Dear Verizon,
This is not my first attempt at this however I'm trying several routes because I'm not getting the desired result and am very disappointed. Let me start from the beginning. In Feb. I was up for my "new every 2" upgrade. I have been watching the Razr/Razr Maxx since they were introduced and a huge selling point for me aside from performance is the build quality. The guerilla glass and the materials used to build the casing of this phone were very attractive to me. So I went to the store with the intent to purchase the razr or the maxx. As I'm looking at these 2 phones a rep offers their help. I explained I dont really need any help I am pretty set on one of these 2 phones. If they could help me understand the benefit over one or the other that would be it. I learned that the battery life is the significant different. However, the rep proceeded to brush this phone off and steer me towards the HTC Rezound. Now at that point I have heard of the Rezound and it's key selling point being the Beatz audio headphones. That was slightly attractive. I expressed as good as the Rezound sounds I'd really like the Maxx. The Rep proceeded to sell me on the specs etc. of the Rezound and how it was a superior performing phone over the Maxx. Needless to say they sold me on the Rezound and initially I felt good about what the Rep had told me about the phone. Through that conversation I was blinded by the performance specs and forgot totally about one of the key things I wanted. A solid build. After a few weeks of having the Rezound while enjoying the performance piece I noticed the build quality was very cheap. The backlighting of the keys was horrible, the battery cover did not fit well and actually made noise when you held it firmly etc. So the first issue I had with the phone was the rear loudspeaker began to give me issues. Disappointed at this point I went back to the location I purchased the phone from and asked what they could do? While the rep was barely listening to me as they had their face glued to a computer screen (which tells me customers are only important when it benefits verizon and not when they're in need of help) I explained the speaker issue and she basically told me that is from abuse or misuse and will not be covered and that I could purchase a phone at full price or add a line and get the discounted price. Really???? I walked away very displeased. I was not spending any money on a poorly built phone so I researched other options and found a speaker online and replaced it myself.... Shortly after this while having the phone in my front pocket (protected by a case and screen protector) and nothing else in that pocket I sat down and I felt a popping sound. I pulled my phone out to discover a crack acrossed the screen. Now I'm irritated. I did not bother asking verizon and simply bought the screen myself and replaced it. Ok so I invested my time and money into making this phone like new again but am very unsatisfied with it.... I dont even like using it and am afraid of what's going to break next? I shouldnt be burdened with a phone that cant last more than 2 months of use. Last, one of the things that upsets me the most is the fact that I purchased this phone for $249 two months ago and the phone is now selling for $49. To me this made perfect sense why the rep was pushing this phone at that moment. The Razr was going for a similar price and has comparable specs but the difference was the Rezound was being reduced in price the following month. Why is that? It appears to me the push was to get as many Rezounds sold before the reduction. Whether it's the case or not its the perception. I do not buy the fact that reps have no clue of the events that are upcoming at their stores. I get the fact that I voided the warranty by fixing those items on my own... However this was under the direction of a verizon rep. I feel I would have been a much more satisfied customer if I would have been steered towards what I initially wanted rather than manipulated into buying this paper weight. The result I want is for verizon to take back this junk phone and exchange it for the phone I initially wanted. I think that is reasonable for a customer of 12 years now? Please change the perception many of us have of verizons attention to customer satisfaction. It is very obvious new customers are more important than existing. At the store reps are much more attentive to sell something than help someone. Change the perception.
