of voice expressed their desire to give me their very best care in what I required. That means so much. I think we all can attest to how the voice carries real concern or if one is a nuisance. They truly cared. They always asked before I ended the call if there was anything else they could do for me. That may be a requirement of the job, but one knows if one really means it. These Verizon representatives deserve as much recognition as possible for doing such a fantastic job.
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September 2022 by Sandy J
Didnt like the service with ********* ******* ***** Couldnt even help me get my pictures transferred to new phone. Told me I needed to go to the Apple store. Crazy I knew he didnt want to help me so I went back few days later and a very sweet lady named ***** was able to do it. So after the service I got from her I will go back there.
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August 2022 by Kenneth H
I have been a Russell customer from its beginning and I will continue til the day I day, Having left Carolina ***** I know what bad service is like. I bought my previous phone from *********************** and most recently from ****. Both gave excellent advice and managed to get my replacement phone in record time.I particularly want to draw your attention to Ms ******* ********, helped me with my difficult ring tone, to my screensaver to all of my adjustments. She was kind, courteous and patient with a tired, old, technically incompetent old man.I especially want to bring to your attention Msl ******* *********
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April 2021 by Darren S.
Worst cell phone company I have ever dealt with. Every time I need help with my iPhone I go to the Appomattox Virginia store where I purchased my plan. Unfortunately for me, and for many others I’m sure, there’s almost always one single employee there to handle all customers so I end up waiting for long periods of time to be helped. I usually give up and just leave without any help at all. I would avoid this company if at all possible
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March 2021 by Yan D.
I wish I could describe all this mess in fewer words…. DO NOT DO business with Russell Cellular, Columbia MD. Misrepresented promotion. Convinced me that promotion will work, but it was not applicable to my account. “Sold” me more expensive phone under promotion that would never work without me upgrading my account to unlimited premium plan (I was never told that). On two store visits told me they put promotion into ******* system and I just have to wait a few billing cycles for it to kick it. On third visit finally admitted that promotion is not talking affect because I had to upgrade to unlimited plan…..which would raise my bill by 39$ a month. I am stack. And there is nothing that can be done. My mom’s phone iPhone broke. She is almost 85 years old. She is very particular about phone size and was not willing to order new phone online. On January 3rd, 2021 I took her to ******* store to get a new phone. ******* did take walk-ins due to Covid restrictions and as my mom was very adamant about holding new phone in her hands to see how it “fits”….******* advised us to visit Russell Cellular (Columbia, MD) a few blocks from ******* store. It turned out to be a big mistake. I describe the story to store worker (Mayra) and told her we need iPhone, not a large one, and not an expensive one. I wanted to buy it on a spot and activate it. I did my research in advance and my mom settled on iPhone SE (~400$). Not a huge fan of listening to sales speeches if I already know what I need. BUT, store worker brought up this incredible deal - as long term ******* customer I have loyalty program available and I can get 699$ for my mom old iPhone 5s as trade-in. I asked a few times if this was “real” as it sounded too good to be true. She confirmed and checked that old phone and my account (my mom is on my account) was eligible. We decided to get iPhone 12 mini. She explained to me that I will see payment for new phone for 2-3 billing cycles until trade-in goes through and then I will get credit back into my account and payments will be removed. I got new phone activated and asked what is next as I was a little concern that my paper work / receipt did not mention any deals or trade-in. I was told that trade-in was placed in ******* system and I need to go online and process trade-in request box/packing materials/shipping label and ship old phone. Tried it the same evening and after half an hour of trying I gave up and started chatting with ******* support agent. It turned out they did not see it in their system and told me that store should have provided me with “submission ID”. I went back to the store a few days later and explain what ******* support told me. Mayra took kind of attitude that she did everything right and she does not know what the problem is….but agreed to take old phone and said store will handle trade-in (never provided any kind of receipt that I surrendered old phone). That was January 6, 2021. On March 16, 2021 I went back to the store to just ask what is going on. Still never received any communication, even though they promised to update me when trade-in went through. Never saw anything on my ******* account, got into talking with Mayra….again. She called ******* and after 10 minutes on a phone with them turns to me and says – “Deal did not go through because you never upgraded to unlimited plan, this deal is for unlimited plan account only”. And here I broke. I am still on old 8G large plan. I do not want to switch to unlimited, never did. Never was it brought up during her describing deal to me on January 3rd or during my second visit when she looked at my account again and still persisted that deal went through and I just need to send old phone to Verizon. I have discount from my company with ******* that is not applicable to unlimited plan. I just never planned to change my plan. I told her all of this. I got an answer – “I told you have to upgrade to unlimited, I have notes my file”. She says yes, I say no. Dead end. If I do not want to switch I am out of 700$ and there is nothing she can do. After repeatedly
