Verizon sucks!
Our family pays almost $200 a month for cell phones through verizon. My husband and I have been customers for four years and recently added our teenagers.
My phone started acting up a couple months ago so we go to verizon so I can get a new one. The rep says sorry you have four months left on your contract so if you want a new phone you will have to pay full price. I was like WTF my phone is not working but I still have to pay every month for something I can't use or pay full price for a new phone? Yep.
My daughter just got a phone from them on our plan 6 months ago and her phone is freezing up and shutting off. Husband took out insurance on the kids phones but it didn't matter they would not replace her malfunctioning piece of crap. A year and a half left on that contract.
We have the friends and family plan and my husband notices that we are being charged for a number in our circle of supposedly free calling. The service rep says "maybe you entered the wrong number when you signed up." My husband verifies the number with our son and the number was correct but we are still wrong apparently.
When did companies lose the whole concept of "the customer is always right?" You can't win an argument with these greedy *******s. I want to dump them but my husband doesn't want to pay to get out of the contracts.
Anyone else have an experience like this?
I have never had Verizon, but I will say that Sprint is the Devil!!!
Review your insurance contract & confirm that your phone is covered if it breaks. I believe they are supposed to attempt to repair it first if it is what you're describing, then if that doesn't work, they are supposed to replace it. You are not limited to the store where you purchased your phone to get service, so go into another store ask for them to provide assistance, per your insurance contract & spout what your contract states to confirm that you know what your rights are per that contract. If they are resistant, then tell them that that you want to talk to the manager, then the regional manager if necessary. Another step you can take, instead of going into a store is to talk to the department that handles the insurance directly & tell them you need a new phone because it is damaged. If the csr isn't cooperative, then ask for a supervisor, always reiterate the verbage in the contract that confirms replacement & tell them that they have to honor that. You can always threaten to file a fcc & a bbb complaint, if they refuse. Then follow through if you don't get satisfaction.
As far as getting out of your contract without a early termination fee, you probably have an out. Verizon contracts state that if adminstrative charges or changes materially adversely affect you, that you may get out of your contract without the ETF. So, look at your last 3 months bills, as there should be notification of increase of administrative charges. Then either go into your nearest store or call the termination department & tell them that you are fed up with the charge increases & just can't afford to be on the plan anymore, so you want your plan cancelled & the etf waived, per your contract, as these increases are having an adverse impact on you. Stand your ground, as you may be in for a bit of a fight, put be adamant about them waiving the fee., as they only offer to waiver part. Again threaten to file a complaint with the fcc& bbb if they are refusing to honor the terms of the contract. Now there is a possibility that they may offer you the oppertunity to reup with new phones & a better contract, so it be become a win win situation for you as well.
Good Luck!
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Ive had experiences such as yours with other companies. It happens....and sadly enough the consumers are the ones left holding the ball while the companies still expect payment each month because of a contract that was signed when the service was initially set up.
If I were you, I would make one last ditch effort to discuss your grieveances with someone in management.....most of the time when you express that you are considering leaving the company.....you will get a response that works in your best interest because the bottom line is they want to KEEP you as their customer. You might even want to put it in writing so that you have documented proof.
Whatever you decide to do...I sincerely hope that things work out in your best interest.
Cause theres nothing worst than having to pay for and be stuck with something or someone that isnt meeting your needs to total satisfaction.
In life, and especially on this journey there are sure to be days when you falter and give in.......just remember to never give up. 
I don't just have issues, I have subscriptions! I'm saving on the newsstand price....... 
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When you get new phones from your carrier, you auto-extend your contract for 2 years, (unless you pay up front the full price of the phone, rather than the promo price).
To avoid paying full price or a 2-year extension of contract, we buy used replacement phones off ebay (be sure the seller mentions which carrier the phone is for, because it's carrier-specific). Just take the replacement phone into the VZW store to have them program it to your number.
It's a good way to plan your exit of their contractual hold to switch carriers without all the fees (and remember, you can now port your same phone number to the new carrier if you want).
Best wishes!
I never had an experience remotely like this in all the 12 years. My husband breaks phones on a regular basis and has never had a problem getting them replaced (we paid the $4/mo for the insurance). Each time he broke his phone, he got a new one.
The key is to deal with Verizon directly by phone (1-800-2 JOIN IN). I wouldn't bother with the stores at all.
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