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| - I'm a new Verizon customer and I found myself in a customer disservice rock and a hard place between Verizon Corporate and the local Verizon Store. Apparently the local Verizon Store doesn't dip into the same budget as the people you call on the phone (and this is the "official" Verizon Store, not a local franchise store like Barbeck), so they set their own policies about how to deal with problems with phones. I bought the Motorola Droid RAZR, I really enjoy this phone for the most part, but there's been a nagging issue with the battery not wanting to charge fully, it somehow gets "stuck" at a certain charging point, most often 60%, but unfortunately not every time. I called Verizon Corporate and they said that I could either get a refurbished phone from them or go to the local store and they would provide me with a new phone with a $35 restocking fee. I told them I would go to the local store and argue with them about the "restocking" fee. I mean really, I just bought a brand new phone and it has a major issue, it's defective from the factory, and I have to pay to get a replacement? No. "Refurbished" often means that a phone was returned by someone else who had a problem with the phone (or they may have just decided they didn't like it) and I get to inherit it. No, if I'm paying $600 for a freaking phone, I am paying for a new, problem free phone and I should at least have a new one for the first month for crying out loud. So I go to the local Verizon Store and I'm told that they have to see the problem demonstrated in order for them to provide a replacement phone. This is of course difficult because the issue does not manifest itself every time it's charged. This means I have to drive across town, have them plug my phone in and leave it there for "several hours" to see if it happens to demonstrate the problem. The burden of proof is on me. Nevermind that I had only possessed the phone two or three days when I first brought it in, there was no damage to the phone, I have no reason to try and fool them into giving me another new phone and it's a bit of an insult to my intelligence to say that I don't know that my phone is actually at 60% charge after it's been on the charger all night long. I visited the store a second time after having installed an app that graphs my battery life and showed that the graph indicated that the battery was sticking at 60% for a couple of hours and then continued charging until I got up when it was at 80%. But this wasn't good enough, I was using a "third party app". Come on local Verizon Store, give your customer a little benefit of the doubt, put yourself in my position and think about what a pain in the a** these hoops are that I'm being made to jump through in order to own a phone that I just handed over a god awful amount of money to you for, you've got me in a contract for a monthly payment that I would have never dreamed of forking over a couple of years ago. I was with T-Mobile for seven years, if their voice services covered my little corner of town, I'd still be with them, because they treated me the way a customer should be treated. I had issues with my Nexus One, I called them, they performed some troubleshooting over the phone and then they shipped me a new phone with a packet to return the original. When all was said and done, I called Verizon Corporate and thankfully I spoke with someone who was willing to work with me and told me he could send me a new phone if I put the retail charge on my credit card and they'd refund the amount when they received my original phone. I don't really see what the point of the local Verizon Store is other than to create problems, because Corporate sends you there as their first line of defense, but then the local store doesn't really want to help you because they have to use their own money and so you have to call Corporate back and plead with them to assist you. I suppose if you aren't technologically savvy, if you need help learning how to use your phone or something like that, they're probably very helpful, but if it involves money for something that's broken, forget about it. I don't blame the person who I worked with, I don't even blame the manager who spoke with the Verizon Corporate person and told them there was nothing they could do, I blame whoever wrote the policy and doesn't allow their employees any flexibility. They should know that I'm going to stick with the RAZR because I want a Lapdock 500, I want an HD dock, I'm going to buy toys to go with my RAZR but I'll be damned if I'm going to buy them at the local Verizon Store in Champaign, IL, I'll be damned if I go there to buy an upgrade phone in the future, because I had a major problem with the brand new phone I bought from Verizon and they made it as hard as possible for me to find relief and it caused me a lot of stress and disappointment. I'll be sure my friends on Facebook know it too.
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