Wife's iPhone 6s got dropped today and the screen cracked and although phone still worked it was unusable because the screen was just black.
Because it was older, she opted to just go an get an upgraded phone. She went to our local Verizon Store. 1580 Central Park Blvd, Fredericksburg, VA 22401.
They were more than willing to sell her the phone but wouldn't help her set up her phone. They just threw a bag at her with the phone and accessory pack they sold her along with a sheet of paper instructions to follow.
We are intelligent people and can follow instructions but one of the steps to to initiate the process via her Apple device, (which is broke and can't be accessed)!
What's the point of having a Verizon Customer Service Store if they aren't even going to help with the product?
Insult to injury---We've been eligible for an update for years and they still charged her $40.00 for the privilege of upgrading.
Even sadder, we've been a Verizon Customer since 2003. Guess we just live in a world where there is no loyalty anymore. It's a shame.
Stores aren't customer service. Stores are sales. The store exists to walk in, buy your phone and walk out.
Issue you're describing is Apple specific because of how they handle security/verification. It can happen with any carrier. It's not uncommon for people to create a new Apple ID when upgrading because Apple is a pain.
All carriers charge upgrade fees, it's double when you go to a store. To avoid entirely you need to purchase an unlocked phone and pop in your existing sim card.
It's not a loyalty issue. I have an account just as old and never paid an activation fee cause I buy them unlocked. I also don't deal with iPhones because of issues described previously.
We're sorry to read that you're having issues with getting your new device set up and getting the information transferred to the new device. Do you have a computer with iTunes? Does the old device still show any evidence of powering on?