(Bloomberg)
Despite what you might read each week in The Bottom Line, the consumer isn’t always right.
Consumers, all of us, only think we’re right every time. Jennifer Johnson of East Haddam thought she had a case against Verizon Wireless after being promised a free upgrade to 4G service with a Motorola Xoom tablet she bought last summer from a Verizon store in Old Saybrook.
Johnson was ready to cash in on the faster-speed upgrade in March when calling Verizon about an unrelated problem with the tablet. The customer-service representative, she says, offered to send a box so she could ship out the Xoom to Motorola for the upgrade.
The box never came. Four months later, in early August, Johnson stopped into a Verizon store and again asked about the upgrade. Too late, she was told. The upgrade offer expired in March.
Who’s right so far? Should Verizon give Johnson the upgrade or was it her obligation to question sooner why she never received the return-shipment box?
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