This maybe a long and drawn out but here is my story...
Like a kid on Christmas i arrive at a store a half hour early to get my second ever smart phone. My droid 1 had brought me into this new world of technology so why not take the next step with the FIRST 4G phone the almighty THUNDERBOLT.
First the clerk won't let me take my phone and set it up myself....i learn this is standard procedure. Fine.
Day 2 - thunderbolt falls two feet out of my pocket face down on a carpet. Shattered i go back clerk says no problem we will replace it there is no way that should have happened. Manager shoots her down I pay another $100.
Day 97 I'm sick of this subparagraph flagship device. I call Verizon ask if i can trade it in for another device. No need said the nice lady on the phone this might be a defective device. Great problem solved.
Day 99 phone is a bit better i only have to charge it 2 times a day instead of 3 for it to last.
Day 102 Verizon tells me i owe them $699 for unreturned device. I reach into my pocket my fed ex receipt from 4 days ago says it should be there. I give the agent the tracking number. "ooops the package is here it has been sitting on our shelves your all set." At this point I choose not to share my displeasure with the so called bug fix.
Day 124 Repeat days 97, 99, and 102 except this time the phone received its second big fix, randomly.reboots itself, and is worse than the first time. VZW agrees to exchange my phone for a droid charge.
Day 124 continued... I am transferred to Rick who works in Utah. Rick tells me they will give me the charge but the price difference is 50 dollars. I explain to Rick all i want is a phone that performs as promised and for all i have been through i don't feel i should have to pay the difference. Rick puts me on hold to see what he can do.
Day 134 I find out that Rick misinformed me and i need to pay the 50 dollars. This happens to be right before a holiday the agent i am speaking with now whom a very nice young last replies. "i will call you back Thursday" The holiday was Tuesday and she wanted Wednesday to share my story with her manager.
Day 138 No call
Day 144 my battle begins. I call speak to a supervisor about my fees they agree to refund the fifty dollars. Great.
Day 176 my bill says i have an unreturned item fee for $699 dollars. WHAT!?!? I get on the phone to VZW. Nice older lady says no problem we will refund you the money i apologize. I truly believe her and say ok they have the best service sh.t happens.
Now keep in mind i grew up in retail. I watched my father work his a.s off. My favorite story is how he made returning items after the holidays into an unforgettable positive experience. Chime in a store manager and his part time staff singing receipt you no got to the tune of Feliz Navidad. Very simply but this has laid the groundwork for how i approach my job. You can never be too nice and that is why i excel at my underpaid overworked job that i absolutely love.
Day whatever. I lost count. (Please keep in my mind most of my day numbers are estimates)
My next bill comes and i have multiple late fees and my payment didn't go through last month. So my bill is 900 some odd dollars which is almost three and a half times my normal bill.
Supervisor please. (me)
Can i help you sir. (VZW agent)
Get me a supervisor! (me)
One moment sir. (VZW agent )
I am ready to go. Poor Jerry has no clue what is about to happen.
I go through my whole story. How i am not one to do this and explain to him everything. Including now my last call to a VZW agent left me with what my exact bill is. I explain these numbers do not match. He trys to explain to me at least 8 times how i was wrong and unfortunately mistakes happen. my response is Jerry i was told an amount that was paid. VZW found an error on their part and fixed it without letting me know answer i expected to pay that difference. I agreed with him and tell him mistakes don't happen this often. If i told a customer at work a fee and then changed it while they were not looking and they walked in to a different amount i would have to honor that said amount. Jerry asks if he can call me back so he didn't continue to hold the line. While he is away he pulls up the phone conversation with that nice older lady and said the agent did tell you that amount "i agree with you"
Poor choice of words Jerry. "So you agree with me?"
Jerry muddles some words and i know i have finally won...for now. He can't get out of this one i tell him if he does refund the difference of the 800 and some.dollars i am gone. I win.
I say thanks to Jerry.
