[digi]

By no means am I one to stick up for Verizon, but I can say that after my market switched over a few months ago, my wife and I had major problems with texts, but also some problems with calls. However, after giving it some time, all is well, and I really have no complaints with service.

I have had a recent ongoing problem with customer service though, which after two weeks, has finally come to an end. And to be honest, I couldn't be happier with the outcome. Long story short, my touch pro keyboard went out, and power button stopped working, so to use the phone at all I have to wait for it to boot up, or keep it awake all the time.

I called VZW and was sent a replacement. What came was a Verizon model Touch Pro, I called to say I would not accept this as a replacement for my Alltel Touch Pro. I was then told the Alltel version was no longer available, and I would have to accept the Verizon model, or I could pay for an upgrade to any phone I wanted. I explained that I had just paid 500 dollars for this phone, and no way was I going to accept anything less as a replacement, nor would I pay for a new phone and still have this damaged one.

I was then offered a Touch Pro 2, but was immediately told it was out of stock, and then my options went back to accepting the Verizon model or upgrading. I asked repeatedly for my call to be escalated to a supervisor, and was repeatedly denied. I ended the call with the rep noting my account of the situation, and that I would call back the next day to see if new stock was available.

I called back the next day, and the rep I talk to this time, also confirms the Alltel Touch Pro is not available, and that the Verizon Touch Pro 2 is out of stock, and then offers me a brand new Imagio. I said that would be great and the order was on the way, so I thought. Four days later, after not receiving so much as an email about the order, I called back and was told that the order was cancelled, never got a call, an email, a text message, nothing while I sit with a broken phone. This rep tells me the Alltel Touch Pro is available and sends one out, at this point I was steaming mad, after thinking I was getting an Imagio for four days and reading all about it, I was very excited, even ordered accessories for it.

So more days go by, finally get the Alltel Touch Pro in the mail, and at first glance all is well. As soon as I power it up a huge problem is immediately apparent, the screen is totally washed out with a white tinge to it, so bad that the red info at the bottom of the screen during boot up actually shows up yellow-orange. Closer inspection of the phone and I find hundreds of what looks to be tiny teeth marks in the housing, as if a puppy chewed it up, these are actually perforating the antennas on the back and across the camera lens. Also it has an actual crack in the chrome trim around the screen, even has a large gap between the trim and the screen that I could slide my thumbnail into, last but not least, its missing one of the rubber bumpers that the keyboard rests on when its in the closed position causing it to sit crooked. Strangely enough though, it seemed lightning fast compared to my own, even on the stock Alltel ROM.

Anyways, at this point, I've had enough, called back and explained my problems to a rep, he actually asked me if I would like to speak to a supervisor. I told her what I had been through, and she sent me out an Imagio right away, it actually shipped out within an hour of getting off the phone with her to my surprise, and it will be here tomorrow.

So, even with all the incompetence, she stepped up and made it right, and followed through with what they said they would do, and made me happy again.

Okay I know there was nothing short about that story whatsoever, sorry. But I hope my experiences can help someone else out there.