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verizon unwilling to replace device

I have been a customer with Verizon for about 10 years, and about 10 months ago my son bought me an IPHONE 4s. As it turned out, after having it for about 6 months, it just seemed to complex for me and I am not in an area where I would have been able to take the classes on how to run it. So, I decided to go into the Verizon store in Tooele, Utah (consequently, that's where I live), and asked them if they could offer me a different kind of phone that was comparable as far as expense and features go. Realizing that I am a middle aged person with not the highest intelligence for cell phone technology, they were quick to offer me the HTC Incredible that was reconditioned. Well, I "thought" that Verizon employees were working for "us", the people that pay their wages and they'd be looking out for "Our best interests"! NOT, So, anyway, myself being ignorant to the value of all the cell phones and assuming that they are aware of what the approximate value is of the phones they sell, they tell me that they'll trade my IPHONE for the HTC Incredible plus $49.00 out of my pocket.

Since acquiring this HTC Incredible, I have had multiple problems with it. I have called 5 or 6 times now for them to do something about it and fix issues I have had with this thing, to no avail!! I have asked, begged, pleaded, for them to just replace it with another phone and explained the whole situation with what the Tooele store did to me, and no one so far has done anything about it! Although I've been with Verizon for a long time, I am about ready (I told them), to go with the family plan deal at WalMart for much less money and also tell ever person I run into about the crappy customer service I've had through them. I guess it's taught me not to trust the employees for Verizon since they really ripped me. Yes, also I found out since I traded my iphone, that the HTC Incredible you can buy online through KSL or pretty much anywhere for $40.00, so virtually, those Verizon employees got my iphone for FREE.

Signed, A Fool No Longer

Comments

Verizon_Support

Thank you for being a customer for 10 years, beckyedler. We are so sorry that you are having a problem with the HTC Incredible. We would love to help with the phone so you will no longer have problems. If the phone needs to be replaced, then we must replace it with the same make/model since that is what the warranty will cover.

What concerns do you have with HTC Incredible?

TamaraH_VZW

Follow us on Twitter @VZWSupport

beckyedler

Thank you so very much for taking the time to talk with me about this

problem. Well, so far, I've lost all my contacts in the phone times,

I've had it blinking on and off while in the middle of a call, I've lost

all of my apps a couple of times and the shortcuts off of my homepage

once, no one can ever hear me when I have it on speaker, the touch screen

doesn't seen to work ask if the time. The battery never lasts for more

than 12 hours at the most, and that's if I funny go on the Internet or use

my apps. It won't accept a charge occasionally. That's just a few of the

problems I've experienced since I got the phone in late October.

On Jan 24, 2014 9:45 AM, "Verizon Wireless Customer Support" <

unknown

Personally the iPhone is a much easier device and just reading the manual on the device in the Safari browser or going to Apple would have shown you how easy it is to operate. And I am old and retired and I swear they are so easy to operate.

The basic retail price of the iPhone is around $700 that HTC is much less, also the HTC is an Android Operating System where a iPhone is using Apples iOS system. It is also much stabler than android.

In any case you were taken by the sales droid at verizon. Remember they are not your friend, they are there to generate revenues for Verizon Wireless. They will lie, cheat and cajole you to make a sale.

The problem is the verizon rep told you the truth here. If you call *611 or 1-800-922-0204 tell them you need a warranty replacement they will send another HTC to you. Then you send the old one back. However it must be within one year and there can be no water damage, or visable or hidden damage or they charge you from $199-$500 for the returned device.

They send used devices. So you may have more problems than you do now. Additionally if you leave to go to Walmart for the family plan you will get dinged for early termination fees on each line that has a contract.

Good Luck

beckyedler

Well, as for the iphone operation, or lack of my ability to operate it, the

representatives for apple iphones told me (among others) that there is

classes for consumers to take at verizon corporate stores to teach people

how to use the Apple IOs operating system properly, so not as easy as you

mentioned in your response.

And about the Verizon employees, are you not a Verizon employee, why would

you be any different than the people running our Tooele store? Would'nt any

customer of Verizon assume that the staff at THEIR store would always

assist in complete customer satisfaction for their company?

I previously had a contract service, but currently I am a prepaid customer,

so there is NO termination fees on my line since their is no contract. That

is why I assume most customer service employees that I've talked to are

failing to provide any customer courtesy. .

I will go to the corporate store in Salt Lake City today, and present this

problem to one of the Corporate Managers/Quality Assurance Managers, and

show them all of my emails and phone conversations,or so they can

determine how they're going to proceed.

I think I'd like to report this to the Better Busineses Bureau so that this

horrible cs does not continue any longer than necessary.

Totally and Completely Unsatisfied Verizon Customer,

Rebecca

Private info removed as required by the Terms of Service.

Message was edited by: Admin Moderator

unknown

Hi Rebecca: Actually I don't work for Verizon Wireless. Just another customer that likes to help others if I can. The classes I have never attended. I have used both Android and IOS devices from Apple. They both have their ups and downs as anything can. Its a learning curve. I like the Apple products more outside of their computers. MACs are such a pain for me to grasp My wife can use her MAC and she loves the ipads. However she uses a Motorola Razr Android phone and she just bought a Galaxy Tablet from Sprint to use cellular when she is on the road. Her phone has excellent cellular 4G from Verizon but when I received the bums rush from Verizon when I attempted to purchase a tablet from Verizon, she just bought it from Sprint. She is pretty happy. Basically the phones are just little mini computers, and they make phone calls. Like I said you were cheated on the phone exchange, and believe me you are not the only person who is getting terrible service from the stores or on the phone. I hope you get the issue all taken care of. Good Luck

Verizon_Support

Thanks for the details beckyedler. What specific Incredible model is this? There have been several models in the Incredible line. It sounds like you may be experiencing app conflict. I recommend testing the device in safe mode to rule out that possibility. Please confirm the model and we will gladly provide instructions. Please be aware 12 hours on a full charge is well within range for normal battery performance.

JonathanK_VZW

VZW Support

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unknown

Did you read what she wrote? Did you read what the other verizon rep wrote? Evidently not!

Its an HTC Incredible

Good Luck

Verizon_Support

Thanks for the additional details beckyedler. I see you stated you now have Prepay service. Please contact Prepay support at 888-294-6804, as we support postpaid service and devices here.

JonathanK_VZW

VZW Support

Follow Us on Twitter@VZWSupport

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