I began my ordeal with Verizon on November 6th when I called my local store looking for a Samsung Saga Window 6.1 phone. My local store told me that they had 4 in stock so the following day I set off for the store. However, when I got there, I was told that this phone was NEVER kept in stock. (Lie #1) The rep. At the store "looked" at his computer and told me that a phone was available at another store, about 35 miles from my house. Well, I needed this phone so off I drove.
Unfortunately, when I arrived at the other store, I was told that, as at my local store, they NEVER had, nor did they ever keep the Saga in stock. (Lie #2) The rep at this store actually did look at his computer and located the phone for me at yet a third store, another 20 miles away... Muttering, off I drove.
This store did in fact have 1 Saga in stock, which I did purchase. Two weeks into my plan the phone began a bizarre routine in which it would shut down, re-boot into Windows Mobile 6.1, open the Today screen and then begin the cycle again.
I took the phone to my local store on 12/5, which is within the 30 day satisfaction period, and after an hour of the rep calling his own company's customer support the best solution they could offer was a hard restart of the phone. While this did resolve the problem initially, it only worked for another few days. I returned to the store on 12/12, one week later exactly, and was told that after a second hard reset, a NEW phone was being ordered for me.
On 12/17 what I received via FedEx was unfortunately a FACTORY REFURBISHED PHONE. Now, I was well within my magic 30 days when I originally went to the store the first time however, since the 12th had been more that 30 days, I was told that all I would be given was a used phone.
So, I called the local store and asked to the rep. That I had worked with initially. I was told by the store MANAGER that the rep. Would be in at 1:00pm. When I called again at 1:30pm, I was told that the rep.in question was not even scheduled to work that day. (Lie #3)
At this point, I was very upset and essentially told the store manager to take both phones and shove them so far... Well you can guess the rest.in retrospect, probably not the best move, but hey, I was pissed!
I contacted customer support today, 12/18, and related all of the above to the rep who told me that he would transfer me to tech. Support to process this as a 30-day return claim and that I would in fact be sent a NEW phone. The tech. Support person however said that the customer service rep. Cannot make that decision and that I would still not receive a new phone. Well, fine.
I contacted Aaron Flores, who was and is in my opinion the only Verizon employee with any me asure of true concern and displayed to me, a good ethic. Aaron retrieved both of my phones and set them aside for me to pick up later. Why you ask? Because I decided to use this phone for personal use only, not work as I initially intended. (I also intended to move my co-workers to the same plan and phone... Their loss)
At one point, I was informed by a rep on the phone that I could file a complaint via the Verizon website, but guess what. Try finding the "complaint" form anywhere... You won't. So, again I called customer support. Again, I relayed the above to the rep who then put me on hold for a few minutes. When she returned, miracle of miracles, she received approval to mail me a new phone...
At this point, I said "no thanks." I will go to my local store and retrieve the refurbished phone and keep it for personal use. But there is no way in hell that I will take my company's business to Verizon. I will keep this phone in use for the minimum required amount of time and then, Verizon can (fill in the blank).
I left T-Mobile when the attempted to leverage additional corporate fees on my account, which were minimal, but more annoying. Trust me, I wish I would have stayed.
Don't do Verizon. I'm sure they'll screw you too.
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