On March 10, 2016 I visited a Verizon Wireless store in Portland, Oregon. I shared that my daughter’s LG-UN280 cell phone was no longer working, thinking that perhaps there was a battery issue given that it wasn’t holding a charge. The customer service rep, after trying to revive the phone, ordered a new phone to be delivered on March 14, 2016.
On March 14, 2016 I received a replacement LG-UN280 phone, however it was without a battery. That evening I called Verizon customer service rep and spoke to him for 21 minutes about how having a phone without a battery didn’t help. The gentleman shared he would be shipping out a battery.
On March 23, 2016 I placed a call to Verizon customer service to share that I hadn’t received the battery, wondering where it was. While on the phone with the customer service rep my call was dropped and I didn’t receive a call back. This was a 9 minute phone call with wait time.
On March 24, 2016 I placed a call to Verizon customer service and explained the situation for 36 minutes. The rep shared that he discovered that Verizon didn’t have any batteries for this phone, hence the reason for no battery being shipped. The rep then referred me to LG customer service, to whom I explained my situation again. The rep explained that I now have to ship the old battery to them for them to do a diagnostic on the battery in order to see that the battery is bad before shipping me a new battery. They also asked that I send them a proof of purchase to verify that the phone is still under warranty. After returning from vacation today, I am now working on this.
In the meantime I continue to receive texts from Verizon stating that if I do not return my defective device, I may be charged full retail price, which may exceed $500.
As you can see, I’ve spent way too much time in person and on the phone trying to get a fix to my daughter’s phone. It’s been 18 days where she has been without service despite the fact I’m still paying for the service. I pay over $200 a month for Verizon and I feel like I’m receiving very poor service for a simple fix. My contract is up in 3 months and I’m very tempted to seek another provider that doesn’t give me the runaround.
