I ordered the HTC One Max over the phone from Verizon less than 30 days ago as an upgrade after having the Motorola Razr for 2 years. When I ordered it, the person I spoke with told me I had a 30 day warranty and could return it within 30 days. The GPS on this phone doesn't work. Period. All I got from Verizon was just the usual runaround, where they try to waste your time in hopes that you will just forget about it and put up with whatever is wrong with their phones. They asked me to do a reset, which I couldn't do over the phone because i was on it at the time and I was not at work or at home. They told me to do a reset when I get a chance and call back. So then I call back after I do the reset and ask to speak to a manager because the person that answered the phone was just trying to brush me off and would just sit there without saying anything waiting for me to talk. I had to ask her several time "OK, so then what?" The only smart, or I should say sneaky, thing she did, was she didn't give her name at any point during the call. I asked to speak to a supervisor and was put on hold for over HALF AN HOUR. Again, one of their tactics to hope that people will hang up. The "Supervisor" I spoke to said their name was Sue but sounded like a male, probably trying to hide their identity as well. She was insulting and said they had to go through a reset with me because that is their policy. I explained that I had already done the reset as instructed to by the first person I spoke to, who by the way LIED and stated that I had refused to do a reset. So then this person wants me to do another reset, which I did and then they got upset because I went ahead and did it instead of going through step by step with them. Apparently she didn't believe that I had already done a reset. I told them that it was their CSR who had told me to go ahead and do that and that i am perfectly capable of doing a reset without having them tell me step by step. She asked how the GPS wasn't working. I explained that it didn't zero in on my location. She sarcastically asked me "So you don't know where you are? I explained to this genius that the whole point of GPS is to pinpoint your location, and that the Google Maps App or any navigation/maps app for that matter can't give you directions for where you want to go unless you put in a starting location, which by DEFAULT is "my location". I asked if I could return the HTC One Max in exchange for a Samsung Galaxy Note 3 but this person refused , saying that it is not known by HTC to be a problem, so then I must get a refurbished one from them and see if that one works. I'm sorry but i didn't pay the kind of money I did for this phone to get a refurbished phone. This person was again rude and said 'well the phone you send back to us will be used to because it was used by you" I explained to this genius that they were going to turn around and get their money back from HTC while I'm stuck with a refurbished phone when I paid for a new one. in short, i am thinking about just going prepaid..I'm sure their GPS will work a whole lot better, My question is, how do I file a formal customer complaint for this rude and uncalled for treatment of a loyal customer.
