Maybe we should organize a class action law suit!
Dear Verizon Wireless and other Verizon/Samsung customers,
I have been a loyal Verizon customer for 8 years and I have to express my recent extreme dissatisfaction with Verizon's business practices, customer service, and my overall experience as a customer. I am unable to get resolution by following the channels you set about for support and customer service.
I have the following complaints about your business practices.
- Failure to provide the services and product support you promise
- Poor policies relating to service and products
- Failure to provide customer service to resolve customer issues
- Conflicting information from Verizon representatives
- Rude and unfriendly customer representatives
I purchased a Samsung Galaxy S4 on July 11th, 2013. I reluctantly paid $650 for the phone because Verizon could not offer me a more reasonable option. After having the phone a mere 3 months the screen malfunctioned. At the time of malfunction, the screen had green lines running across it and was unresponsive. There was no physical harm or abuse or excessive force caused to the phone. The phone was contained in a protective case. Several hours later, a small internal crack appeared in the internal LCD screen, there is no damage to the outside of the screen or phone. I went to the Verizon store and was denied service or a warranty claim. While in the store, the technical support representative asked me to remove the battery to the phone. When I removed the battery a very large crack to the internal LCD screen appeared before both of our eyes.
The phone I received is defective. The phone was used in a normal manner. There is no damage to the outside of the phone. An independent phone repair shop evaluated the phone and determined the screen crack was due to defect, and likely happened due to overheating. An internet search will return results of a major quality issue with this make and model of phone (example). The high occurrence of this cracking is indicative that the phone was not designed with typical customer use in mind.
I believe, as is standard in other industries, Verizon should perform their due diligence to ensure that the companies it does business with are producing quality products and then further support those products with their customers. It goes without saying, it is unacceptable to provide a product to customers knowing there may be quality issues and then refusing to support them.
The Verizon policy is to deny warranty claims for any phones that have cracks with the basis that a crack is always due to the abuse of the customer. However, there are situations where a screen could become damaged by no fault of the customer or abuse of the phone. Possible reasons for this defect could be overheating of the phone, improper materials used, faulty installation of the screen, etc. This one size fits all policy is fundamentally flawed.
I understand that it would be a loss to Verizon to provide replacement phones in the case of abuse. However, in my case, Verizon cannot prove the crack was caused by misuse, as there is no physical damage to the outside of the phone. In these instances, wouldn’t it be better to apply the age old adage “the customer is always right” and replace the phone for continued customer satisfaction? After all, you are a service provider and want my continuing subscription to your service and positive feedback by word of mouth, not cancellation and dissatisfaction over a product. With the billions of dollars of business you do with Samsung you must be able to create a contract that will better serve your customers or negotiate a resolution in these instances.
In addition to Verizon's poor policy, I received unacceptable customer support. I spent many hours both on the phone and in the store speaking with Verizon representatives. I received conflicting information from your technical and customer support over the phone and from the store. I was not able to find someone in management empowered with any decision making abilities. I was treated in a rude and unfriendly manner. I was not presented any options that are in accord with the services and products I was promised.
Living in the internet age, Verizon is aware of the ease with which these situations can and will be circulated. I have already filed a complaint with the better business bureau and consumer affairs. I will be publicizing my negative experience via youtube, facebook, instagram, internet forums, etc. I urge Verizon to take a look at your current business operations. Your customers are already grouping together to demand what was promised to them and take legal action and/or stop doing business with your company entirely (petition).
I ask that you immediately replace my phone and improve your internal policies and customer service.