I am currently using a warranty replacement phone, once I received this phone I soon after discovered its having the same issues as the phone I needed replaced and more issues than the original phone. I called customer & tech support. I was told I would be sent an upgrade by the customer service rep because he said after doing some checking that this model of phone, Samsung 22 , does in fact have issues/is a faulty model, so instead of sending me the same phone again Verizon would send me the upgrade. The rep told me the Samsung 23 is on back order,could be a week or two, and when there was an option for to be able to choose the color of phone i wanted he would call me so I can select the color of phone I wanted. Weeks go by and I never received a call so I called customer service. I was told by the customer service rep that the only option she saw was to send me the same model of phone again since I still owe some of my current phone. I explained to her that this is not what the last rep told me last time I called, and that he admitted this model of phone had issues is why they were sending me an upgrade. At some point the call disconnected. I had to call customer service back, the next rep basically repeated the same, and made claims they had no record of what was said to me on the call that I was told my phone would be replaced. I asked to speak with a supervisor, by this time I had spent hours trying to sort this issue and it was now after 7p and I was trying to take care of family needs and get ready for dinner so I requested a call back. The day of the call back I was busy working and missed the call. I also travel for work , so have been busy since. My off time is very limited, some times only having one full day off and im a caretaker for my father, so my time is limited to deal with this in person right now. A big part of my complaint is I need my phone for work every work day & I need my GPS while traveling for work, & the Google maps has been a big part of the issue. And now this warranty replacement phone is also overheating regularly when im using google maps. I've called back several times because the customer service supervisor never followed up after i missed their call. The supervisor also said she would launch an investigation into the call in which i was told i would get the upgrade at no charge. Ive called back since this and each time the customer service reps say they have no call logs of these calls, yet the rep who told me he was sending a replacement told me he did notate my account and start the order for the upgrade . Last time i called i requested the investigation in the calls be launched as i was told it had been by a supervisor. I also requested these recorded call records be pulled, since its always stated the calls are recorded. The last customer service rep said he woulf initiate the investigation that i was told by a supervisor had already been launched, and i requested some one contact me about this issue and still no one from verizon has contacted me. I already posted my complaint online because this is getting ridiculous . I've been with Verizon longer than this family plan I'm currently on now, so over 10 years. This is the most despicable lack of assistance I have ever tried to receive. I now feel I'm just being lied to by customer service reps because how are your CSR not on the same page and suddenly not keeping call logs especially for such issues and complaints! because if I'm not being lied to why do I still not have my phone replacement! I have been dealing with this issue for months now! mostly because I'm so busy with work I don't have much time in my off time to sort this issue or I would have had more time to continue to submit my complaints with trying to sort this issue! Ive requested the investigationin these calls& to have the recorded call pulled but no follow up from verizon! soon i will report Verizon to the BBB for misleading its customers !
