Verizon Wireless
Store Rep Sold Me New Line Instead of Resetting Phone

This summer my cell phone stopped working. I called Verizon Wireless who told me to take it to a corporate store. The phone's screen worked, however it would not recognize any "touch" movements... I take the phone to a Verizon corporate store like I was told. After waiting in line for EVER I was called to the counter... The rep then looked at the phone and basically tried nothing. He said there was nothing that could be done to reset the phone. Thinking I was out of options, and that he was correct I asked him what can be done next since I was out of warranty. He said we can try the CPO program but the only phone that even compared to mine was a motorola citrus. He informed me that I would not like the citrus and should add a line to get a discounted phone to put on my old line and then add a "basic" phone to the new line. Again thinking I was out of options this is the rout I took. I purchased a new line got a discounted phone and switched it to my old line and put a basic phone on the unused new line.

About a month later I wanted to try and get the pictures off my old phone. I googled options to do soft and hard resets and to attach the phone as a USB drive without using the touchscreen... Low and behold I found, on Verizon's website, instructions to soft reset, hard reset, attach as a USB device, and do a few other things by "button combinations".. Why did the tech not make me aware of this when I tried to have him fix my device?

I filed a complaint with the BBB and was contacted by Verizon 3 days later... The lady that called me said there was nothing that can be done meaning there was nothing Verizon was willing to do. She suggested I wait out my contract and give the phone to an elderly person in my family. She said next time call Tech support and not go to a store. WAIT, wasn't tech support the reason I went to the store? I called and they sent me to the store!!!

Basically she denied my request to cancel the new line. She stated the rep tried everything he could to fix my phone. However I feel the rep just wanted to add a line to my account and sell me a new phone. He spent less than 3 minutes trying to fix my device..

I dropped this complaint with the BBB... Verizon has them in their back pocket. But I am now informing consumers to be aware of Verizon and how they treat customers...

Company: Verizon Wireless
Country: USA
Site: verizonwireless.com

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