Am I the only person having problems with Verizon's refurbished Androids?

The best way for me to share my issue, is to submit a copy of a letter I have written to Verizon.
I have been a loyal Verizon customer for many years now.  I have enjoyed good service until my most recent phone purchase approximately 18 months ago.  I purchased an HTC Android, which did not work properly.  It was immediately replaced with a refurbished phone from the manufacturer, which also did not work properly.  That phone was replaced with another refurbished phone form the manufacturer that did not work properly, but after being given NO OPTIONS, I learned that I would have to live with a partially functional phone. For approximately a year I learned to live with the fact that my date/time stamp would disappear, that sometimes my phone ringer would not work, that I would never get an alert sound when a text message arrived.  The worst part of this phone is that periodically it would dump/erase all my text messages.  Since Verizon could not solve the problem and since Verizon blamed the manufacturer, I had no options, had no choices.  Part of being with Verizon and my crappy phone was forced upon me with a 2 year contract.  I would only have to be miserable for one more year.  Then one day my phone erased some very important text messages. At this point, I had already spent hours and hours and hours with your tech support, and I decided I needed to try and force a solution.  While talking with one of your tech people, I learned that the last phone I had been sent was sent to me with Beta software.  The software was so outdated that the phone was not updating itself.  In fact we could not update the phone manually.  So, the tech person put me into yet another HTC.  That HTC did have up to date software, but I was still having problems texting, date disappearing and other glitchy things.  So, then the next tech person put me into a Motorola.  Leary of droids, I asked for an Iphone but was refused.  The tech person told me that I could use my HTC charger for the Motorola, and that he would not be sending me a Motorola charger for the phone.  I understood.
So, I’ve been very patient throughout this.  I figured I just had a few more months to get through this misery, wait for my contract to expire, get the Iphone.  Well, I had not idea that the WORST WAS YET TO COME!  So, the Motorola doesn’t charge.  I tried charging that phone for 3 days, and nothing.  So, back on the phone with your tech support.  By the way, whomever reads this letter, I hope that someday you have to go through the tedious phone trees that I had to, only to get to Tech Level 1 which pre-screens, then you have to explain your story ALL OVER AGAIN to level 2 tech support.  Of course, I now realize that Verizon thinks that I have hours and hours of time, that it is more important for me to burn 2-3 hours of my time to save Verizon 10 minutes of their time.  I now realize just what a low opinion the company has of its “clients.”  I actually can’t refer to myself as a client anymore; I think I am one of Verizon’s chumps.
So, back on the phone, more misery, more trips to the post office.  This tech person could not believe that the new Motorola was not charging, and when I asked her if I could just get an Iphone, she said, “If you are returning a functional phone with the idea that you will get an Iphone, we will charge your for the returned phone.  They will test the phone when it arrives, and if there isn’t anything wrong with it, we will charge you.”  WOW.  So, not only have I not had a phone that works properly, but I have wasted hours of my valuable time on the phone and running to the post office returning phones, but now I am being threatened by your employee who was implying that I am a liar.  BUT WAIT, IT GETS WORSE!   So, she sends me another Motorola, and this phone wouldn’t take a charge either.  DO YOU THINK SHE SHOULD HAVE SENT ME A MOTOROLA CHARGER INSTEAD OF MAKING ME USE MY HTC CHARGER?!  How much money did you save here, $3 for a charger? So the new phone doesn’t charge, and of course now I am back on the phone tree with your tech support. BUT WAIT, IT GETS WORSE! CAN YOU BELIEVE THAT THE WORST IS YET TO COME?
