On 16 December I went into the Cellular Too retail store at 29 E Adams in Chicago, IL with the intent of activating my Nokia 6161I Cellular phone in anticipation of my holiday trip back to my home area of Michigan.
I requested information on prepaid plans that would cover my designated stops of Kalamazoo, Benton Harbor and Niles, in the state of Michigan.
I explained to two salesmen that I was returning home for the Holidays and needed to be reached by my employer in case of emergency and was assured that my phone was "nation-wide" and it WOULD work in the areas I showed them on a coverage map.
Upon returning to my office I found that I was only able to make calls and not receive calls, I took the phone back to the store and found that they had mis-programmed it this error was fixed.
However, when I returned to Michigan and tried to place a call, I was greeted by a recording from the "American Roaming Network" telling me that my phone was not recognized and I would be required to use a credit card to make the call.
I then dialed *611 and spoke with Customer Service at Verizon FreeUp and they informed me that, in fact, the coverage for Michigan was limited to the locations described below on the map, and not anywhere near where I was. I was then forwarded to the store where I had the phone activated, they said I was "in the stix" or "the middle of nowhere" and it was "not their fault" that my phone did not work.
My request for a refund of the $54.60 that was charged to my credit card was met with denial of responsibility and a no-refund' policy of which I was not previously made aware. Verizon Customer service informs me that it is up to the store to perform the refund, and it is their opinion that it should be done, The store, however, does not agree and insists that my phone should have worked, and after our initial conversation on the phone, the store has hung up on me twice when I tried to explain the situation.
It is my opinion that I was misled as to the coverage area for the service, and as a result I was unable to utilize the service paid for throught my trip. I expected a full refund of the $54.60 that I paid for the service, and the store should be either trained properly as to the services offered, or no longer be permitted to resell Verizon products and/or services — I have been repeatedly refused the refund and am very dissatisfied.
Joseph
Chicago, Il
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