I just got off the phone with Verizon Wireless after submitting the complaint below. They only responded with who cares!
"I have noticed that the equipment refurbishment department has been overseeing the quality assurance on the phones that they have been working on. Every phone that I have received from said department averages from a couple of months to six months of use, lately much worse. When I had my phone replaced due to faulty software (I had since August), I only had the replacement for 1 week and that phone had issues. When I was on the phone with tech support about the problem, they promised an upgrade to a brand new Droid 3 to help resolve the frustration that I was experiencing. The very next day I received that replacement and of course it was a refurbished phone. However, that phone came out of the box not working properly (could not connect to the internet). I was very upset from this point on. My phone experience went from a few months, to a week, to the very day that I received it. I spent 4 hours on a Friday dealing with this issue. We did all the trouble shooting along with doing a hard reset several times in the process. At one point during the 4 hours, I was transferred to the Loyalty Department. The lady I spoke with at the Loyalty Department only responded to the inconvenience with how much it will cost me to break the contract. The customer service that Verizon Wireless has today is now worse than Sprint & Nextel in 2003. Because of the issues and the imprisonment that your customer service made me feel, I downgraded my phone to a basic mobile phone. Upon arrival with my basic phone, there was no battery or case that came with the phone. I had to call and get the battery and case on order for the replacement phone. Once I got the phone up and running, there is an annoying ringback tone attached to the device (not my account) which cannot be deactivated. I was on the phone with tech support and the removal feature is not listed in the device which is supposed to be there. I now get annoying text messages four times an hour because it is associated with the device not with my number or account. I’m afraid of my bill next month since I don’t pay for unlimited texts.
My phone is used as a tool for my job.in the past couple of years, I have become more of a slave to my tool since your customer service has been centralized in Alabama. My business partner has been experiencing similar issues, but not to the extent that I have been experiencing. I never thought I would hear a room full of people talk about how bad your customer service has been until the other day. I was at a networking event and somebody noticed that I was holding an old flip phone. Of course I was sharing my story why I now have a flip phone, instead of a smart phone that has been proven a vital tool for my job. Other people were making comments about their horror story with Verizon as I was sharing my recent experience. You guys have the highest rates around. Those rates were worth it because of the customer service and coverage. Coverage alone can only go so far and your new customer service just plain sucks. Sears credit card services in the 80’s & 90’s were much better.
This is what a Verizon customer wants, a communication device that fits to their job without being treated like an idiot. Thank you for treating me like an idiot and everyone who I’ve spoke to. Now, I’m stuck with another faulty device stuck in a contract for another year."
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