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October 2020 by KF
My son currently has an iphone 8. It has recently begun overheating and has not been holding a charge for very long. This morning (Saturday, 10/10/20), I called our local Russell Cellular store to find out if there were any current sales/promotions on the iphone 11. The sales associate (Jace) mentioned a couple of offers, but that they would require a new phone line. I informed him that I did not need an additional phone line, just a phone. He then proceeded to tell me about an "iphone 11 bundle" that they also had which included the iphone 11, apple watch SE, Otter Box, tempered glass, and a portable charger for $260. To make sure I understood correctly, I called back what the bundle offered and he said "that is correct". I then told him that I would bring my son and my daughter up to the store to take advantage of this offer. Upon arriving at the store, I met with Jace and also noticed the printed promotional offer at the counter, which I am attaching. As we started the process, he then informed me that I would be required to purchase 2 additional lines for the Apple watches. I became rather aggravated at this point because he knew, per our phone conversation, that I was not interested in additional phone lines. As our meeting progressed, I became even more aggravated to learn that I would also have to purchase the phones at retail price as well. I began questioning him about all of this, because I knew that $260 over 24 months was not equal to what he was telling me that I would be paying. As I challenged him on this offer, he simply stated "Well, technically the $260 is basically covering the sales tax, etc. and this is what you will be paying today. However, the $260 is not the total amount for all of the items listed on the flyer". I told him that I was very displeased and that this was, in fact, deceptive advertising. I left the store with two very disappointed children. I went home and immediately called Verizon. The customer service rep that I spoke to (Bryan) attempted to locate the promotional that I was referring to, but was unsuccessful in finding anything. He then directed me to the sales department. After speaking with a representative from the sales department, she also said that she shows no promotion of that nature that Verizon is currently having and said that it must be a promotion done by that specific store. I then went back up to Russell Cellular (Adel, GA), and addressed this issue with another sales associate (Zachary ******). He repeated the same thing that the first associate said in that "technically" the $260 simply covers the sales tax and accessories. I referred him to the flyer and asked him to show me where it said anything like that on the flyer. He agreed that the flyer was a little misleading, but this was how they tried to get people in the store only to then tell them what the promotion entailed. I pointed out that no where on the flyer did it say that additional charges would be incurred or even some sort of fine print that said to see a sales associate for further details. I told him that this was indeed deceptive or false advertisement and that I would be seeking legal advice. After agreeing with me again, he then said that he would call the district manager to see what could be done (Brittany ********). After talking with her and telling her the details of our conversation, she told him that they would not be able to sell me the items listed in the bundle for $260. I told him that I planned to pursue this further. I requested her name and also a contact phone number. He wrote up a "Customer Experience Track" form. In the notes (and to his own admission) the flyer was missing the detailed information. After leaving the store, I called the contact number that he provided me and spoke to a customer care representative. She made note of my complaint and said that she would forward this information to the customer solutions center. A received a phone call on Monday, October 12, 2020 from a customer care representative who apologized fo
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August 2020 by Richard B.
Service area coverage was pathetically poor,the office in Fairhope personnel seemed as though customer satisfaction was not the object,dropped calls was a standard operating environment.
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August 2020 by Jim Nyhan
I have never dealt with people like this in my life - don't let them make changes to your Verizon account - Fred Niedermeyer and Jessica at the Lambertville Michigan store have been completely dishonest , changed my account without my consent and will not take responsibility for it. Once they access your account your done!!
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December 2019 by David Wray
Not happy in the least with the Durango CO store but Blake in the solutions department in the corporate office made it right. Thanks for all your help Blake.
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February 2019 by Taylor Belcher
Amazing, friendly, and knowledgeable company!
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June 2018 by derrek barbarotto
bought phone this store and i had broke it i tried to make a claim on it and was told I didn't have insurance when I thought I did because it was cancelled without my authorization through this store. They will not do anything to replace my phone, the employee who sold it to me has been fired not to long after I bought my phone. Employees are rude and not helpful at all. They are not associated with Verizon in any way except to set up your account and like I said I had insurance and when I purchased my new phone from them it was cancelled without my consent. DO NOT USE THIS BUSINESS. They lie, they are not helpful at all. I have no phone and have no way to replace my broken one.
