Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

[laurielee74]

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help.  What carrier should I move to?  Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is.  So what do you all suggest?

[Mike_e]

Hello,

I too have had it with there poor customer service. If you are serious go with AT&T. Most if not all my friends have made the switch and tell me its cheaper and customer service is not bad.. I have been with them so long I think its time I made the move also. Hope this helps.. Oh yeah I have done my homework on all carriers that's why I suggested AT&T

[ynggrsshppr91]

It's called a Warranty from Samsung.....Why aren't you using it?

[pherson]

So.....did the phone stop holding a charge after 3 and a half weeks or this was always the case?

[rcschnoor]

The amount of time a phone will hold a charge depends on what mode the phone is in and/or the signal the phone is receiving. If the phone is in regular mode and you do not have a steady/strong signal, the phone will be using MORE power attempting to acquire/keep a signal. If you have a strong signal, it will use less power. ANY phone with a poor signal will most likely not last 8 hours because it will be using a large amount of batter power attempting to acquire/keep a signal for that entire time. Having your phone inside a structure such as an office building will only speed up the battery drain. Having apps on your phone continually attempting to sync will further exacerbate this problem. A new phone/battery will not help. Placing your phone in airplane mode while in a poor/no signal area for prolonged periods of time WILL extend your battery life as it will not be searching for a non-existent signal.

Go with whatever service provider you feel best suits your needs. Keep in mind, they ALL have the same return policy. Make sure you switch SOON before your failure to pay your Verizon bill would give other providers reason to have you supply a security deposit because you have a record of not paying your bills. Good luck with the new provider.

[sprmankalel]

Try turning Location Services to battery saving mode. High Accuracy (set by default) kills the battery. Kit Kat changed GPS settings. You can thank Google for that.

[flashsam]

Awful.  Defective iPhone5. Screen would not respond to swiping.  Took to Verizon store, told us it was a KNOWN defect, and told us to return it.  Called Cus. Service, got the mailer, sent it back and got the new phone.  Two weeks later, received email stating the phone had internal damage (but the picture they sent of said damage could not be viewed) and that we needed to pay $300 for the refurbished phone.  First customer service rep said there was no record of our call to originally return (although it is on our detailed bill for 35 min). Next rep read us a detailed report but again failed to provide any proof that is was indeed my phone.  Total rip off.  After over 10 years with Verizon and their refusal to assist, once my contract is up on December, we are all switching to AT&T.  

[vzw_customer_support]

There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.

Thank you…

ArnettH_VZW
Follow us on Twitter @VZWSupport

[flashsam]

 It's as my original messages states.  After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone.  After weeks, we were sent an email with a picture imbedded that would not display.  It stated the phone had internal damage.  We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged.  We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one.  We were told we could not.   Beyond this - the support was unreal.  The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call.  Three calls later and no one was able to show us the damange, prove it was our phone, etc.  I'm not convinced this isnt some sham to get more money to be honest.  We've been with you for 10 years.  I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect. 

From: Verizon Wireless Customer Support <forums@verizonwireless.com>

To: flash sam <samandigo@yahoo.com>

Sent: Tuesday, October 28, 2014 4:16 PM

Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

#yiv7047612359 img

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A message from the Verizon Wireless Community

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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion                  There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.

Thank you…

ArnettH_VZW

Follow us on Twitter @VZWSupport   Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community

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