What should I do? Has other people's Support been this bad?

Question

My name is Mile Marjanovich and I am an unhappy Verizon Wireless customer.
I have been a customer since October 2004 and finally after 7 years I think it's time to call it quits with this company. Their network may have been one of the most reliable in the past compared to the competition but in the end it was the customer service and the literal lies that their employees have told me which made me call it quits.
And here's how it ended keep in mind none of the details have been exaggerated nor embellished this is the actual situation and times in which this has transpired.
On September 7th 2011 at 2130 me and the wife bought 2 Motorola Droid Bionics using our last "New Every Two" sale, we purchased 2 Bionics, 1 Lapdock, 1 Car Dock, 1 Bluetooth Earpiece, 1 Car charger, roughly totalling $1200 in purchases, with our rep telling us there would be $100 rebate for the lapdock and that our existing Droid 1 & Droid 2 could be turned in for even more credit to offset the cost. Expecting these phones to live up to the standards of quality that motorola had given us with both the Droid 1 (2 purchased December 2009) and the Droid 2 (1 purchased in June 2010) we were excited. We were not new to the Android family nor to Motorola products before purchasing these so it's not a first time bad experience situation.
On September 12th 2011 at 1200 the phones arrived, to start with they wouldn't activate, through 2 calls of technical support and excuses along the longs of "its such a popular phone right now our activation servers are busy so just keep trying" we finally got them activated in about an hour and a half later.
On September 15th (our billing cycle date) we noticed that the $100 credit for the lapdock had still not been applied nor had we received a $100 Verizon gift card yet.
On September 22nd I called Verizon opting to finally use the 14 day no worries hassle free guarantee and return the phones which in the first 9 days experienced, 3g/4g service interupts, applications uninstalling themselves, missed calls, dropped calls, extraordinarily short bettery lifes (under 4 hours with little to moderate usage). We I talked to Verizon they informed me that it was past the 14 day mark and we could not exchange, as it started from the time we ordered the phones not the time we received the phones. So the 5 days it took to get the phones was part of our "Testing time".
In late September 2011, I had finally received the boxes and prepaid shipping labels to send the Droid 1 & Droid 2 into Verizon for the credit program and sent them the phones.
In October 15th, 2011 (Billing cycle date) we had still not received and credit for the lapdock, the droid 1 or the droid 2, and our phones were replaced the first time after my wife's Bionic developped a strange clicking noise in the speakers anytime any audio was played and my Bionic had began to drop calls regularlly.
In late October 2011, the first Bionic that arrived to replace the wife's was faulty, the Power Switch wouldn't depress and you couldn't turn the phone on.
A couple days later in October 2011 another bionic arrived and besides the 3g/4g data issues at least turned on.
Throughout November 2011 our phones were replaced for the following reasons, 1 the external speaker didn't work, 1 the sim card slot didn't work, 1 had a charge that lasted only 22 minutes from full to shutdown, 1 constantly crashed no matter which google app you tried to use, 1 the gps didn't work, 1 the Wifi/Bluetooth/LTE services didn't work, 1 arrived with a metal sliver sticking outta the bezel in the upper left hand corner of the phone which actually cut my finger open when I went to turn the unit on once, 1 only had 3g functuality and the Verizon rep said that the database on their end showed it as a "Unknown Device" and thus he couldn't fix it. During all of these repairs, returns, etc each "Factory Certified Like New Device" showed up with glitches, errors and other non-working features and with an average of 60 minutes a call to tech support each day for Activation issues and troubleshooting, Verizon kept telling me that when Motorola would release "The Patch" it would all fix itself.
November 15th (Billing Cycle) still no rebate/credit for lapdock, or traded in phones, after a couple calls and them "Researching the problems" they figured out that the $100 lapdock rebate was only from September 8th-October 15th, and although the Verizon website on the 7th of September showed the deal and the Verizon rep that sold me the phones told me about the offer I was not elligible since I ordered the phones 2 1/2 hours early. Through a pile of additional calls they finally said sorry and credited me $100 for the lapdock. So issue #1 of 5 had been solved (3 rebates, 2 broke phone) 20% progress.
December 15th, 2011 - Received a $70 credit on my account (Droid 1?)
Continuing into December of 2011, we continued to replace phones and battle customer service, even went to far as to actually post a review of the phone on Verizon's websites with the issues we've had and awarded the phone a single star (The review was deleted) as well as an additional 2 bad reviews (always deleted after being posted to their website) and then one day things changed...
