Last April I purchased a TREO 650 from Verizon wireless. Less than a month later I found myself back at the Verizon store in need of a replacement phone due to a malfuntioning speaker. After a 2 hour go-around, I was told that I have to call the "Data" department, and that the store I was at had no responsibility in issuing me a new phone. I did as instructed, and received my new phone about 5 days later; (no credit for the time I was without a phone, of course).
In December of I was back at the Verizon store going through the exact same process as I did back in May, for exactly the same reason. I asked if I could get a different phone, but was told that I first have to go through 3 phones before I will have the option to ask for a differnt one. OF COURSE! I should have known that there was a loophole someplace that would screw me once again. Anyway, I went home, went through the process and received another refurbished phone about three 3 days later.
Skip ahead to March 23. Once again I am staring blankly at my 3rd TREO 650 that I purchased 11 months ago. Once again, the speaker does not work. I go through the entire process of going to the Verizon store, having them tell me it does not work, and then tossing me out the door with a 1-800 number to the "data" department.
I call, but this time insist that I do not want another TREO 650 as a replacement phone; I have gone through 3, and this would be my 4th in less than a year. Of course the rule of three that was explained to me back in December does not apply because you have to go through 2 of the 3 phones within a 60 day period. OF COURSE!!! Another loophole!
This time, I go home with my new 1-800 number scribbled on a piece of ripped of manila paper, and call the "Data" department. I speak to a CS Rep who states they will be sure to send me another refurbished TREO 650 right away. STOP! I tell her that there is no way in hell that this is going to happen. I do not want another phone that is going to have me going through the process a 5th time.
This is not acceptable. I am put on told by the rep that she understands, and is forwarding my issue to a Manager. She does, and I get a call back about 2 hours later.
The Manager I spoke to was very understanding. To make a long story short, she applied a $50 credit to my account for the aggrevation I was going through, and then called the Rockaway NJ Verizon store for me to talk to the Manager (Carlos), and see what she could work out for me. She came back on the line and explained to me that I could go to the store, find a new phone that I wanted, and make this my new phone. I would however be responsible to pay the DIFFERENCE in cost between what I paid for my TREO, and the cost of the new phone, should it cost more. I agreed and went to the store to get my new phone the next day.
I went to the front counter to check in, and was told I needed to go to CS. I did, and the person behind the counter reviewed my notes. She then told me to pick the phone I wanted. I did, and advised her of the make and model. She then tells me I have to pay her $300; per Carlos, the store Manager. I immediately asked for Carlos. 15 minutes later, Carlos comes to speak to me. He states that his resoltion to all that I have gone through is to ALLOW ME to get out of my current 2 year contract, buy another Verizon phone at FULL PRICE, (I was not even allowed any rebates, or promotions due to the fact I was all ready a customer), and be locked into a NEW 2 YEAR CONTRACT!
Either that, or once again have another lovely refurished TREO 650 shipped to me in 5 days. I was totally shocked. How can I go through 4 units in less than a year, and have this be their answer to CUSTOMER SERVICE? Make me buy a new phone at full boat price, and lock me into another 2 years? Gee, who benefits there?
Needless to say, I cancelled my account within hours, and went to another carrier. I cannot believe that is what they do for their customers. Nothing more than a TOTAL RIP-OFF!
Matthew
Sparta, New Jersey
U.S.A.
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