Bad Service and No Customer Loyalty

[tjlettow]

Worst customer service ever.  Went to the Verison store today because my power button on the top of my IPhone 5 was not working.  I did a little research before and found this is a common problem with IPhone 5's.  Wanted to inquire about getting a replacement to find out my 1 year warranty expired 2 weeks ago.  The only thing the associates at the Katy, TX store would tell me was I should have bought the extended warranty.  I have been a loyal customer for almost 10 years and they would not make a consideration. They just wanted to push their warranty.   So much for customer service and loyalty.  When asked why do you not stand behind your product the manager said we stand behind the serivce not the product, you can talk to Apple about that.  Just horrible customer service. I wlll be looking at taking my $200 a month bill to another carrier that shows some interest in keeping loyal cusotmers. I will also be spreading my story to as many people I can. It would be nice to hear from someone from Verison.  Has anyone else run into situations like this?

[ttipgem]

The manufacturer will cover manufacturer's defects within the warranty period. Outside of that, it's the user's responsibility. What exactly did you expect for an out of warranty device?  Why would you thing that the carrier replace the device for which the warranty has expired?  Loyalty doesn't have anything to do with it.  And "spreading your story" with its faults certainly isn't bolstering your case.  Sorry.  And note that the carrier isn't responsible for any of it.  This is not "horrible customer service".  This is unreasonable customer expectations.

[tjlettow]

i disagree and maybe I am just old school.  But if i purchased something I expect it to last more then 1 years, especially when the contract I signed for service is 2 years.  And yes I understand manufacturers warranties, but good customer service and showing loyalty would have at least brought more empathy from the consultant as opposed to "you should have bought our warranty".  I had a situation a few years ago with a washer from Best Buy.  About 3 months out of "warranty" it broke.  I have been a loyal BB customer for years and they recognized that, they sent a tech to look at it, deemed it was defective and replaced the unit at no charge to me.  That is what loyalty and service is all about.

[rcschnoor]

You would most likely have better luck from the manufacturer than with Verizon. Try bringing the phone into an Apple store to see what they will do for you.

[tycarter777]

I would've told you the same thing the VZW rep told you.

[jroeder]

Lets make an analogy. You buy a car from the lot and agree to pay on it for 5 years. The car had a 2 year warranty. Your in year three and a manufacturer defect occured. You get upset at the car lot because they won't fix it out of warranty?! They would tell you that you should have got the extended warranty. Just like Verizon said. So it doesn't matter if your stuck in agreement or how long you've been a customer, your out of warranty. Simple as that. You have to pay to fix it, or get another phone. Verizon is just honoring the agreement you signed and agreed to.