The complaint has been investigated and
resolved to the customer's satisfaction
Verizon Wirelessregarding common customer complaints

I have been reading many common complaints on here regarding Verizon Wireless as well as other cellular companies and would like to respond to a few:

1. Complaints regarding loss of ringtones purchased through VZW when switching devices.
When you purchase a ringtone, you do not "own" it. You are purchasing a licensed tone that is licensed to the serial number associated with your device. This is a federal regulation that is in place to prevent fraud. Lets be honest, folks. If you could buy a ringtone for $1.99 and then send it to other devices, you would. This is illegal. If you get upset about it, complain to the FCC. It's not VZW's fault. In other words, yeah it sucks that you cant transfer tones, but its a license issue, not a greed one. Another option that is available to you is called "My Media Retrival" through your My Verizon account. This is a free service that allows you to retrieve licensed material on warranty replacement devices. This is only available for tones purchased in the last 90 days, again, due to licensing restrictions. Which brings me to my second point...

2. "VZW didnt tell me/ call me/text me/send me a message in a bottle to let me know I was over my minutes"
There is a website. Its called My Verizon. Its located at When you sign your contract/upgrade a phone, you are given detailed literature on how to sign up for this website. It is likely that you rep mentioned it to you as well. Here, you can view your usage, your detailed bill, suspend/reconnect service, upgrade your phone, view/change your plan and basically manage every angle of your service. You are given many tools in order to make sure that you are always up to date on your account. In addition to My Verizon, your phone is pre loaded with the contact #MIN, which, when dialed, will send you a free text message notifying you of how many minutes you have used.

3. "This phone is junk. You should give me a new one"
This is probably the biggest complaint of all, and partly the fault of the cellular industry. In the 90's, VZW along with other companies handed consumers free phones in order to get consumers to sign up for service. In the decade since, not only has the industry changed, so have devices. Due to consumer demand, cell phones now are slicker, more advanced, and capable of amazing features such as touch screens, MP3 players, full qwerty keyboards, etc., all of which allow the consumer to do all of the "cool" things they want to do. These phones are expensive! The profit margin on phones, quite frankly, doesnt exist for the carriers. Carriers make their money on the monthly access charges. When you look at the price tag on a phone in a retail store, you will see the two year promo sales price, and the full retail price. Allow me to break this down for you: An advanced touch screen device retails for $449.99. Your two year promo price may be $49.99 after $50 mail-in rebate. This is a savings of $400. That phone likely cost the carrier $400 to purchase through the manufacturer. The reason that they are subsidizing the cost of the phone is that they will recoup the loss though the $60+ you are spending per month on your monthly access. Therefore, you are given this subsidy every 2 years when you fulfill your agreement and are agreeing to another 2 year contract. (New Every Two). So, as you can see, this is why you arent given a free phone whenever you want one. In addition, the company (probably due to tiring of so many near sighted customers), is now giving you this subsidy every 20 months...FOUR months prior to the end of your contract!
Now, on to the whole "this phone is junk" theory. As someone who deals with this issue in the store constantly, I can tell you with certainty that there is a pattern involved with people who constantly have problems with their phones. Many, many times, it is user error. NO one wants to hear this, but it is simply true. Two thirds of phones that go back to the manufacturer for "technical problems" are found to be functioning properly. What I see much of the time is that consumers have had their phone replaced under warranty multiple times and yet still think it is the phone and not something they are doing. Running their internal memory until it is completely full (which causes intermittent power cycling and sluggish delays in performance), failing to ever turn their phone off (which reduces capacity of running memory), and dropping and tossing their phone around all cause problems which can be passed off as warranty issues, especially for overworked tchnicians and store employees who are stretched to their limits and too busy and stressed to try and explain to yet another bitter and angry consumer that they have ANYTHING TO DO with their phone issues. Honestly, its easier to replace it then argue. This is not to say that there arent phones out there with technical issues. They are, after all, electronics. What consumers need to remember though is that they are eletronics that are being used 8-12 hours per day, 365 days per year. They are tossed around in purses, pockets, and holsters, sat on and dropped, and touch with dirty, wet, and greasy hands. Add some of those features that consumers like such as touch screens and youre asking for something to go awry. I honestly wish that Samsung, LG and other manufacturers sold their own phones to consumers at cost and then consumers brought them to the carrier for activation. Then consumers would not only realize how much these phones cost but also appreciate the extensive warranty replacement programs that we have in place for them.

These are only a few key complaints, but I felt it might help to address them just to help all of these complaining consumers understand better.


  • Co
    connie franklin Mar 30, 2010
    This comment was posted by
    a verified customer
    Verified customer

    i'm making a complaint against verizon because i have a prepaid phone where i usually buy a phone card and activate it to use minutes. well all of certain verizon wants to give me a limit or date to order more minutes or else disconnect my service even though i have not already used all my minutes, so i called and talk to a representative who i couldnt get any help from and wouldnt give my minutes back on the phone, i told her i was filing a complaint because if you buy your own minutes you should be able to use them like you want too. what made me so furious is the fact that they cut my phone off knowing that i had money on there to use, i mean they just took it like they paid for that card. i'm so mad at them i told i'll never do business with them again because thats just not right, its bad business, they need to be reported to the BBB.

    0 Votes
  • Ha
    HatHat Apr 01, 2010

    Best post here.

    0 Votes

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