My Droid Maxx phone has a small crack on the screen that causes the back and other buttons at the bottom to not respond. I called in a few days ago to see about a possible repair. I am not due for an upgrade until October 2016 (the phone is older, but was switched over to cover the contract for another phone that we went months without using.) The rep that I talked to, Roger I think was his name, said that the phone is pretty much unrepairable and suggested I get a replacement new phone. I can't pay full retail price for a phone. But he worked it out, with his supervisor, for me to get a Samsung S6 on a payment plan, With the $15 monthly discount that would be applied to my account, the monthly payment for the phone was supposed to be $19 and change, but that would bring it down to just a little under $5 more I would have to pay per month, compared to what I'm paying now. All I would have to pay upfront would be the sales tax due on the full retail price. He also mentioned that this pricing took into account a $100 discount on the phone. I told him I would have to wait until Dec 16 (just a few days) to be able to pay the tax and he said that he would call me back that day to finish up the sale. We made arrangements for him to call back around 2 pm, and I gave him both my home phone number and of course the cell number to call. He verified with his supervisor that the $100 discount would be available, and said it was available through the end of December,, so we should be fine on that. He also verified that they could offer the payment plan as discussed if I waited until the 16th, and that was approved as well.
So Dec 16 arrived and I made sure I was at the phone for his call. He never called. At 2:30 pm I called Verizon, and they were not able to put me through to him, though they were able to look up everything in the account notes. Even though everything was in the notes and approved, they now wanted almost $100 up front as a down payment, along with the sales tax. Note that the original arrangement was SUPERVISOR APPROVED. But now the new rep and his supervisor would not honor that. I was passed through to customer service, and they would not honor it either, still demanding the large down payment, while acknowledging that previous arrangement.
So first lie was that Roger would call me back. Second lie was that the deal would be honored through the 16th. But wait, there's more!
When I was not able to pay the newly demanded down payment, the customer service rep, Cassie, suggested that I look into just getting the phone repaired. Note that this is what I had originally called about! She said that some of their stores offer repair service and then she looked up a location closest to me that offered repairs. I took down the contact information as the store is only a few miles from my home. I called that store and the man there said that he didn't know what Verizon had told me they do repairs, that they have NEVER offered repair services there.
So that was lie #3 for the day.
The guy at the store tried to be helpful by giving me the name of a repair place about 50 miles away, not sure though if they do repairs on Motorola devices. When I explained the whole situation to him he seemed to think that Verizon should have honored what they offered me on the sale, especially since it had been supervisor approved.
The phone repair place suggested only repairs IPhones and Samsungs. So I'm back to square one, a broken phone, a lying service provider, and no affordable options to make it right.
Is this typical of Verizon? I've only been with Verizon a few years, was with my previous cellular provider for 13 years. So I don't typically move around with providers very often. Now I'm thinking I would have been better off to go with one of the no contract, prepaid phones, if this is how Verizon does business. I guess I'm stuck with this horrible service until October.
