Final Update!...I hope...Verizon Issue Resolved!
My below issue has been resolved by a Mr. Johnson who works in Verizon's executive office. I have Consumerist.com to thank for drawing Mr. Johnson's attention to my issue. Mr. Johnson's demeanor and attention to my issue was great. He was nothing like the many other representatives that I had to deal with for the last 6 months. He was understanding, calm, and most importantly he listened. He even reimbursed me for my voice/phone call overage for the month after I explained that the main reason I was over was because of lengthy calls to Verizon and FedEX trying to resolve this issue. He seemed sincere when I explained that Verizon should rethink their policy for returning defective cell phones. I explained that I feel 30 days is a better return policy, but that if it had to be 14 days...Verizon should at least make it 14 days after activation, not 14 days after purchase. I explained that when a cell phone is given as a gift and is wrapped in a box...one may not know there's a problem with the phone til the phone is activated. He agreed and said he would definitely look into it. He also apologized and said that Verizon should have called me directly and communicated better in regards to the billing mishap, instead of sending monthly bills that weren't very clear. Even though this issue has been resolved, and Mr. Johnson was terrific, I still remain a bit unsatisfied with Verizon and will likely end my service with them once my contract expires. Though it was nice to finally truly be heard. Thank you Consumerist.com and Mr. Johnson!
“Is YOUR $449.95 mistake worth not having me as a customer?, which yields your company about $210 a month on average”
November of 2011 I got a new job that increased my pay considerably. As a result I treated myself to a smartphone (Droid X2). Previously I had a regular cellphone (Alias). The following month (December 2011) I purchased a smartphone for my wife (Commando). Her birthday was on 12/10 so for the majority of the 14 days Verizon says you have to return a faulty phone for a new replacement the phone was neatly tucked in a box that I wrapped in birthday paper. Seems to me the Verizon policy should be 14 days from day of activation…I’m sure I’m not the only one who buys cellphones as gifts, especially in the month of December. From December 10th to about December 14th my wife and I noticed that her new Commando smartphone would not ring after it went into keypad lock mode, even if the volume was up and the vibrate feature off. Several calls to Verizon end with us returning the NEW Commando smartphone only to receive a CERTIFIED PREOWNED Droid X3 as a replacement. The fact I bought a brand new smartphone that was faulty and Verizon replaces it with a used smartphone really ticks me off, but left with no other options I agreed to take the used smartphone. So when my wife and I received the USED Droid X3 replacement via FedEX we place her faulty Commando smartphone in the package as Verizon told us to do and sent it back. At some point in January 2012 before my 1/17 billing cycle my wife received a confirmation text message stating the faulty Commando smartphone was received by Verizon. This is where the story should end, right? Unfortunately it does not. Instead I receive a January bill stating I owe a $449.95 equipment charge. Thinking things just crossed paths in the mail, etc. I called Verizon and to my surprise they told me that they never received the smartphone we sent back. I kindly explained that we received a text from Verizon that it was received. To which the Verizon rep responded, “Yes, I see that we did send you text confirming receipt”. So I’m like “OK, then what seems to be the issue?” The call ended with me agree to pay just my bill and not the equipment charge and the Verizon rep agree to look into the equipment charge and get back to me. February 2012 comes and I receive another bill and again the $449.95 equipment charge is on the bill. I call Verizon again and again agreed to pay the bill and not the equipment charge and the Verizon rep promised to call me back about the equipment charge. This time the Verizon rep called back and left a voicemail telling me that the $449.95 equipment charge has been removed. In March I receive a bill showing I have a credit of $108.53. Then in April I receive a bill reinstating the $449.95 equipment charge. Frustrated I waited till May to call Verizon yet again. Only to have a Verizon rep inform me that they have record of me receiving two replacement smartphones and only one being return. The Verizon rep claimed that we were sent a Droid X3 and a Droid X2 as a replacement for the faulty Commando smartphone. Now I’m pissed beyond belief, and told them that there is no way in hell Verizon would send TWO replacement phones to replace ONE faulty one and that if Verizon doesn’t take the $449.95 equipment charge off my bill for good, I will terminate my contract. The Verizon rep informed me, “that is fine; it will cost you $300 to terminate the contract.” I said, “Like hell”. So my question to Verizon is, “Is YOUR $449.95 mistake worth not having me as a customer which yields your company about $210+ a month on average?”
