How do I get Customer Service from people who do not want to give it?

I recently went into a Verizon store to try to upgrade my phones. I am on a Family Plan. When I renewed my contract 2 years ago, one of the phones received was defective. After going back to the store several times, it still did not work properly. I asked for a replacement. I was sent a refurbished phone, which I did not want and complained. I sent it back and was finally sent a new phone. Now it's time to upgrade. The catch is that the date I can upgrade on 1 phone was set back 2 months-- the time it took to resolve the problem with the defective phone. In essence, I was being punished fo rreceiving a defective phone. The clerk in the store called customer service for me. I spoke to someone who had the authority to make

sfocean wrote:
Thanks for your reply. Yes, I agree that when a new phone is purchased, the contract date is renewed as well. However, I had just purchased new phones and one was defective- not my fault. After their failed attempts to get this phone to work, I finally received a working phone, as described in my post. It seems unconscionabl;e to me that they would do something like this. So-I'm on a "Family Plan" with 2 different contract dates? Doesn't make sense. Also, how can they institute a new contract without my ok?
Appreciate the feedback.
1st of all, by activating the "new" phone, you are agreeing to the ToS and "giving your ok".
Next, when you renewed 2 yrs ago, you signed a contract in which you had 30 days to return the phone in exchange for a "new" one. After this 30 day period, you "agreed" to refurbished replacements by signing the original contract and activating your original phone, thus agreeing to the ToS. YOU were not willing to adhere to the contract and ToS which you had previously agreed to, but you now want Verizon to follow those terms that you have already backed out on?

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I bought a Gift Card on 22 October from the local supermarket. It apparently wasn't activated by them. Somehow Apple have made that my problem. My first request was answered by a computer. I am now dealing with humans who do not seem to have any authority to resolve the issue. This is a ridiculous waste of peoples time over something that is relatively simple.
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sfocean wrote:
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