Complaint Review: Verizon Wireless - Mobile Alabama

I received a LG Chocolate Cherry free with a "New Every Two" contract. I received my brandnew phone in December, 2006. By February, 2007 the face on the phone became deffective. It wouldn't respond or it would continuously scan through my previous calls. I was working extreme hours at that point (much longer hours than verizon stores are open) and had to just deal with it. I could receive calls, I just couldn't call out. I took it to Verizon and they ordered a replacement phone for me in March.

The next phone I received, worked for about a year. I did have the problem with the phone clicking because my face brushed the sensitive buttons on the phone. I had the sensitivity set to the lowest setting. Checking voicemail was almost impossible because the phone would change screens thanks to the sensitivity of the faceplate. That was only when it showed that I had voicemessages. I never received a voicemail notification the same day the message was left. After six months, the phone started acting funny and then the face turned completely white. Again, I could receive calls but couldn't actually call anyone myself. I took it to Verizon and they let me know that my moister dot indicated that my phone had been wet. The only thing I could think of was condensation from my cup holder in my car. I never took the phone into my house because I didn't have a signal at home. They replaced the phone.

That was March. It is now June. Last week, I slid my phone open and noticed it was loose. I didn't have time to drive thirty minutes out of my way to argue with another Verizon Customer Service Representative. I decided it wasn't that big of a problem and I would just keep using the phone. Two days later, it separated into two pieces with only a piece of yellow tape connecting the two pieces. I took off work early one day and headed to the mall to get my phone replaced again. I was told that it was "user wear" and that I broke the phone by dropping it. I told her about the loose feeling and I was told, "You should have brought it in then." I don't have the type of schedule that can be changed at the drop of a hat to deal with more faulty equipment. The rep never asked me what, when, where, or how. She immediatly decided that I broke my phone. I had to tell her my phone number three times before she was actually giving me information about my account. She didn't verify my personal information until she actually got to my account. The only time I received any type of legitimate explanation was after I asked for her personal business card.

I pay $115 every month for cell phone service for me and my husband. The phone doesn't work at my house and I charge it at work when I am going to need it. I use an average of 200 minutes a month. I was given a new phone with my new contract. When I spoke with the warranty department, the rep let me know that I had received all refurbished phones after the first. You only receive a new replacement if you are in the thirty day grace period (which makes it clear that Verizon doesn't go for the highest quality phones). I was offered two solutions for my problems. The first was to file it on insurance and pay the $50 to get another refurbished phone which I declined wasting my money on a phone that is obviously deffective. The second was an offer to move up my "New every Two" and they would exchange my phone with another two year contract. I declined that offer. I have found another cell phone company that understands refurbished phones aren't acceptable replacements for deffective eiquipment and offers a one year warranty. That alone says that they offer phones that they can stand behind.

Verizon Wireless is an unethical cell phone company that offers products they can't stand behind, has customer service reps that aren't properly trained in the area of CUSTOMER SERVICE, and as I found out in a thorough internet search is the highest priced.

Julia

Theodore, Alabama

U.S.A.

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