Just had to run through the 'return the old router to complete the upgrade' cycle, and was surprised to find that the VZ stores don't necessarily all take equipment returns, despite the return instructions.
Mall Dr store let me wait 15 minutes to talk to someone who couldn't take a router, and sent me to the authorized store on Forest Hill by the Publix. They had a 45 minute wait to see a rep, with no triage for type of visit, and no drop-off support. I took it over to the UPS Store in Bon Air, and they had a guy walking the line asking for QR codes so he could expedite pickups. 2 people at counters handled everything else. Line was fast. 7 minutes in and out - nice lady took an open box with VZ stuff loose and a return label, smiled and thanked me for coming in. Just got a text from VZ accepting the return, so less than 24 hour turnaround.
TLDR: drop off VZ stuff at UPS Store to save time + aggravation, have a nice day.
oldsoul333 t1_iy8roay wrote
For the not accepting all equipment: It’s because not all Verizon Stores are corporate owned - many are franchises/authorized retailers. I also had an issue when I went to buy a phone a few years back and the non-company store charged me an additional $150 in activation and related fees. Went to the Verizon company store the next day and they refunded me and strongly recommended only to visit stores that are “Verizon Company Stores”.