As soon as my current contract ends I will end the contract, no more renewal no replacement phone. The customer support was lousy, the girl on the phone didn't help and cut me off when I was trying to explain what was wrong. Was so bad that it got to the extent that I gave up trying to explain the problem.
Then she demanded that I wait and go into a Corporate store because she couldn't see the problem occuring on the phone and they needed to do extensive problem solving. This is on a Saturday evening so I resolve that I will go into the local corporate store on the Monday afternoon on the way home.
I had repeated problems since the update concerning the phone dialing out at random and refusing to charge and basically doing it's own thing! So an hour before I leave work I take a phone call and when I end the call on the blackberry the screen goes black, the backlight is still on, and it freezes. So I resolve to not restart the phone with a battery pull and take it in how it is.
In I walk, tell the meeter and greeter and tell her the situation and show her the phone and I am told to see the blackberry specialist. So I sit down, wait for the girl and then she takes a cursory 5 second look at the phone and then asks details about the account and says that it's a warrantied failure and that I will get a brand new phone to replace it.
Next day the phone arrives and it is a rebuilt phone and the screen has no protector on it and just a piece of plastic sheet sellotaped to the screen!
I had just used my last screen protector on the failed storm and had to go back to the store to buy a pack of three so that I could get one on the phone before I could even use it.
So I go back into the store very early in the morning as soon as they opened. Thankfully it was a free day for me and I didn't have to be on call. I go in and have to wait another 10 minutes - there are only two customers in the store and 10 or more staff standing around - and finally I get service.
The rep goes into the back to get my storm-1 screen protectors and I pay at the desk, the protectors have a sticker on the pack that says $9.99 and they charge me $12.99 and the response when I questioned the difference in price he said DO YOU WANT THEM OR NOT?
Well being in the situation that I had to get that screen cleaned up and a protector on it so that I could activate and use the replacement phone.
That was another can or worms. I gave up being on hold for hours and ended up doing the activation myself using the website and manually entering the codes into the phone to allow it to connect to the verizon system.
The tape residue was hell to remove from the phone but to deal with customer service that is absolutely crap was the last straw.
I had a similar problem before I renewed this current contract when I was charged a fee to cancel a contract on a broadband card that was 36 months old and should have been clear of the contract and the reason given was that they had replaced the adaptor when one that I had been supplied with was not Windows Vista compatible and I had replaced my PC and given away my previous one and they were treating it as a 'free upgrade' when it didn't do anything for me, it was no faster than the previous card ever was. So I paid an early termination fee when I had never signed a new contract.
Then I look at my account and decide that I don't need visual voice mail and wanted to switch it off. They refuse to switch it off and I don't use that many SMS messages and they tell me I cannot switch that off either that I HAVE TO HAVE THEM.
They have frustrated me one time too many. I will go with AT&T and deal with problems with signal loss rather than fight with their crappy customer service and self righteous attitudes. I've already dropped their landline and internet service and the wireless will be next.
Now I've finished getting that off my chest I can go back to waiting 15 minutes for a mobile web page to load on my blackberry storm.
"Then I look at my account and decide that I don't need visual voice mail and wanted to switch it off. They refuse to switch it off and I don't use that many SMS messages and they tell me I cannot switch that off either that I HAVE TO HAVE THEM."
"Next day the phone arrives and it is a rebuilt phone and the screen has no protector on it and just a piece of plastic sheet sellotaped to the screen!"
Replacement phones are not brand new, unless you have had yours less than 30 days.
" I gave up being on hold for hours "
I've been a customer of Verizon for more than ten years now.....
With 4 people on the plan......
NEVER have had anything remotely close to this happen!!
Just too hard to believe!
My point, exactly.
I cannot believe that a VZW rep would say that he HAD to have VVM and text package.
On hold for hours? C'mon!
Am I calling him a liar? Absolutely not!