Imagine, if you will, walking into a Best Buy store looking for that wonderful 46" Samsung thin-screen television... You buy one costing, lets say, $2,000.00 and think you get a good deal for what you spent.
You get home and really want to watch that HD DVD in all of its glory... You put it in and it works as expected. The colors are nice, the resolution... the people never looked so real and beautiful/handsome. Everything is just as you expected...
When the movie is over, you eat a quick dinner and turn back to watch the game on cable/ATT UVerse/Dish... whichever you own. Except, you only see static.
You put in another DVD, and the DVD plays just fine. Hmm...
You turn back on the Cable/UVerse/Dish, and static...
You take the television back to Best Buy and they apologize and give you a new television (new, not "refurbished"). You go home, and the same thing happens. You go back to Best Buy and again switch out the television for a new television (again, not refurbished). You go home, and the same thing happens.
Best Buy, when you return, is unable to explain the issue, but they see the same thing when they plug it into their system. In fact, other purchasers are complaining about the same issue.
Now... You still with me?
Imagine if Best Buy said they would give you another new television (again, not refurbished). The television they want to give you is a new Sony 46" that is close to but not exactly like the television you purchased. Now imagine Best Buy telling you they will "swap" the televisions out.
Would you accept or be happy if the Sony was $250 less expensive than the Samsung you purchased? Would you even expect Best Buy to make that offer? If they did, wouldn't you expect them to offer to also reimburse you the $250.00 in cash (or back on that credit card)?
Ok... Here is what Verizon is offering me...
I spent $299.00 on the Galaxy Nexus. They want me to exchange it for a "refurbished" SGS III. Nothing else. The SGS III is a nice phone, but it is a Samsung (I'm not sure that is a good thing any more...), and a "refurbished" SGS III certainly does not cost $249.00 (the cost of a new 32GB SGS III).
I am simply asking to not be out any money when I didn't do anything to "break" the device or make it not work as a phone.
This whole time (8 months), I've paid my full bill (over $200.00) and tried to be nice about not losing money on my purchase.
How is it a large company like Verizon won't make it right? Where is Verizon's principle? Is Verizon actually saying their customers who spend a lot of money on their service plan and on their phones should accept a less open and used phone as a full substitute for their phone and "not worry" about the difference in price? Really?!
Please... Verizon. You could have such a PR victory. I won't take any credit for it... Simply offer all of us who are affected by this issue a full refund to be used to buy whatever phone we want on your network. If I were making the decision, I'd even refund the full amount, take back the phone, and let the customer walk to another provider. Isn't that customer service?
What would you want your firm to do for you? Why should you not offer the same to your customers (without whom you would not have a company...)?
Awaiting the call back from Verizon (the fourth one promised), and I'm not sure I will even get this call either...
Sincerely,
me
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