My VZW Customer Service Rant!

d1pham

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Nov 16, 2009
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I've been through 4 Droid units so far:

1st Unit -- Dead/burnt out pixel.
2nd Unit -- Laggy keyboard/jumpy signal (YouTube - P1040367.MOV).
3rd Unit -- Dent/scratch on lip of the phone brand new right out of the box.
4th Unit -- Lint/hair stuck under the screen.

I got to examine the 4th unit before the rep activated it and since I was an hour and a half into my lunch break I merely looked over the phone for dents or scratches. Well, when I got back to the office I noticed the lint particle under the screen. So I called customer service and the rep told me to take it back, being that it was my forth phone I asked if I could return it at another store and try my luck elsewhere. The rep said sure and made a note on my account.

*Here's where it gets good*

I show up at the other store and the rep looks at the phone and goes to the back to talk to his manager. He comes back out acknowledges the lint/particle exists but says he can't replace it because he spoke to the manager at the other store and because I examined the phone and accepted it I now have to stick with it?!? Plus from the time I left the other store to the time I showed up at the second store I could have done something to cause the piece of lint/particle to show up?!? At that point I said no more and just decided to leave the store and call customer service from my phone. They tell me to go back the original store and talk to the manager. Additionally, they tell me since the lint particle does not affect the functionality of the phone their policy is not to replace it?!? They also tell me since the phone has been swapped out once before I can no longer return the phone for a full refund?!?

At this point I'm so sick of dealing with Verizon that I'll stick with the unit I currently have. Other than the issues I've been experiencing, I'm generally satisfied with the phone (especially the Android OS). However, I have to say I'm disappointed with the level of customer service displayed by VZ. How can you not replace a phone with a piece of lint under the screen? And how can you accuse a customer of wrong doing by indicating that he/she had something to do with the existence of the lint particle?
 

Jeremy

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Simple answer is if you are within your 30 days you can return the device for a full refund... they lied to you. If you keep getting devices below your standards you are not obligated to accept it. It can be done. You are the customer. I would call and raise hell.

Since this is pretty much a issue with Verizon I will move this thread to the carrier forum.
 

d1pham

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Simple answer is if you are within your 30 days you can return the device for a full refund... they lied to you. If you keep getting devices below your standards you are not obligated to accept it. It can be done. You are the customer. I would call and raise hell.

Since this is pretty much a issue with Verizon I will move this thread to the carrier forum.

Got it! Thanks for the support I'm going to call them back and raise hell.
 

Jeremy

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Got it! Thanks for the support I'm going to call them back and raise hell.

Keep us updated. I would be nice about it but say either send a new phone or you are taking you business to AT&T for the iPhone... watch how fast they send you a new phone. Also tell them you refuse to go back to the store because of the way you were treated.

Good luck.
 

Rusty Shackelford

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I too am curious for an update. I took 6 lines of service that were 4 years old from verizon to tmobile for a similar reason. Still I wish I had a droid. :D

Keep us posted.
 

IzelTokatl

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Jeremy Sikora is correct, you have a FULL 30 days to use it and abuse it as you wish (without damaging it of course) and then return it for your money back (with the expection of the data plan usage). but the phone should be completely returnable, ask for a manager if one rep is giving you a hard time. My wife has returned at least 5 different kinds of phones because she likes to try them out before she sticks to them at each upgrade.
 

Jeremy

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Jeremy Sikora is correct, you have a FULL 30 days to use it and abuse it as you wish (without damaging it of course) and then return it for your money back (with the expection of the data plan usage). but the phone should be completely returnable, ask for a manager if one rep is giving you a hard time. My wife has returned at least 5 different kinds of phones because she likes to try them out before she sticks to them at each upgrade.

Another neat trick you can play on Verizon is this... if you feel like you have a defective device simply order another at full price and send back the defective device for a full refund. That way you start the 30 day return clock back to zero. Of course this only works if you pay full price for the phone. But it still works...
 

ERDude

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I love how carriers try to say you can't return the phone because it's the 2nd device. That only applies if you have exchanged the original device for a completely different phone.
 

lpio

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I've been with Verizon Wireless for a long time, and always get the worst service whenever going into a store. I pretty much get treated like the "average joes" who walk in the store and know nothing about phones. Also, I'm a bit of a techie, and get annoyed when I know more than them.

My Droid is having problems since the 2.0.1 update. I can tell the difference from the old 2.0 and the fact that when I'm right next to another Droid 2.0.1 phone with a friend doing the same thing, I experience laggy apps, slower web browsing, and texting issues. The store tech couldn't "duplicate" the problem, and rudely told me it's a perfectly good phone and basically told me to call customer service. If I could've shown the tech my problems (next to a good working Droid) instead of her doing it behind the scenes, then maybe I could've proved my point. (too much effort/energy though, if you ask me)

I have the best service with customer service over the phone. We did a factory wipe, and went through the apps, web browsing over the phone. The customer service person also thought my phone was operating within its "normal" capabilities. But, since I was well within my 30-day-worry-free period, I'm getting a new phone shipped tomorrow.

I just want my Droid to work like 2.0 or better.

And, in my opinion, phone customer service is 200% better than in-store service.
 

ips

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Dec 22, 2009
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It usually is but it really depends on the store...dont get me started on the CS by my college its the worst service ive received anywhere ever. CS over the phone is almost always fantastic and if you find a good store with a good manager they can be helpful too... sucks you got screwed by a store but at least they solved the issue and got you a new phone...but at least you wernt stuck with BB storms :p
 

Chris Kerrigan

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Personally, I have never had any major issues with VZW's customer service. I've been fortunate enough to have always been given pretty good treatment whenever I was having an issue with any of my phones, but one incident does stand out in mind when I still had a BlackBerry where the Manager tried to give my friend a unit that was NOT his (if I can find the original post, I will add it).
 

Jeremy

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I love how carriers try to say you can't return the phone because it's the 2nd device. That only applies if you have exchanged the original device for a completely different phone.

You can exchange as often as you need unless the 30 days runs out. That's why I suggest buying a new device every time. :D
 

GivenToFly

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Dec 30, 2009
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They can still exchange it whether it's a different device or not. My wife got the droid day one, a few days later decided she didn't like it, so she got the eris, didn't like that either, brought it back, and she's back to the droid again. All new phones. This was all in the span of 2 weeks, and the same store, not a mall kiosk, but a full verizon store. They did it without any problem at all.

Talk to a manager, but be nice about it, and if you are still within the 30 days, you are entitled to a replacement. If it doesn't work, try calling corporate while you are at the store, that might do something for you.
 

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