Troubleshooter: New phone

GARNER David Allison says he has used Verizon for years. So when he had the opportunity to get a new phone with a two-year contract, he went for it.

But he soon found out he got way more than he wanted.

"I was just going through the files, getting to know it a little better; and there are these pictures of this guy wearing a towel in front of the bathroom mirror," Allison said. "Someone could have been horribly offended by these pictures."

The pictures were dated from before Allison even got his phone from A Wireless in Garner -- an authorized dealer of Verizon. He says he was told the phone was brand new.

"I went in there to sign a new two-year agreement and get a new phone and they gave me this," Allison said.

Besides the pictures, the phone had music files.

"Why is this on my phone," Allison said. "This is obviously not a new phone. Why did they sell me this phone?"

Allison says he called A Wireless right away and says they told him to bring the phone back to the store.

"When I asked for a guarantee that it would be brand new directly from the manufacturer, he said he couldn't make that guarantee," he said.

So, Allison says he called Verizon.

"They told me they couldn't do anything for me because the store where I bought the phone is not a corporate Verizon it's only an authorized retailer," he said.

Allison says he went back to calling A Wireless.

"I called them and left messages for the store manager and for their district manager to call me back and all their employees there, aside from taking my message, said they couldn't help me at all," he said.

Upset, Allison got in touch with ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

"Nowhere in my contract does it say it's a certified pre-owned phone," he said. "It all says new phone new phone."

Wilson went to A Wireless and the manager said she wasn't aware of the problem and directed Wilson to her corporate office.

A representative with Verizon got in touch with ABC11 and said the phone Allison got was in error as that phone was scheduled to be returned to their warehouse.

She said as soon as Allison advised workers at the store about the problem, he was told to bring the phone back and they would exchange it for a brand new phone. But Allison did not return nor does she say A Wireless has any record of him making additional calls about this matter, but Allison disagrees with that.

Regardless after ABC11 got involved, Allison went back to A Wireless and exchanged his phone, for a brand new phone, with no problems.

The rep for Verizon added that they regret their initial mistake and the inconvenience of all of this.

To compensate Allison for his troubles, he did get an accessory of his choice.

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