Ugh! My wife's cell phone, a LG VX4500 on Verizon decided that it didnt want to work anymore last weekend. More to the point, it decided that it should turn its screen completely black (not a leak and the backlight was still working) so that you could receive calls, but you couldnt use the directory, menu, or any other feature that needed the screen.
We bought this phone at the end of december and so it was less than 2 months old when this happened. We went to the first store that had Verizon Wireless as its marquee only to be told that they werent a real Verizon store. I asked why is your store called Verizon Wireless and is it set up identical to every real verizon store out there and she just said, Sorry, cant help you, go to the real verizon store.
We go to the real verizon store, only to have the people doing nothing tell us that we have to go to the other side and wait in a line for 5 people going crazy. Every person who was having an issue had an LG phone! We watch as one guy ends up having to call LG directly from there since the people are claiming that they cant help him. At this point I realize this is going to be bad.
Finally, the rep calls us and we go over. She profusely apologizes about the defective handset and says she will replace it immediately and transfer over everything without a problem. She goes into the back comes out with a wrapped phone and does everything. I finally ask, "That is a NEW phone right, not a refurb? We bought this phone less than 2 months ago and its already defective...I dont want a supposedly fixed broken phone." "No sir, its a refurb, thats all we can do." After a few minutes of heated discussion, I ask for the manager. He comes over and is completely useless. He isnt authorized to do anything but give refurbs. (yeah right!) I point out that what he is saying is fundamentally flawed....I am familiar with the RTV process and what is done for the customer.....
To cut a long story short, we end up leaving with his managers name and no phone. On the way home I realize that we might still be covered by the return policy where we bought it, since it was during the holiday period.
Sure enough, the receipt shows the extended return period and the web site says it goes until Jan 24th. we call down to the store and are told that it will be no problem to switch out the defective unit for a new one. (Once again, right)
To make an even longer story short: We go to Worst buy and are subsequently told that the person was wrong...he comes over and claims not to have said that. We point out that its the written policy on the receipt and website but they wont budge. I finally get a manager involved who sits there and argues with the literature they provided when we bought the phone. We ask to be shown what he is saying in writing and he refuses. He puts us on the phone to 1-888-Best buy where the individual tells us he is wrong and he should take the phone back. He gets on and claims not to have said that to us.
We were in the store arguing with him for over an hour, where after he refused to give us his District managers full name claiming he isnt allowed and my wife getting it from another manager across the store, and my finally telling him that I am willing to show him my bar card whereby he says I am not questioning if you are a lawyer, I tell him I am questioning that he is really a manager and berate him for being a focking moron who didnt introduce himself, has violate 4 laws already and is going to be unemployed when I get through with his bosses boss...he finally agrees to switch out the phone.
Over an hour arguing with this idiot when we are standing there holding the paperwork supporting our case and making it iron clad if we go to court. I still cant believe it, but at least we did get the new phone.
Now we have to write the letter to his DM and boss regarding him...if he thinks that he can treat customers like that for an hour and then save his arse by giving in when he is wrong...well he has a lesson coming.