I ordered a new phone through Best Buy and couldn't activate it at home - no worries, I took a walk to the Verizon store. I didn't catch the girl's name, but she was very little help. She was super condescending during my visit, and wasn't able to activate my new phone or offer other solutions to do so, except to call Verizon and have someone else do it. I'm not an account manager or owner, but other stores have gladly called one of them on my account in order to do set-up and activation.
She clicked on a bunch of prompts on my phone and switched the old SIM for the new one. I was finally able to get it activated at home with the help of someone else on my account, but after activating the new phone, it had added another line, giving me a new phone number. Definitely not what I wanted to do. Verizon chat was able to clear it up, but I won't be returning to this store in the future if I need help with anything on my account.
