Verizon is no longer a decent company

Question

I have been a Verizon customer for over 10 years.  I even have all my home services through Verizon.  A couple of months ago I was in a Verizon store with my daughter due to a problem with her phone.  While there I mentioned that the lock button on my phone did not work  The representative saw that I had a warranty on my phone and told me that this was a common problem and that the repair was covered under the warranty.  She took my phone, looked it over and told me that since there was not other damage at all to the phone there would be no charge.  I would receive a replacement phone in the mail and all I had to do was send the broken one back.   I did just that.  All of a sudden two phone bills later I get a $300 equipment charge.  I called to find out what this was about.  I was now told that they claim to have found other damage to the phone and that I was sent an email telling me that.  I informed the rep that I did not receive this email and if I would have I would have demanded the phone back.  The only problem was the lock button.  Everything else on the phone was fine.  The rep looked up my account and saw for herself that I did not receive an email.  She also found the records from the store stating that there was no other damage to the phone.  I was told that there were pictures of the phone.  I told her I wanted those pictures sent to me.  Still have not received them.  The rep said she would put the paperwork in to request the charge be taken from my bill due to the fact that I was not previously told about it and was not given the opportunity to get my phone back.  I was told that I would be contacted within two days about the results.  Here is it almost two weeks later and I still have not heard anything.   I have put the renewal of my home services on hold and will not continue with Verizon unless this issue gets resolved.   This company does not give one bit of care about customers.  It's all about it's bottom line.  There are other companies out there.  Time to look for a new provider.

Answer 1

Other carriers do the same. Shoot even computer parts manufacturers do the same. Been there and done that.
Ironically I am going to tell you a story about water damage. My niece had to return her phone and they said her phone was water damaged. She totally forget it was on the table when my son tip his water cup on the table. I told her I would buy her another one and she didn't care. My brother was all peeved and was going to ground her when he got the bill. I saved her behind and paid for it... A few times i done some silly stufd and broke my devixe. Sometimes I am in a rush and didn't package my phone well/correctly.  This was all on AT&T and T-Mobile.
Doesn't have to be the owner of the device that damages their phone. It could happen at a party, a friends house, a wedding, or even the rain(using it during heavy rain(done this a few times myself). Doesn't have to be Verizon scamming people. Sometimes it's people trying to scam carriers for a better device. Being on top these things stand out more. Verizon may be more strict about inspecting devices so more devices don't pass compared to other carriers.
I don't pass judgment because they are big, or whatever is on the Internet because often you never get the full story and can't tell if they are genuine.