KIN users--don't bother looking to Verizon for help if something goes wrong with your phone

[JCorrice]

There is a mechanical defect in my KIN TWOm. The charging port stopped working properly, which is covered under my extended warranty, so I took my phone into Verizon. However, Verizon will not replace the KIN TWOm with another KIN--they will either force you to downgrade your phone to one of their HORRIBLE basic phones that are so inferior it's ridiculous, or they give you the option to pay a ton of money to upgrade to a phone that they will NOT give you a credit towards to make you purchase a smartphone/data plan. The basic phone options they will give you are so laughably awful--My LG DARE that I purchased in 2008 is better than the options the offered me for replacement. So once my KIN 2 finally dies completely, that's what I'm going to have to use until my contract is up. I found a $60 replacement KIN 2 on ebay, and I asked if I could perhaps have some kind of credit or reimbursement (not even the whole cost mind you, just maybe $30-$40 to put towards it since Verizon was unable to replace my phone properly under my warranty), and I was told no, absolutely not, they were offering me a (completely unacceptable) replacement and if I didn't take it the cost of replacing the phone was all on me.

I won't be renewing my contract with Verizon when it's up in a few months. I've been left with no choice by Verizon, which is so incredibly frustrating me. Apparently, they don't care one bit whether or not they have or retain my business, which is so completely different than how the company seemed to be when I signed my first contract over 10 years ago, or even just a few years ago before the smartphone/basic phone wall. I don't understand how this business model works for them because how does alienating a GROWING niche of customers like me who do not need data plans or smartphones (who use tablets or ipads or kindles or whatever for apps and data), and do not want their phone bill doubled by being forced into a data plan they will not use end up making Verizon money? Isn't getting my $55 bucks a month better than getting nothing, even if I'm not paying $90 a month? I would still like a quality phone with a good camera for talking/texting/pictures/video, but I just don't need data. Maybe a few years ago when smartphones were the predominant mobile smart device it made sense, but that's just not he case anymore. You are losing customers, like me, who are simply going to go to a pre-paid phone company with an unlocked smart phone that doesn't require a data plan, or offer much cheaper phone/data plans. There are unlocked smart phones several years old that you can get for less than $100 that are a thousand times better than Verizon's NEW basic phone options. And you can get unlimited data, phone, and texting for HALF of what Verizon charges a single user for the most basic phone/data package.

So why doesn't Verizon want my business? Every customer service rep I spoke to about this said, "I completely understand your frustration, but I can't help you." I want to know why not.

And by the way, you better be sure that I'm going to be ranting about this to everyone I know, and discouraging from moving to Verizon or renewing their contracts. I think it's time to start championing the European/Asian billing model, who pay way less for their bills than we do in the United States because the consumer dictates what they want to the phone companies, rather than the phone companies dictating to the consumer.

[JCorrice]

A) I'm not being disingenuous. If my phone bill is going to double to $90 a month because I now have to buy a data plan with my new smart phone, I want one that makes it worth the added expense. None of the free phones offered are worth it. If I settle for any smart phone, then it makes much more sense to go through a carrier like Straight Talk where unlimited talk, text, and data are only $45 a month.

B) I suggest you re-read their replacement policies. I did when this whole fiasco began.I purchased the phone in 2011, and I have paid for the extended warranty throughout every month since then. It clearly states "The replacement device may be a new or reconditioned device of equal or comparable value to the Product," and "Obligations of Verizon Wireless under this Service Contract are backed by the full faith and credit of Verizon Wireless."  All I want is what the warranty says I am legally entitled to, and Verizon is unable to give it to me.  I am not unreasonably expecting them to magically produce a phone after it's been out for over a year, but I was not psychic when I bought my phone and able to predict that Verizon would do away with all of their decent feature phones before my contract was up, change their data plans,  and therefore be unable to offer me a comparable replacement. Like I said, I wouldn't have minded a slight downgrade, but the level they want me to go is before my 2008 phone. I thought something would be available, even if it had slightly worse features than what I had.

[JCorrice]

I am also not sure why you are so vociferously defending Verizon to such unreasonable lengths, when I think the situation is pretty obviously unfair. Are you an employee or something?

[sh0pg1rl]

Wow, sounds like I got very lucky!

The LCD screen in my (20 month old) Kin TwoM quit working because of a bad ribbon cable.  Took it in to my local Verizon store... had a "new" refurbished one mailed to me in less than 48 hours.  It was that easy.

[TwistedRiver]

Me too, I've had mine replaced twice and both times they were able to order refurbished phones.

My first one lasted a little over a year and I absolutely loved it.  The replacements have been adequate but not quite the same experience.

My contract expires next month and I'll be moving on, but I'll keep my Kin for a music player that I can hook up into my car speakers.    It's really got a cute design and I wish the company would have gone on to improve the functioning and kept offering this unique alternative to all the other same-looking phones out there.