Defective phones / poor customer service !!!

Posted Sat May 5, 2012 9:42 pm, by Eric S. written to Verizon Wireless (Cell Phones)

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I have another DEFECTIVE Droid X (3rd one) and EXPECT a NEW replacement with a different model. My son had the same phone and his was also defective so he took my eligible upgrade and I purchased and iPhone 4s for him. 30 days later my Droid X goes bad and my local Verizon store won't allow an upgrade or replace my phone with a new model. After spending an hour on the phone with Corporate Customer Service the Manager agreed to upgrade my phone with a new model. Wouldn't approve an iPhone (which is what I want) but did agree to a Droid Bionic which I eventually approved of. During the process the Customer Service Rep (Derek) said the computer would not allow it and couldn't help me. After suggesting that he FIX the computer problem since his Manager had approved it he said there was NOTHING more he could do other than try another phone. He suggested a Droid Incredible II which I did not want but agreed to so we could get this mess cleared up and I actually would have a phone that WORKED. I told him I DID NOT WANT another used or refurb phone and was tired of playing this game and expected a new one and he assured me it would be brand new.

It was supposed to be shipped on May 2 and to arrive OVERNIGHT FedEx which it wasn't. It was shipped via USPS and finally arrived on Saturday May 5th.

I opened the box and guess what ... label on the phone CLEARLY says, "LIKE NEW REPLACEMENT!" Which is NOT NEW !!!!!! After opening the box and finally deciding I would keep the phone, much to my EXTREME ANGER AND DISAPPOINTMENT with Verizon I went to charge it and guess what..... NO BATTERY IN THE BOX !!!!!!!!

So I have wasted a week and basically have accomplished NOTHING ..... STILL HAVE A PHONE THAT I CAN'T USE !!!!!

I want and expect a NEW PHONE !!!!! My upgrade date is now in August since I let my son use my upgrade to REPLACE HIS DEFECTIVE DROID X. I would like an iPhone 4s since that is what I had planned to replace mine with when my upgrade was eligible. If that isn't possible then I would expect a Droid Bionic (NEW IN A BOX, NOT REFURB!) that I was originally promised.

I have been a Verizon customer for MANY years and currently have 3 smartphones on my plan and pay over $250 / month. This is ABSOLUTELY CRAP Customer Service and no way to treat a long time and loyal customer !

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"LIKE NEW REPLACEMENT!" Which is NOT NEW !!!!!! by PepperElf Posted Wed May 9, 2012 @ 9:28 PM Um. Yes. How was that not clear. "LIKE new" is refurbished and not brand new. It still boggles me that people don't understand that part. Really, how is that not clear? Reply "after suggesting that he FIX the computer problem" by MA Bellamy Posted Mon May 7, 2012 @ 3:00 PM Yes, because the lowly rep can just snap his fingers and make it so! Come on now! Usually when they send a replacement, the thought is that you will use the battery you already have. I take it that the Bionic does not use the same battery as the X. If not, call them up and ask for the battery! It's possible they just didn't realize this wasn't a direct replacement of a phone you already had. I hate to say, but you gave your son your upgrade when you should have saved it for yourself. That isn't Verizon's fault. That means you have to muddle through with this Droid until the upgrade. It's ONLY three more months. Surely you can survive until then! Reply Re: Defective phones / poor customer service !!! by McJohn Mon May 7, 2012 @ 8:50 AM Why cant you use the phone you got in the mail? by jeishere Posted Mon May 7, 2012 @ 12:18 PM It didn't have a battery... Reply So go to the store and get one or have them ship one to you by McJohn Posted Mon May 7, 2012 @ 2:43 PM No battery doesnt = broken phone it ='s bad packaging Reply No one said the phone was broken... by jeishere Mon May 7, 2012 @ 5:22 PM Its a replacement phone by McJohn Tue May 8, 2012 @ 9:28 AM Not the same phone by jeishere Tue May 8, 2012 @ 9:43 AM