Treated Badly on June 23rd by CSR on phone

Posted Tue June 23, 2009 3:22 pm, by Larry G. written to Verizon Wireless (Cell Phones)

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I have had several issues with reception in my area (Virginia Beach/Norfolk)where there has been documented dropped calls and I'm unable to send or receive text or mms messages....I am a federal firefighter and my cell phone is extremely important to me..I have patiently waited for responses I have filed from network trouble tickets, repeated calls about the matter and after investigation by engineers was told there's not much that can be done unfortunately.
I spoke to a CSR in May who recommended upgrading to a Blackberry Curve due to the device having great reception and so I did on June 11, 2009.
By the 20th I was fed up with phone glitches and crashes and called 611 again and was directed to the Portsmouth Blvd (FORMER ALLTEL) store. I went to the store and swapped my 8330 for the 9530 Storm...(Big Mistake)...by the 22nd I knew this phone wasn't for me...glitches galore and I just couldn't use it...I didn't like either phone due to the numerous problems.
I returned to the store after speaking with the manager and swapped back to a NON PDA...
The staff there was fantastic and helpful...however I was charged 2 restocking fees of 35.00...
I didnt feel based on my circumstances these were warranted after investigating and so I called June 23rd around 1PM EST....I had a long conversation where the young lady told me verizon had been more than generous and she wasn't refunding any of the restocking fees...I politely explained my situation 3 times ...each time there would be a 20-30 second pause/dead sound after I stopped talking so I suspect she had put her headset down....she was very matter of fact and told me I had no recourse as no manager was available. She was condascending and refused to give me any numbers to corporate offices. She told me I was telling "mixed up stories" and that her 8330 worked fine and so it was an isolated issue. I offered to visit the VZW site with her and review this known issues with the Blackberry phones

She spoke to me very rudely and this was one of the first negative interactions I have ever had with a Verizon CSR.


I was very dissapointed and ready to cancel all lines and pay the fees.

Refund the 70.00
Waive the cost of my new phone and accessories since the purchase was driven by poor reception.

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Re: Treated Badly on June 23rd by CSR on phone by Larry G. Posted Thu July 9, 2009 @ 6:05 PM Unfortunately I have had to write another letter.....The Exec Res. rep I was working with has failed to return my calls :( Reply Re: Treated Badly on June 23rd by CSR on phone by Larry G. Posted Thu June 25, 2009 @ 2:25 PM I feel obligated to update my original complaint. Verizon Representative Lisa Bennet contacted me back and has been instrumental in restoring my faith. I have been advised that they are seriously looking into my concerns. They have patiently put up with my return calls and have been quick to address and resolve all my concerns. I have to give their management credit for the professional response...... Ill update after I recieve my replacement device to confirm im satisfied but so far way to go VZW!! Reply That's great news! by The PlanetFeedback Team Thu June 25, 2009 @ 2:33 PM Thanks ALOT PF TEAM by Larry G. Thu June 25, 2009 @ 2:41 PM