I purchase a Treo telephone (very expensive) from Verizon along with their service. I was offered a warranty at the time and told if anything went wrong with the telephone, call Verizon and they'd send me a new one.
Guess what, it's been over a year, I'm still making warranty payments, and I have a problem with my phone. I went through all of the Verizon tech support. They referred me to Palm for their technical support. Palm deduced that the problem was a hardware issue and a needed a replacement. They said, just call Verizon and let them know.
I called Verizon and told them. The CSR told me that Yes, I should receive a replacement, but they didn't have any more (of my telephone model) in stock. I was told that I could go out and find one, buy it and they would credit back to my account. This is NOT what I want to do. I'm busy and don't have time and don't want to try to locate a phone. Besides, this is WHY I purchased the warranty.
I told him this was unacceptable and I wanted to speak with a supervisor. I spoke with a supervisor named Angel and he was helpful (at first). He called and told me that he had found a store that had one in stock and I could go and buy it. The store was located near Reagan Airport (near Washington, DC). I live in Richmond, Virginia which is more than a 2 hour drive. Again, told him this was unacceptable. He said he would check into other options and call me back.
Never heard from him again. Called and left voice messages. Spoke to other CSRs - repeated the whole story. They said they would have a supervisor return my call. Nothing! Called on at least 3 additional occasions requesting for a supervisor to call me asap. Still have not had any contact from Verizon.
Sent an email today to see if I could get any response. What a ripoff. Why do you buy insurance/replacement policy if they won't replace the phone? Angel told me that it was because the phone was old. Well, what am I SUPPOSED TO DO? My contract (and my warranty) runs through 1. So, what happens when something else goes wrong with my phone.
I can't believe this is how their customer support works. I also can't believe that a company would purposely not communicate with its customers. I feel my only recourse is to close any accounts I have with this company. Then, I lose the value of my telephone and the warranty which I had purchase.
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