So now I’m very angry. At some point, after a company FAILS you over and over, at some point you have to take matters into your own hands.  I figured I am at that point.  I ask again for a Iphone, and they say No.  At this point I figure I may have to file a small claims against Verizon or pay off my contract, something dramatic, something that will solve the problem. I am now writing down employee names etc.  This all went down last Friday, August 24th.  I talked with Deshanee.  Deshanee determines that the problem is the charger, but I explain to her that I have been reassured by two other tech people that my HTC charger is fine.  I told her I was leaving town and needed this resolved.  She said that I needed to go to a corporate Verizon store, and there she would arrange for a manager to give me a charger and charge the phone. Really!   So during rush hour traffic on a Friday, I get to run to a Verizon store and test something that might not work!!!!! Whomever reads this letter (if it every gets read), I hope that someday you have to go through this hell, frantic, running around, not knowing if I will have this resolved before my trip, and the HUMILIATION of having to do a tremendous amount of footwork, wasted time, wasted hours.  You people must really despise your client/chumps to put us through this misery and HELL!  I told  her that that was unacceptable that I wanted to talk to a supervisor.  If I go to a Verizon store during rush hour traffic on a Friday, going on my SIXTH REPLACEMENT PHONE ISSUE, I wanted to know the problem was going to be resolved.  I am not a lab rat to be sent around town for an experiment.  I asked her to get a supervisor and have him authorize me an Iphone. Deshannee reluctantly consulted with a man by the name of Chad (she refused to give me his last name), and he said, “No.”   He did not have any other solution for me other than to run to the Verizon store and test out a new charger.  I had visions of me sitting in a Verizon store for 2 hours waiting to see if a phone would charge.  At this point I am HATING VERIZON.  You have no idea the depth of my anger and resentment towards your company. I wanted to personally talk to Chad, and since it looked like I would have no other choice than to follow my orders from Verizon, I started my way to the Verizon store.  By the way, there is a Sprint store within two blocks of that corporate, Verizon store. 
So Chad is not available but Denshanee connects me with a very nice supervisor by the name of Mary. Both Denshanne and Mary were courteous and professional, and I do not blame them for anything.  I BLAME VERIZON for not giving them any customer service tools to work with.  After all I have been through, figure out a way to resolve the problem once and for all.  I had to come up with the idea terminating my contract, paying the $200 penalty, Verizon crediting me back the $200, and then I would BUY the ****** IPHONE! I suggested this to Mary, and she said that only the Customer Loyalty Dept could authorize that.  So, after being on hold for quite a while, she came back to me to tell me that the Customer Loyalty Department would not authorize it.  I was left on my own. Since the Corporate Verizon store would not give me a charger for my phone, I had to buy one.  They sold me a Verizon, Universal Wall Charger. More to come on this later. Turns out EVEN THIS ISN’T RIGHT! They should have sold me a Motorola charger.  It has taken me weeks to figure out why I can’t transfer data!!!!   So, I have spent hours on the phone with Verizon tech support to try and figure out why this ****** phone won’t transfer data. Verizon tech support was NO HELP. THEY DON’T KNOW.  So, I had to call Motorola tech support to find out that Verizon’s Universal Wall Chargers are not used for data transfer. If you people were actually trying to drive me crazy, intentionally, I would be afraid for my life.  If this is your level of competence when you are trying?
I went on my trip and of course, when I arrived in Europe, my phone did not work.  I had to get on your tech support again, and it took 2 hours to trouble shoot the problem.  Even though I had called several times to ensure my phone was international ready, to make sure I had a calling plan and a data plan, no one bothered to fill my requests.  I believe I should record every phone call to Verizon, document everything. So, even after I got on a data plan, I received alerts that I was mounting over $1,000 in data roaming charges.  I had to call Verizon several times from Europe to remedy this.  You people just love making things hard.  I hate Verizon. 
So, my new Motorola does not transfer data to my computer, for a reason I am not sure of, but Motorola claims I have the wrong USB cord.  I requested a car charger and was denied that today by your tech support person, Vondra.  She said that Verizon only warrants phones, and that we have to buy the chargers and such.  Yeah, of course Verizon doesn’t; that would cost you $3?  So, I called the Verizon corporate store on La Cienega, the store that refused to give me a charger, that made me buy one (one of your tech people did credit me back for that BTW).  I spoke with the manager, Vanessa.  She said that they don’t carry Motorola chargers. They sell the phones, but not the chargers.  I explained to her about the data transfer problem I was having, and she suggested I buy a memory card reader.  GREAT.  So, Verizon’s solution is to abandon the idea of having the proper equipment, piece meal a solution and yes, make me pay for it!
