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filed a complaint with FTC

prashants17
Member

Dear friends after my horror with Verizon I have finally filled a complaint with FTC

https://www.ftccomplaintassistant.gov/

i would encourage other customers who have had a poor experience with Verizon and Nexus to do the same.

Dear FTC,

this complaint to bring to your attention the poor customer service Verizon is rendering to its wireless customers. I had the misfortune of purchasing a new cell phone with a 2yr contract with them late last year, it was a Samsung Galaxy Nexus phone which was recommended by the Verizon sales representative. Soon after getting the device I started having issues with dropped calls 3-4 times each day, I did some research and found that many other Verizon customers with this device wee having similar problems.

I then started calling Verizon Tech support and was told that they are looking into this problem and subsequently they replaced my handset 3 times however I continued to have the dropped call issues with this phone as did other Nexus customers, this is not a signal issue because in this very house my previous Verizon device worked fine and so does my wife's cell phone(no dropped calls).

After my third replacement also did not work I called Verizon again and was told to wait for a software update which was going to fix a software glitch I waited for this update but unfortunately even after the update the problem continued, I was in the meantime offered to exchange my Nexus for another device Razr Maxx, after everything else failed I called in to get the replacement, the Verizon customer service guy agreed to send the replacement and asked me wait for a few minute to get a confirmation number, after a few minutes he came back to say that his supervisor had taken back the replacement offer as Rzar Maxx so too expensive, after this I sent an email to Verizon Customer service (email below)

This letter is to bring to you attention the absolute worst customer service experience I have had with Verizon Wireless over the last 6 months.

I had called to start a new account 6 months ago and wanted to buy an I phone 4s, the customer service agent persuaded me for 30 minutes and urged me to buy the "brilliant new Samsung nexus" , I did buy this device upon his recommendation, however I do wonder now that did he or Verizon have any other motives??. Since the day I bought this phone I have had 5-6 dropped calls a day, and have been in constant touch with your tech support, I have been sent 3 different handsets(Nexus) but the problems remained, finally I was told that ICS 4.0.4 uldate is about to come and will solve this dropped call issue, or I could swap this phone for a Rzr Maxx this was offered by Miss Rachel one of your senior supervisors, I told her that I have $300.00 in Nexus accessories and will wait for the update and if it fails to fix the problem will request Maxx or Galaxy 3.

The ICS update happened few days ago and made the problems even worse, as a result I called it to the customer service (on 06-08-12 @ 7.55pm) and asked them to send me the promised Razr Maxx, they agreed to do so took confirmed my address and 2 day shipping method for $6.99 and asked me hold for confirmation, five minutes later they turned around and said Maxx for way too expensive and they cannot honor the previous offer and will send me a Razr (non maxx), this is really as low as you can get in my opinion in terms of customer service, first you sell me a device which i never wanted, the device is riddled with problems, you promise a replacement and when time comes back track from it.

I would really like to get a clear written explaination in this matter, if it is worth your time, you have the permission to access all my account notes.

kind regards

Prashant Singh

after this email I was emailed by Verizon Customer service promising to rectify the mistake and send me Razr Maxx - email below-

Dear Prashant,

I am so glad you took the time to write us about your experience. When I read what happened, I was truly disappointed. I realize that things go wrong sometimes when it comes to technology. However, at Verizon Wireless, we are empowered and expected to go above and beyond for our customers. And I deeply apologize for each of the issues you experienced, and that we did not exemplify this approach in your situation. I would have called to apologize personally but it was too late. My name is Tracey and I hope you will allow me to rectify this situation. 

It is my goal to get you a RAZR Maxx replacement sent out tomorrow. I work at 3:00 PM to 12:00 AM tomorrow and will try calling you at 5:00 PM EST. The last thing I want is for you to feel that we habitually offer poor customer service. There are some things outside our control of course. But I feel it is my job to take care of everything that is within my control. I pride myself on providing my customers with the experience and respect you deserve. And I assure you, I will handle this issue personally. 

I hope you can accept my apology on behalf of Verizon Wireless in the kind spirit which I offer it. I truly appreciate your business and I will contact you tomorrow, Sunday, June 10th at 5:00 PM to process your replacement order. If I do not reach you, I will text you and you can respond with the best time to call back. 

Sincerely,

Tracey 

Verizon Wireless 

Customer Service

I patiently waited for the Razr Maxx to arrive the mail came today but to my amazement it was another Nexus, I called Customer service again and they said they could not do much at this time, I am completely frustrate for being provided a third grade equipment after paying a premium price for this device at their sales representative recommendation and paying $125.00 each month for 8 months for a extremely poor quality equipment which drops calls several times in a day, this problem is not isolated and the web is full of customer complaints about this device.

