On Friday, October 14th at approximately 2:30 PM, I stopped by the Verizon Store (Go Wireless) located at 3782 Tyler Street, SuiteA, Riverside, CA 92503, (951) 354-7100. My initial purpose was to determine the cause of my Samsung phone getting memory full messages after a few texts with downloads. I was advised that this was a problem issueon the particular phone.
I then noticed the wall advertising the iPhone 4S (photo attached). I stated to Alexander (Alex):
I bet you dont have any more of those left. His response was,
As a matter of fact we do.
We have them in both black and white.
After advising him how surprised I was, he indicated what a madhouse it had been earlier in the morning. I decided to purchase the phone. (Note, if there are closed circuit cameras, this can be verified).
Upon returning home, syncing my iPad2, I noticed several features on the phone were appearing on my iPad2. Contacted Apple advised them of this issue and was informed that my version of the iPhone was 4 and not the 4S. I explained my dilemma to Nick at Apple Care and was advised that this appeared to be a deceptive practice on the part of Verizon and that I should return to the store for a resolution.
I contacted Verizon, advised them of the problem via the online chat feature and was given a website to register a complaint. Prior to doing this, I decided to return to the store and attempt to resolve the issue with the store.
Returned to the store and was very surprised with the response received from Alex. He indicated that he told me this was the iPhone 4iOS, which he did not. I asked him why would I come in and purchase an older model when the newer phone was released that day. I advised him that I would return the phone, and file a complaint with my credit card company. He then told me that there would be a $50 restocking fee. I indicated that I was unwilling to pay a restocking fee. He then indicated that Apple did not take returns. After going nowhere with Alex, he advised me to contact Verizon corporate.
I returned to my vehicle, and immediately contacted Verizon. I explained the situation to Cheryl who indicated Verizons dismay and surprise that the store did not follow the companys policy i.e., 14-day return policy, customer right, etc. After several holds, the representative asked to speak with Alex. He spoke to the Verizon customer care specialist, Cheryl and returned the phone to me. She indicated that she would contact the upper level specialist, Desiree, who also spoke with Alex.
I spoke with Desiree and was advised that this was an authorized store to sell Verizon products (Go Wireless) but with different terms and conditions. She indicated that I should return to the store on Monday, speak with Ricardo, the stores manager, and hopefully the matter could be resolved in a positive matter.
10/17 Stopped by store today around 11:00 a.m. Alex advised me that Ricardo would be in between 4 and 5 this afternoon. Contacted Go Wireless at 866-487-1222 to discuss this situation prior to returning to meet with Ricardo.
I called Go Wireless and spoke with Melinda, who passed me to a supervisors voicemail. After two hours, I called again and spoke with Amy. I explained the situation to her and she inquired about my location and gave me the store located in Riverside, which is the subject of my complaint.
I advised Amy that Id tried on several occasions to call the store but they do not answer the phone. I called on Saturday, Sunday and had my daughter call today, each time there was an answering machine message.
Fortunately, Amy (from Go Wireless) indicated that she would stay on the phone with me and make sure the call went through. Alex answered the phone and I asked to speak to Ricardo, he indicated that Ricardo was off today and would be in tomorrow. When I asked the time, he stated about 1:00 p.m. I believe Amy stayed on the line and could vouch for the above conversation.
4:15 p.m. Spoke with Mike at Verizon today as a follow up to the above incident. He noted everything and even attempted to call the store on my behalf. Not to my surprise, they did not answer. He made a note of this. Mike will follow up with me on Wednesday at my home at 1:00 p.m. to determine if this issue has been resolved.
Verizon is quite disappointed that this situation has not been resolved.
As requested, I will follow up with Apple with regard to the outcome.
10/18 Met with Ricardo, who was present when the initial transaction occurred. I wanted the 4S, which has more memory, 16GB as opposed to 8GB. Ricardo indicated he would contact his manager. Contacted store advised Carlos of my decision to get newer model.
10/19 Returned to store today spoke with Carlos and asked if hed relayed my message to Ricardo and he indicated that he had. I still have not heard from Ricardo, therefore, I am registering a dispute with my bank against my Visa Signature card.
Received a call from Mike at Verizon Wireless inquiring about outcome. Advised him still awaiting return call from Ricardo.
10/20 Attempted to return phone again was denied. After speaking with Sam of Verizon Wireless,
he advised that store (go Wireless) was not going to cooperate and advised me to file dispute with credit card company, which was done on 10/21/2011. Papers were faxed to them at 888-672-6262.
10/23 - Went to the Apple store with above info. They were very disappointed with the store, advised me the store, Go Wireless, should have taken the phone back. They went out of their way to help me but in the interim, I still have the phone and am not using it.
If you want a phone from Verizon, make sure it is not an authorized agent of Verizon.