Fed up with the lies from Verizon on a problem going on for 4 months now..

Question

Back in March and a month even before that, my daughter was having problems with her Droid 3 the phone kept shutting off and wouldn't stay on long enough to even try to fix/reset the phone with technical support,  In that time they had sent a replacement (actually several refurbished phones that all had problems and needed to be returned)  Eventually my daughter decided to keep the last one since she was due for an upgrade, when the last phone was returned a month later we got an email saying the phone was returned damaged and they are charging us $299..  When it left our hands the phone was fine other than it not working correcting (which is why it was being replaced to begin with)  There were pictures taken on Verizon's end and it showed a tiny hairline crack on the top glass, also the box was crushed with creases and extra shipping tape added (all together different from when we shipped it) So basically they said it was our word against theirs.  Now keep in mind my daughter pays for insurance every month on her phone, she had several problems with the Droid 3 (which isn't even offered anymore) and she is available to get a new phone.  So why would she risk having to pay $299 for a phone returned that was a non working refurbished phone when she could get a brand new phone for even cheaper. 
Since March we've been calling talking to one operator after another, each time having to go through the whole story of what had happened. The first man we spoke to said he'd talk to his manager and take notes on our comments etc.. and would get back to us in the next day or two..  after two weeks I called again.  This lady said she'd look into it.. and do the same, take notes and pass on to her manager, by the 4th call after a month I started asking to talk to the manager, of course we've been told different stories, from they don't allow customers to talk to managers to the managers aren't in the same building where they are and they will have them call back..  In between that first two months we spoke to operators that were so rude and ones that were sympathetic but told "I'm sorry I really feel for your problem but there's nothing I can do.. "  So we'd call back again in hopes to get someone that could ACTUALLY HELP.  Each time being told we will call you back to let you know we are looking over your case..  To this date.. 4 months plus.. NO ONE PERSON HAS EVER RETURNED A CALL OR CONTACTED US TO FURTHER DISCUSS THIS PROBLEM!  and from the last 6 calls made in the pass week.. found that half the people we talked to never even made notes we spoke or even what we spoke about.. we have 5 phone lines and been customers at least 15 years or more.. brought in several friends and family to Verizon and this is how we are treated.. oh wait.. we are just a small nobody and they are a big multi-million dollar company who wants to rip off people who have been nothing but loyal and who don't have a lot of money to pay for mistakes that were out of our conotrol.. Some of the options that they offered my daughter was to finally use her insurance that she pays $10 a month for and they'd take off $199 she can pay $100 for the bad phone and then buy her new Galazy S4 for $200.. or send in the bad phone and get $100 but still pay the $199 plus $200 for a new phone.. we were even told twice that the charge of $299 was going to be taken off the bill only to find that 1-2 days later it was denied.  Nothing like getting you all stress relief thinking this is finally over to find out that you're back to square one and no where near getting anything solved or even talking to anyone that can really help or make a decision on this..on top of all this I have a health condition and it has not helped that in any way;  I finally spoke with a Jordon Friday and he was so nice and sincere and told me he'd talk to his corporate manager Rick and he'd throw me a text Saturday to let me know things were sent to this manager and well here it is Tuesday and no return reply of any kind...  I called again and there was a Jordon in the notes but nothing did he write about talking to his manager or anything else he told me...  lie after lie after lie with every customer service person....  Doesn't Verizon train these people??  Is this how a big company is run?  Just get anyone off the street to work for you?  I'm at the point I'm ready to contact the media to try to get something resolved..  4 months is entirely too long to be lied to and not have one person get in contact with us to try to solve this especially for a phone that isn't even offered anymore.. and that was used to begin with and I'm sure they will slap a screen on that was from another broken phone and resell it for an unreasonable price..  I just want to talk to someone in corporate that can help me..and get this resolved.. I'm so sorry that I just upgraded my phone and stuck in another contract..  funny how too they didn't add any charges till last month after we upgraded our lines..  because I'd definitely leave Verizon for the lact of support and the rudeness we've received...  Please comment if you;ve experienced these same problems...  Thank you!

