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Verizon's "company policy" vs retaining customers

I have been a customer for 3 years with Verizon. Up until recently I have LOVED the service. Last December 2011 I upgraded from an LG Envy Touch, to a Motorola Droid Razr. For the first 3 months, I had no problems with it. I loved the phone, it was the most amazing phone I had ever purchased. Then one day it just broke down and wouldn't turn back on. So I rushed to a Verizon store to get a replacement ordered or to get it fixed. I had to pay $20 to get it shipped to me overnight as this was a Friday afternoon and I needed a replacement immediately. So I got the replacement the following day, everything was good (or so I thought). I had to get that phone replaced within a week because it also "crashed". I found out by then that Motorola admitted to screwing up some software on the Razr and promised to build a patch to fix all the problems. Only thing is that they didn't know when it would be available. So I had to take the risk of having the phone, but not knowing when it might crash or other systems may break. I threw caution into the wind and figured I would give Verizon and the Razr my loyalty. Well, fast forward to 5 more replacements over the course of 2 months, which makes a total of 7 replacement phones over the course of 2 months and I am still having the same problems that Motorola promised to fix. Verizon says that they cannot upgrade the phone to a better phone (like they USED TO DO in the past) because Motorola doesn't allow it. First that doesn't make ANY sense to me. How can a cell phone and electronic device manufacturer tell a company who they sell products to how to run their business? Well that is what Verizon is telling me that they cannot upgrade the phone because Motorola won't cover it. I have to admit, that is some pretty heavy <comment deleted per TOS>! I have had service with other companies and when I had a problem with a phone so bad that I needed to replace it more than twice, they simply upgraded to the next available phones and they didn't give me some line about how the phone manufacturer wouldn't cover the new phone. I am tired of the excuses I have been getting and simply want a solution to the problem. Has anyone else suffered the same problem?

Message was edited by: Verizon Moderator

Comments

unknown

I don't understand how that could be a software problem. I have had a Motorola Droid Razr Maxx since 1/21 and it has worked flawlessly. The only problem when I got it was the inability to connect to secure web sites, and that was fixed with the next update in early February. Sounds more like a hardware problem to me.

notarep

The only phone thats better than the razr is the nexus which has its own set of problems that haven't been dealt with because of whatever.

jonnybb1

Both my son and I have the Droid Maxx, no issues so far other than the typical "Bad-App" that you must uninstall b4 the phone works properly again.

You mentioned you have the Droid RAZR, no mention that it is the Maxx.

If you are truly having problems (and are not leaving out any details in your rant) then I might suggest to call and/or write a complaint to Verizon Headquarters and the Public Utilities Commission for your state (registered mail).

I had something similar happen at Sprint a few years, I called the California PUC, within a week, I was contacted by a member of a Customer Service team that handles these types of escalations, and had a phone swap done and a few weeks later all was good.

commonsense101

large companies need to protect themselves from both their customers and employee's..

really it sounds like you are having typical android learning curve challenges.. you'll get it

it sounds like you might need a basic phone, or at least have two phones. Needing a phone that works 100% and being on the cutting edge of technology doesn't always mix

7 phones? and you dont think it could be anything you are doing? okey, i'm done here.

How about you send your phone off to moto and have them fix it and send it back? Also upgrade to what? razor is the top of the end phone, plus verizon is the middle man between warranty, when you send them a phone they need to send that phone to that manufacturer.

Verizon_Support

bikerdewd-

I sorry to learn a phone that you enjoyed so much, has turned into a negative experience for you. I would like the opportunity to address the concerns you are having to ensure you a more stellar experience. Please send me (AdamE_VZW) a direct message so I can reach out to you.

Thank you,

AdamE_VZW

Follow us on Twitter @VZWSupport

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