I've been with Alltel/Verizon for a few years now and I must say today I am very disappointed with this company.
I decided to upgrade to the thunderbolt, but the day after I received it I had to leave for Arizona. So on my way out I did my best to check out the phone, knowing about the 14 day window.
As I traveled into the next state I called Verizon because the “update” wasn’t working for the phone. The person explained to me that the phone automatically updates itself and I didn’t need to call the #228 (or whatever that update number is) anyhow, I noticed as I drove through new areas my phone kept restarting itself, I stupidly assumed this was the phones way of “updating” when I hit a new tower.
Once I got to my destination in AZ, the town I was in didn’t support my 4G connection – I called Verizon to discuss this and they said there was nothing to be done, I wasn’t upset, I understand this type of thing can happen when in a small town.
But the phone kept restarting itself. My trip to AZ was an unexpected emergency so I really didn’t pay much attention to the phone and that it kept restarting itself, I thought it was odd but figured once I got back home it would correct itself, I was in a small town and passing through different states and figured it was just part of the phone updating itself.
Upon returning home 2 weeks later my phone continued to restart itself almost constantly, I would be in the middle of a conversation or emailing or whatever and the phone would just shut down. I spoke with a friend of mine who also had a thunderbolt and she said she’d been having the same problem. She said she called Verizon and they told her this was a known issue.
Unfortunately this “known issue” started causing me problems with work, the phone shut down on me several times while in conversations with my boss, or an insurance company, and even clients. After a full day of being chewed out by my boss, I called Verizon about this “known issue” and they explained that eventually there would be a software update but they didn’t know when.
As the tech guy and I went through troubleshooting the phone he realized that theactual device was defective and said he would need to send me a replacement. I was only a few days outside the 14 day window, but the fix was to replace my brand new defective phone, that I paid $260 for, with a used one. Oh and I had to pay the shipping also.
I tried to continue my work day but after another several rounds of the phone shutting down I called back and again explained my situation, I could lose my job over something like this. I told the lady I was more than happy to pay the $35 restocking fee but that I was not going to pay for a phone that was defective (the software) especially since this was a known problem, even though I was getting the used replacement, the phone was still going to be shutting down on me. She agreed that yes, even with a properly working device, the phone would continue to shut down on me. She told me she would go ahead and credit my bill for the price of the phone – less the $35 restocking fee and when the replacement device showed up to just refuse it.
I sent back the phone and refused the replacement. After several days I called to see why my bill had not been credited. I was told that the warehouse hadn’t finished processing my returns but that I would get a call back and my credit within just a few days.
I had to make another trip out to AZ when my grandfather passed away and didn’t get to revisit this issue until today. I looked at my bill and saw that I still had not been issued my credit.
I called and was told that according to the notes, I had agreed to return the phones and go back to my droid (which I have had no problems with) but still pay the $260. I was dumbfounded; who in their right mind would agree to such a thing!
I eventually got as far as Kaitlin, the floor manager , I explained what happened (from the beginning) and low and behold there were no notes of my being told I would get credited, but there was a note about me agreeing to return both the phones and still pay the $260. Seriously!!
She just kept giving me the 14 day window mantra, I told her I understood that, that was why when I called back I asked if I could have an exception as this could potentially cost me my job, and I’d had unexpected trips I’d had to take, it wasn’t like I just decided I didn’t want the phone, the darn thing was defective and so was the software!
I asked to speak with her boss, but was told that Brett didn’t take calls, but that she would give him my name and number and he would call me back in a few days.
So the ending result was this:
I am back to using my droid
I was credited $164.00 of the $260 - but that $164 includes the $35 restocking fee
Although my brand new phone was defective, (the actual device, not the software) I was going to be given a used phone, because I was outside the 14 day window.
I was told by Kaitlin to be happy that all I had to pay was a little over $100, when I had been shipped two phones, although I returned both of them.
My upgrade date was moved to Jan of 2013 - and although I’ve sent back the phones, I’ve lost my upgrade time.
Anyone want to take bets on Brett actually calling me back?
I pay a good chunk of change every month for two smart phones - apparently Verizon has so much business that my little bit doesn’t mean squat to them.
Word to the wise:
Don’t get a thunderbolt!
As far as their customer service; my husband says I should refrain and be nice 
