Let me first say I am very disappointed with my "Verizon Wireless" account. Registering with you guys a year ago at a Circut City, the man that helped me set up my account and mostly everything up until January have been wonderful. But a few months ago, I got fed up with my Motorola Q, which was junk. Dealing with a crappy phone for almost 1 year later I called to see if I could get 1 year pricing on a Droid for both my phones, because frankly these phones were piece of junk. And this is where it all began.
I asked if I could get 1 year pricing on a new phone because i was only a week away from 1 year upgrade, the lady over the phone informed me that both the phones were still under warranty, and I could go to my local store and get an exchange just in case both our phones just "happen" to have the exact same problems (freezing, unreliable calls, "pixel screen"). Well, I took the phones to my local super Verizon store and they said there was nothing they could do with the phone because they were so old. Well, I was obviously frustrated, I called the Verizon support line back and got another employee, and they told me the same thing. Luckily the man who helped me on this was able to speak to the store manager and see what they could do, he comes back and tells me - oops! One hitch. They now can’t give me a new phone because the motorola Q is no longer being produced! So I ask if they can give me a different phone, and they said that they would be able to give me an HTC equivalent, which was fine with me as long it wasn’t a Q. So I go back to the store and what do I get?"Sorry, we can't do that". I called the Verizon support back AGAIN and the man finally talks to the manager and was able to give me 1 year pricing on a new phone (My EnV Touch).
However, another hitch. My 2nd line, which I got THE SAME DAY as my first one, is not “upgradable” yet. That doesn’t make much sense does it Verizon? They would not give me 1 year pricing even though I was willing to spend another 200$ on the phone I had just shelled out for. Fed up, I sent in for a warranty replacement on my 2nd phone because that was “all they could do for me” sense they didn’t have a Motorola Q there, even though I was promised a HTC replacement over the phone from THE STORE. I waited 2 days and I received my new Motorola Q in the mail and sent the other one back. No problems there, but the phone still did the same old thing as my last (Freezed, pixilated, shut down randomly) Just as I had predicted. I went back to the store, and finally reasoned with them to give me another EnV Touch. I shelled out 200$ for that and was on my way.
Two days later I received my new EnV Touch and a replacement mailer package to mail my old Motorola Q back.
On the package there was instructions and a shipping label with a tracking number on it. I wrote down that number “870615256440” and sent it to a shipping reciprocal on January 27th. On February’s billing cycle, My bill was unusually high. I noticed there was an “equipment charge” for 79.99$ on there. I am wondering how they calculated it so fast, seeing as I sent it at the end of the month on January. I called the Verizon Support at *611 and got ahold of someone that informed me that they had not received my package in the warehouse. I understood the matter and the service informed me they would send out a request to look up the package to the warehouse by mail, as they had no form of phone contact to the warehouse and that it would take a week or so to get back at me. Satisfied with the service, I was to call back in a week.
After the phone call during my daily commute I noticed that the facility that I had deposited the box was physically missing. Concerned I contacted Fedex directly about it. They had no Idea where the box went and they had no intentions of doing a recovery on the packages. This was very concerning considering not just MY valuables were in it, but other people’s too, which they are now lost possibly forever. A week passed and with my new information, called again. The lady I spoke with said that the mail got lost “rarely” and I should try back later. But I was not going to let her go so soon. I requested to speak with a supervisor, but she hesitated and kept “talking me out of it” until I explained that the box was physically not there, and that the tracking number was never registered. After I did get ahold of a so called “supervisor” she informed me that there was nothing they could do about the fee, and that it was the warehouses job to return the fee, and that they could not contact the warehouse directly and I would just have to wait for a response. She sent another form out to the warehouse for a search of the package. I knew good and well that the package would not be there, I just wanted the credit.
I waited approximately another two weeks and called back. This time I spoke with a man and he informed me that the warehouse still has not responded. Knowing already, I requested to have the 79.99$ credited my account. Fedex not being responsible with their mail is in no way my fault. I have done my research with Fedex and Verizon, how they have a “compact” that if Fedex loses any of Verizon’s property, they have to pay for it. Now the box being physically disappeared is enough proof of Fedex’s responsibility for my package. This person tried to tell me that it was my fault the package was lost “if I even sent it in in the first place”. I was very frustrate at this commented proceeded to tell him what I knew, he choked up over it and said that “he knew that” and “that’s what I was trying to tell you”. After that, I spoke with another supervisor who actually understood that the box was gone, and that it was Fedex’s obligation to pay. She sent out a third letter to warehouse and said that she would contact me in a week whether or not there was any news on my account. I took her word trusting she wasn’t just saying this to get off of the 45 minute phone call and hung up.
A week rolled around… two weeks rolled around… 5 weeks rolled around. Where was the supervisor’s phone call? None. My late fee was waived so I knew they were “working on it” but that 79.99$ was still on my bill, for a 10$ phone. I called once again and a man answered. He told me that in fact, no forms have ever been sent out from my account. My blood pressure rose to an all time high with this news. Either he was new and didn’t know how to check, or none of the past employees have actually helped me. After explaining my situation, again, he sent out a letter (again) to the warehouse, and supposedly “fedex headquarters”. I am seeing a trend. It just keeps getting better. I keep getting lied too, and all too just get me off the phone faster.
Verizon, how long are you going to give me the run around for? 180 days so that I cannot dispute the charge anymore and you get your 79.99$ you stole from a hard working college student who was never late on her payments, who spent extra money on overpriced phones and 10$ a month extra on that phone? I say, I will never, EVER get your service again. I’d rather go without. And I will tell all of my family, friends, co-workers, and my whole website user base over multiple forums, that Verizon rips people off, lies over support, does not keep promises, and sells defective merchandise.
Summary:
I started my service in February
After a few months, I noticed my two identical phones were not working properly anymore
I dealt with it til early January and decided to contact support and ask what my options were
I was offered things over the phone that were promised to me over the phone, but the store person would not honor
My first phone I was able to completely replace with 1 year pricing, they told me my second phone was SOL because its upgrade date was far away, even though I got the phones at the exact same time.
They told me that they would have to give me a new phone on my second phone if I returned the defective one more than twice.
I proceeded to return each phone i received til they gave me a new phone, which I eventually bought the same phone I bought for my 1st line.
I sent in the return package of my last phone after receiving my new phone.
Verizon never got the package and billed me for 79.99$, after discovering this I called them immediately
1st call informed me to wait a few more weeks and call back, and I did
2nd call said that fedex never got the tracking number, I called fexed personally but they were no help. Supposedly sent out a "form" for request of search for the package in the warehouse|
I went to investigate the facility that I dropped off my package, and the reciprocal was completely gone
Probably a call here and there in between, but the same runaround conversation took place.
3rd call I stated that the whole drop box was gone, and the number was never registered. She sent another "form" for finding the package to the package and told me to wait a few weeks. Spoke to supervisor and gave me same information even after explaining that I wanted my money credited today, she would not.
4th call I decided to wait extra long for them to "find" my missing package. I waited a whole month and a few days. The man stated that there was never any "forms" sent out and that he would be the first to do it. He even sent one to Fedex "again" and I explained that this would do no good, as this was the 5th call I had made about this issue, and that I had been lied to because each of them told me something different as to why they can't refund me the money.
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