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Verizon Wireless - Poor Customer Service on Defective Phones
Samsung Galaxy II keyboard - Complaint
Review by sdraper9 on 2012-12-04
Rating: 
ST. PERTERSBURG, FLORIDA -- I was given this phone last year for being a valued customer for over 20 years. I started having problems with the phone prior to expiration of warranty. Called Verizon and spoke to Joshua and he advised me to call a specific number, tell them he told me to call and explain to them that the phone is barely out of warranty, and the problems I am having. These are the keyboard would double the letters, the keys would stick, took several times to try and dial a number and had many dropped calls. My clients, due to this being my business phone, would have to call my home because they weren't able to reach me on the cell phone. Verizon checked the phone, told me it was the phone. Called Tech Support @ Verizon. They advised a replacement phone of the same kind and brand would be sent out overnight delivery for the next day. With as many times as I have called, Zach said he would give me a 20.00 credit for inconvenience.
I received the replacement phone the next day. Verizon programed the phone and it had more problems than the other one. When I tried to dial a number, it hung up, when someone would call, it hung up. After three days of trying to get the phone to work, I called Verizon again. They advised they would send me a different type of phone, the LG Cosmos II which would be ready to be programed, and It would be sent out overnight delivery. The phone came in without the back of the phone, a battery or charger. I recontacted Verizon explained the situation. They sent the battery and charger, but no back to the phone so I couldn't even get that one connected. It's been 3 weeks and many phone calls to Verizon. The back of the phone was suppose to be here Saturday. it didn't come. Recontacted Verizon again, they advised it would be here Monday, now it is Monday and not here yet. I continued to tell them this is a business phone and I need it. Excuses continued to come, advising this time the back of the phone will arrive before 3:00 on Tuesday 12/4/12. I am waiting to see. When they send replacement phones, they are re-furbished. I told the representative tonight I wanted a new phone. She said she can't help me there. By now, I am very aggravated. I do believe Verizon should give me a free, non-re-furbished phone of my choice. They need to do something for a customer that has been a valued one for that many years.
So everyone, be ware of the refurbished phones. Asurion, is their current cell phone insurance company and they send out re-furbished phones for Verizon
.
There is a cell phone insurance company out there that will send you a new phone when you purchase their insurance and file a claim. Verizon Tech Support tells me there is no such thing. I reminded her that it was a local representative and Technician at the Verizon Store in Pinellas Park is the one that provided the information to me.
Three weeks now, and still no decent phone. The service used to be good, that is why I stayed with them so long, now it has changed drastically. With as much as we have to pay for service, and always a contract with Verizon, they should be more accommodating to their customers needs.
Angry Customer
I received the replacement phone the next day. Verizon programed the phone and it had more problems than the other one. When I tried to dial a number, it hung up, when someone would call, it hung up. After three days of trying to get the phone to work, I called Verizon again. They advised they would send me a different type of phone, the LG Cosmos II which would be ready to be programed, and It would be sent out overnight delivery. The phone came in without the back of the phone, a battery or charger. I recontacted Verizon explained the situation. They sent the battery and charger, but no back to the phone so I couldn't even get that one connected. It's been 3 weeks and many phone calls to Verizon. The back of the phone was suppose to be here Saturday. it didn't come. Recontacted Verizon again, they advised it would be here Monday, now it is Monday and not here yet. I continued to tell them this is a business phone and I need it. Excuses continued to come, advising this time the back of the phone will arrive before 3:00 on Tuesday 12/4/12. I am waiting to see. When they send replacement phones, they are re-furbished. I told the representative tonight I wanted a new phone. She said she can't help me there. By now, I am very aggravated. I do believe Verizon should give me a free, non-re-furbished phone of my choice. They need to do something for a customer that has been a valued one for that many years.
So everyone, be ware of the refurbished phones. Asurion, is their current cell phone insurance company and they send out re-furbished phones for Verizon
.
There is a cell phone insurance company out there that will send you a new phone when you purchase their insurance and file a claim. Verizon Tech Support tells me there is no such thing. I reminded her that it was a local representative and Technician at the Verizon Store in Pinellas Park is the one that provided the information to me.
Three weeks now, and still no decent phone. The service used to be good, that is why I stayed with them so long, now it has changed drastically. With as much as we have to pay for service, and always a contract with Verizon, they should be more accommodating to their customers needs.
Angry Customer
Comments:
Posted by leet60 on 2012-12-04:
It is standard practice for mobile carriers to replace defective phones with refurbished models. It is not uncommon for the phones to be sent without the back or battery, and the representatives are responsible for ensuring that they inquire if one is needed - customers with an existing phone model are typically told to keep the back and battery to use on the replacement. I did gather from your post this happened with a different model and sounds as if the customer service representative did not specify what was needed in the order.
I would suggest, that as a primary business phone, you have a landline. Mobile service, and situations such as this are not reliable enough to use as a primary contact for your business.
I would suggest, that as a primary business phone, you have a landline. Mobile service, and situations such as this are not reliable enough to use as a primary contact for your business.
Posted by At Your Service on 2012-12-04:
Ultimately I don't think I can see taking the position of replacing the phone with a NEW phone, as it sounds like replacing the phone from the beginning was actually a compromise. It wasn't something they had to do as the phone was just 'out of warranty.'
With that said, however, it would seem to me they should have sent out a replacement that was complete and you shouldn't need to attempt to piecemeal a phone together.
With that said, however, it would seem to me they should have sent out a replacement that was complete and you shouldn't need to attempt to piecemeal a phone together.
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