I bought for my daughter an ENV2 cell phone last year. After exactly 1 year and 4 days the phone shut down completely. I contacted Verizon customer service and I was told that I was going to receive a replacement, but I had to pay 50 dollars. At this time I have lots of concern about this phone because I had surfed the net, asked my daughter's friends and I found out that many people were experiencing the same type of problems. The customer services were very rude and not cooperative basically i was told that this was the only thing they could do and try to hang me up. I had a very hard time to make a supervisor come to the phone to answer my questions. At the end I requested to speak to a manager, I was told I will receive a phone call from a manager within 24 hours, but I still had not received any phone call after 24 hours.!! During the phone conversation with Verizon customer service they try to brush me off and refer everything to company policy. They told me I wasn’t dealing the matter in a “ professional manner” and they told me that they were going to “educate” me about the warranty policy. The paid replacement is refurbished and has only 90 days warranty!!! Verizon doesn’t allow any extended warranty on this product: this indicates that the replacement is not reliable and will probably last only 91 days…which means I will have to pay another $50 to have another cell phone., which will then last another 91 days…… My contract will expire in 1 year, if the phone continues to break every 90 days, which happened to a lot of people, then in 1 year I will have to pay more then $200.00 just to have a working phone. I couldn't find any cooperation from Verizon, the only thing that the dealer at the store told me was to wait for the replacement to break so that I will finally have a CASE and the company will be forced to "make me happy". I don't think I have to pay $50.00 for a product that has only 90 days warranty: to me this tells me that it is not considered reliable. I'm not sure what to do to make a BIG company to take care of one customer’s problems, I am extremely disappointed that VERIZON, not only doesn't stand up for their products but also the conduct of the customer service is RUDE, UNPROFESSIONAL AND NOT CUSTOMER ORIENTED!!! . On the net there are enough complaints and Verizon should recall the product!!! admitting that ENV2 has a manufacture problem!!!
Daniela Milam
215-740-9589