He replies "No problem. My name is Joey"
2 to 3 months later. My nice droid charge power button is sticking and the screen won't turn off. At this point i am worried to call VZW because i al convinced a warning sign pops up when they open my account. I speak with one agent get transferred twice. I finally explain what is going on several times until it clicks with the agent and before i cam ask they offer to send a replacement.
"Which address would you like it sent to, the billing address?"
"no, please send it to 120...my world address."
3 days later because i called on a Friday i arrive HOME to a missed fedex delivery notification. I call VZW they issue an address change form to my WORK address.
Next day i arrive HOME to my fedex package. I open it up and what to my wondering eyes did a appear but a HTC Thunderbolt. I swear it was laughing at me. I can't even call VZW.
Next day i call tell my story and the agent says she can't believe this and issues me a new device. I explain to them that rather than go twice to fed ex can i wait and mail the thunderbolt and charge back together. He says it should be ok but urges me to mail it asap or schedule a pick up. So i say thanks and schedule the pick up.
Next day fedex comes to my place of employment leaves a package and does not pick up the thunderbolt.
Next day i receive a text message about a possible unreturned item fee. I am going to an appointment on my way i drop the packages in a fedex drop box.
Next day receive a notification text about one package being returned and another text about a $599 charge that is applied to my account.
2 days later i call fee is reversed my blood pressure is almost back to normal. While on the phone i ask about my 12/8/11 upgrade date and they say sorry they can't help me. So being the persistent bast.rd i am i email customer service with the same request.
2 days later Tristan a VZW agent replies either Kong problem give me a call. Next day Tristans supervisor emails me telling me this was an error and not possible.
I weigh my options and decide this is fine i would like the galaxy nexus. VZW releases phones like a constipated old man does his stools.... EXCEPT SLOWER!
Now i sit here on my droid charge waiting for the "coming soon" update and a pre order date for the nexus wondering if my 20% discount is worth this?
Where has customer service gone? I am a simple little consumer that is displeased and hopefully this will open some eyes that will think twice...
Thanks for reading.
Sent from my SCH-I510 using Tapatalk
Like a kid on Christmas i arrive at a store a half hour early to get my second ever smart phone. My droid 1 had brought me into this new world of technology so why not take the next step with the FIRST 4G phone the almighty THUNDERBOLT.
First the clerk won't let me take my phone and set it up myself....i learn this is standard procedure. Fine.
Day 2 - thunderbolt falls two feet out of my pocket face down on a carpet. Shattered i go back clerk says no problem we will replace it there is no way that should have happened. Manager shoots her down I pay another $100.
Day 97 I'm sick of this subparagraph flagship device. I call Verizon ask if i can trade it in for another device. No need said the nice lady on the phone this might be a defective device. Great problem solved.
Day 99 phone is a bit better i only have to charge it 2 times a day instead of 3 for it to last.
Day 102 Verizon tells me i owe them $699 for unreturned device. I reach into my pocket my fed ex receipt from 4 days ago says it should be there. I give the agent the tracking number. "ooops the package is here it has been sitting on our shelves your all set." At this point I choose not to share my displeasure with the so called bug fix.
Day 124 Repeat days 97, 99, and 102 except this time the phone received its second big fix, randomly.reboots itself, and is worse than the first time. VZW agrees to exchange my phone for a droid charge.
Day 124 continued... I am transferred to Rick who works in Utah. Rick tells me they will give me the charge but the price difference is 50 dollars. I explain to Rick all i want is a phone that performs as promised and for all i have been through i don't feel i should have to pay the difference. Rick puts me on hold to see what he can do.
Day 134 I find out that Rick misinformed me and i need to pay the 50 dollars. This happens to be right before a holiday the agent i am speaking with now whom a very nice young last replies. "i will call you back Thursday" The holiday was Tuesday and she wanted Wednesday to share my story with her manager.
Day 138 No call
Day 144 my battle begins. I call speak to a supervisor about my fees they agree to refund the fifty dollars. Great.