Answer 1

Back in March and a month even before that, my daughter was having problems with her Droid 3 the phone kept shutting off and wouldn't stay on long enough to even try to fix/reset the phone with technical support,  In that time they had sent a replacement (actually several refurbished phones that all had problems and needed to be returned)  Eventually my daughter decided to keep the last one since she was due for an upgrade, when the last phone was returned a month later we got an email saying the phone was returned damaged and they are charging us $299..  When it left our hands the phone was fine other than it not working correcting (which is why it was being replaced to begin with)  There were pictures taken on Verizon's end and it showed a tiny hairline crack on the top glass, also the box was crushed with creases and extra shipping tape added (all together different from when we shipped it) So basically they said it was our word against theirs.  Now keep in mind my daughter pays for insurance every month on her phone, she had several problems with the Droid 3 (which isn't even offered anymore) and she is available to get a new phone.  So why would she risk having to pay $299 for a phone returned that was a non working refurbished phone when she could get a brand new phone for even cheaper. 
Since March we've been calling talking to one operator after another, each time having to go through the whole story of what had happened. The first man we spoke to said he'd talk to his manager and take notes on our comments etc.. and would get back to us in the next day or two..  after two weeks I called again.  This lady said she'd look into it.. and do the same, take notes and pass on to her manager, by the 4th call after a month I started asking to talk to the manager, of course we've been told different stories, from they don't allow customers to talk to managers to the managers aren't in the same building where they are and they will have them call back..  In between that first two months we spoke to operators that were so rude and ones that were sympathetic but told "I'm sorry I really feel for your problem but there's nothing I can do.. "  So we'd call back again in hopes to get someone that could ACTUALLY HELP.  Each time being told we will call you back to let you know we are looking over your case..  To this date.. 4 months plus.. NO ONE PERSON HAS EVER RETURNED A CALL OR CONTACTED US TO FURTHER DISCUSS THIS PROBLEM!  and from the last 6 calls made in the pass week.. found that half the people we talked to never even made notes we spoke or even what we spoke about.. we have 5 phone lines and been customers at least 15 years or more.. brought in several friends and family to Verizon and this is how we are treated.. oh wait.. we are just a small nobody and they are a big multi-million dollar company who wants to rip off people who have been nothing but loyal and who don't have a lot of money to pay for mistakes that were out of our conotrol.. Some of the options that they offered my daughter was to finally use her insurance that she pays $10 a month for and they'd take off $199 she can pay $100 for the bad phone and then buy her new Galazy S4 for $200.. or send in the bad phone and get $100 but still pay the $199 plus $200 for a new phone.. we were even told twice that the charge of $299 was going to be taken off the bill only to find that 1-2 days later it was denied.  Nothing like getting you all stress relief thinking this is finally over to find out that you're back to square one and no where near getting anything solved or even talking to anyone that can really help or make a decision on this..on top of all this I have a health condition and it has not helped that in any way;  I finally spoke with a Jordon Friday and he was so nice and sincere and told me he'd talk to his corporate manager Rick and he'd throw me a text Saturday to let me know things were sent to this manager and well here it is Tuesday and no return reply of any kind...  I called again and there was a Jordon in the notes but nothing did he write about talking to his manager or anything else he told me...  lie after lie after lie with every customer service person....  Doesn't Verizon train these people??  Is this how a big company is run?  Just get anyone off the street to work for you?  I'm at the point I'm ready to contact the media to try to get something resolved..  4 months is entirely too long to be lied to and not have one person get in contact with us to try to solve this especially for a phone that isn't even offered anymore.. and that was used to begin with and I'm sure they will slap a screen on that was from another broken phone and resell it for an unreasonable price..  I just want to talk to someone in corporate that can help me..and get this resolved.. I'm so sorry that I just upgraded my phone and stuck in another contract..  funny how too they didn't add any charges till last month after we upgraded our lines..  because I'd definitely leave Verizon for the lact of support and the rudeness we've received...  Please comment if you;ve experienced these same problems...  Thank you!