Iphone--verizon's lack of customer loyalty

Existing customers are not eligible to purchase the iphone at promotional price unless they are due for an upgrade. We do have the option of paying full price for the iphone. This is clearly a slap in the face to existing Verizon customers.

omg people shut up and stop bitching ive been eligible ever since 3/14/10 for an upgrade and ive waited to use it on the iPhone. Its not Verizons fault that you can't wait for the iPhone. Yes I do realize that 4 years one week and two days is a long time but if you had been patient then you wouldnt be complaining right now. I also think Verizon did some math, they probally saw how many people ARE ELIGIBLE NOW and made that many or less availible for pre order. If they allow the flood gates to open the people that didnt wait, people like ME THAT DESERVE ONE MORE THAN THE PEOPLE THAT ARE NOT ELIGIBLE AND DIDNT WAIT wont get one on the 3rd or the 10th. So stop complaining about how they aren't honnoring you.

Similar Messages

Misrepresentation by Verizon - and lack of "Customer Service"

I have tried to follow the "proper channels" and no one seems to care - so here is the letter I sent to the "Correspondence Team" minus my personal information.
Verizon Wireless
Attn: Correspondence Team
P.O. Box 5029
Wallingford, CN 06492
To Whom It May Concern,
First, please know, we have been loyal customers with Verizon for approximately 8 years; and, up until this point in time, we have been pleased with our service provided by Verizon Wireless. With this timespan of provided service, I am estimating that we have spent in excess of $15,000 with your company.
We have two children in college, and with their urging, we recently decided to upgrade our phones to the smart phone technology. For years, we had been satisfied with our antiquated flip-phones. This is where our nightmare began. On March 31st, we saw an advertisement for Verizon that you were offering a new plan for the amount of $160.00 per month with unlimited text, talk, and 10GB of data – with a buy one get one free Samsung Galaxy S4 phone. We attempted to explore this offer on-line; however, your website was not working. We then saw an advertisement on your website for a phone number to call about the “Edge Program.” We called the number and were connected with Charles Brown. He was eager to assist us with our needs. I do not have his employee number; however, his phone number is (888) 924-7934 ext. 8486.
For about the next 2 hours, Mr. Brown discussed the plan with us and assured us that this was the plan that would be the most beneficial. The new plan would provide the unlimited text, talk, 10 GB of data and 4 new smart phones. During this time, he assured us that our bill would be no more than $175.00 per month for both the service plan and the phones. He stated that we were up for renewal on several of our phones and we would receive rebates on each of these phones. He continued to assure us that with our initial deposit on the phones and with the rebates, our total bill would not be more than $175.00 per month. We signed the agreements with him continuing to assure us of this situation. The night we signed the contracts, we received 17 emails regarding our new service.
Within the next few days, we received two of the phones. The bill that arrived stated our bill would be $240.00 for these two phones. We contacted Charles and he stated: “Oh, don’t worry about that! When you have activated all 4 phones, the rebates will kick in.” It then took an addition two weeks to receive our next two phones.
We then received our next statement for the period of March 13 through April 12 for the amount of $380.00. We attempted to contact Charles with no success. We thought, well, we just activated the phones. Perhaps, these rebates have not taken effect yet. We paid $180.00 and again attempted to contact Charles. We have made these attempts numerous times to no avail. Apparently, he has made his commission and is done.
Our next bill arrived with a current charges of $278.35 with an additional past due balance of $200.04. No credits or rebates had been applied.
On May 21, 2014, I contacted Verizon Customer Service. After speaking with one lady, I asked to speak to a supervisor. I was connected with Kelli (employee number 992300). I told her of the above stated events and gave her our concerns over the fact that we had been lied to by Mr. Brown. She placed me on hold to do “a little research.” When she returned, I also inquired if all sales phone calls were recorded. She stated they were. She asked if we were offered the plan with a 2 year renewal contract and I told her that during our 2 hour conversation with Mr. Brown, that the only plan we were offered was the “Edge” program. She then offered to switch us to a 2 year renewal service plan including the phones we had received for $183.00 per month. I agreed to this verbal agreement. She then asked if we had signed the Edge contract and I stated that yes we had with the assurance from Charles that we would receive the rebates. She then retracted her offer and stated the best she could do was a 6 to 12 month credit to our account. I declined and asked her to listen to Charles Brown’s recorded conversation with us. She stated she would and stated twice that she would call us back within one hour. It is now May 25th and we have yet to hear from her.
After one and half hours passed, I called the customer service number again and after asking several times to speak with a supervisor, I was connected to Marcus (6805). He did tell me that it would take up to 72 hours to research this type of request. I stated that I thought that was reasonable; however, I was promised a return call within 1 hour. He stated he would continue to follow up on this situation.
In all honesty, I do not expect to hear from either of these representatives. I feel that I was make promises just to get me off the phone and they have no intentions of following up on my requests.
We do not wish to cancel our service with Verizon; however, we are feeling that we may have no choice in this matter. We feel we have been lied to, ignored, and unvalued as a loyal customer. I also feel that “calling customer service” would be a waste of my time and energy and would only result in further frustration and anxiety. We contacted AT&T and they have stated they would be more than thrilled to meet our telecommunication needs.
What can you do to help? Please review our multiple conversations with Mr. Brown. You will then find that our concerns of untruthful statements are legitimate. We would be more than happy to switch to the 2 year contract for $183.00 per month. If this is not available, we will be forced to switch to another service provider.
We would appreciated any further consideration of this matter and if would like additional information, please do not hesitate to contact us at our home number or respond on this forum.
Sincerely,
A Very Unhappy, and soon to be former, Customer

