Verizon Customer Service FAIL

I am fit to be tied. Phone died, they ordered me a new one (see yesterday’s post). It arrived today. Set it up, installed all my apps. Yay. Connected once more.

After two hours my phone started to overheat. Plus it refused to charge. Plus the SD card wasn’t recognized.

Back to the Verizon store. Oh, ok, we’ll order you a replacement phone. NO. I don’t want a replacement refurbished piece of junk phone. I want a new phone that actually works. The DROID 2 Global has many known issues – the dude at the Verizon store admitted as much to the KoD. The manager was not nice at all. No give in her. No understanding of my frustration. Tried to blame us for the phone not working. “We can’t do anything. If you want a new phone”, she says, “you can pay full price”.

Listen. I bought a new phone not even 12 months ago. The phone that I had to return today was the 4th phone, the 4th Droid 2 Global in my possession. All I did was turn it on and it misbehaved.

All I want is a phone that works and does all it’s supposed to do. I don’t want a piece of useless junk. I really feel they should have upgraded me to the DROID 4 – a goodwill gesture. But no. Policy dictates that the customer has to get screwed.

I am ticked off beyond belief. I pay through the nose for my cellphone service and what the heck do I get for it? Total aggravation. I will be speaking to corporate, mark my words. I will be putting as much pressure on Verizon as I can so that they replace my phone with a NEW (not refurbished) phone that will work like a dream.

I am 1000% sure this would not have happened at the Apple store.

8 responses to “Verizon Customer Service FAIL

  1. My spouse has an IPhone. Apple’s customer service isn’t any better.

    Our cell carrier is At&t. The customer service is good most of the time. Sometimes it is great, sometimes it sucks.

  2. Youre right about Apple. Although the prices are high at AT&T, Apple stands by its products and their customer service people are outstanding.

  3. Verizon is not your only recourse. Write a letter to Motorola. If that doesn’t get anywhere, threaten to sue them in small claims court. If that doesn’t work, sue them in small claims court.

  4. I hate to be an I told you so but…..

  5. When I have issues like this with Verizon and the managers in the store are less than not helpful (understatement) I call and speak to a manager/supervisor on the phone. 90% of the time when i am nice but firm and thorough i usually get what i want/need

  6. Just escalate it, speak to the manager, call customer care(sometimes this takes multiple times until you get someone sympathetic or ask them to talk to a supervisor just escalate) make sure you’re at a corporate store and not an authorized dealer, they can do way more at a corp store. You are technically under warranty with manufacturer if it’s under a year but they usually make you ship your device yourself and all that jazz.

  7. Might be worth checking out other carriers – purely voice (Verizon reseller) or ting (sprint reseller) come to mind. Sorry you keep getting bad phones, but not sure Verizon is to blame. mostly Motorola for the phones not working and Verizon for not upgrading you.

  8. I have had the same issue with my LG phone. This is my 4th one and they just keep sending me replacements of the same crap with the same problem. Sadly, we are in the same boat. I refuse to pay for a new phone when they should just sell phones that work!!!!!!

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