Verizon unwilling to replace defective phone

I am currently on my third htc in 15 months, The first phone stopped working less than a year into my contract ...so verizon sent me a refurbished phone.   After spending hours (literally) on the phone with a tech he decided that maybe the phone didnt have an antenna and said he would send me another refurbished phone.  That phone worked for about 5 months. Now the phone turns on and off at random when the phone does turn on the touch screen doesn't work..  Other times the menu icons will appear on the phone but the screen is black. Sometimes when it is workingIi am unable to disconnect after a phone call because the screen is black.  Verizon says that the warranty on the refurb phone expired on December 7, and it is now January 8, so i have to just buy a new phone and the cheapest one they will sell me is $199.  First of all I don't have that kind of money for a  phone but more importantly verizon should stand behind their product.  I have done a lot of research on line and this phone has had many, many problems.  I am very disappointed.. Anyone have thoughts on this or similar situation?

For which phone model are you referring to?

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  • Verizon unwilling to replace device

    I have been a customer with Verizon for about 10 years, and about 10 months ago my son bought me an IPHONE 4s. As it turned out, after having it for about 6 months, it just seemed to complex for me and I am not in an area where I would have been able to take the classes on how to run it. So, I decided to go into the Verizon store in Tooele, Utah (consequently, that's where I live), and asked them if they could offer me a different kind of phone that was comparable as far as expense and features go. Realizing that I am a middle aged person with not the highest intelligence for cell phone technology, they were quick to offer me the HTC Incredible that was reconditioned. Well, I "thought" that Verizon employees were working for "us", the people that pay their wages and they'd be looking out for "Our best interests"! NOT, So, anyway, myself being ignorant to the value of all the cell phones and assuming that they are aware of what the approximate value is of the phones they sell, they tell me that they'll trade my IPHONE for the HTC Incredible plus $49.00 out of my pocket.
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                                                                                     Signed, A Fool No Longer

    Well, as for the iphone operation, or lack of my ability to operate it, the
    representatives for apple iphones told me (among others) that there is
    classes for consumers to take at verizon corporate stores to teach people
    how to use the Apple IOs operating system properly, so not as easy as you
    mentioned in your response.
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    I previously had a contract service, but currently I am a prepaid customer,
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    failing to provide any customer courtesy. .
    I will go to the corporate store in Salt Lake City today, and present this
    problem to one of the Corporate Managers/Quality Assurance Managers, and
    show them all of my emails and phone conversations,or  so they can
    determine how they're going to proceed.
    I think I'd like to report this to the Better Busineses Bureau so that this
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    Totally and Completely Unsatisfied Verizon Customer,
    Rebecca
    Private info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

  • I got my iPhone 6 plus less than a week ago. Now it randomly goes from getting a good cell signal to telling me there is No SIM installed. Did I get a defective phone? I ordered straight from Verizon.

    I got my iphone 6 plus less than a week ago. I ordered from Verizon. My phone is now randomly going from having a good cell signal to giving me a message No SIM. I was able to make calls, now when I get this message, I can't connect to cell service, which defeats the point of having a cell phone! The phone is brand new and has not been dropped, damaged, or otherwise mishandled. Did I get a defective phone or what?

    Hi! I got in touch with AppleCare last evening finally. They helped me clear the data blockage or whatever. It sounds like this is an issue they are aware of, because they said the phone was not defective. However, it happened again today and it took several times of me doing the resetting of the network and hard staring the phone before the problem cleared. It is just frustrating because it is hard to go without cell service for long periods of time. And no, I have not done anything with the SIM card. I don't know what it is or how it would be accessed on an iPhone! This might be something Verizon wants to take a closer look at with Apple.
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  • Defective phone return mistake

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    Get the defective phone back to them and they will waive it off (that is if they even charged it in the first place)... in all likelyhood the charge won't even show up on your next bill as they typically either cycle before the charge is applied or you will get the phone to them before the bill is cycled.

  • Returned Defective Phone. Shows delivered. My account is being charged for non returned phone.

    I have called Verizon over and over again and it seems that your representatives get my story wrong every time. I returned a defective phone to your warehouse in Fort Worth, TX and it was delivered on August 26th 2014. I have called numerous times and provided the tracking info many times and I am still getting messages that a fee has been applied to my account.
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    My sons phone was defective got a replacement from verizon.  Followed directions and was returned to Fort Worth Texas.   On November 3 2014   Was sent text on Nov 14  I was going to be charged if not returned.  Called they began a "ticket" to rectify the situation.   Today 12/27 spent over 3 hours.  Listening to someone tell me no mind you this is the third supervisor.  It is not Verizon's fault or responsibility until the phone is checked in.  And a refund can not be issued until it is.    We have begun the process AGAIN but that was only a few hours ago what did they expect them
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    +919820704046
    Name: Angela V Hanghal
    Country: India
    Phone nr: 9820704046
    E-mail: [email protected]
    1.Product Description(Model No. etc.) : Sony Vivaz u8i
    2.Purchase Date : 21/3/2012
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  • Your upgrade failed + replaced my phone = Faulty charger!

