Verizon Wireless Defective yet the send me the same phone! New York, New York
12 year loyal return customer with Verizon who's wondering why the company would not allow me to choose another phone (even willing to pay for a higher priced phone) due to only having their Samsung Illusion for 13 days when it totally malfunctioned! After numerous calls, going to the dreaded hometown verizon store, feeling overwhelmed, frustrated, and mad I was finally told that the only phone that they could send me is the exact same one. They kept telling me about the contract..........I understand contracts but what I don't understand why they don't apply logic to a customer being reluctant, cautious or not wanting the exact same phone. They kept saying it's to do with Samsung and it's manufacturer. My question to them was since they were partners with Samsung and oboviously made money off Samsung products why in the world would you be loyal to a company that made a defective phone in my situation and not support the customer with another choice.......even if it were day 13? "So what",... about Samsung in this case, maybe it will hold them more accountable for producing a better product, or pull the phone (if many people have encounterd a problem) and thus promoting real customer service even if it means the phone maker loses a piece of the pie for that particular sale. It must be too difficult to teach the employees how to document this type of action, seeing they "try" and document everything else. That would be too much! Very frustrated, disappointed, and mad.
1 Updates & Rebuttals
Norm Hill
Simpsonville,South Carolina,
United States of America
Same phone replacement
#2UPDATE EX-employee responds
Wed, April 11, 2012
Consumers don't understand why they can't change to a different model phone if the new phone is defective or they just don't like the phone they just purchased. First, the price of the phone is highly subsidized by the carrier and as such, it's money out of their pocket. They recoup it by providing the monthly bill or early termination fee if you cancel. If the phone is defective, it is repaired, not replaced by the manufacturer and becomes the replacement phone or insurance phone. Even if it's perfectly fine and you cancel service during the Worry Free Guarantee, the perfectly good phone can't be sold as new. It again becomes a replacement or insurance phone so the carrier is out the cost of that phone. Personally, when I was in the biz, I advocated.."You want a new phone, here's HTC's phone number." and get carriers out of retail. If you had to pay $600 bucks for an IPhone, maybe you'd see where the carriers are coming from.