Well, I sure do hope that VZ remembers this when I make MY call to them about that after NINE exchanged Thunderbolts......I can't take it anymore.
But, I think my more than freaking reasonable deal for them is: I get whatever 4G phone I WANT when its released, for free.
I won't make them reimburse me for 9 expensive screen protectors (one use only), the case, the car mount.
I just want a phone that works; specifically one that people can hear me talking on. Every time I am called or call someone.
I think they owe me this arrangement.
I think you take the term "reasonable" with extreme liberties.
I honestly do not understand your thinking. You continuously get replacements, which were all FREE, due to a software issue that was on the majority of Thunderbolts. As a result of this, you think that Verizon should give you whatever phone you want for free, even if it is more expensive, or not allow due to contractual terms between manufacturer and Verizon.
I understand the screen protectors, which I have sent people for free before because of warranty replacements, but how does the case and car mount even factor in? Are you having to replace car mounts and cases with every warranty replacement?
Personally, I have seen extreme cases where someone has received excessive amounts of warranty replacements, and authorized agents to send them different phones for free. This is not covered under any warranty terms, or in a customers contract agreement. It is purely a nice thing we do because we understand the frustration. Some phones have issues so severe that getting another type of device is just the best route to take. Do not mistake it, Verizon DOES take a loss every time an alternate warranty replacement is sent to a customer if it is a different manufacturer, albeit a minor one given the infrequency with which it occurs.
However, based upon your line of thinking, a customer could theoretically call in and bluff issues with a device over and over until we just give them a brand new phone for free, as often as they want. Being within standard business ethics, this would have to be available to all customers. Mind you this is not covered by any manufacturer warranty, so Verizon would take a complete loss. If you ran a business serving 100 million customers, would YOU see that as a justifiable cost when its potentially 100 million customers getting free $400-$700 product whenever they feel like it? Lets say Verizon pays $100 for a new smartphone. That would be potentially $10 *BILLION* continuous loss (which could be multiple times a month). Service prices would skyrocket, expansion would cease. In other words, Verizon would be bankrupt in a matter of months.
Don't mistake me, I myself own a Thunderbolt that has rebooting issues, albeit they are not that severe (about one reboot every few days). I have not replaced it once. I have no issues with call quality either. I see it as pointless since its a widespread software issue, not just one bad device. If I wanted a phone that works with little hiccups and could care less otherwise, I would have gone the Apple route.
All in all, it is easy for any one person to think that a business should bend over backwards to serve their individual needs and whims. What is harder for a customer to think of is how a business maintains its level of service with competitive prices. Yes, there are many areas Verizon and I do not see eye to eye that I feel make them less competitive (mostly in pricing), and I work for them!
I also know how losses can spiral out of control very easy with a business, because I was once high up in a company that tanked because the owner took no control of company losses. While one customer thinks that a large company should make special concessions based upon the customer's whim, it is standard business ethics that said company has to apply that concession availability to all like customers. Can you tell me honestly and logically that if you were the head of Verizon you would agree with what you just stated? That such a concession is "reasonable"?