(5/14/12) Verizon consumer complaint RE: I-15 and Carmel Mountain Store, San Diego 92128?
This is a true story; nothing is exaggerated in any way! I purchased a Droid X smart phone about twenty months ago at the Verizon I - 15 and Carmel Mountain Store, San Diego CA 92128. Since then, I am on my fifth Droid X! The first two just quit working about one year (and about 18 months) into the plan! Both had not performed well while I had them anyway. The first was replaced after only about one hour of fiddling with it but with waiting for Fed X and putting apps back on, I spent a lot of time. The second was a complete repeat of the first within six months, except they insisted on working with it for a number of hours at the store before they would make the replacement. It seemed that Fed X was always late and I must have about 75 - 100 apps to reinstall! I had to go back to the store a number of times as from the get go, the second one wouldn't download my address book and other problems, finally they replaced it! The third, would not access my websites including emails, send pictures and many other things; it took many trips and many hours before they would replace it! I asked for a different phone and said that was impossible! The fourth one did as the third - exactly but immediately! I am not going into the details but many more hours and many more trips to that store! The service people were friendly and tried to help but this was getting ridiculous! So finally I was getting angry, I asked the manager to step outside so we would not disturb the other customers! I told him, in essence that if I didn't get a different phone, with all the work time and "other" time spent (well over 24 hours) I was going to small claims court and ask for consideration! With that, he started shouting at me and told me if I threatened him one more time, he would ban me from the store! He had handed me his card which I was holding in my right hand! I responded that if he continued to shout at me I would plaster his name all over the internet. He must have been in his early thirties and I am sixty six! With that, his eyes got wide (I thought he was going to hit me), he aggressively grabbed the card out of my hand, turned his back on me and started walking towards the store, with his back backed turned on me, he told me to get out of here and if I came into the store he would call the police! I followed him back into the store looked at his name tag, which I think said "Josh" and left! What I had not noticed until I left the store, is he had cut my finger when he had pulled the card out of my hand! I have pictures of the cut to my middle finger. I had to call numerous times but finally got both the tech supervisor and Josh's boss on the phone on a conference call (I think I got real lucky)! They were both very polite and after hearing the whole story gave me a $69.95 credit and a new Droid X two which has a different operating system, I wonder why; the other replacements, it turns out are refurbished, even though I was paying a monthly charge for a warranty! I have this phone now, after some difficulties it appears to be working but with four months left before the Verizon contract is up, I just couldn't take the chance that it would screw up too, so I will live without some of the apps until I upgrade to a G4 in September! Most likely with AT&T! The supervisors were very nice and I asked them if I could upgrade to a G4 now, and they said that was impossible. The store supervisor, Roy gave me his cell phone number (760-828-2007, I confirmed this number several times) and told me I was welcome at the store anytime! After thinking about it, I tried to contact him numerous times on this number to see if he would at least offer me a G4 at a special price in luau of the G3 Droid X 2, but the number was always busy! I must have called it twenty times! I finally went back to the Carmel Mountain Store to leave a message for Roy. At that time I was told I was still banned from that store and needless to say, Roy never called me back, even though a friendly customer service person that knew me well enough to know that I am not that kind of customer took by business card and told me Roy would get the message! In all my years, I have never seen anything like this level of customer service! There is not much more to say! The above is what it is! Michael S. B Thanks for reading this in advance!
Michael S. B