Day 176 my bill says i have an unreturned item fee for $699 dollars. WHAT!?!? I get on the phone to VZW. Nice older lady says no problem we will refund you the money i apologize. I truly believe her and say ok they have the best service sh.t happens.
Now keep in mind i grew up in retail. I watched my father work his a.s off. My favorite story is how he made returning items after the holidays into an unforgettable positive experience. Chime in a store manager and his part time staff singing receipt you no got to the tune of Feliz Navidad. Very simply but this has laid the groundwork for how i approach my job. You can never be too nice and that is why i excel at my underpaid overworked job that i absolutely love.
Day whatever. I lost count. (Please keep in my mind most of my day numbers are estimates)
My next bill comes and i have multiple late fees and my payment didn't go through last month. So my bill is 900 some odd dollars which is almost three and a half times my normal bill.
Supervisor please. (me)
Can i help you sir. (VZW agent)
Get me a supervisor! (me)
One moment sir. (VZW agent )
I am ready to go. Poor Jerry has no clue what is about to happen.
I go through my whole story. How i am not one to do this and explain to him everything. Including now my last call to a VZW agent left me with what my exact bill is. I explain these numbers do not match. He trys to explain to me at least 8 times how i was wrong and unfortunately mistakes happen. my response is Jerry i was told an amount that was paid. VZW found an error on their part and fixed it without letting me know answer i expected to pay that difference. I agreed with him and tell him mistakes don't happen this often. If i told a customer at work a fee and then changed it while they were not looking and they walked in to a different amount i would have to honor that said amount. Jerry asks if he can call me back so he didn't continue to hold the line. While he is away he pulls up the phone conversation with that nice older lady and said the agent did tell you that amount "i agree with you"
Poor choice of words Jerry. "So you agree with me?"
Jerry muddles some words and i know i have finally won...for now. He can't get out of this one i tell him if he does refund the difference of the 800 and some.dollars i am gone. I win.
I say thanks to Jerry.
He replies "No problem. My name is Joey"
2 to 3 months later. My nice droid charge power button is sticking and the screen won't turn off. At this point i am worried to call VZW because i al convinced a warning sign pops up when they open my account. I speak with one agent get transferred twice. I finally explain what is going on several times until it clicks with the agent and before i cam ask they offer to send a replacement.
"Which address would you like it sent to, the billing address?"
"no, please send it to 120...my world address."
3 days later because i called on a Friday i arrive HOME to a missed fedex delivery notification. I call VZW they issue an address change form to my WORK address.
Next day i arrive HOME to my fedex package. I open it up and what to my wondering eyes did a appear but a HTC Thunderbolt. I swear it was laughing at me. I can't even call VZW.
Next day i call tell my story and the agent says she can't believe this and issues me a new device. I explain to them that rather than go twice to fed ex can i wait and mail the thunderbolt and charge back together. He says it should be ok but urges me to mail it asap or schedule a pick up. So i say thanks and schedule the pick up.
Next day fedex comes to my place of employment leaves a package and does not pick up the thunderbolt.
Next day i receive a text message about a possible unreturned item fee. I am going to an appointment on my way i drop the packages in a fedex drop box.
Next day receive a notification text about one package being returned and another text about a $599 charge that is applied to my account.
2 days later i call fee is reversed my blood pressure is almost back to normal. While on the phone i ask about my 12/8/11 upgrade date and they say sorry they can't help me. So being the persistent bast.rd i am i email customer service with the same request.
2 days later Tristan a VZW agent replies either Kong problem give me a call. Next day Tristans supervisor emails me telling me this was an error and not possible.
I weigh my options and decide this is fine i would like the galaxy nexus. VZW releases phones like a constipated old man does his stools.... EXCEPT SLOWER!
Now i sit here on my droid charge waiting for the "coming soon" update and a pre order date for the nexus wondering if my 20% discount is worth this?
Where has customer service gone? I am a simple little consumer that is displeased and hopefully this will open some eyes that will think twice...
Thanks for reading.
Sent from my SCH-I510 using Tapatalk
Last edited:
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