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Replace broken cell phone

Posted Sat May 10, 2008 7:24 am, by William E. written to Verizon Wireless (Cell Phones)

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My wife's cell phone broke, so we went to the local Verizon store to get a new phone. We find out that we can replace the phone with the cheapest phone available ($80) but only if we sign up for another 2-year contract! We don't have to extend the contract for another 2 years if we pay $200 for a $20 phone! What kind of B.S. is this? As a result, I have decided to sever all ties with Verizon. I'm cancelling my home phone and going with Vonage; I'm cancelling our cell phone when the current contract expires and going with AT&T; I'm not going to touch Verizon DSL and will stick with cable.

Change your idiotic policy and let a current Verizon customer replace a phone without your idiotic strong-arm methods. Once again, you preach customer service but practice something else. Don't you people realize I will extend my contract forever if your customer service is good? You still don't get it!


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by will y. Posted Mon June 7, 2010 @ 1:17 PM

Thank you for this

by TarponSue Posted Wed November 18, 2009 @ 4:30 PM

I'm with you, William! I'm having a similar problem with my college
daughter's cell phone. They have replaced it with a "refurbished" one
valued at less than 1/2 of the original price, and her phone is only 7
months old. They have crappy customer service, crappy policies, and
they lie to you to get your business. I'm switching to AT&T just as
soon as my contract expires, too. They'll never get it!

by marla m. Posted Thu August 28, 2008 @ 5:29 PM

ATT did it to us too!

just in our circle of family and friends it is happening regularly. Is
this an intentional sabotage on consumers?

What is he method to speak up and demand change? They are holding us
all hostage and have guaranteed sales with no quality or customer
service required!


by Genesis Posted Wed June 18, 2008 @ 3:27 PM

A T & T did the same thing to us


A T & T did the same to us also" by granny dan Wed September 24, 2008 @ 6:06 AM
by Cindy B. Posted Fri May 16, 2008 @ 12:58 PM

I agree 100% with you. Give me excellent customer service and I will
continuing renewing with you...give me bad customer service and I will
start checking out the competition.

I am also disappointed that even with good care, many of these phones
start experiencing problems before the warranty runs out. After
several replacements under warranty, they finally acknowledged that
this particular phone had "known issues". But then you are left high
and dry after the year runs out BUT BEFORE YOUR NEW EVERY TWO takes
effect. I have never gotten a phone wet or dropped it but still end
up with lemons.

Maybe the phones don't really cost as low as $20 but there is NO WAY
these phones are worth $200 either. Electronics have become "cheap"
over the years, both in price and quality...but still you can find a
digital cordless phone for $10 so a basic cell phone shouldn't cost
that much more (and I did say BASIC so that at least you can get by
until the New Every Two comes around).

It is a shame when Verizon would rather me take my $1200 a year phone
service to another company rather than helping me out with a cheap
replacement when their crappy phones start having problems.

I hope you get someone's attention at Verizon as it will eventually
help all of us poor souls out!!

by T.J. Posted Thu May 15, 2008 @ 4:45 AM

I lost a phone when I was with Alltel & the exact same situation came
up when I went in to try & purchase a new phone. Evidently they are
all like that.
We went to a phone store that sells all different types of gently used
cell phones & got one that was quite a bit cheaper than what I would
have had to pay with Alltel. I would go that route. You just have to
have the store imput your carrier & away you go!


by Tiffany W. Posted Mon May 12, 2008 @ 1:16 PM

It's worse with AT&T. I've had both, and AT&T was worse!

1st of all they don't allow you to put insurance on any phone over 300
bucks. Sometimes when you think you are getting a new phone, you are
really getting a polished refurb. AT&T net work is horrible. Verizon
Prices are tooo high!

Go with T-mobile if they are available in your area.

by Rene in TN Posted Mon May 12, 2008 @ 8:27 AM

When my niece dropped her cell phone in a glass of Coke on the day
after the warranty expired, I went in to buy her a new one (she was
working off the cost in babysitting for me). One of the sales reps
suggested that I speak with a technician or someone in the customer
service area to see if there was anything they could do to help with
the cost of the new phone. I was very lucky to get an awesome tech
who tried his best to get the phone fixed & then replaced it under
warranty when he couldn't. It's not something they are required to
do, simply a case of "you catch more flies with honey than with
vinegar." I was pleasant & fully aware that I was probably going to
have to pay full price for a new phone. And grateful for any help or
small discount that they could give me. Now, the replacement was one
of the inexpensive free phones you get when you get a free phone with
new service, but that's what she had to begin with so we were all

by Rene in TN Posted Sun May 11, 2008 @ 10:16 PM

Of course, I had to pay full price for it because my current phone was
out of warranty & it wasn't time for my new-every-two phone. But I
bought the phone I wanted, paid full price for it, opted to get the
insurance on it this time around & didn't have to extend anything.
I'm sure they'd be glad to sell you a new phone at full price to
replace your wife's broken phone. Just ask...

I've had cellualr south, cingular (which turned into AT&T) & Sprint
before I switched to Verizon. Verizon has been the most dependable
for me with the best coverage area. As for Vonage, I cancelled that
because the service just wasn't consistently good.