Although long in your post the situation was somehow messed up.
Like the AT&T plan you are alluding to the price is $160 plus taxes and fees per month in addition to the Edge Plan charges of at least $100 for the four phones ($25x4=$100) so that would be $260 plus taxes and fees. There could also be pro rata charges for partial month of service. First bill is higher in many cases.
Now if you were just going to purchase four new smart phones under a 2 year contract each there is the cost per device at subsidy say $200 each or ($200x4=$800). Plus 4 upgrade fees at $30 is $120 plus the cost of a plan you choose with shared data. So $920 plus plan say at the lowest rate share plan to be $160 plus taxes and surcharges. You would have received an invoice way over $1000.00 so you were put on the edge plan.
You were misinformed as you have to pay a cost for each device for 20 months.
You may have not heard that point in the conversation. Or it may not have been told at time of sale.
I hope the letter works out.
Good Luck

Price changes and lack of customer loyalty prevent me from upgrading.

I just spoke to two representatives over chat on this site and on the phone. Bot reps informed me I would have to pay over $30 more per month to simply add a phone line to my account which should only be $10. They will not go outside the "bundles" to offer services. They told me I would have to upgrade my internet speed and cable package just to add a landline. I'm a verizon wireless and fios subscriber who pays my bill on time every month but they would not work with me. I'm usually able to talk sales people into giving me what I need for the right price but I was stonewalled. I'm happy I have a month to month plan because I may have to switch bacck to Cablevision.

Hi rmpagejr3,
I'm so sorry you've had to spend so much time and effort on your price match request; it is certainly not intended to be such a chore for our customers. I was glad to see that Heidi from our Facebook team reached out to you last week. Please let her know if you require any further assistance.
Regards,
Elizabeth|Social Media Supervisor|Best Buy® Corporate
Private Message

Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon. I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums. This seems to be an ineffective place to make such statements. With that said, I write this post with little expectation of satisfaction in remedying the complaint. In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction. Consider this post an indication of one such dissatisfied customer.
As background, I have been a steady Verizon customer for about 12 years (give or take a year). In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments. I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories. The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon. My first Verizon phone was the Motorola V60i - top of the line at the time.
Recently the credit card I have on file for auto payment expired. I knew it was going to expire and updated the account with a new card as soon as it came in. Apparently this update did not stick. About two weeks ago, my wife began getting phone calls from Verizon. Each time they called it would be from a different out of region phone number. Each time an automated voice would leave a message about "changes to the account". The calls increased to about 5 per day with several text messages throughout. The first red flag is that her line is a secondary number, whereas mine is the primary. If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder. They did not.
This continued for about a week. The calls and the texts would come during working hours and into the night. I called one of the numbers back. After pressing # to do this and # to do that, I was given a choice. Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately. Since I had already paid the bill, I pressed 2. The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement. Failure to pay the bill would cause an interruption in my service.
My problems-
1. Verizon should not call a secondary number to discuss the bill. Luckily the secondary number was my wife's. What if it had been a teenaged child?
2. Verizon should not engage in such harassing techniques. I have been a loyal customer for over a decade. A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately. It went too far for no reason.
3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
It is for all these reasons that I am dissatisfied with Verizon currently. I am not currently under contract and I am shopping for another provider. While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything. Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this. After all, a simple call from a human in the first place would have corrected this.
My question to the rest of the forum is, "Am I the only one in this boat?"

JonathanK_VZW,
First, thank you for taking the time to respond to my statement. I appreciate that you took the time to do so.
However, I don't think that your response addresses my concerns. I thought I had paid the bill as explained above. Your financial department acted in a harassing manner by contacting a secondary phone number on my account. Not once did anyone or any automated communication contact my number, the primary account holder. The calls were as many as 5 in a day with several text messages. The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information. In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
Luckily, the secondary number your financial department decided to contact was my wife's number. Had it been a child's phone this complaint would have a completely different tone. However, any number of other customers may not be so fortunate. You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice. That answer only makes sense if you attempted the primary account holder first. You did not. Not one instance.
You mentioned that the volume of your customers prevents you from giving each one personalized service. I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered. May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself. The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem. More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
Again, JonathanK_VZW, I do want to thank you for taking the time to respond. That is sincere. I did not expect Verizon to respond. I would like my concerns to be passed to your supervisors and then to their supervisors. I believe my points are valid criticisms of Verizon's current customer services. I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent. I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
To the supervisors:
Any productive organization has to develop strategies that manage the work load while maintaining quality. Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times. Effectiveness and quality are lacking. It is time to develop a new strategy - a working strategy. Your customers would appreciate it.

Verizon Wireless lack of respect for customer base!

I have never, ever in my life as a customer of Verizon Wireless been treated with such distain as yesterday! From multiple CSR's to a Manager who flat out told me his hands were tied in his position. From the lack of respect to lack of responsibility! Being a 5 year customer who's $190.00 a month for my own personal line, to be led around blind is disheartening. I am eligible for an upgrade in about 6.5 months. Recently dealing with iOS problems and a rising cell bill made me want to look into the upgrades and what the best options for me be it with Verizon or elsewhere. Wanted insight regarding the Edge program and do some comparing. Too say the least, I did NOT get any of those answers. Even after being escalated to a manager, a day later, I am uninformed and surprised regarding Verizon's lack of respect for their customer base! This morning I tried locating some contacts for upper management for Verizon and haven't been very successful! Does anyone have any contact info to voice my lack of concern within the company before allowing their customer service reps and entry level management to let their core base of customers walk? I would be appreciative!
-RWJ

RSWJ4681,
We do not want to see you go. I can assure you that we truly respect you and value you. What exactly were you looking for information regarding we your reached out to out customer service team? What did the Supervisor advise you that their hands were tied on? Please provide additional details.
LindseyT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

I bought a 4G SIM activation kit on the advice of a CS rep, who said I could change out the SIM card on my Verizon Droid X (currently in use with a customer loyalty plan) and switch it to a prepaid plan. But now it appears there is no SIM card to switch o

I bought a 4G SIM activation kit on the advice of a CS rep, who said I could change out the SIM card on my Verizon Droid X (currently in use with a customer loyalty plan) and switch it to a prepaid plan. But now it appears there is no SIM card to switch out. Google search finds several others have asked that question and the Droid X doesn't have a SIM card, apparently. But, the 4G SIM activation kit "Compatibility" tab claims that it is compatible with the Droid X, so what is the real story here? Do I have to send this kit back to you?

