Why I had no problems with the VZW employees and other people have?

Question

I think that most people who cannot resolve problems with the VZW have an attitude problem.
Wise saying:  you can get more with honey than with vinegar.
Since I “upgraded” my old Samsung Sway to a new Samsung Intensity III, in the past three weeks I spent many hours dealing with the VZW store employees, customer service reps, and tech support people. The phone was replaced two times, and I had no problem getting the replacements.
The third phone did not working how I expected.
Today I called VZW customer service and said I don’t need anymore trouble shooting and I wanted find a resolution, which will be satisfactory to both of us. After a short conversation with a customer service rep, I was connected with a tech support. I told him that I don’t need any more trouble shooting on the Samsung Intensity III because I already spent HOURS doing that on three devices.
We spoke about what the VZW could offer me, about replacements with different phones, etc. Our conversation ended with me offering the resolution that could satisfy me, which was to keep this phone and my account will be credited for the $30.00 “upgrade” fee and I will buy Samsung Sway on eBay. NO PROBLEM. 
My account was credited and I was advise about the ESN number and activation.
Why I had no problems with the VZW employees and other people have? The answer is simple. I did not have attitude when I was spoke to them.
So if you want the problem to be resolved, put your anger in you pocket before you start the conversation. You can say that you are angry, frustrated, etc like I did, but add that you understand that this is not their fault that the manufactures makes a crap phones.

Answer 1

Yes, you are right. I lost my upgrade. Also, it’s true that I could buy the phone on eBay… if I knew then what I know now. In the past, I never had problem with any of my phones. Doing an upgrade with the VZW was a normal thing for me. I didn’t expect that Samsung Intensity III would be a junk phone.  My last upgrade was 4 years ago. I had $50.00 ‘new every two’ credit on my account, which was used for an upgrade.  I lost the $50.00 credit paying for Samsung Intensity III. Sometimes we learn from our mistakes or from a bad experience. Three weeks ago I did not know that I could buy a phone on eBay and activate with VZW without paying $30.00.
Samsung Sway is coming from …eBay – keep your fingers crossed for me.