Purchased a Q10 this year for my daughter. It began having a multitude of problems including stopping and resetting on it's own. Contacted tech service and they sent a refurbished unit(I do not understand purchasing a new phone and then getting refurbished units) anyway that second phone began having problems-including the speaker not working. We contacted tech again and they sent a new battery. That cleared some issues but the speaker did not work still. We went to a verizon store here in El Paso Texas-on mesa street. The person helping us was very nice and said he had to call tech support for the answers. This took over 30 minutes as they reset the to factory settings (my daughter had not changed anything) Well the speaker still did not work so can not hear phone ringing-music-etc. The sales man had me speak to the tech person who said they would send a noter refurbished unit. I said I had read about the edge program and she said I had to have a working phone to trade in (????????) this is their phone that broke!!!!! So I said send me the refurbished unit and I will bring that in. The local manger said they do not do the edge program and even if they did you have to belong for 6 months before implementation. I am stunned with this logic/policy- it makes no sense and is definitely not customer friendly. So my daughter will have her third Q10 in less than a year. I asked what if this one breaks-he responded he THINKS there may be an exchange then. They obviously do not have a quality assurance program or care about the customer. ONE KNOWS THEY HAVE A QUALITY PRODUCT OR SERVICE WHEN IT EXCEEDS THE CUSTOMERS EXPECTATIONS!!! Today they did not come close.
