I received my Tour last week - I had ordered it online. The trackball wasn't working properly, so I took it back to the Verizon store today.

I had no problem convincing anyone that there was a problem with the trackball and they were going to exchange it right away.

Problem #1 - mine is a non-camera Tour and they only had camera Tours in the store. They were going to charge me a restocking fee because I was exchanging for a different model. However, one of the salespeople noticed on my account that I am a VIP (how I am a VIP I have no idea!). Problem resolved.

Problem #2 - when buying online you get an instant $70 rebate. This does not happen in the store. So I had to pay $70 to exchange my phone, which I can get back when I mail in the rebate form. Even after speaking with a manager I could not convince him to exchange the phone without the $70 charge. My only other option would be to ship back the phone, use my old bb in the interim, and wait for a new phone to arrive.

Problem #3 - I was charged sales tax on the $70, which the manager said he cannot refund and I won't get back with the rebate. I already paid sales tax on the first phone.

Aggravating, but my new phone's trackball seems to work just fine.

Wirelessly posted (Its All About the U!)

Unfortunately, when you are a carrier that has 90 million users, its hard to argue. I am sorry for your experience.

You are correct. And I kind of feel badly for the employees who work there. They have to put up with a lot of crap from customers. I tried to be nice and friendly. It always makes a difficult situation easier for everyone.