Verizon Customer Service Lies, does not follow their own contract!

Question

Heres what I've been dealing with. Can anyone out there tell me if Verizon has to go by the same Terms & Conditions set forth for Customers? I think they would have to,right because it has to be a meeting of the minds and if they tell me one thing but they don't have to do the same time. I feel like as judge Judy & Judge Marion ( sorry not sure how to spell here name BUT LOVE LOVE HER SHOW ON PEOPLE's COURT) that for there to be a Contract that it has to be follfollowed the same way for each person in it ,or it would not be a contract because both parties would have to get something out of it and ALSO FOLLOW THAT SAME RULES SET FORTH IN THE CONTRACT.
Sometimes it's not always about the price. To a large number of U.S. It's about the Quality of the derive not so much about the little difference in a monthly plan, even tho to me I want both. But at Verizon I get great cell service, BUT THE ABSOLUTE WORST CUSTOMER CARE ON THE PLANT. and I just don't mean CS REPS having a bad day because we all get them . What I'm talking about how almost everyone of them lie in some way or another. And finaily after about the ten time of them lying to you about sometime ( like only being abole to a NCR ONE CELL PHONE WHEN YOUR IS BROKEN AND ONLY WANTED A NEW ONE OF WHAT YOU HAVE "NOT '5 New Certified Refurbished Ones "that are all broken just like the first one. )I finally called Samsung about this because every service rep was telling me the same thing. I would tell them that the contract states' NEW ONE, NCRO, or ONE COMPARABLE TO THE ONE I HAVE' Samsung rep told me that Verizon was out right Lieing to me because they only sell the phones in Bulk to the Cell Phone Providers, after that it's WHAT VERIZON WANTS TO DO AND OF COURSE THEY WANT TO MAKE YOU SPENT MORE MONEY NOW AND IN THE LONG RUN. YOU SEE ALL I WANTED WAS THE ONE I HAD BUT A NEW ONE NOT ANOTHER 6 REFURBISHED one. But nope Verizon would not do that so I could keep the broken one or I would have to pay more money to get another comparable to mine. I feel like I had no opinion but to borrow money and get new one, I paid $100. For new Samsung Galaxy s5 because I had the Galaxy s4 new from them when we signed contract. And after 4 months and all the run a rounds they had me do,I was so very upset. Anyway when I order the new one with the Service Rep In Corp, she promised me there would be NO OTHER FEES OR MONEY WHAT SO EVER THAT I WOULD HAVE TO PAY, BECAUSE I BORROWED THE $100 and I could not and would not spend anymore money with them, BUT SAD TO SAY THEY LIE AGAIN. BECAUSE I HAD A FEW DIFFERENT CHARGES ON MY BILL. OK TAXES, EVEYONE HAS TO PAY THOSE RIGHT, BUT THE FEES THAT THEY CHARGE FOR THIS OR THAT AND AN UP GRADE FEE WAS A DOWN RIGHT LIE. SO FROM SEPT 2014 to April 2015 I have been fight them to take of the charges right. Them in Oct 2015 I went into store to see about their home internet service and a rep there told me that it would more then likely be best for me to go with the Promo that they were having to the end of the month. I even have a letter he gave me about the $100. Discounted price a month but on back he wrote what my bill would be evey month with all my discounts and such. It was $ 200.26 . I even got a letter from Verizon stating that I can in the store and changed my plan the 18 of Oct & it would take in affect on the 27 of Oct my monthly billing cycle. So I told the Rep to go ahead and do it..we agreed that if I didn't like it or want to chance to some else I could. Well here comes Nov 2015 bill and there's no DISCOUNT AT ALL. SO since Nov2015 when I called them about this ( I won't go into all the lies there because we would be here all day) till April 2015 I have been fighting this mistake they made and the charges of the up grade fees and all.
I Finaily told them that I was done with this that I could not go on and on anymore. I had just gotten out of Hospital ano put on Anxiety Ned's because of all the stress I've been  having every single month with them. Everything could just had been avoided if they would just have given me a NEW GALAXYs4 instead of having to buy a nit het phone. Oh by the way which I just found out that by them having me to have to buy the new one or keep the broken on that I now made my contract go for another 9 months till 2016 when it was to be over this Dec when we signed up. They said since I upgraded that it extended it. Well the way I see it that if there is no upgrade fees because I was told there would be none and they finailly took the charges off and gave me the credit for it shows that there was not a meeting of the minds so there is no extended contract. I have to say that after going to Verizon, Best Buy , then to Verizon another time and the countless house I have spent on the service reps that it would be the best for both parties to walk away from all this contract and all. I have every record of the people ,date, time I talked to them , plus all text messages, & FaceBook messages back and forth for at least 100hours or more( 2 time I spend the day and evening at Verizon ,where they sent me to Best Buy to find out at the end I should never have been sent there to begin with so 1 time 51/2 hours, then around 4 hours because they would not talk to me because I did not have my licenses, even tho I had been there multitude times, & know all the addresses, phone numbers, names, and af course the only thing that I have to give to the reps when I'm online is a passcode which I had also. So no I had to take a 45 min ride back hoe to get it ,got back at 7 pm stayed till after closing when I told the manager Tom at the big Verizon store in Gainesville Fl off of Newberry rd and i-75 that I would just let him work on it and please credit my account. And of course did not happen. LIES, LIES LIES. So now we are going to go to small claims court/ mediation at the court house ,not with Verizon people who work for them But are not involved with the case they say. I thing that's one of the reason that they don't want to go to a Jury trail because they know that they would lost most of the time, at least this time I'm for sure. So all the people that are out there having terrible customers service with Verizon I hope for the best for you. Please let me know how things go with your concerns with your Cell Phone Providers. I'm on FaceBook under " CUSTOMERS LIKE ME, DISLIKE VERIZON WIRELESS" again thanks so much for listening and sending me hopes that things turn out for me. Agape Patricia

Answer 1

First, Verizon follows Samsung's warranty rules. The only time you would get a new phone (other than buying it) is if the device was defective within the first 14 days or if the device was so new that there would be Certified Like New Replacements available yet. Now, with that said, there is no way that 6 devices would have the same hardware problem. When you have multiple devices with the same issue it is more likely than not that the issue is software related. For example, my LG G3 was great up until I received the Lollipop update then, wouldn't you know, I stopped receiving notifications for a lot of apps while connected to wifi. This is a software issue and is not Verizon's fault. However, if you believe that you are owed a brand new phone, you should take it up with Samsung. You are just as much a customer of theirs as you are VZW's.
Then it sounds like VZW broke the contract and gave you the option to upgrade at a discounted price and you purchased the Galaxy S5. So here, there was, as you say, a meeting of the minds. Whether you misunderstood the terms or they were not explained to you remains to be seen. However, VZW did NOT have to let you upgrade but when you do you are ALWAYS held to the new contract terms. THEN...they refunded the $40 upgrade fee for you. I still can't see how you are making out badly in this deal.
It was hard to decipher your post and I am still not completely sure of what you are talking about with the home service.
What do you expect to happen at this point? You won't (shouldn't) be given any more considerations. That has already been done. What it sounds like to me is that you are causing all of the stress in your life. If it is really that bad with Verizon, you are free to break your contract by paying the Early Termination Fees and switch carriers. There is nothing holding you to VZW.