Update!
My above story of events about my bad Verizon experience gets posted to Consumerist.com, link below:
Consumerist.com also gave me a contact name and email for someone at Verizon that claims he want to resolve the matter. I sent the Verizon contact a email yesterday and as of today, no word back, not to mention the fact that I had two reps that promised to call me back this week and have yet to do so. The one rep (Colleen in Loyalty Department) promised to call me back at 9am yesterday and never did, I called and spoke to a different rep who took a message to give to Colleen in the loyalty department stating that I never received her call back as promised and that I would like her to call me back asap as she promised. The rep that took the message suggested she may have meant 9am in her time zone and not mine.....REALLY! grrr! Then to top it off my wife called and said that FedEX MAY be willing to cover it since they didn't get us to sign for the Mysterious phone as FedEx policy states needs to happen for such deliveries. As my wife was on the phone with FedEx the FedEx rep shared her story about how she had many unpleasant experiences with Verizon as well. Hopefully I will hear something soon about this issue of mine being resolved, but so far I'm not holding my breath. At this point in the game, I feel Verizon ought to go above and beyond and do something special for me as an apology, otherwise I feel I have no choice other than to cancel my contract and take Verizon to Small Claims.
Update!
My wife filed a compliant with the Better Business Bureau and I filed a compliant with the Federal Communications Commission (FCC).
My wife filed a compliant with the Better Business Bureau and I filed a compliant with the Federal Communications Commission (FCC).
Received a phone call from yet another Verizon rep yesterday (5/17) and she gave me an entire different story. She claims that Verizon refunded the $449.95 twice in error and then added one of the $449.95 charges back on. It amazes me how many different stories I have been told about my 6 month billing nightmare! So far I have been told:
1. We never returned the defective phone, even though my wife received text confirming receipt.
2. Was told we were sent two phones to replace one defective one. Which I have a real hard time believing, however FedEx seems to confirm this. Why in the hell would Verizon do something so stupid to begin with? We requested to be sent a Droid 3 to replace the defective Commando Smartphone. I have a hard time understanding why Verizon would be like, "Hey, lets send them an extra smartphone just for the hell of it!"
3. FedEX is responsible for the "Mystery Lost Droid X2 Smartphone" because they didn't get required signature at delivery. Which ironically FedEX is willing to cover the $449.95 and even faxed us a letter to give to Verizon. However Verizon seems to think I should get a refund check from FedEX and then send it to them (Verizon). I think I wasted enough of my time on this ordeal and FedEx and Verizon should work out the details. I posted FedEX's letter below.
4. And now I'm being told that Verizon refunded the $449.95 twice in error and then added one $449.95 back on. Really! WTF! Why can't Verizon get their shit together? Besides, how is it my fault IF (and this is a big IF) they refunded the $449.95 twice? Call me crazy, but I just pay what my bill tells me is due each month (except wrongful charges). So if they had to add the $449.95 back on, why wouldn't they call me to inform me? Why wouldn't they send a new bill?...rather than waiting til May and tacking it on to my May bill.
*Also, Mr. Pica at Verizon has yet respond to my two emails to him. Consumerist.com provided me with Mr. Pica's email stating that he "was very interested in resolving this matter". Apparently he's not too interested, because he has yet to respond. It has been at least 5 days Mr. Pica...What's the deal?
**The Verizon rep I spoke to on 5/17 was suppose to do two things for me. First she was to resolve the $449.95 issue and second she was to remove all the calls to Verizon's "Loyalty/Retention Department and FedEX from my bill. I requested these calls be removed because my plan is only for 700 voice minutes and I'm currently at 801 voice minutes because of being on hold, etc. Turns out that calling Verizon's "Loyalty/Retention Department" eats away your minutes, however calling 611 does not. But I was told I can't call 611 for the "Loyalty/Retention Department".
Verizon you make me SICK!
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