CRACKED SCREEN NOT MY FAULT

[Diana20344]

I purchased the s7 edge a week ago. It's black and they didn't have the silver one. It's on backorder. I was going to send the black one in within the 14 days but noticed a small Crack in the back at the bottom. I have never dropped my phone. I'm very careful with it. I called Verizon and they told me to take it into the store. I did. They looked at it and pretty much called me a liar. Sd it had to be dropped. I've been taking the otter box commuter case off and on and thought maybe I cracked it squeezing the edges to get the case on. They won't do anything about it because they researched what I told them and sd no one else has had that issue. They told me to do a warranty replacement for 199.00. Or I can send the phone back and get charged a defective device charge of 299.00.  I'd rather pay 299.00 and get out of the edge contract than be stuck with a phone that may break again. I think Verizon should have a little more lead way with customers. I've been a great one since 2001. 15 years and haven't filed an insurance claim in 8 years.  !

[naansalad]

you are right you have to work on it V will not replace it free regardless .

crack happened when you had phone in your possession ...sorry but you had given option to take care of it

its new device try to do warranty replacement for 199.00 I think you might get brand new one from insurance replacement no harm to call and ask.

[kaebfly · Accepted solution]

Unfortunately there is no way for Verizon to know what happened. It was cracked in some way while in your possession. It doesn't matter how long you've been a customer...you are required to return a device in like new condition if you are attempting to do a return. When you received it it can only be assumed that it did not have a crack. If you want to return it completely then you may want to accept the $299 charge that you will receive. You can also check and see how much a screen replacement would be (it may be cheaper than the $199 deductible).

[Diana20344]

This is correct. There is no way of knowing when or how it may have been damaged...so the blame falls totally on the customer. I'm really glad to hear it doesn't matter how long I've been a customer. That's why my services with Verizon will no longer be. My husband has att.

[Diana20344]

I really don't want to do an ins claim. I want to get out of the edge program and move along...

[naansalad]

then you can port your number to att and they will cover your edge fee  but make sure please follow their T&C to get it that promotion to cover your EDGE FEE

[kaebfly]

The same would be true regardless of who your carrier was. It would be different if you got the phone and noticed a crack when you opened the box. That's not the case. You were using the phone and at some point while it was in your possession and being used it was damaged. Why should someone else be responsible for it when you acknowledge that you were using it and even gave a possible scenario for how you may have accidentally damaged it? AT&T won't treat you any "better" in the same scenario but if your ultimate plan was to switch carriers anyway I'm sure the crack isn't the real issue. You do have options. If AT&T will cover the full cost of the phone under their switch promotion then you have that. You can do as you stated and pay the $299 or you can pay the insurance deductible of $199. Or you can do as I suggested and check the cost of just a screen replacement which may be cheaper than both prices already mentioned. I'm sorry that your phone has a crack but it's not reasonable for you to expect Verizon or any carrier to take the phone back with no penalty on your end when the damage occurred while you had it. Would you think it was reasonable for a company to send you something new that was damaged the second you opened it...but they said you had to eat the cost of that? Of course not. You would (I hope) immediately contact them and the shipping company to alert them that you received your order damaged...hopefully within minutes of opening the box and discovering it. I have no problem agreeing when Verizon is wrong but on this one they are not. No company will accept a phone back that has been damaged AND used under their return policy as it has to be returned in like new condition. A cracked screen is not like new.

[Tidbits]

You will not get credit to move to AT&T with s cracked screen on trade in. Also if this is about principles then no carrier should be on your mind as in the exact same situation they will do the same thing.

[naansalad]

OP can file for insurance then go to at&t for credit

but Op has to pay some $$ for sure from own pocket

[Diana20344]

I wasn't expecting get Verizon to replace my phone for free. I even asked them if they could possibly split the cost of the 299.00 since it may have been a blemish in the phone to begin with. You don't get anything in this world for free. I take responsibility for my actions. I just can't prove how or why it happened and neither can they.