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    Hi Jonathan,
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    Verizon Wireless Customer Support
    created the discussion
    "Re: Your upgrade failed   replaced my phone = Faulty charger!"
    To view the discussion, visit:
    https://community.verizonwireless.com/message/1041591#1041591
    >

  • Is Verizon unwilling or unable to fix problem with Account Owner(s)

    A forum or Google search reveals several customers unhappy with how Verizon treats the account owners... count me as one.  I'm sure there are many more customers who were equally unhappy but just accept Verizon's incompetence and complete the unnecessary gymnastics of un-registering accounts and then re-registering with a new username.
    PROBLEM:
    There are numerous scenarios that can cause a My Verizon account to have the Account Owner be listed with an incorrect telephone number.  In my case, I had an account with AT&T and 3 additional numbers associated.  As each account expired, I transferred the numbers to Verizon.  The first account transferred was my 14yr old son.  I registered a My Verizon account for management (my name & my userid) and eventually added the additional numbers, however, the Account Owner's phone number is listed as my son's cell.
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    PROPER SOLUTION:
    I have almost 25 years of Information Technology experience and over 3 years working with Call Centers (similar to Verizon's Customer Service), which explains in part why I find this so frustrating...  the fix for this is SIMPLE!!!  The real problem is that Verizon simply doesn't care enough to fix it because we are existing customers and not new customers.
    Without going into specifics (nor could I since I don't have access to their systems), data for the My Verizon portal is contained within modifiable databases.  These relational databases will be tied to other systems and other databases, but a modification of this type would just require that the portal be allowed to make the update to the appropriate field(s) within the appropriate database(s).  If direct access is not attainable because of their design, it is still not too difficult to write an additional process to accommodate this change.  These types of things are done everyday.
    More importantly, even if Verizon was unable or unwilling to make these programming changes...  I have no doubt that if Customer Service has an escalation process to their I.T. Department that a programmer with access to the application(s) and/or database(s) could easily make the change directly and almost immediately.
    CONCLUSION:
    Until now, my experience with Verizon has been mostly positive even to the point of recommending the carrier to friends and family.  I've found their coverage area to meet my needs and the data speeds to be more than satisfactory.  However, Verizon needs to remember that cellular service has essentially become a commodity and that customer retention is often based on other things than simply providing dial tone.  With a monthly cell phone expense that rivals a car payment, I would think that Verizon would be more than willing to accommodate such a simple request to maintain a satisfied customer.
    If you too are one of the many customers having issue with modifying the Account Owner, just resolve yourself that it appears Verizon is unwilling to make the simple correction to the My Verizon portal to satisfy our request.

