My old cell phone was under warranty. It was blown (literally a hole) while charging. I went to the Store and they said a new phone would be sent by mail. A new phone was sent to me by mail. And I went to the Store again to get the new phone activated.
The store rep activated the new phone, but kept the old blown phone. I saw her place the old phone on the counter behind the service desk. Thsi original rep was a Latina.
So I went back to the Store after I got a bill for $ 119 Equipment Charge because the blown phone was not returned to the warehouse by the Store. An American rep named Kathe kept insiting that she had been the one who activated my phone - and I kept arguing that it was a Latina rep. Finally, the Service Manager named Adrian who admitted that it had been a Latina rep - but claimed that the Store did not have the phone.
The American rep then contradicted her managed and kept insisting taht she had activated my phone. Next the Store Manager Brian got into the act, and said the original rep would call me Monday 10-23.
No call or message ever came.
I called Verizon Customer Service, and the rep suggested I file criminal charges, but that they could not help me otherwise. So I called the Store again, today 10-24, and they refused again to credit my account - claiming that they did not have the blown phone.
The only reasons they could not have the phone are: The Store shipped it to the warehouse, the Store threw the blown phone away or a rep kept it. With any of these, of course they would not find it in the Store!
Too many people I spoke with said "Sorry for the inconvenience...", but they also said that they could not help me. But nobody could explain why I should be billed for a phone that they kept. And why are they billing me $ 119 for a phone that originally was free when I signed up?
What lousy service!
My contract ends May 10th - I await the DAY when I can go to another provider.
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