Edge return issues

[aramire77]

Where can I find Verizon's return policy? The only policy I see online does not address anything with regards to shipping back defective devices and who is responsible if the device is lost. I have been a customer for over 10 years and have never had any issues with regards to returning any device until now. I am being charged almost 400 dollars for a device I returned. However, the tracking number doesn't show the package was ever sent out. I called the post office to file a claim but I am not able to do so since the return label was created by Verizon and therefore it would have to be filed by them. I need a copy of the return policies as well as perhaps my service contract, which I will be ending today. I have called customer service a few times and I am appalled at the lack of response and help that they have provided. I can't believe that after years of being a customer this is how they choose to treat their customers.

[Ann154]

The return policy is located at the bottom of every Verizon Wireless web page. http://www.verizonwireless.com/b2c/globalText?textName=RETURN_POLICY&jspName=footer/returnPolicy.jsp

[aramire77]

I saw that return policy but it doesn't address who is responsible if the device is lost in transit. The only language they provide as guidance is the following:

At our discretion, we may decline your return or charge you a fee for a missing item, or for items that we determine are damaged or require service. If you return and we accept your merchandise within the return period, we will refund your purchase price, subject to the restocking fee. If you return a wireless device without a UPC on the box, the amount of the refund will be reduced by the amount of any mail–in rebate that was available for the wireless device at the time of purchase.

This doesn't address anything with regards to the packages being lost in transit. Having a missing item in the return box or returning something with missing accessories is not the same as having a package lost in the mail. Who does the responsibility fall on in this case? If everything is at their discretion then they are allowed to charge you for anything without the customer having a say.

[Ann154]

You will need to keep working with customer service with your issue.

[jebksb1977]

I am having an issue with the Edge returns also.  Sent the phone back once and they returned it because it was too late, even though the CSR told me I had 45 days, and I have been billed 323.99 for non return of equipment.  Went back to the the authorized dealer and was told that Verizon had extended the return time to 120 days and to send it back again.  I got another return envelope and label with tracking #, and the store manager called Verizon and gave them the tracking number...he told me that they are taking a MINIMUM of two weeks to check in the phones.  They received the phone on the 2nd, I have text and email messages confirming receipt, but have not received a credit for the $323.99.  I HAVE been charged another late fee though.  I find it ridiculous that the Verizon...or their Edge reps... can hold onto these packages for this long and not be held accountable for causing financial hardship and threatening to suspend the accounts of long time, on time paying customers.  I could pay the non returned equipment fee, but then they would have my money AND the phone.  Any suggestions?

[sprmankalel]

Did you get a receipt from the Post Office that you dropped off the package? Once you give it to the them and have your receipt that you've done so it is up to them to find it. Verizon paid for the shipping cost then it's up to VZW to work with the PO to find the package. If you don't have a receipt then I don't know how you're going to prove that you dropped it off.

[JAHills]

Same problem here.

[Ireland13752]

Yes!!!! Another customer with more than 10 years service screwed by Verizon and their Edge Rip off!!!! Returned two phones, they only received on, I got charged over 500 on a phone only worth less than 200 and am still paying full price for the edge phone. This is a deal breaker for me with Verizon. They use jacked up labels that the post office does scan so no tracking information. Called post office and was assured that the phone would show up at Verizon and that this happens all the time. Still not received. Seems lIke a huge scam by Verizon. So irritated!!!!

[sprmankalel]

Ireland13752 wrote:

Yes!!!! Another customer with more than 10 years service screwed by Verizon and their Edge Rip off!!!! Returned two phones, they only received on, I got charged over 500 on a phone only worth less than 200 and am still paying full price for the edge phone. This is a deal breaker for me with Verizon. They use jacked up labels that the post office does scan so no tracking information. Called post office and was assured that the phone would show up at Verizon and that this happens all the time. Still not received. Seems lIke a huge scam by Verizon. So irritated!!!!

But did you get a receipt from the post office for dropping the box off?

[Ireland13752]

Yes, I did. And they received one... talked to them yesterday and was told

that they are backed up to December on scanning the new arrivals, so it

could be months before they scan the new one and mark it as received. Had to

spend an hour on the phone talking to 3 different people to get the account

charge put on hold so that I did not get my service disconnected... ALOT of

frustration!

In a message dated 7/20/2015 6:25:49 P.M. Mountain Daylight Time,

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Edge return issues

created by sprmankalel

(https://community.verizonwireless.com/people/sprmankalel) in Verizon Wireless Services - View the full discussion

(https://community.verizonwireless.com/message/1296286#1296286)