Public Mediation

Verizon Wireless-Dispute-#1247643

R. B. vs. Verizon - Headquarters
1 Verizon Way, Basking Ridge, New Jersey, 07920-1025, United States
Amount Involved: $2,090.00
Complaint(s): Bad business practices
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1247643
    • Amount Involved: 2,090.00
    • Filed On: Dec 03, 2012
    • Posted On: Dec 14, 2012
    • Complaint(s):
      • Bad business practices
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"Verizon Wireless 4G coverage for my primary area failed in July, 2012. Various support efforts produced new SIMM chips for my existing Pantech 4G modem, which did not work, at which point I was told that my only recourse was to buy a new modem because my Pantech modem was three months out of warranty. I agreed and was compelled to sign up for another two years of service.

As it turns out, the problem was not with the modem, rather with a degradation of Verizon's 4G coverage to 3G coverage at my primary usage location, which, subsequently, in a support session, they admitted. But it is much worse than this.

The new modem they sent (Novatel USB551L) was defective. My computer service company (Winchester, Daytona Beach, FL) finally was able to determine that the modem had an internal circuitry electrical and/or switching short that caused physical damage to three desktop computers and, perhaps, a laptop computer. (They could not verify the problem on the laptop.)

At this point I have incurred about $600.00 in repair expenses for bringing 2 of the 3 desk top computers back to life. The third computer is yet to be repaired at an estimated expense of $250.00, but, as with one of the other two, the problem has been identified as a basic motherboard issue because at power on (the power supply is OK), the CMOS will not "post".

The replacement Novatel wireless modem is working satisfactorily on the repaired computers and another laptop that I have put into service; and after at least three months of no 4G coverage, the the Verizon Wireless Broadband system was back to 4G for my location in late October.

Today (3 DEC 2012) I called Tonya at Verizon Support (888-345-5509, ext. 7467). I offered to provide full documentation to support what I have described above and she was not interested in considering any adjustment whatsoever."
...
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Additional Communication Between Claimant and Verizon - Headquarters Hide
  • Feb 06, 2013, Claiming party added:

  • Verizon Wireless has created a maze of corporate entities and fictitious names making it almost impossible to determine the actual business entity in Florida to be in receipt of service of process for a small claim suit. It comes down to picking the most likely looking name (LLC), even though most of them show the home office address in Basking Ridge, NJ, but FL law requires service on a registered agent in Florida, not in NJ.

What Claimant Wants Hide
1. Damages: Actual and Estimated Repairs of Damaged Computers Dec 18, 2012 $850.00
2. Pay me for my time: 8 hours @ $155.00 per hour (my professional rate) Dec 18, 2012 $1,240.00
3. Other – Copy claim to regulators Dec 18, 2012 $14.99
4. Other – Pay for claim posting cost Dec 18, 2012 $7.99
5. Other – Physical delivery charges Dec 18, 2012 $2.99
Cash total : $2,115.97
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Verizon - Headquarters. This claim will remain posted until resolved
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  • Comment: by JohnnieMae Gaskins — Online mediator
    • On: 12-15-2012
    View more
  • Dear Customer,

    I would suggest going back to verizon. But this time ask for a manager, someone that has the authority to make the adjustment. If their not willing contact the corporate office. You should be heard at this point and someone with the authority that can make the type of adjustment you need based upon the information you supplied. Thanks JMG
  • Comment: by Jennifer Sheehy — Online mediator
    • On: 12-15-2012
    View more
  • In addition the advice already given, I would definitely encourage you to file a complaint with the Federal Communication Commission, which helps to set rules and regulations in regards to broadband connections. Damage to your computers based on faulty equipment provided from the company should be covered.
  • Comment: by Renda Tucker — Online mediator
    • On: 12-15-2012
    View more
  • Have you tried talking, emailing with scan copies of doc attached, or a written letter certified to verizon corporate office? If there is a free standing billing and payment location for verizon in your area you can walk in with documents, explain your experience and see if they can help. When talking on the phone to someone regarding issues with billing they may have and may not have customers' best interest at heart. Seemingly the person you talked to was not interested as you stated. They have to deal with complaints on a daily basis and individual's point of taking complaint's on a hourly basis level of tolerance varies. Hope this helps.
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