Good luck with the new companies.


The Way it Works by ninjagirl Mon May 12, 2008 @ 2:46 PM

Ninjagirl. Great info and glad to hear how you helped by T. C. Wed May 14, 2008 @ 9:55 PM

by RedheadwGlasses Posted Sat May 10, 2008 @ 6:05 PM

I agree. I believe there is legislation that was introduced recently
(or will be soon--I know it was in the works) that would eliminate
this ridiculous policy of extending contracts by two years every time
you make a change to your service or phone.

It's about time. I don't even own a cell phone and think this
practice is absurd.


Red...I read it as follows though... by Chris M Sat May 10, 2008 @ 6:51 PM

That is the way I understand it also. Now you by T. C. Sat May 10, 2008 @ 8:37 PM

Red... by Harleycat (aka Usual Suspect #2) Sun May 11, 2008 @ 9:14 AM

I don't think he deserves a discounted phone by RedheadwGlasses Sun May 11, 2008 @ 5:06 PM

I agree... by All About the Branding Sun May 11, 2008 @ 7:22 PM

etf's and contract by des Wed May 14, 2008 @ 7:18 PM

No need to extend contract by des Wed May 14, 2008 @ 7:01 PM

Replace lost cell phone and verizon extended my contract without my knowledge. by Mrsmuckandfuss Tue June 21, 2011 @ 9:00 PM
by Evil N Posted Sat May 10, 2008 @ 4:50 PM

I do hear you on this one. I have Verizon and I had to beg and plead
the first time to get a faulty phone fixed. I'm not sure if we had to
sign anything else because I have a phone under my mom's family plan.
What I do know is now the Razor I got as a replacement has broken
buttons and I know once I go in to get a new phone they will make me
sign a lifetime commitment and pay too just to get a new one. I am
trying to hold out with the two buttons but it gets annoying because I
can't backspace on text messages and have to start over if I make a
mistake. I hope they pull through with you guys. Maybe write to


by Donno Posted Sat May 10, 2008 @ 2:31 PM

You can cop an attitude and all that, but it won't get you anywhere.
From what I hear they are all this way (including AT$T). If you can
make and sell a cell phone for $20 OR $80 you should go into business.

Vonage is its own animal - good luck with all of that.

I pay around $35 a month for VZ local phone and VZDSL combined. The
wireless carriers can't convince me I need to be connected 24/7, so I
don't have that cost. If you need to take advantage of the latest
tech goodies, you need to pay for them.


by T. C. Posted Sat May 10, 2008 @ 2:08 PM

Good luck with your vonage. We are in North Florida. The closest
area code vonage can give us is Orlando.


by Harleycat (aka Usual Suspect #2) Posted Sat May 10, 2008 @ 1:24 PM

Good luck with another carrier, they all work this way. Heck, I have
2500 lines of service with Nextel and I can't get a low cost
replacement without extending the contract on that phone.


by All About the Branding Posted Sat May 10, 2008 @ 12:28 PM

Cell phones are electronics. They don't cost $20. They cost $200.

The reason you THINK they cost $20 is that's the price you pay when
you sign up for 2 years of service.

If you don't want to sign up for the service, pay the full price on
the phone.

You won't find any company that will sell you a phone for $20 within
some strings attached. Even the cheap phones with prepaid services
come with an expectation.

Oh, any by the way, the Verizon DSL company is NOT the same one as the
cell phone company.


Re: Replace broken cell phone by William E. Sun May 11, 2008 @ 6:29 AM

William by Chris M Sun May 11, 2008 @ 3:28 PM

William by All About the Branding Sun May 11, 2008 @ 4:57 PM

William why do by T. C. Sun May 11, 2008 @ 8:29 PM

The real cost of a cell phone by Dark H. Sun May 11, 2008 @ 9:01 PM

Excellent info Dark H. :) by T. C. Sun May 11, 2008 @ 9:31 PM

Replace broken cell phone by TROP Tue March 16, 2010 @ 6:32 PM

by CrazyRedHead Posted Sat May 10, 2008 @ 12:17 PM

There is no phone with Verizon that only costs $20.00. You are
looking at the discounted price and not the retail price. Most phones
with Verizon retails between $200.00 and $300.00. I used to work for
AT&T for 6 years and they are the same way. You better do more

by ChrisO Posted Sat May 10, 2008 @ 9:50 AM

I agree - AT&T is the same way. I lost my phone & had to replace it. I
ended up buying a $99 prepaid go-phone. I was able to use it with my
current contract instead of having to sign a new 2 year agreement for
a new phone at a reasonable price.


by Bill R. Posted Sat May 10, 2008 @ 9:49 AM

William E.,
This is the way most other retailers do this.
No insurance on it?


by SumnerMan Posted Sat May 10, 2008 @ 8:45 AM

You're not going to like AT&T because they operate the same way with
replacement phones. I really didn't care because my cell phone is my
only phone and I've always been satisfied with their service.


at least with at&t by APCO25guy Sat May 10, 2008 @ 2:32 PM

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