Verizon sucks!
let me see if i can offer some insight. i'm a tech rep for t-mobile.
first off - even the best companies have their shady ways.
second ... as far as your daughter's phone goes - every cell phone company requires that troubleshooting (official ... with a tech rep) be done before an exchange is done. some of the time you can get by that, but majority of the time, the policy sticks.
if her phone is LESS than a year old [with no liquid or physical damage], there's no need to break out the insurance policy. that's paying an unnecessary deductible. besides - the insurance company (asurion, if you're with verizon) requires that the troubleshooting has been done, as well. [speaking of the liquid damage, it's determined by the "LDI" on the back of the phone. it'll be a small square, rectangle, or circle ... no letters/words/numbers - very plain ... and it will either be red, white, or pink. if it's pink or red, then your warranty is voided and you HAVE to use the insurance)
OOOKAY. so going further. i don't know what kind of phone your daughter has, but they're all generally the same on the inside. first, with the freezing and shutting off - take a look at that little sticker (the LDI "liquid damage indicator") on the back before doing anything. if it's white ... then go ahead with the troubleshooting. ask her how often she turns it off (every phone needs to be turned off at least once per day).
also ... check her memory. memory requirements are different on every kind of phone, so i can't really give any insite there. generally speaking, though ... blackberry devices need 16,000,000 bytes to run successfully ... htc devices need 20-25MB.
as far as the other stuff ... the whole friends and family thing. yeah ... verizon sucks with that. my brother is with verizon and they just screwed him over, too. as a matter of fact, i used to work for verizon about 7 years ago ... and our joke in the call center was "thank you for calling verizon, my name is ___________, and how can i f**k up YOUR bill today?".
sad, but true. lol need any other help, let me know and i'll give you any knowledge i have.
if all else fails, threaten to cancel (BLUFFING ...). but if they take you seriously, tell them you're going to keep it on until you decide who you're going to port your number to & end the call. the retention department is there so you can do that lol ... GENERALLY, they give good deals.
hope i was of some help!
first off - even the best companies have their shady ways.
second ... as far as your daughter's phone goes - every cell phone company requires that troubleshooting (official ... with a tech rep) be done before an exchange is done. some of the time you can get by that, but majority of the time, the policy sticks.
if her phone is LESS than a year old [with no liquid or physical damage], there's no need to break out the insurance policy. that's paying an unnecessary deductible. besides - the insurance company (asurion, if you're with verizon) requires that the troubleshooting has been done, as well. [speaking of the liquid damage, it's determined by the "LDI" on the back of the phone. it'll be a small square, rectangle, or circle ... no letters/words/numbers - very plain ... and it will either be red, white, or pink. if it's pink or red, then your warranty is voided and you HAVE to use the insurance)
OOOKAY. so going further. i don't know what kind of phone your daughter has, but they're all generally the same on the inside. first, with the freezing and shutting off - take a look at that little sticker (the LDI "liquid damage indicator") on the back before doing anything. if it's white ... then go ahead with the troubleshooting. ask her how often she turns it off (every phone needs to be turned off at least once per day).
also ... check her memory. memory requirements are different on every kind of phone, so i can't really give any insite there. generally speaking, though ... blackberry devices need 16,000,000 bytes to run successfully ... htc devices need 20-25MB.
as far as the other stuff ... the whole friends and family thing. yeah ... verizon sucks with that. my brother is with verizon and they just screwed him over, too. as a matter of fact, i used to work for verizon about 7 years ago ... and our joke in the call center was "thank you for calling verizon, my name is ___________, and how can i f**k up YOUR bill today?".
sad, but true. lol need any other help, let me know and i'll give you any knowledge i have.
if all else fails, threaten to cancel (BLUFFING ...). but if they take you seriously, tell them you're going to keep it on until you decide who you're going to port your number to & end the call. the retention department is there so you can do that lol ... GENERALLY, they give good deals.
hope i was of some help!
I work for Verizon Wireless and even though I love the company and my service, I know all too well the issues that customer's experience on a daily basis.
Regarding your phones....they are automatically covered by a 1 yr manufacturer's warranty beginning at the date of purchase. If they don't work, have them reviewed by a CORPORATE STORE technician. They CAN order you a replacement device.
