My cell phone was bricked (will not boot) on or about Tuesday Aug 06, 2014. I was out of town so I found a local Verizon wireless store in Port Chester NY Their phone no is (914) 939-4028. When I went there and presented my phone to Mary at service counter in back of store (not the sales counter in front) she tried few things and then determined that she could not repair the unit. Once she obtained the account info and looking the phone being in almost new condition, she called some one within Verizon to see if I can be upgraded ahead of time (at that time I was approx 1 month away from my 2 year contract expiration). While she was on phone she also stated that if necessary she will talk to the store manager and get him to OK the early upgrade. Once she received the OK on phone, she directed me to sales counter. Once sales person was available, he started telling me not to download anything from Internet, etc. and would only offer me a 16GB memory phone. So I decided to hold back till I was back in Alabama on Saturday Aug. 09, 2014. When I went to the store I have done business with in Huntsville, the sales person after obtaining my information immediately stated that there is nothing he can do. I will have to wait at least 1 week prior to my contact expiration to obtain an upgrade. He did not even make an attempt to contact anyone or ever talk to the store manager. That itself signifies extremely poor service - I guess Verizon wants to provide such a poor service.
On Aug 10th I called customer service and asked them if I need to file a complaint is there an email address? I was told that I will have to Postal Mail to an PO Box somewhere in CT or NH. I did inform the agent that I was dissatisfied the way I have been treated and she stated that she will have her supervisor call me. She also stated that other than 1 week prior to my contract expiration she cannot upgrade my non-bootable phone. In the meantime I had activated another Flip phone just to have communication. Apparently I never heard form the Agent's supervisor.
In an attempt to see in case someone would make an effort to provide better customer service, I went to a Verizon Wireless store in San Francisco (768 Market Street) on Aug 16th 2014 (today). The sales person upon obtaining my contract info stated that only thing he may be able to offer is my considering open enrollment in the Insurance program ($10 a month) and once it is active, I can request a replacement phone. Otherwise I will have to wait till at least 1 week prior to my contract expiration date.
All of the above (except Port Chester store Mary's attempt) shows a gross negligence and extremely poor customer service. I do realize that there are processes and guidelines, but there is always some flexibility in case of an emergency situation. I have been loyal customer of Verizon for close to 10 years and I have encouraged several of my family members and friends to join Verizon Wireless and they have done so. I have always paid my bills in time.
One of the surprising part is that when last time I upgraded my cell phone, no one told me that my 2 year contract will start from the date I renewed my contract. Up to that time I always retained my contact renewal date in August. It appears that Verizon has opted to use fine prints of disclaimer and hoping that most of the customers will not catch it.
I am extremely disappointed with Verizon Wireless with this experience. I am not sure if this will be even documented and looked at and acted upon by someone with authority and guts to make decision or Verizon does not care for individual customers.
All I was looking for is to walk into a Verizon store and pick up a new Cell phone with 2 year contract.