No. Call Apple Care and give them the serial number. They may be able to tell you who it is locked to.

Lack of Customer service unacceptable

I went to my local Verizon store 2 weeks ago to discuss how I could lower my monthly bill - the manager advised me that changing the name on my account to my husbands name would lower the bill substantially because of state credit - we changed that day - I just received my new bill and it is higher than the original - I went back to Verizon to discuss and was told I must have misunderstood - even though I have a paper with the managers figures on it - and because I changed the name on the account I no longer qualify for a loyal customer discount - incredible lack of customer service and rude - I will now take my business elsewhere as it seems Verizon does not care about loyalty to good customers. I will also tell anyone who will listen to Never sign up with this company - Shame on you Verizon!

I was told that I could qualify for the 4 lines for $140 that is being offered at this time (even though I only have 3 phones 2 of which are iPhones) and with the discount for changing account to my husbands name (because he works for the state of NJ) the total monthly bill would be $113. I purposely went there to lower my bill and when I left that is what I thought happened. The manager even wrote out the different plan options on paper that I took with me I can scan this and send to you if needed - when I came back with my husband the manager passed me to an associate to give her experience - she had to keep asking questions and eventually needed to call into main office to make changes. I would have never agreed to make my bill higher and am desperate to get this straightened out. I did not even realize this happened until I received my current invoice for $209 - when I went back to the Verizon yesterday I spoke to someone (unfortunately I did not get her name) she stated there was nothing that could be done and maybe I just didn't understand what I did. Then she proceeded to go to another person and loudly state "Oh she's just mad because she didn't know what she is doing". She also told me that by changing the name on the account I no longer qualified for a loyal customer discount. Any help would be much appreciated and I am really hoping that I can continue my relationship with Verizon.
Thank you
>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
#yiv7047612359 img
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A message from the Verizon Wireless Community
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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Customer Loyalty

Customer loyalty is non-existent. VZW cares more about new customers than loyal customers. I would like to see a customer retention program since it is actually cheaper to keep a current customer than it is to recruit a new customer. And please do not say the great service is what you get for being a loyal customer. I pay for that great service every month. If you shop at the same store for years then they give you coupons and other special offers. Why doesn't VZW? Customer retention plans are standard for any large business that wants to keep its current customers. I want price matching for other websites. I want to pay the same price for my upgrade as new customers pay. Right now a new customer can get the Galaxy Note 3 for $139 on Amazon. I want VZW to match that price for me since I have been paying for their service for over 8 years. I don't think that is asking to much for any customer that has successfully completed more than 1 2year contract with VZW. Their great service does not in any way make up for this lack of customer retention effort. I pay more per month than any other wireless carrier for that service. Now what is VZW going to so for me so that I want to keep paying them every month for the next 8 years? AT&T is gaining ground fast. I can switch to them and get a new phone cheap/free and still get great service. Why shouldn't I do this if VZW doesn't care to keep my business?

Lin71 wrote:
Yes, I said that. I also said that there is no reason to keep paying for that service since AT&T now offers competitive service levels. I believe you missed the point entirely. Customer retention should be a priority for all large corporations. It is more cost effective to keep existing customers that to obtain new customers. Customer retention was the whole point of this post. Focus on the issue not on a single comment out of an entire paragraph, please.
AT&T doesn't price match either. Their upgrade fees are higher and their throttle their existing customers who still have their retired unlimited data plan. It doesn't look like AT&T doesn't have customer retention as a higher priority then Verizon Wireless.

Customer loyalty program?

