Really upset with Customer service policy


Last Updated:

  1. swagner53

    swagner53 Well-Known Member This Topic's Starter

    Joined:
    Dec 4, 2009
    Messages:
    291
    Likes Received:
    62
    I have been a VZ customer for at least 10 years in good standing. I have a Droid that unfortunately had the radio fail in it this morning-- everything works fine but it sits on searching for service. Called VZ and went through all the troubleshooting with the techs and they agree its a hardware failure and will send a replacement. Unfortunately I am leaving for an out of town trip for the next few days and now will have no phone while on the road. The closest actual VZ tech support store is a 40 minute drive away so I couldnt get there and they would not have had a replacement Droid anyway- they offered an Eris until my droid was shipped and then I would have to go back and return the Eris to that store- my local store which is an actual Verizon location has no replacement phones AT ALL of any kind. Phone support actually told us to go by a tracphone and then send them the receipt when I get my replacement and they'll credit it.

    I guess I understand why they wont authorize the store to give me a new Droid- but to have no replacements at all unless I drive 40 minutes is a bit much. They tried-- but sorry-- FAIL in my book.
     

    Advertisement
  2. newyorkgreg

    newyorkgreg Active Member

    Joined:
    May 31, 2010
    Messages:
    39
    Likes Received:
    3
    I think you are overreacting. They clearly are going out of their way to help you, and it is not just you that is having trouble receiving an Incredible. They are back ordered even for new phones.
     
    rcrott1 likes this.
  3. swagner53

    swagner53 Well-Known Member This Topic's Starter

    Joined:
    Dec 4, 2009
    Messages:
    291
    Likes Received:
    62
    Hmm-- IF I were asking for an Incredible I might say you were right-- But it is a Droid, not an Incredible. I would have taken anything as a loaner until they could get me a new one-- they cannot authorize the VERIZON store to give me anything as a replacement because the store isn't a "tech center". They could not get me ANY phone at all and suggested I go to walmart and buy a pay as you go phone and they would re-imburse me.

    I understand their position-- they made reasonable offers and at this point will credit me a month of service. I am just disappointed that they couldn't do anything to get a phone in my wife's hands today-- before she leaves with kids on a trip.
     
  4. 3devious

    3devious Well-Known Member

    Joined:
    Oct 28, 2009
    Messages:
    1,362
    Likes Received:
    115
    When you find a carrier that does this where you are (and there might actually be one) you should go with them. I think you are being unreasonable and I expect a lot out of any carrier I subscribe to. Out here, VZW could get me something to take with me, but there are 3 tech centers within 10 miles of my home.
    I am truly shocked that they are willing to reimburse you for a pay as you go phone as a stop gap solution. (The wouldn't do that to me because they would expect me to go get one from the center.) Now, extreme customer service would have been to send a rep to Walmart to get you one, but I can't picture anyone other than me doing that for someone. Is there a VZW tech center close by where you wife will be going? I know that interim time would be difficult, but she might be able to get the replacement Droid faster.
     
  5. svensett

    svensett Well-Known Member

    Joined:
    Apr 8, 2010
    Messages:
    439
    Likes Received:
    58
    I like to keep my previous phone around as a backup in case something like this happens. I had issues with my current phone a couple months ago and they switched on my old phone until the issue got resolved.
     
  6. rhippler

    rhippler Well-Known Member

    Joined:
    Apr 25, 2010
    Messages:
    171
    Likes Received:
    17
    I do this too and after forgetting my phone @home when I went on vacation I store it in my suitcase.
     
    skunkpbguy likes this.
  7. IOWA

    IOWA Mr. Logic Pants Moderator

    Joined:
    Dec 2, 2009
    Messages:
    8,852
    Likes Received:
    2,367
    I think them crediting a tracphone is a nice idea.... it was aweful nice of them IMO

    Tapatalk. Samsung Moment. Yep.
     
  8. 3devious

    3devious Well-Known Member

    Joined:
    Oct 28, 2009
    Messages:
    1,362
    Likes Received:
    115
    I think that is because they couldn't get his wife anything. Since I am so close to the stores, they would have told me to get my butt off the couch and walk over (< 5 miles.) I hope that they would do that for me if I lived pretty far from a store, but customer service out here probably is so bad because there are so many businesses and customers that the individual does not matter.
     
  9. Chaznsc

    Chaznsc Well-Known Member

    Joined:
    Jun 11, 2010
    Messages:
    351
    Likes Received:
    29
    Sounds like they went above and beyond to me. It's why I love Verizon.
     

Share This Page

Loading...