Verizon lied for over a year.

Question

My husband who is a pilot had problems with his Droid X. Because he is gone all the time and travels all over the country it is very important for him to have a functioning phone. So when he goes to a Verizon store while on the road in January of 2012 the sales associate puts him in a Motorola Droid X2. Why someone would put you in a updated version of the crappy phone you already had amazes me. When he returned home I was upset that the store would do that so I called Verizon this was a little while after he had the phone when it started malfunctioning and insisted they put on our account to never sale another Motorola Droid to us again, figured if associates didn't listen to their customers maybe they would atleast read their notes. I asked for the upgrade date and I was told 9-16-2013 is when he was eligable. I actually have been told this several times by customer care agents. So recently I add a new line for my 14 year old son and double checked on my husbands upgrade to be advised that it was pushed back to the actual end of the contract. You would think that a company that prides them selves so much on their customer service would have the decency to atleast start a new policy the day they decide to change it not just choose a date out of no where to effect the customers who have already been told one date repeatedly because their sales reps in the store do not listen to their customers when told the original phone was horrible and should be no surprise the second version be any better. I think it's bad business and I do not doubt in the long run will cost this company more money to take the phone calls complaining about it and money lost because customers leave them. This company makes about $255.00 a month off of our 3 phone account , that's $3060.00 dollars a year and lets face it if kept happy that could easily be 30 k in 10 years. Its apparently not enough and the fact we are on auto pay and never miss a payment should be considered as well but its not. It was not a concern! Did anyone care on a 3 hour phone call I had with customer care. Those reps repeatedly just over and over advised how we were in a contract , that's fine we understand that. The great thing about that contract is it ends and appears our family will be gradually switching to another company. Maybe ATT will appreciate our payment made on time and 3 k a year. This just comes down to me being lied to repeatedly by their reps and the fact this company thinks its fair to back date a policy change is ridiculous. I understand why Verizon changed their policy, I know this company does not make phones and they had to do something to stop the reckless upgrades their employees were abusing but you should never punish your customer for something your employee is causing and that what i will never understand. I think they should have made this new policy take effect the day they decided to change it and not effect their customers that were already in contract and were already advised a 20 month upgrade date. Now my husband is on his second replacement and can not wait to look for a new phone and a new carrier in January 2014.

Answer 1

I have read and re-read your post above. I can only gather your husband took an upgrade and the phone is no good.
That happens. You have to research the devices you want. Verizon stores will suggest a device but they cannot make you buy it. Again that is your responsibilty. How much you pay is not relevant or how long you have been a customer is not important since Verizon has gotten to big to actually care. 110 million customers. too big.
Please don't assume any notes are on your account. You may be told that they put them on there but I will bet you $1 it did nit happen. Just look at how customer service has sunk. No more email support, chat is off line more than on line, answers at the Twitter and Facebook page are filled with canned responses like "Oh no we don't want to see you go, lets try to get the love back" all of which is not helping but deflecting the customers away.
The customer service from the forum is also filled with the same (removed) responses. And actually zero assistance most of the time. Read some of Verizon Customer Service replies or google them. A pity.
You see you can complain but I noticed your tale was very hard to understand, and I am college educated. Save yourself some grief. Go to another provider. Its worth the cost if you can get better service and coverage. But better customer service? Lets just say all the providers act the same way for most part. You have to research it, then go if you must.
And I don't need to work for Verizon, they don't pay enough. Would not work for less would you?
Edited as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator