Customer Service

[civpol1128]

Verizon,

I have spent the last month and a half dealing with on-line customer service, phone customer service and the staff at the Elk Grove-Laguna Verizon store dealing with my Motorola Droid phone I purchase in January 2013 to finally replace my three year old HTC Droid.

The first Motorola Droid worked worse than my three yr old phone, the support from the store then was great after a week they replaced the phone. The problem was still there and then the service from the store was non existent, on-line support helped but the phone was still not working like a less expensive LG 4g phone my father had. So I went back into the store and after a long discussion with the manager he agreed to allow me to return the phone, plus a $35. Re-stocking fee and allowed me to purchase another phone along with paying more for the new phone and having to buy another carrying case, all told I spent another $100. For a phone that had I bought the HTC DNA originally I could have saved. Since the Motorola Razor had a $50 rebate where the HTC DNA did not. Not to mention the headaches dealing with a phone that did not work correctly from the start, not one but twice. I was told the 14 day return policy counted towards my first phone not the second phone which I could not understand, why it would not start over when a phone does not work and then the replacement also has the same issues?

Contacting Version was another story also, e-mails not returned, help that started and then I could not get back in touch with the support person who gave me the support. We have 6 smart phones on a family shared plan of 8gb of data, yes we pay a lot for our phones. But after the last year or poor customer service and then this fiasco with my phone I have made the decision to go to another wireless carrier as the contracts end with each of the phones and if I can just pay the fee to get out of the contract.

Since I was forced into a medical retirement as a law enforcement officer I have a lot of time and will be sure that I tell everybody I can how poor the service has been from Verizon and they do not seem to care about long time customers.