So, another item, which your tech support cannot solve, is that the phone does not work while it is being charged.   So, I called tech support again, asked to speak with a Supervisor.  I was put on hold for a long time, and the tech support person came back and told me that there were no supervisors available and that one would have to call me back.  I asked her the name of the supervisor that is supposed to call me back, and she said, “Alvin.”
So, a day has gone by and no call from Alvin.  I doubt he will call.  Your company is obviously going through some rough times.  I am sure that within a few months, Verizon’s incompetence and failings will start to be reflected in your ratings
I have visited the Sprint store, and I am familiarizing myself with what they have to offer. Early next year my contract expires, and most likely I will leave Verizon. I should take you to small claims court!  Most of all, I so much regret all the people I referred to you, dozens.  I talked up your network, I told everyone how happy I was with the service.  I was your advocate.  No longer, and I am not putting the same effort into letting people know how horrific Verizon has been with me during these last 18 months.  I am counting the months until my contract expires.  I will limp along with this broken phone until my contract expires, just has I have done with all the other defective phones Verizon has provided me with.  For a year my HTC phone ran on the first generation software, and I managed to just use it as phone, nothing much more, and that’s what I’ll have to do with this ****** piece of crap.

I believe you,  Ihave been a subscriber for over 8 years and over that period of time I have has some phones fail.  This I can accept and understand, however the policy of Verizon of only sending out recertified phones is a joke.  I have had over 10 replacement phones sent out to me an none have actually lasted more that 1 month.  Last year this went on and on, I was able to fix this by upgrading to the samsung stratosphere.   My son's Pantech phone failed and was replaced several  times and to  resolve this, I ended up purchasing a replacement from  Amazon.
My worked fine at first, then the internet started to get really buggy and hard almost impossible to connect.  I was very hesitant to have them send a replacement because of my experience with the replacement phones, however I had to concede because I could not connect to the Internet.  I was assured that the replacement would undergo a 100++ point check.  It arrived and I was happy with it, however a week later, it stopped charging. I spoke with a supervisor and the options he had for me was 1. keep going thru the warranty replacement process, 2 they will send me a downgraded phone (a 3G, unlike the 4G that I bought) or 3. they will buy it back for ... wait for it...$68. Another supervisor told me then they will have to keep sending out phones, every week if needed.  
As expected the replacement phone failed again, and out of frustration I called again and they connected me to a manager immediately (my account is flagged because I filed a complaint with the BBB.  And for once I got a helpful person, he told me they could not ship a new phone, but a different brand, the Motorola Droid 4, I said I want to keep the Stratosphere because of the car dock and desk dock, he said they would give me new docks as well.  This seemed like a good deal, so I accepted.  The Droid arrived and I was setting it up, transferred the sim, the 32 GB SD card, contacts and all.  I noticed that the sim was not registering, it showed no data, I tried to remove it and it BURNED my hand, needless to say it fried my SD card with all the data, photos, etc....
When I was using a basic phone, this was not a big problem, just move your contacts and you are done. With smart phones this is a lot harder, you have to load all the apps and settings again.  My stand is that I am paying $200++ a month for decent service... not even perfect, just decent.  I get defective phones and Verizon is not willing to rectify this.  I spoke with someone from the executive office of verizon and basically her answer was to keep replacing the phones until one works,, buy an new one at full retail price or get it from a third party like Amazon or Ebay....or...get this since I am 5 months away from my upgrade date, they will LET me do an early upgrade to any non apple product, but PAY an early upgrade penalty. 
Right now I think that I will use one of my phones, BUT I will aside from the complaint with the BBB, I am filing a complaint with the FTC.  I wrote this on the forums a few weeks ago, but of course no one from Verizon will have the B@ll$ to answer this. 
Message was edited by: alexander ruiz

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