Unacceptable sub-standard Technical "help" and more....

[marg422]

This is a long story. I apologize for the short novel, but I'm quite angry.

I have been very frustrated, inconvenienced and upset at Verizon's inability to
resolve what should be a simple issue with my LG Spectrum2. Being a long time customer and paying
upwards of $170 monthly for a smartphone and 2 regular phones, I expected to
get excellent service and technical support. In the past when I have had phone
issues, they were resolved quickly and with little inconvenience to me. This is
why I continued to stay with Verizon for so long, rather than go to a far less
expensive carrier. That being said, this is the story.

My phone bricked on me one
evening as I was heading to a medical facility to see my kid. I had the phone
about 10 months and it wouldn't charge after just shutting off. I tried other
chargers to rule out a bad car charger and naturally either the battery died or
the phone connector was loose. The next evening I went to the corporate Verizon
store in the York Galleria mall. I explained to the "tech" woman what
happened and asked for either a replacement or a new battery. Her
troubleshooting consisted of telling me I have a phone that doesn't allow the
back to come off and replace the battery. I had to take the back cover off for
her as this is obviously not the case. My faith in her skills instantly
shattered, I told her that its either the port or battery and I desperately
need my phone to be up and running, So give me a battery or replacement phone.
They have neither! Apparently Verizon decided that batteries are a "fire
hazard", in her words, and they do not carry any stock of replacement phones in the
back. Seriously?! I remember having similar issues a few years back and I
walked out with a working phone in less than an hour.

Well the days of actually fixing customer issues on the spot are gone. She said they
will send me a replacement phone next day and that the battery is not defective since it's not warped or leaking. Yeah.... because NO battery has ever died without showing
those symptoms.... good grief.

So I receive my phone 3 days later due to weather I assume. Keep in mind that I have
no ability to contact various medical professionals for my kid and I don't have all of their numbers.
The phone took all night to charge before it would boot. They give you just the
phone by the way, no back cover or battery. So the next morning I sync it
reload my contacts and it works for les than 2 hours before it bricks just like
the first one. I'm not happy at all figured I'd try my luck at
another Verizon store in west York. Since they're a franchise they can't help
me because I didn't buy my phone from them. Thanks for nothing, again.

Thatweekend was filled with trips to medical facilities etc and I was unable towaste even more time at the
Verizon store and used my daughters phone. I go back to the store again and
tell them the second phone is a brick. Please replace it correctly this time.
The Sales guy called tech support for me and they told him I

have to call the
manufacturer of the battery and get them to replace it!!! Are you kidding me??

He offered to call them while in the store and then I spoke with an incompetent tech about my troubleshooting
and asked to have the battery sent to me. He said I have to ship the bad
battery first, on my dime, and then wait 5-7 days after they receive it to get
the new one. I told him that was unacceptable to not have a working phone for
an addition al 10+ days for the amount of money I am paying for service. To the
Sales Rep's credit, he was sympathetic and tried calling local places who may
carry my battery and offered to have the store reimburse me for the cost. He
should not have to do this at all!!

The manager also told me to bring in the receipt and whether it fixes the issue or
not, I will be reimbursed. Keep in mind, she is the same woman who didn’t know
my phone backing came off. How is this broken process acceptable to Verizon?
Your battery/phone fails under warranty, and I? have to pay to ship part back
to the manufacturer and wait that long?

Thenext day I bought a battery at a local store and a new
charger. I charged it for 5 hours and nothing booted. So this is a phone issue
and the replacement sent was also defective. So I go that night with my receipt
and phone telling them that this is the 10th day I haven't been able to use my
phone and I want a new one. Luckily the man who helped me was there the night
before and heard about my issue. He tried his best to help but was having trouble
figuring out how to get me set up. I was there for a solid 1.5 hours mostly
sitting around. Another woman came out to help and mentioned to me that I was
recommended
to call manufacturer tech support for this issue and I told her, again, that
waiting 10+ days is unacceptable to wait for a battery, and if it doesn’t fix
the issue, will add more time.

I tryto be as nice as possible
to service and retail people because I know what it's like to work in those
positions and deal with angry customers. However, it is very hard at this point
to keep calm and cool when I have wasted about 5 hours of my life trying to get
a simple issue fixed. The sales guy came out and told me that they can give me
a temporary phone till my new one arrives. At least that's SOMETHING. The phone
that didn't exist before in the back room suddenly does now. hmmm... So I have
him photocopy my receipt and he tells me his manager will call me the next day
about the promised re-imbursement. I also ask about being pro-rated for all the
days I wasn't able to use my phone. I'm told I have to call customer service...

The "new" phonearrives at my work next day and the new battery charges it. One small issue. IT ISN"T NEW. It also doesn't come with a phone backing and I have to scotch tape the battery in until I can go to the store again and ask them ...what the hell?

I am beyond disappointed in Verizon. I have a warranty issue and for what I'm paying
monthly, I should be able to walk in and have a replacement part or phone and leave happy. This is
what used to happen with Verizon and that was why I continued to pay more for
this carrier. I have just over a year with Verizon left on my contract and I
will be switching. Sprint is able to fix phones at some of hteir stores and
they are able to replace phones at ALL of them. If I was with Sprint I would
have had my phone the first time I went in.

Tonight
I'm going back and I better have my reimbursement and phone situation
corrected. I'm not one for throwing temper tantrums but 5 visits to a store is
a bit much. Goodbye Verizon. If another carrier gives me crap service, then at
least I'll be paying less for it then.

[vzw_customer_support]

Hello marg422,

I'm very sad to hear about the experience you've been going through with your device and trying to get a working replacement! I definitely want to do all I can to help get things back on track and restore your faith in VZW so we can continue to be your wireless solution.

Were you able to get everything taken care of at the store when you visited a couple days ago? Besides the backing missing on the latest replacemeht, is it working okay for you now? Please keep us posted with how this situation has progressed so we can make sure you're taken care of.

RuthW_VZW
Follow us on twitter @VZWSupport

[pherson]

Verizon and other companies do warranty replacement as a courtesy. Before you would have to send your phone directly to the manufacturer and be without a phone for weeks. However due to customers lying and also bullying store reps replacement is now done through the warehouse.

Having said that, the process you are going thru is normal. I apologize for your situation but your threats such as "I better have" is not possible. Also, your phone, battery, etc is used and you will NOT get a brand "new" replacement.

Best wishes.