Verizon Wireless Complaint - Corporate store or not?
ROCK HILL, SOUTH CAROLINA -- A little over a year ago, I purchased a smart phone (HTC Droid Eris). Turns out not as smart as other phones. LOL. I have two complaints.
1. I purchased the phone new from Verizon. Shortly after buying the phone I found that the phone did not function well. Getting to the Internet was unreal. It takes a very long time for pages to load. I usually get tired of waiting and end up using my lap top. I also had a problem with calls. Pulling up previously dialed calls or missed calls and using this to return calls takes so long I end up hitting the call button twice so I call the same person twice. When checking voice mail, the phone goes black and normally when you move the phone the key pad SHOULD pop back up so that you can make number choices for those automated phones. Well, my phone stayed black-the only way to get the screen to turn back on was to hit the red phone, which I am sure you know disconnects the call and you get to start all over. I called CS and told them of all the problems I was having and they said they were going to send me a "new phone". A few days later I got a box with part of a phone in it. It was not new - it was refurbished. I called CS and the person apologized that the first agent was supposed to tell me that it would be a refurbished phone. They also told me that there was nothing they could do because the phone was discontinued! I can understand why but when you purchase a phone and get a 2 year contract you would think the phone would work for the length of the contract. I contacted CS several times and a girl finally told me that if I turn the volume up or down on the side of the phone that the phone will light back up so I can use the key pad. Well, at least that helped a little. It is still a hassel. I feel as if I've been screwed! I purchased a new phone, ended up with a frustrating, poor functioning USED phone.
My second complaint. At the time of purchase I was told that I had to carry the data plan for at least one year even though my contract was for 2 years. Well, since the Internet is so sluggish I decided to cancel the Internet and just have the phone and text messaging on the phone. Well, CS told me that since I have a smart phone that the data package is required in order to keep the phone on my plan. I could have the data plan lowered from unlimited mb usage at $30 per month to 150mb at a rate of $15.00 per month. He said that I had already used 500mb and I advised him that it was probably from me putting the phone down when I would get frustrated for having to wait so long for pages to load. The CS representative I spoke to was apologetic and told me that the store I purchased my phone from was not a "corporate" store and that they had misinformed me regarding the data package requirement. He said that the way I would know that the store was not corporate is that under the Verizon logo there should be the real name of the company.
Summation: When you are considering entering into a contract with any cellular company...Make sure you are in a "Corporate" store. If they tell you that there is a warranty and replacement on the phone - make them show it to you "IN THE CONTRACT" not a brochure. If they tell you - you can change your plan make them show you where it is stated "IN THE CONTRACT". I spoke to a lawyer and was told that the cell company contracts are virtually iron clad. If you sign on the bottom line, you are stuck with what ever is written "IN THE CONTRACT".
Oh and the CS representative yesterday informed me that I was eligable for a phone upgrade. I thought that maybe this was because of the problems with the phone. Then, I asked if I got an upgraded phone would I have to extend my contract another 2 years. Well of course it was YES. I can't image why I would want to continue this punishment and dealings with Verizon CS...Needless to say, I did not take him up on the upgrade and I will not be renewing my contract with Verizon. I am tired of being on the Sh_t end of the stick so I WILL READ THE NEXT CONTRACT BEFORE SIGNING IT!!!