Insurance (Asurion) is to be used only when the phone is Lost/Stolen/Damaged on your part.
Friends & Family.....all numbers added take 24 hours to process. If the number is deducting from your calling plan allowance, customer service CAN check the effective date of when that number was added to your account and you are entitled to a full rerate of your invoice if you experience any overage.
Regarding the administrative fee and it allowing you to get out of your contract without penalty....NOPE. Policy is, if the increase in the administrative fee adversely affects you, what VZW will do is credit the increase in the admin fee for the remainder of the contract on all lines so that it stays the same as what you originally signed your contract for.
I'm so sorry that you're having trouble, if I can be of further assistance please let me know.
Just as a sidenote....if you are having difficulty, always contact customer care. They are always more willing to help you than stores because the stores are commission based and will do NOTHING to accomodate the customer. However, a corporate store will have to honor whatever customer care notates in the account. So if customer care arranges for you to get a new device or a discount, or whatever the case may be. If it's notated the store has to honor it.
Regarding your phones....they are automatically covered by a 1 yr manufacturer's warranty beginning at the date of purchase. If they don't work, have them reviewed by a CORPORATE STORE technician. They CAN order you a replacement device.
Insurance (Asurion) is to be used only when the phone is Lost/Stolen/Damaged on your part.
Friends & Family.....all numbers added take 24 hours to process. If the number is deducting from your calling plan allowance, customer service CAN check the effective date of when that number was added to your account and you are entitled to a full rerate of your invoice if you experience any overage.
Regarding the administrative fee and it allowing you to get out of your contract without penalty....NOPE. Policy is, if the increase in the administrative fee adversely affects you, what VZW will do is credit the increase in the admin fee for the remainder of the contract on all lines so that it stays the same as what you originally signed your contract for.
I'm so sorry that you're having trouble, if I can be of further assistance please let me know.
Just as a sidenote....if you are having difficulty, always contact customer care. They are always more willing to help you than stores because the stores are commission based and will do NOTHING to accomodate the customer. However, a corporate store will have to honor whatever customer care notates in the account. So if customer care arranges for you to get a new device or a discount, or whatever the case may be. If it's notated the store has to honor it.
Life is not about making it through the storm....but learning how to dance in the rain. 
i work for vzw. if ur phone is under warranty you can get a replacement. 1 year warranty. If u have insurance can submit a claim. Or call customer service and asked for your early upgrade date change due to tenure with the company.
As far as f&f goes. Log on to My verizon and verify the number in question. Also look on your detail calling history and check. There could be error.
If ur daughter got phone six months ago and its freezing can be under warranty.
Call cust service they will help. The store purpose is to sale and they dont know nothing.
I work in customer care.. be nice to us we're more than likely to go to the bat for nice customer.. Mean, nasty, ghetto customer will get some BS story!
Good luck
As far as f&f goes. Log on to My verizon and verify the number in question. Also look on your detail calling history and check. There could be error.
If ur daughter got phone six months ago and its freezing can be under warranty.
Call cust service they will help. The store purpose is to sale and they dont know nothing.
I work in customer care.. be nice to us we're more than likely to go to the bat for nice customer.. Mean, nasty, ghetto customer will get some BS story!
Good luck
"IT WORKS IF YOU WORK IT, YOU DIE IF YOU DONT, SO WORK IT, ITS WORTH IT AND LIVE IT"
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PRE-OP-270/POST-OP-260/CURRENT-175-/GOAL-160-NEW GOAL-140
I know I'm late on a reply, but I must say I've never experienced anything like that with Verizon. Everytime I have a problem with the phone I take it to tech support in the store and they replace it if they notice the problem. I have had 3 LG chocolates (kept freezing) 3 Samsung Glydes (touch screen sucked so bad lol) and 2 Samsung Alias' (couldn't hear through the speaker). I currently have a LG Voyager and I have yet to have a problem with it.
If all else fails I would call the phone manufacturer since it is there phone and see if they can replace it for you. Other than that I've always had a great experience with Verizon Tech Support.
If all else fails I would call the phone manufacturer since it is there phone and see if they can replace it for you. Other than that I've always had a great experience with Verizon Tech Support.
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