I have been challenging Verizon WIreless lately for (in my view) their lack of a decent customer loyalty program. I have been with Verizon since 1999, and my bill/equipment has went from 2 voice-only phones for about $50 a month to my current 5 smartphones (two 4G/LTE, three 3G) for about $332/month. Every time I see a promotion, and I look into it, it is always for new customers only, or it is something I cannot use (like buy one get one free).
I feel taken for granted, and I would like Verizon to "show some love" for long term loyal customers, and offer loyalty program awards that are not available to brand new customers. Potential examples include service discounts based on years of service, reduced fees for minutes/data overages, periodic bill credits for longevity on your contract, and reduced price upgrades after one year. (It is my experience, with three teenagers, that smartphones only last about 10-14 months, and the Assurion insurance plans add up when you have them on 5 lines...). I would also REALLY like my employee discount applied to my ENTIRE bill, not just the primary line:-)
(I had a similar complaint with DirecTV, and they gave me a credit for 3 free PPV movies for sharing my thoughts with them.)

Bill_Sugas wrote:
I have been challenging Verizon WIreless lately for (in my view) their lack of a decent customer loyalty program. I have been with Verizon since 1999, and my bill/equipment has went from 2 voice-only phones for about $50 a month to my current 5 smartphones (two 4G/LTE, three 3G) for about $332/month. Every time I see a promotion, and I look into it, it is always for new customers only, or it is something I cannot use (like buy one get one free).
you can use bogo IF you have 2 lines that are eligable
I feel taken for granted, and I would like Verizon to "show some love" for long term loyal customers, and offer loyalty program awards that are not available to brand new customers. Potential examples include service discounts based on years of service, reduced fees for minutes/data overages, periodic bill credits for longevity on your contract, and reduced price upgrades after one year. they used to do this. you can still do this after 2 years
(It is my experience, with three teenagers, that smartphones only last about 10-14 months, and the Assurion insurance plans add up when you have them on 5 lines...). its thier responsibility to take care of the phone, not verizon to supply them with a new one all the time. if they cant take care of it they dont need it. get them a $20 pre paid until they learn to be responsible
I would also REALLY like my employee discount applied to my ENTIRE bill, not just the primary line:-)
this is often negotiated between verizon and your employer. please contact them and ask them to trya nd get this for you
(I had a similar complaint with DirecTV, and they gave me a credit for 3 free PPV movies for sharing my thoughts with them.)

Customer Loyalty Call

So, I finally answered a call from an 866 number I didn't recognize and found that it was from the "Verizon Wireless Customer Loyalty" department where they were trying to get me to agree to leave my unlimited data plan and go to another plan. She said it would save me $16 / month, but the reality of it was that it would cost me a lot more for data and that I would be forever off the unlimited data plan. (Her plan would only give me 500MB/month.)
So, instead of just hanging up on her, I decided to ask her why VZW wasn't as loyal to its customers as we have been to them. (I've been with them for over 16 years now.) I pointed out three main areas of concern for me:
Coverage in my area is a serious problem. Even though the map says we have full coverage, when talking to the network people, they acknowledge the area is full of people that have been forced to buy femtocells (aka Network Extender.) I asked why we were required to pay an additional fee to get coverage that is already promised and paid for. (Especially since I'm less then 3 miles from one of their stores and Verizon has a huge complex in the city.)
I pointed out the serious lack of Windows Phones and explained that a lot of people want more variety. We go into the store and see tons of other devices, but only a couple of Windows Phones (and they dumped their flagship device after only a few months.) I pointed out how badly I am often treated when I go into stores to help other people (friends & family) buy devices because I want to show them all the possibilities, not just Android & Apple. Later in the conversation, she pointed out that I could get "free" upgrades right now, but I once again pointed out that there were no Windows Phones at Verizon that I wanted. (But did point out the 1520 device over at AT&T that would be acceptable.)
I had another point, but I can't remember what it is right this second.
During the conversation, she kept trying to deflect the problems by telling me that she was with the loyalty department, to which I kept asking why Verizon Wireless was not as loyal to the customers as we've been to VZW. She would tell me to contact customer service, but explain I've tried that many times. I've even tried contacting executives within the company, but nobody seems to really care about the customer needs or desires.
At that point, I think she was completely exasperated with me - I don't think she expected me to explain to her the problems we've been having. Finally, she just said if I had any questions to call some number and hung up. She wasn't rude, but I would have preferred for her to actually listen to what I said and try to escalate the problems. (She also asked for permission to go into my account, which I told her "No!", but she did anyways.)
Now I'm wondering if they'll go ahead and make the changes..... even though I specifically told them not to. (I wouldn't be the first time.)