I would urge FTC to kindly spare sometime and look into Verizon's poor customer service and inability to honor their written promises.

many thanks and kind regards

Prashant Singh

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Re: filed a complaint with FTC

bimborn
Member

I just contacted Verizon regarding my second galaxy nexus.  Signal drop, call drops, very bad battery life. I have the update but it didn't help with what I consider to be the important actions of a phone.  I'm hoping to hear something positive, but I'm not holding my breath. I totally agree with the action you are taking.  Something has to be done for those of us who trusted that things would be fixed with this phone.  I think we should all get galaxy s3 as an exchange.

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Re: filed a complaint with FTC

Vashon
Member

Thanks for providing this information.  Given my problems with two refurbs (with the same problems), no resolution from Samsung and no useful options, this seems like the only avenue.

So frustrating to have a phone that does everything but be a useful phone.

Have quietly payed my bills over the years assuming all along that Verizon would stand behind their phones. It's been a real rude awakening to see that they don't.

Agree with bimborn that we should get the GS3 as a replacement, even if it requires paying a little more.  I was offered $56 as a trade in value for the phone...that isn't a phone, which I could put against the $649 for the GS3.  Of course, it costs that much because I USED MY UPGRADE ON THE PHONE...THAT ISN'T A PHONE.  That seems like a fair trade, doesn't it?

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Re: filed a complaint with FTC

pool_shark
Sr. Member

Although I have no issues with my Nexus, I know many users do, and I hope something positive comes from you all voicing your concerns. Perhaps it will make cell providers do better in the future.

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Re: filed a complaint with FTC

babykitty72
Member

Thank you for this suggestion.  I like you have had issues since day 1.  I don't think it is fair that we pay hundreds of $ for a phone only to get them replaced by "like new" phones.  we paid for a new phone not a "like new" phone.  and we paid for a PHONE.  I have a mini tablet that is disguised as a phone.  Now i know why they don't give call back numbers to your tech support person and you have to wait for them to call you back.  The more I stew the more i think, I will take no less than a NEW SG3, Razr Maxx.   Or if i have to a NEW Nexus.  i paid for a NEW working phone in December and I had it for 12 days and since then i have had USED phones that all have the same problems.  this last one is the worst

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Re: filed a complaint with FTC

ERMarshall2
Member

I too have experienced this.  Purchased the phone on launch day, and since then I've experienced nothing but problems, having the phone replaced 6 times, Despite Ice Cream Sandwich being an amazing operating system, this phone is the worst piece of equipment I've ever had the displeasure of owning.  Everyone of them has a weak antennae design resulting in bad reception, dropped calls, and 4G speeds half that of every other LTE phone. plus the extraordinarily poor battery life, and bizarrely large energy consumption that causes the phone to drain faster then the AC wall outlet can charge it should be more then enough reason for Verizon to recall these things entirely. Making matters worse is the fact that they only send you refurbs, and in my experience, each one of the replacements I received only gave me new problems to deal with (defective screens that look like old newspaper photos, etc).  Ive been begging VZW to exchange it out for a Razr maxxx for 4 months and they refuse, and will only offer the regular Droid Razr.  Considering I already have 3 Samsung batteries for the Nexus (its the only way I can make it through the day and have a working powered up phone) there offer of the old Razr is in no way a solution.  It's also notorious for its poor battery life, and to make matters worse, the battery isnt removable.  At least Im able to swap in a new battery when my Nexus gets low!...

I found a place online that pays 200 for the Nexus.  Selling it to them then probably going to use the cash to pay the early termination fee, then Im going to Spring for the unlimited data and a Galaxy S3-Im also grand fathered into the unlimited data plan, so now I cant even upgrade and get a phone I want without losing that feature and that one feature is the only reason Ive stayed with VZW at all

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Re: filed a complaint with FTC

babykitty72
Member

where did you find where you can sell your nexus.  I might be able to get the SG3 and if i do the nexus would be useless..unless i am able to download games on to it, then i can use it with the kids when driving. 

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Re: filed a complaint with FTC

ERMarshall2
Member

sent you private message not sure verizon would like me posting that info

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Re: filed a complaint with FTC

shagg
Member

AT&T and Verizon will soon follow the European model of Cell service. You buy your phone at full retail price and then choose the carrier afterwards. American carriers are getting screwed by manufacturers and should not be in the business of providing technical support for the device, but rather, the network. All you whiners out there that huff and puff when a subsidized and expensive piece of equipment malfunctions will eventually have to deal with the manufacturers directly. When that day comes, you'll wish the carriers went back to subsidizing your phones and troubleshooting your phone issues. It's easy to blame the carriers when the manufacturer makes a crappy piece of equipment.

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Re: filed a complaint with FTC

ERMarshall2
Member

You must be from amsterdam cuz you gotta be smoking some good stuff to think EU carriers are in anyway inferior to the American system.  My ex lives in France, and is always getting credits toward a new phone for just paying the monthly bill, and has enough credits to upgrade to the new iphone every year, the air time fees are insanely low, and the networks are more robust.

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