Go Wireless
Verizon Awful customer service, misrepresenting a product, deceiptful sales practices

Yesterday, I went to what I THOUGHT was a Verizon Store in Palm Springs. All over the building, there are signs saying "Verizon." Inside, the employees are wearing uniforms that say "Verizon." Advertising throughout the store say "Verizon."

My Android phone wasn't working correctly. The salesperson couldn't figure out how to fix it, and suggested perhaps I should upgrade to an iPhone 4s. After hearing the sales pitch I agreed to it - this took about an hour to process the purchase. (this was a 5:00 PM)

When I got home that evening, I spend some time updating some contacts on the phone, loading some aps. I tried to charge it and noticed there was no indication the phone was charging, like it does on my iPad. The charge was at 50%. I plugged the charger chord in for the night, went to bed.

When I woke up, checked the phone, it was down to 25% charged. I thought, perhaps the chord was defective; on the way to work, I used the car charger. Again, the phone was clearly not charging; got to work and used a colleague's charge chord... And again nothing.

I sent my assistant to the "Verizon" store to replace the phone. When she got there, they told her that because it had been 24 hours, they couldn't replace it. She informed them that it was less then 12 hours. They still said it was against their policy to return the phone.in order to have it fixed, we'd have to take it to an Apple store to fix it.

We argued that it had been less then 24 hours again, and regardless they said, it was "Apple's" policy not to return phones. I told them I wanted to just return the phone altogether and they said they don't allow returns of Apple phones, whether you like them or not."

The sales staff was extremely rude to my assistant as she's trying to get this accomplished, calling me on the phone with updates; I requested to speak to the manager myself who kept telling me that was my only option.

I asked about the warranty policy they sold me, and they said the warranty didn't cover this. Well what does the warranty I'm paying for cover then?!?! That's when they said that they weren't Verizon, but Go Wireless, and "authorized retail representative."

As a result, my assistant ended up having to drive to an Apple store. When she got to Apple, they explained it was NOT their policy that they couldn't return the phone and that was wrong of Verizon to say that. She explained the "go Wireless" comment and they said that was not correct.

The Apple sales staff were helpful and eventually with multiple calls back and forth from the store to me and back, we did get a new phone. This process took 4 hours! I am paying my assistant for this time she took to take care of this situation.

My complaint is how can a company sell you a product that is defective and not return it within ten hours of selling it? What company doesnt' cover this? Why did I pay $400 for this product and then it was my responsibility to spend 4 hours of my time and expense to correct a defective product that sold me? Not to mention I paid for a warranty that they explained would be super easy to deal with if I ever had any problems. Well clearly that is not true.

Why is Go Wireless representing themselves as Verizon when clearly they are NOT? Why is their sales staff so rude to their clients provide poor customer service?

Why did Go Wireless sell me some obscure warranty and not offer Apple Care? Why did they sell me non-apple products such as a home charger and phone charger and case cover? As a customer not knowing the product, why wasn't I told this?

I have been with Verizon for close to two decades. I'm not going to make sure I can cancel my contract with them. Additionally, I'm going to do my best to return the iPhone. I don't want Go Wireless to profit from providing such horrible service. If I provided this type of service, I would be broke... Why should they make money from me?

I sent letters of complaints to Verizon, Go Wireless, and Apple headquarters. Apple: do not let Verizon sell your phones, they are ruining your reputation if this is how they deal with their clients.

Company: Go Wireless
Country: USA
State: California
City: Palm Springs
Address: 5001 Ramon

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