Verizon Wireless
Poor customer service

I recently have been thru 3 Blackberry Tours in 99 days. I am now going on my 4th. The last time I called in to get a replacement phone... Verizon told me that I would be able to get a free upgrade if this phone fails me in the next 90 days, and to call as soon as I start having the problem. The 2 that I have owned have all had trackball problems! Sooooo... This 3rd one I called them immediately to tell them it was an intermitent problem. They informed me that I was 9 days past my initial purchase of the phone so they would not send me a new phone to replace mine that I currently have. I would have to take a refurbished phone??? I asked them about the free upgrade since I had been thru 3 of them. I was informed that I could not upgrade until I had a problem with this new one they are sending me. Mind you... They told me when they sent me this 3rd one out that if I had a problem in 90 days they would give me the upgrade! Honestly... I don't really want an upgrade... I like the Tour! But, I am sick of the problems. Here is where it gets better! They told me that if I sent my phone I currently have back to them and it tests out that it does not have a problem they will charge me for another new phone!!! I told them the problem was just starting and it was not all the time at this point with this phone. Needless to say, I am now getting my 4th tour... A refurb, and they basically told me sorry about your luck! Nevermind, that I have been with them since the beginning of Verizon!

This is funny too... I told them that when I had the problem last time that there were no phones available at the time to upgrade to! Of course since the Droid came out in the last month I told them that a friend of mine has the Droid and I am not crazy about it (and I am really not) but I would be willing to try one just because it is suppossed to be the latest greatest and that would be a realistic upgrade. Well, they informed me that it was not an option. Although it cost the same as the Tour when I bought it? They treated me like I was making up that I had a trackball problem to get a new phone!!! If ATT service was not soo bad I would change tomorrow! I have NEVER dealt with a company EVER that was soooooo unwilling to work with a lifelong customer!!! They need to start making phones that equal the minimum specs that they sell... Or start standing by their junk phones!!!

Company: Verizon Wireless
Country: USA
State: Indiana
City: Vincennes

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