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poor customer service for 14 year customer

I just wanted to share my last experience with Verizon I have been a loyal customer with 2 lines with Verizon for

14 years. I purchased a Samsung S4 about a month and a half ago and always carry my phones in my pocket. Last

week I took the phone out of my pocket and discovered that the LCD screen no longer worked there was no cracked glass

and no physical damage to the phone. I was told by the Verizon store that I need to send the phone to Samsung for warranty

coverage upon doing that I received a bill for $200 from Samsung for the repair. I spent an hour on the phone with Verizon

customer service where I was told there was nothing they could do for me eventhough I've been with them for 14 years and pay

nearly $2000 a year in annual payments. My previous phone a Motorola Razr still works well after 2.5 years and I've never had any

issue with phone damage previously until I had this poor quality Samsung S4 which I by the way would not recommend to anyone

due to its very poor workmanship. I just wanted to vent and hope that Verizon and their potential new customers read this I will

look into changing phone carriers as soon as possible and Verizon can count me as a disgruntled former loyal customer of 14 years

who will share this experience with as many people as I can and Verizon my want to rethink how they treat customers that have been

with them for this period of time.

Comments

info4u

Why did you send the phone to samsung and then contact Verizon about the $200 bill? The bill was through Samsung right?

dandoonfxr

I sent the phone to Samsung because that's what I was told to do by Verizon. Samsung has been very unhelpful in this matter and as a long standing customer for such a long time with Verizon I would think they would help with this matter since they are the provider for this device.

info4u

Got it! In sending the device back to Samsung they were right you should send it back to samsung for a warranty replacement. Though I do understand going to Verizon for help as a long time customer in the matter between you and Samsung over warranty replacment, there really isn't much they can do as the $200 is being charged by Samsung and the warranty is through them.

I feel for you in the frustration, I've been there and it really sucks, but really the only option you have to fight that $200, as it was a rightful warranty replacment, is to contact Samsung's customer service unfroturnetly.

japetty

Samsung replaced your screen after doing the tests they do on non working/cracked screens for damage. When they find the damage and they have always found damage I am told. Samsung then bills the customer for the $200.00 and they are not bashful about the $200.00 replaces the screen and returns the phone to the customer. You do get your phone back instead of a refurbished phone. The VZW phone insurance you will pay $99.00 and get a refurbished phone which may or may not work properly. I don't really know what you think VZW should do about a deal you made with Samsung that cost $200.00. VZW sells Samsung and other brands of phones to their customer as a convenience to their customers. VZW does not manufacture any phones. Now that you are getting your phone back with a new screen repair I hope you get a few years of enjoyment from it.

mdxdx

I understand what your going through. I have had several replacements for my s4. I was a loyal moto user until the s4, and wish I never made the switch. When the volume buttons stopped working on the last one I contacted verizon. The agent had agreed that Samsung quality has been less than others. The agent offered the put me into another device, but said she had to talk to a supervisor and would call me back in an hour. After 5 hours I called back back and when I asked about the call back I was supposed to receive, they said the agent ordered my a Samsung again. I am very upset with Verizon cs and this week I am going to look into the T mobile offer to buy me out of my contract.

japetty

If you are going to look at TMOB to buy out your contract approach that with caution. You may want to try out their service someway before you pull the trigger on that venture. Make sure your phone service will be what you expect it to be in places where you live, work and travel. TMOB service in areas off the beaten path are sometimes less than you expect. I know they are much less in the places where I live and travel. Good Luck with that venture.

dandoonfxr

I agree with both of you the quality of Samsung is far inferior to Motorola I know I will go with Motorola only in the future I've had 3 previous Motorola phones all felt sturdy and lasted a long time as opposed to the Samsung which feels like cheap plastic and only lasts a little over a month. As far as service I think T-Mobile will be putting a big dent into Verizon specially if they continue to treat customers this poorly. I'll be looking into the buyout rebate.

japetty

Remember Moto is no longer owned by Motorola or Google. The business was sold to Lenovo who make another brand of phone so Motorola may not be the phone you expect in the near future just saying.

Hazel_Eyes_4_U

I had a problem with the S4 getting hot and Verizon couldn't do anything because the 14 days was up so I called Samsung and they fixed it free of charge. Is your phone still under warranty?

japetty

His phone was more than likely under the one year warranty but broken/cracked class after Samsung does their 14 way test usually determines that it is customer misuse or abuse and therefore charges the $200.00 for the replacement of the screen. Your issue since the test did not find abuse (moisture/corrosion) was repaired under warranty. There has been many broken/cracked glass on the S4 and the N3 but I guess so far no one has taken Samsung to the task and proven to Samsung it is a manufacturer defect.

chuchu6316

Same here. Entire family 12 years with Verizon, $300/month average, S4 cracked after 4 months, no abuse, they guy at the store said I was pressing the (touch haha) screen too hard... Verizon is the service provider and the service comes with devices, so they should have some responsibility. I decided not to pay Samsung the $200. Using again my 4 years old phone and waiting for my contract to be over. Then I guess HTC One and T-Mobile ...

unknown

You read what Jpetty said yet did not understand.

Verizon does not make the devices from any manufacturer. They will replace a device not with physical damage up to a year with a refurbished device. The key word here is NO DAMAGE

You must take up that issue with the maker of the device. Not Verizon.

If you purchased supplemental insurance from Asurion then damage is covered but there is a deductible you must pay and they give you another second hand refurbished device.

Good Luck

3rdtime

Dude they are doing the same to me after 10years and gave them over 20k and they are letting me walk over $300 for a warranty phone. Shocking.

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