How is it I purchased a brand new phone less than 30 days ago and when defective I'm given a used phone and find a replacement sent slow mail?

[DT2014]

I opened an account with added lines with Verizon about Nov 14th. Not 30 days has passed and yesterday in the middle of using my fully charged HTC One M8 Windows phone the screen went dark. I can hear incoming service but of course the phone is useless.

I was promised a replacement and told by the tier 2 support person last night that the replacement would be out overnight. I checked earlier and no status was available, and I checked now after waiting today for the phone, and now I see the phone was not sent overnight, and further that I will be sent a "like new" used replacement. I paid a substantial down payment and will be continuing to pay the new phone price, but now I am being given a used phone though still paying for new.

I am really unhappy about how this less than 30 day customer who is not going to a discount carrier is getting treated. Someone credited me for the few days service I am out...but that still does not resolve the used phone issue. Is this something I need to take up with the BBB?

[rvrpilot]

Pretty much same issue here as well. Submitted a phone for replacement on Sunday and was told in the store it would be sent overnight be here Tuesday. Nope, sent priority mail USPS and as far as I can tell it is still sitting about 2000 miles away in Texas and I have a couple of more days to wait per the expected delivery date. Verizon, you are not doing what you say you will do.

It is like dealing with Genies, you work some magic in customer service and somehow it is never what you say it is. I am seriously considering leaving and T-Mobile may have just sweetened the pot enough.

[zellerandy]

YES please contact the BBB because they have a magic wand that fixes everything.  But make sure you contact them about HTC because htye are the people who make the phones???  Vewrizon provides service to the cell phone.  If you wanted a brand new one you should of went through the manufactor of the phone as it comes iwth a one year manufactor warrenty

[Weth · Accepted solution]

Sucks, but it is in the contract you signed. Within 14 days, return the phone and get a new one, after 14 days, it is a used phone and gets replaced with a used phone. I had this happen to me, felt a bit cheated, but you know what, that phone lasted the entire rest of the contract without issues and continued to work when I passed it on to family.

The only alternative would be to work directly with HTC, the manufacturer of the phone and try to get a new replacement. However, almost every company does exactly what Verizon does in this situation. Since Verizon is keeping to the terms of the agreement you both agreed to, the BBB will not see any problem and not have any reason to act.

[DT2014]

Thanks rvpilot and Weth. This puts it in perspective. Zellerandy, Verizon isn't an innocent party in this. They negotiate the terms with HTC also. Just sayin. I appreciate all of your responses.