This concerning my struggle with defective handsets. On July 18th 2013 which was the 13th day from which we started our contract I returned to the Verizon wireless store located on 2266 Bartow Ave, Bronx, NY 10475. The reason for my visit was to exchange the Galaxy S4 in which I received on July 5th. The reason for my return was due to the defective handset, the smartphones screen froze numerous times during usage. The first few experiences I though nothing of it, and held on to the device with the with expectation that it would not occur again. However, to my surprise the screen continued to freeze. Explaining this to the sale representative at the Bartow location they exchanged the device, giving me a new device to replace the defective one. Yet again I experienced problems, this time it was connectivity problems which resulted in numerous failed text messages at different locates on different times. Upon reading trouble shooting tips on Verizon.com under “Verizon Troubleshooter” I went through all the tips and still experienced connectivity problems days later. So, for the third time within the 14 day window. I revisited the Bartow location and explained my current situation, with my explanation I provided screen shots. These screen shots depicted failed text messages while on “4Glte” with full bars at different times on several different days. The sales representative then began a transaction to replace my device for a second time. Upon setting up my “3rd” device, it shut off in the sales representatives hand and needed to be powered back on. Once the phone was in my hand I experienced what the sale representative had just witnessed – The phone powering off on its own and not powering back on unless the power key was activated. The sales representative was not going to let me take the defective phone especially after witnessing the current problem first hand. As a result I was given a 4th handset, which I consider my “3rd” device because I did not leave the store with the defective device which powered itself off. Currently, I am in possession of my 3rd Samsung Galaxy S4 which to no surprise is experiencing software issues – along the lines of freezing in between applications, specifically between text messaging and phone calls. Due to my high volume of defective phones which I find to be far past that of coincidence. I began to question my personal usage. I contacted the Verizon help line on August 14th 2013 (which was also within the 14 day window of exchange/replacement) and spoke to a technician about my current situation. Together, through a series of questions we eliminated one cause at a time, it appeared that my usage was not the cause of the defects in which I was experiencing. Together we also worked out how I should carry out the activation of my new phone. One of my reasons for calling the help line was because I believe I may have been receiving a bad batch of phones from the Bartow location, although my significant other has had the same device originally purchased on August 5th 2013 and has not experienced a single problem. With that I would like to add that the employees at the Bartow location are very helpful and are there to serve Verizon customers to the best of their abilities which I have to say is superb. To continued, I was under the impression that I would receive a new Samsung Galaxy S4 (Black Mist) in the mail within 24 hours. I received the phone the following day exactly when the representative stated it would. To my surprise the device in which I received was a “Like New Certified Replacement” I was shocked to see that I had been sent a refurbished device. On August 18th 2013, I contacted the Verizon help line for the second time. I explained my entire situation as I have been doing numerous times since the start of our contracts days after August 5th 2013. During my call I was connected to a Supervisor who I was told would better handle the situation, the name of this supervisor I rather not state because I wouldn't like any actions to be taken against them. The conversation at the beginning was very content and seemed to sway toward disrespectful use of tones and words from the Supervisor, which lead to choices of words I am not happy with and would like to apologies for in advance on my behalf. During my conversation it was stated numerous times that I wouldn't receive a new device and that a refurbished device was “all that I would get”. While trying to explain my situation the Supervisor continued to relay the same set of statements. To my belief it seemed as if that Supervisor though I was unable to grasp the concept of the 14 day window for replacement/exchange and that I was uneducated and incapable of understanding the warranty agreement which was signed. I believe I was treated very unfairly, I hold no power nor do I have the ability to take any action other than my words. I kindly contacted the Verizon help line and tried to express my concerns and situation. By no means was your Supervisor accepting my words or taking into consideration my situation. I am a consumer and to be honest this type of “Service” is unacceptable. I purchased a New Samsung Galaxy S4 in which I experienced countless problems through various devices. I don't believe in any way I should receive a “Like New” device when I purchased a new device at the beginning of my contract on August 5th 2013. I decided to write this email to avoid contacting the Verizon help line again, this is because I have never witnessed such bad communication skills from someone in a Supervisor position. I can't fully express the feedback I received from this Supervisor and I couldn't clearly describe to your the lack of respect I received. In Retrospect, I ship the “Like New” device back to your company as I am not accepting it as a form of resolution to this sitation. As a customer of Verizon I believe I should receive was I purchased which is a new, unopened. Unused, non refurbished Samsung Galaxy S4.
