Broken HTC Incredible and Verizon service

[Bopster]

Great phone for the 22 hours it worked.

I got my Incredible May 10th, it died May 11th.

Then it stopped charging, the battery goes dead. Red charge light on, green battery icon on top of screen has little lightening bolt thru it. Green indicator moves back and forth like its charging. Tried removing and reinstalling battery.  Sometimes it charges until red light turns green, then its dead within an hour, with the phone completely shut off, not sleeping but OFF. All while still plugged in.

Tried supplied wall charger, Verizon car charger. All the same.

Tried a new battery they sent me. It acts the same.

Took it to the local Verizon store, they said its broken too.

They ordered me a new one on the 17th.

3 hard resets, 3 sessions with tech suport over as many days. Told I will have a new phone June 9th. 30 days after it broke. Just in time for my 30 evaluation period to end. I can have one extra week they said, my how gracious. I dont have the equippment but the time expires just like if I did. They also made me pay another $212 dollars to order the replacement phone. I it get back 2 weeks after they recieve the broken one in return.

Back to my totally reliable Blackberry tour.

I was told by the last tech guy that thats life. Its not Verizons problem its HTC's problem and I am out of luck as far as extending eval time. Or any considerations at all.

Lets see, its Verizons equippment, but not their problem. I got if from them but its not their problem that its junk.

I'm unlucky and thats my fault, they see no liability in my bad luck.

He also said you should never buy a newly released product because they always have problems.

All 3 also said they have not seen or heard of any problems at all with the Incredible.

I must be the only unlucky person in the whole world.

The **bleep** thing worked for a day, one day.

They also said that if there was a refurb available I would get that as a replacement and not a new one so I am lucky there is not a refurb.

Are you kidding me, a phone breaks in one day and they would replace with a refurb????

I work in customer service, I would be fired if I went anywhere near where Verizon is going. "Were sorry for your bad luck" ,"Dont buy newly released equippment", "Its not our problem" , " You only derserve a refurb phone"  that doesnt cut it.

My phone didnt die, Verizons phone died. Period.

I could understand it if it died 4 weeks after I got it. I could see their point after that long. But the next day, get real Verizon???

Frustrated, disappointed, angered, in utter deblief.

The best network, sure. The best customer service, far from it.

[Please keep it clean - Thanks!]

[TLBauer3617]

It is unfortunate that you had a bad experience.  Verizon should investigate and remove those employees who waited upon you. 

My experience is totally different, however.  I had a situation where ring tones assigned to individual contacts on my phone would not ring.  The default phone ring tone would ring instead.

I took my phone to my local Verizon store (you have to make sure you are dealing with a full Verizon store and not an "authorized retailer."  They are generally the ones who could care less.) and I had not one, but two sales associates attempt to assist me with my problem.  After working with my phone for over 30 minutes, they suggested that I leave it for another hour with the service technician.  So, I left the phone and went out for dinner.  When I returned, the technician had done a hard reset on my phone, and it appeared to be working.

The next morning, however, after an overnight charge, I was back to the default ring tone for all of my contacts. That morning, I called Verizon Customer Service.  {word filter avoidance}
(sorry if I spelled the name wrong), dialed HTC support with me on the line.  We both had to patiently wait 40 minutes for a support technician from HTC to get on the line.  HTC recommended a hard reset.  When I told him that I had already done that, he offered to connect me to the repair department.  {word filter avoidance}
spoke up and said that they would take care of me.  I have a NEW ... not refurbished .... Incredible two days later.   (Thanks, {word filter avoidance}
).

I love my phone ... Although I think that something should be done about the limited battery life ...

Again, I am sorry that you had a bad experience.  I bet if you went back by your Verizon store, you'll probably see "Authorized Retailer" on the store marquee.  If so, that explains the treatment you got.  We have two Verizon stores in our little town ... one being an "Authorized Retailer."  Guess which one I NEVER shop at ...

[MattSmith]

I totally feel for you dude. TOTALLY! I have has the WORST service with verizon in the past few weeks, and I will for SURE remember this when my time comes to renew my contract again.

I ordered my phone on the 9th and still no word. people have ordered theirs later than mine and they are getting theirs? WHY GOD, WHY!!??

I get that it's just a phone and all, but when I call in and i am treated with disrespect and little regaurd to the situation, I feel belittled. Anyways. I hgope I get my phone next week or brown stuff is going to hit the fan.

Hope all works out for you man. I am sorry that you had to experience this.

[ivorycruncher]

Lowell McAdam (Verizon Wireless CEO) needs to go on Undercover Boss.  Sorry, I love the wireless service, but the customer service is absolutely horrible.  The attitude is "give us all your money; if the stuff we sell you breaks, tough luck."  That's quite simply unacceptable.  If you train your customer service to give people the benefit of the doubt, and take the fall for the shortcomings of your partners, consumers will rave about you, and you will get tons more business.  Right now I see a lot of people who might consider paying more for Verizon's plans, in order to get the better coverage, but refuse to go anywhere near a Verizon store because of lousy customer service.  Something needs to change, and soon.  A company that does not stand behind its products and services will ultimately fail.