February 4, 2014
Verizon Wireless
Attn: Correspondence Team
- P.O. Box 5029
Wallingford, CT 06492
Dear Verizon Representative:
On February 3, I returned my LG Lucid phone to the Return Processing Center in Fort Worth, TX. The USPS receipt is attached for your reference.
After much debate and struggle with Verizon, this phone was returned so that an alleged damaged device fee will be waived from my account. I also ask that any late charges incurred also be removed.
If this can be done, you can stop reading now. If this cannot be done, you will now have to read the entire transcription of events and my justification to remove the fee and late charges.
In April 2013, I renewed my contract and received a LG Lucid phone. It was activated on 4/29.
Within two months, I had problems with the phone with the screen freezing up.
June 1st - I removed the screen guard. I went to the store and as luck would have it, the problems stopped as soon as I walked in the door. I was told I wasn’t used to the phone sensitivity yet.
June 6th – The problem continued a replacement is issued
July 3rd – after only have the second device a month, it began to not keep a charge. A third device was issued.
Over the course of the next three months, the phone was not charging. I was told that I needed a new home charger and a new car charger, which I purchased.
November 26th – the third device was still not charging, I was told it was the battery and not the phone. A replacement battery was sent.
December 5th – the third phone is still not charging. I requested a different device. After spending over an hour and a half in the store, I was told I would receive a Droid X. Please note it is not my intention to get a newer or better phone, just a model that works.
December 26th – the fourth replacement device was another LG Lucid. It was sent back.
January 7th – I received a fifth LG Lucid.
January 9th – A $299 damage fee was posted to my account because I allegedly scratched the screen. I do not agree that the picture submitted was the phone in question. However, I ask the question – am I supposed to keep a phone that doesn’t work because you cannot repurpose it and sell it someone else?
I was told by the Verizon store on Westport Avenue that there was nothing they could do to remove the fee and that I need to contact Verizon’s 800 number.
January 16th – The Verizon 800 number indicated that the phones were being replaced on warranty. If I didn’t want to incur the $299 fee, I need to submit it through the insurance program and there would be no cost to me.
January 16th – The insurance program indicated I needed to pay $100 deductible (for a phone that was not lost, but unusable, as well as I’d have to take the hit on the number of insurance claims after only being in my contract for seven months) This option was going to cost me money as well as being inherently unfair, therefore I did not pursue it.
January 17th – After a long call with the 800 number I was told that if I send in the fifth LG Lucid device and reactivate my old phone, the $299 fee will be removed. Apparently, Verizon thinks it’s unfair of me to have a phone that works and needs to cover their costs.
February 3rd- the fifth LG Lucid was received by Verizon. The phone was sent back with a letter expressing the phone not to be replaced but used to remove the damage fee.
I have done all that was asked of me. I now reiterate my request that the $299 fee and applicable late fees be removed from my account for the following reasons:
- This experience has cost me a considerable amount of time and travel.
- I needed to change phone five times
- I did not receive a different phone as promised
- I needed to buy equipment I didn’t need
- I am being charged a fee for a phone that doesn’t even work nor is worth $299.
- I now am being forced to use an old phone despite showing good faith and renewing my contract.
- I have been a Verizon customer for over ten years.
- I pay my bills ontime.
Please advise that this letter has been received and when I can expect this to be resolved. I appreciate your assistance in this matter.
Sincerely - Jennifer R
UPDATE:
February 7 – received a garbled voicemail that my request has been received and (garbled) and if I’d like to discuss, please call 1800-74(garbled)
Please advise me on the status of this matter.
