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defective handset return policy

Miembro

My handset died on me. It will not turn on or register when i plug it into the computer and it will not charge. I'm a customer under 30 days, can I return the handset to the store or do I have to send it to samsung or ??? I did not purchase insurance.=\

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Re: defective handset return policy

Sr. Member

The return period is 14 days so if you are within that time period then you can return it to where you bought it.  If you are outside 14 days then I would suggest calling customer service at 1-800-922-0204 and do some troubleshooting - if they can't fix it and there's no physical/liquid damage then they can process a warranty replacement for you.

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Re: defective handset return policy

Novice

Adding to crelin's suggestions: If you happen to use the warranty service, be prepared to be :

1. charged $600 + tax on your bill because Verizon will tell you they never received the defective phone, even if the tracking shows they received it.

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2. charged $300 + tax on your bill because Verizon will tell you they received your phone but it already had physical damage. You can't prove them otherwise.

Choose your options.

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Re: defective handset return policy

Community Manager
Community Manager

@theyliedtome

I really don't want this to be your first impression of your device and our service!  I'm sure we can resolve this problem for you.  Does the device have any physical or liquid damages?  If so, and you have insurance coverage, you can file an insurance claim here: http://bit.ly/07CrqPK.

If the device is not damaged, we can look into other replacement options.  I would like to include a link that shows our Device Replacement Program here: http://bit.ly/QEfZ58.  Let me know so I can further assist.  ¡Gracias!

AnthonyTa_VZW
VZW Support
Follow us on Twitter @VZWSupport

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defective handset return policy

Leader

All Verizon phones have a one year manufacturer warranty.  As long as there is no water damage or any sign of physical damage, they will exchange it for you.  try reading the post before you respond to it.

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Re: defective handset return policy

Novice

You should mark your comment "ON PAPER" in big lettering. Many verizon customers sent devices back to the warehouse that didn't have any damage, internal or external, only to be charged later hundreds of dollars claiming damage/loss of the equipment where very conveniently verizon's decision is final.

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Re: defective handset return policy

Leader

What is your source for "many"?  While I don't doubt that this has happened on occasion, I would expect that occurence rates are less than 0.1% (this is based on seeing less than a dozen of these complaints on the boards here vs. the millions of customers they have)

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Re: defective handset return policy

Novice

Yes, verizon has millions of customers, but they are not doing millions of warranty swaps. The horror stories are on this forum, as well as other parts of the web.

Even if there was only ONE case, it's too many. By requesting the warranty service from verizon, a customer becomes vulnerable to false charges by verizon. I didn't say it will happen for sure - but you cannot deny that it's a possibility (because it happened at least once). That's my point.

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Re: defective handset return policy

Sr. Member

and I guarantee at least once someone didn't fully check their phone for damage or corrosion before sending it in and claiming "there was no damage!" - that's my point.

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Re: defective handset return policy

Community Manager
Community Manager

Dear msturgis,

Good afternoon. Providing customer disclosure is very important to Verizon Wireless. I know how concerning it can be if you were to be charged a damaged device fee. It would be my pleasure to clarify our damaged device fees.

In the event your device needs to be replaced through the one year manufactures warranty, you may do so free of charge as long as there is no physical or water damage to the device. When processing order for a replacement device we do disclose this and also disclose if we do receive the device back with physical or water damage, you will be billed a damaged device fee of $299 or higher. In addition, our warehouse does take picutres of the device and provides them to you, letting you know where the physical damage is. Have you recently been billed a damage device fee?

Should you have further questions or concerns, please feel free to reach out to us. We would be more than happy to assist you.

Gracias,
Michelle_VZW
Please follow us on twitter @VZWSupport

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