Anyone else misled by Verizon CSRs and even insulted by one?

Question

@I tried to update to the lollipop OS.  It bricked my phone.  It powers up to an image of the dead android with a red triangle with a black exclamation point in the center, then it will turn itself off and back on to the dead android again.  I cannot find a direct line to speak to a customer service rep with Verizon.  I do not understand why a contact number is not given on the website.  I had to do an internet search for that information.  A refurbished phone is being sent as a replacement. 
My father has Alzheimer's and if I am not with him, I have to be able to be contacted by the person caring for him.  This phone is useless.  I don't see this as an issue with Verizon, I see it as an issue with the phone and the phone manufacturer.  However, I have been given the runaround by customer service and they do not make it easy for their customers to contact them.
I was told the replacement phone would be sent to me via overnight delivery.  It did not arrive and I checked the tracking number and it was actually sent via 2-day delivery service.  I was told that I might be able to get a loaner phone, based on my situation, from a local Verizon store while waiting for the replacement.  I was later told that no Verizon store in my area has a loaner phone available. 
The representative on the chat-support line told me that Verizon no longer offered  loaner phones.  This contradicted what I had been told by multiple people, all day.  He then said that I should ask a friend if they have a spare phone that could be used.  He said that would be the best option for a temporary solution, but only if I had friends that liked me well enough to loan me their spare phone.
This is the second time I have had to have a replacement phone sent to me.  I have a special needs family member and I cannot be without a phone.  His joke, though I see it as a joke and no personal malice was intended, was completely unprofessional and inappropriate.  I submitted the request for the chat transcript to be emailed to me, though the Verizon website.  I have not received the email of that transcript, either.  I remarked, in the closing survey, that I did not appreciate his remark and that it was in very poor taste.  I have not received any kind of reaction to my information given in that customer service survey.
I switched from Sprint to Verizon for the coverage and what I thought was quality customer service.  Whether intentional or unintentional, I have been misled and insulted by the company with whom I had chosen to do business.  I can and will make the choice to take my business to its competitor, now.
Does anyone know of an email address or link that I can use to get the details of my experience to someone at Verizon that can, at the very least, say the actions of their representative were not typical of their company?  I'm not trying to yell and scream until I get something for nothing.  My mind is made up.  I will take my business elsewhere.  I just do not feel that I should be insulted and treated in this manner because I am merely one of millions of customers and my business is not important to them.
Can anyone point me in the right direction?

Answer 1

nuno2112 wrote:
I was told the replacement phone would be sent to me via overnight delivery.  It did not arrive and I checked the tracking number and it was actually sent via 2-day delivery service.  I was told that I might be able to get a loaner phone, based on my situation, from a local Verizon store while waiting for the replacement.  I was later told that no Verizon store in my area has a loaner phone available.
The representative on the chat-support line told me that Verizon no longer offered  loaner phones.  This contradicted what I had been told by multiple people, all day.
I don't see this as a contradiction. You were told you MIGHT be able to get a loaner phone, not that you WOULD be able to get a loaner phone. This made no mention of Verizon's policy one way or the other. Possibly some locations have local programs to provide loaners where others don't necessarily have them. If it was Verizon policy to give loaners, ALL locations would have them. It is possible Verizon leaves it up to the local manager/store for that decision to provide such a program. You very well may be able to get a loaner phone from a Verizon location.
nuno2112 wrote:
He then said that I should ask a friend if they have a spare phone that could be used.  He said that would be the best option for a temporary solution, but only if I had friends that liked me well enough to loan me their spare phone.
This is the second time I have had to have a replacement phone sent to me.  I have a special needs family member and I cannot be without a phone.  His joke, though I see it as a joke and no personal malice was intended, was completely unprofessional and inappropriate.
I don't see this as a joke, either, simply an attempt to help you out. I have loaned/given my old phones out to friends/relative MANY times in the past. I wouldn't necessarily give them out to just anyone, though, as I may actually need it in the future. What some see as a slight, other might not necessarily agree.