    I'm not 100% sure that I follow your reasoning, so please correct me if I misstate your opinions.  I've numbered them so it will be easier to identify any mistakes I make.
    1.  Not allowing a user, customer service representative, or any Verizon representative to change the cell phone number associated with the Account Owner to another cell phone number on the same account is a security risk.
    I'm not suggesting that I be allowed to change the name, social security number, or any other pertinent details related to establishing the original account.  All the information pertaining to who is responsible for the bill remains the same with the single exception that the current associated cell phone number be changed to another number already listed on the account.  In what possible manner is this a security risk?  Frankly if the ability was enabled and someone either by mistake or incompetence made such a change the impact would simply be what I'm currently experiencing (inconvenience).  Since in this hypothetical situation the ability to change this value is enabled, the "inconvenience" would easily be re-mediated by returning the value to its original state.
    Furthermore, if there is some "security risk" that I'm over looking then an organization that is concerned about providing quality customer service would create procedures to accommodate customer requests and meet security requirements.  Let's use a bank (with an obvious security vulnerability) and debit cards as an example.  If I lose my debit card, I cannot go to my computer and print out a temporary debit card (very user friendly, but not secure).  Some banks will allow you to go online and cancel the lost debit card while requesting a new one to be mailed to the address you have on file (user friendly and mostly secure).  To solve this same problem at other banks might require you to go into the office and sign a form cancelling the lost debit card and confirming the address to mail you a new one (less user friendly, but highly secure).  The Verizon equivalent, is me requesting that I add an existing bank account to my online banking and being told "We can't do it".  However, because the bank cares so much about keeping me as a customer... they will delete my account, allow me to create another, possibly losing my historical data, have me change my username that I've been using for years, spend time adding all my online bill payments... all for the pleasure of staying their customer and getting to use their services as they should have been designed.
    2.  Making a software change that would allow users or CSR's to associate a different cell phone number on the account to the current Account Owner would be difficult and require downtime.
    You give some time expounding this thought and I'm unaware of your web, application, and/or database experience... but I will try to address your concerns later.  However, let's assume that you are correct and these changes will be difficult ("taking weeks to months").  The purpose of my post was whether Verizon was unwilling or unable to accommodate this customer request.  You seem to be agreeing that Verizon is unwilling to make these changes, or at the very least, feel that Verizon has decided that the time and expense involved is of more importance than correcting an issue impacting their customers.  I personally find the later equally disheartening as this has been an issue for many customers (you yourself mention experiencing the problem) and has been well documented through previous forum and Internet posts.  Even by your estimations, if they had taken previous customer complaints seriously... this would have been fixed by now.  Once again it seems the obvious answer is that Verizon may not consider customer service as an important factor as I do.
    As far as your technology issues, I agree that more than a web page change would be required.  I do take issue with comparing the change of a distributed application (operating system) that must be designed to support enumerable hardware components to the work required to makes changes to a web portal with a back-end in-house database.  You could write an entire book detailing the differences between these two scenarios as they have very little in common, but I'll try to keep it focused to your points.
    Coding
    Coding an Operating System that must run on literally a multitude of hardware configurations and support an unending diversity of applications is an incredible endeavor and really never a finished product.  Changes to an OS are constantly being made and the developers must consider hardware and software that they are not intimately familiar and occasionally even deal with 3rd parties to facilitate changes.
    The change I'm advocating has a web component which would be replicated throughout their web server topology, however, these are items that Verizon's developers deal with routinely (if not daily).  There are a very limited number of 3rd party concerns (a few different browsers, IE, Chrome, Mozilla & a disparate platforms such as PC, tablet, phone).  A little research in the benefits of web portals (and cloud computing) verses distributed applications will clearly outline the drastic differences.  A simple illustrative question (though maybe not a completely fair analogy) is how many people do you know who can code an operating system and how many people get on GoDaddy and create their own web pages.  I'm not trying to insinuate that anyone who knows a little HTML can make the web portal changes, however, this isn't a difficult project for an experienced developer.
    The bigger issues and ones that I alluded to in my original post are the changes that would be required to Verizon's back-end databases.  The changes that would need to be made mostly likely involve multiple databases and assuming they are using a typical relational database design might require changes to key fields, adding new databases/tables, and exhaustive integrity checks.  This isn't something that an average user could sit down and accomplish in an hour, however, these are simply the routine day-to-day duties of any professional database developer.
    Again I reiterate... this change simply involves allowing someone (either a user, CSR, or other Verizon agent) to readily change an index record or records that correlates Account Owner to cell phone number.  In terms of database management this should be simple.
    Debugging & Deployment
    The debugging/testing of changes made to an Operating System are amazingly complex for all the aforementioned reasons.  The deployment of such changes is even more complex in that you've got to develop the mechanism to push these changes out to the entirety of the user community.  I'll address deployment (or as you said dispersal) of this change because it's the easiest... quite simply there isn't one.  The benefit of having a centralized web portal like My Verizon is that users come to you, not the other way around, and any change made will immediately be accessible by the user community.  There is a deployment aspect in that My Verizon doesn't exist on a single web server, but again this is just the typical topology for a portal of this size and not relevant to our discussion.  Debugging/Testing is an important aspect of any change and certainly Verizon has this methodology in place, however, I'll reiterate that this change should not be complex and shouldn't require extensive testing.  We've also already discussed the fact that any debugging/testing only has to take place on a limited number of platforms.
    Downtime
    If adding the ability to change the relationship of the Account Owner to an associated cell phone number requires any downtime... the person responsible for Verizon's Development, Beta, and Production environments should be fired.  There is simply no way this is even a possible concern.  I've dealt with many companies with far less resources than Verizon and I assure you that changes of this nature would never require down time.  I'm sure they have staff in place whose sole responsibility is to work on their continuity plan.  This is a non issue.
    Other Carriers
    You can't possibly know how all carriers operate, though you may have some past experience with other companies.  I would contend (and maybe I'm too optimistic) that a company with a focus on customer satisfaction when made aware of complaints and/or limitations in their service would seek to rectify the issue.  It's quite possible that whatever other company you are referencing has fixed this issue if indeed it was similar... especially since I've hopefully bolstered my opinion that the resolution is not overly complicated.
    Would you mind telling me if you deleted your 2 original comments to my post before I had an opportunity to answer?  The reason I ask is that last night another user (jimfitzgerald) had posted a comment and I replied.  He later posted a 2nd comment and while writing my response... all the posts were removed (his 2 posts, my reply, and your 2 posts).  I'm curious if this was just a user withdrawal (though I really wish my response had remained in the thread), if there was some sort of technical issue with these forums last night, or if my response was deleted for cause by Verizon or other admin.   Thanks!

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