I feel your frustration but why do so many only hear the word SUE? I am amazed of the level of issues that you have had with the device and CS, I have been with them for about 4 years and everytime I had a issue they have resolved my issues rather easily and the device has been working incredible for me.
Have you tried to hard reset the device?
Hard Reset - HTC Thunderbolt ADR6400
Performing a hard reset will remove ALL data including the Google account, system data, application data, application settings, and downloaded applications. Only perform this reset if absolutely necessary.
If the preferred method is not available, there is an Alternate Method.
Preferred Method
From the Home screen, select the applications tab (lower-left corner).
Select Settings.
Select SD & phone storage.
Select Factory data reset.
Select Reset phone.
Select Erase Everything.
Alternate Method
Press and hold down the Power Key (upper-right corner).
Select Power Off.
Press and hold the volume down key then press the Power / End key.
When the HBOOT screen appears, release the keys.
Press the volume down key to select Factory Reset then press the Power / End key.
This boot process takes several moments, reference the progress bar located in the upper-right. If the device hangs or freezes, remove / replace the battery, refer to Inserting / removing the battery for additional assistance.

Does customer loyalty mean anything?

How about taking some action on some customer loyalty. Never saw a company who does just not care about their customers. I am finishing
up on my second 2 year contract you would think that Verizon would give a ****.
Subject was edited for bevity by: Verizon Moderator <<>>

Ernie
Surely you can understand why people do not want to pay £200 for nothing?
I have a similar proplem where I beleive BT have no empathy what so ever for their customers. I leave my current address in one weeks time but my future home will not be vacated for 1-2 months. Both old and new houses will need phonelines for their current occupants to I need to stop the phone to this house. The only way BT will do this is to end my contract early -cost £60 and then I start a new one with them when I move. I do not want to move away from BT I want to keep all my current packages/bundles but BT can't do it. I've been with BT for 50 odd years (yes I am old) but does that matter to them? The future home currently has Sky so if BT can not help me who do you think I will be signing up with?

HT4528 I receive a 4s after been use for 2 years in the verizon network and the customer upgrade to a 5.I will like to use the phone overseas but I do not use Verizon.

I receive a 4s after been use for 2 years in the verizon network and the customer upgrade to a 5. I will like to use the phone overseas but I do not use Verizon, how I can get this phone legally unlocked without having to add service because I'm with Sprint under a contract?
I can get the prior owner of the phone info if you nedd to contac her to verify, just let me know thank you.
If the phone was used in the Verizon network for 2 years, is that not enough time to get the phone unlocked?

I have sprint phone and service without simcard, Sprint and Verizon use CDMA. But if I can get the Verizon iPhone 4S unlocked, I can use it let's said in the caribean, canada, europe etc., with a local simcard from the service provider and country that I visit . No to be use here in USA with Sprint or Verizon, only to be use with GSM-Simcard when I travel out of USA.

Whose responsibility is it to prove why iphone got damaged is it customer or service guy?

whose responsibility is it to prove why iphone got damaged is it customer or service guy?

I certainly want you to enjoy the program thenicker2015! I apologize for the time you have spent in effort to resolve this. I'm confident our Verizon Wireless Smart Rewards Center can provide a resolution. Please teach out at 866-962-3713. Thank you.
TominqueBo_VZW
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Iphone--verizon's lack of customer loyalty

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