I have been a loyal customer with Verizon for many many years. I thought they were great but I now realize that is because I have never had an issue that I felt warranted going through the lengthy process of hopefully finding a resolution, until now. The second there is any sort of issue, Verizon is not only unhelpful, but it is nearly impossible to even get anyone on the phone to help you.
In August, my husband and I were sold on purchasing two Lifeproof cases on the promise that if anything happened to the phones when they were in the case, the phones would be replaced upon paying a $50 deductible. The store associate put the cases on our newly bought phones while we were there in the store, in what we thought was an attempt to be helpful. We never opened the Lifeproof box after we got home…why would we?! We were also never told anything whatsoever about registering our new cases.
Well my husband’s phone recently died. Apparently this was due to water damage. After contacting both Lifeproof and Verizon in order to replace his phone, to our surprise, we discovered the phone is not actually covered because the case was not registered within a week of purchasing it. The store associate at Verizon never informed us of this caveat and we relied on the assurance that, if we spent $200+ dollars on these cases, the phones would be covered. Upon calling Verizon and explaining our situation (over and over again because we rarely ever received a callback, despite numerous promises) they told us there was nothing they could do for us. This meant we would have to spend the $600+ dollars to replace the phone out of our own pocket.
Also, just to be very clear, we would have never in a million spent over $200 on cases unless the phones were covered. Instead, we would have paid the monthly fee for insurance and gotten a far less expensive case. I’m still dealing with this issue, over a week later. I am still awaiting a return call from two managers, a store manager, a store associate and a customer service representative. I’m sure I will be waiting forever for those return calls. At this point we feel we have no choice but to switch to a provider that actually cares about customer service.
