[HTC Rezound] tynman11:
Sent the following email to Verizon on my issue (was originally about 5000 characters and very detailed, but had to shorten it down to 2000 to meet their limit on number of characters):

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My wife and I upgraded to the Rezound for the following reasons:

•	8MP camera

•	Removable batter/storage

•	HD screen

However, we’ve been through a 16 refurbs! Due to this frustration, I escalated with managers at Verizon, HTC, and PCD.

I started with Verizon and explained that my preference would be to either get a new Rezound vs a refurb due to the amount of issues I’ve had with refurbs. That or be upgraded to the GS3 as it’s the only device that is as good or better than the Rezound. I was basically given 2 options:

1. Continue requesting refurbs.

2. Settle for a lower featured phone (Nexus or Razr).

3. Purchase another phone off of Amazon/Craigslist.

The manager at HTC explained to me that they have nothing to do with the repairs of refurbs as Verizon contracts to PCD to do the repairs on these devices. From there I was then directed to call PCD or go back to Verizon.

I was told by PCD that they only repair devices and that my only option with them was to send in my refurb to them for repair or go back to Verizon and request another refurb. I don't trust that they would fix the problem anyway given all of the bad refurbs.

All of the managers that I've spoken with have been very understanding and courteous; however, no one has provided an acceptable solution to the issue. All of these companies seem to be "caught in the middle" with no one really accepting any responsibility for customer satisfaction or standing by what they are selling. But basically, after all this time and effort, I’m right back where I started with running through refurbs doubting, but hoping, that I will get one that works.

I am strongly considering paying the ETF so I can get a phone that was not “repaired” by PCD as it will be cheaper than buying a phone off contract, but before I go down this road I’m making one last ditch effort, as recommended by one of your service reps, to see if Verizon

Corporate can help me out.

Thanks for your time and consideration

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Below is their response.... BOOOOO!!!!

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My name is Carmen and I am sorry to learn that your experience with Verizon Wireless has not been the best. I understand having to deal with multiple replacement phones got to be upsetting. I am sorry that you are wanting to disconnect your service and it is definitely not what we want.

James, when there is a defective device, we send them back to the manufacturer for a warranty exchange. These phones are not brand new but repaired phones and they go through a 200 inspection point to make sure they are in perfect working condition. I regret to inform you that we will not be able to provide you with a new phone instead of a reburbished as this is not how we work our replacement phones with the manufacturer. I know this was not an answer you were expecting but I want you to know that your business is very important to us and that we value your continued loyalty since 2006. Please call our technical support department if your most replacement phone is giving you issues again, we might be able to look at another phone option depending on our inventory.

Thank you for being the best part of the Verizon Wireless family and have a great rest of your day.

Sincerely,

Carmen

Verizon Wireless

Customer Service