On December 16th around 1800, I spoke with Mark (Technical Support Supervisor) for Verizon and he made me and my wife and offer, he looked at the notes and the logs and the troubles we had been having with the phones and offered to replace the device with a comparable model. My only request was ANYTHING but another Motorola phone. He offered the HTC Rezound and the Samsung Galaxy Nexus. I told Mark, since I have only ever had Motorola Droid Products I don't know which one of those were better and asked him, what HE would get as he was going to know Verizon's product line better than myself. He said the Nexus, he hadn't received any calls on it, it was a new phone, great reviews, etc. I agreed to the offer, he told me that since it was going to be a warranty replacement the phones would be certified like new and that the most difficult part in getting used phones is usually locating the batteries and the battery backs. After another 10 minutes or so of him looking things up he told me the phones had been ordered and we would be receiving 3 boxes from fedex, 2 boxes would each contain one Nexus and one box would have the batteries and the backs. I asked Mark how to ship the phones and what should I do with the incompatible accessories (1 Bionic Lapdock & 1 Bionic Car Dock) seeing as verizon does not accept accessories for trade in credit. He advised me to sell the parts on Ebay or Craigslist or something to buy the new parts for the Nexus.
On December 17th (Saturday) I managed to sell the parts for enough to get the Nexus Dock.
On December 19th (Monday) I received 4 packages from Fedex, 3 Bionics, and one box containing 2 Samsung Galaxy Nexus Batteries, and 2 Samsung Galaxy Nexus Battery Backdoors. I called Verizon to figure out where the Nexus's are and why I had a 3rd bonus bionic here and was informed that Mark never actually ordered it and they were confused as to why he would offer it when there is no used inventory. The double checked the notes on their system and verified he did actually offer it and Alice (an amazing CS rep) said that she would check inventory every tuesday and thursday and send me a text message with the inventory status (and to this day she still does, like she promised).
On December 20th (Tuesday) Mark called me to appologize and say he cannot order the phone as there is no inventory and sorry for making the offer. He said he was shipping me 2 Motorola Droid Razr's that would be here on Wednesday, and that these were great phones, no issues, never have to be replaced, etc. After I got off the phone with him I immediatly called Customer Service back and tried to figure out how my one request had been ignored again and why they couldn't fufill the offer. Michelle (another very nice rep) said sorry, she doesn't know why he offered and then retracted but told me to "Just give the Motorola Razr's a chance" there great phones and seriously no issues.
On December 21st (Wednesday) 1400, I received 2 Motorola Droid Razr's, as my wife was working I didn't want to try and activate her's while she was at work and mess with her service I went through the invoices and grabbed the one attached to my line and tried to activate it. The Razr sent to me had a couple issues, #1 It kept getting a "Sim Card Authorization Error, please contact customer service" #2 Wifi wouldn't work #3 LTE service wouldn't work #4 the phone would randomly restart itself every couple of hours, #5 it fluctuated between no service for literally hours at a time to "Unknown Carrier" messages. I made 6 calls over the 24 hours I had the phone and the issues were still not resolved, and remember this was "The phone with no issues, trust us, you'll love it, just give it a chance". My wife's line on the other hand after 30 minutes of customer service and resetting the IMEI in the database and the reinputting the SIM card on verizon's end they finally got her's working and what do ya know it's great... Mine on the other hand was still not functional.
On December 22nd (Thursday) I contacted the West Region Executive Management team, and technical support explained 3 months of history, issues, number of replacements etc, and my rep said they were sending out a HTC Rezound, finally listening to my "Anything but a Motorola" request and that I would receive it on Friday (Dec 23rd)
On December 23rd (Friday) I spoke with Liz, West Region Executive Management Team representative, who after looking at my account for last couple months, looked into the HTC Rezound I was going to receive later today and said good news, it looks like it was a unit returned after just one day, so it wasnt a defective unit or anything, should be great... feeling reassured that Verizon had finally sent me a good working unit I waited. At 1800 hours I received my fedex shipment and opened the box to find... a Motorola Razr, I have had the Razr now for 3 hours and 7 minutes... it will not activate, it keeps failing, it has been reset twice, i have swapped SIM cards, still not activating...
... at least my wife is working... too bad for me apparently 12 Motorola Droid Bionics, and 3 Motorola Droid Razr's are just the beginning of this game...

Answer 1

Unfortunately, most of my advice is in the "hindsight is 20-20" category.
First off, I would never have purchased the peripheral accessories until the 14 day return period had expired. Second, you learned the hard way what the "14 days" really means.
Too bad you didn't do any homework, reading this and other forums and tech sites. Even word of mouth from others. That, more than anything could have steered you towards different phone choices from the get-go and I will leave that there with no further comment other than to say most of the issues you described have been discussed in this forum, ad nauseam.
Once you got into the refurbished phone exchanges, that is where things really went haywire. What someone tells you over the phone is a sketchy proposition, and when it comes down to it, it's your word against theirs.
I think Verizon tried to make it right, though. Remember, they don't make the phones. Don't throw the baby out with the bathwater.
You stated yourself you were a satisfied Verizon customer before this. Had the first two phones performed as they should, you would still be a satisfied Verizon customer.
Doubt any of that will make you any happier, but after you went through the effort of writing such a long post, I thought I'd try.