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Local VZ store fraud?

HALFOSTER66
Miembro

My beloved Note 4 had intermittently had the charging issue - wouldn't charge, intermittent buzzes if powered off, beeps if up - finally quit charging altogether.  I've had the total  equipment protection since I bought it new, so I went to the local VZ store where it was examined and verified the defect. I was told that another would be sent and to return the  non-working one using the return label enclosed with the new one. As that was the exact outcome that I was hoping for, I went home pleased at how smooth it went.

When I got home, however, I had an email waiting confirming the new phone was ordered. problem was, it was for the wrong phone. They were sending a Galaxy 4 to replace my Note 4.  I  called the CSR that I saw originally, explained the mistake, and she said that she would cancel that one and put in an order for the correct phone. She indicated that it might be a  bit, but she would call when it was done. After a little more than an hour, I still hadn't heard anything and I called VZ to check on the status. After researching the issue, the person I spoke with indicated that the order  had not been canceled, but she had her supervisor to do so. As they store had already verified the defect, I decided to go back there to follow up on getting a new phone - at this  point, I assumed it had just been a case of a new employee, a busy night and an honest mistake.

When i reached the store, I ask for the original CSR I had spoken with and was told that she was ill and was unavailable, so I explained the situation to someone else. They took the  phone, verified yet again the defect, and came back saying that the issue was verified and that a replacement phone would be sent out. When I asked her to verify that they would  indeed be sending the correct phone, she then stated that there were no more Note 4s available and that they had ordered an s7 instead. I immediately asked that they cancel the order  as that was not what I wanted: a replacement Note 4. The next several minutes was her trying to get me to accept a phone that I didn't want or need. I have a few critical

requirements: replaceable battery, removable micro SD, a stylus and a screen at least the size of the Note 4. When I wouldn't agree to a substandard replacement, she had her manager  to come over at which time the whole process repeated - constantly ignoring what I asked for and trying to get me to commit to either settling for an unwanted phone or paying list  price for a new Note 8. When it became evident that no progress was being made, I told them both that all I wanted at this point was verification that both orders had been canceled.

At this point, I was not thinking that would be a problem and had not thought through the implications. The manager said she would handle it and dissapeared in the back of the store. I stepped outside to wait, looked at the copy of the receipt I had originally been emailed for the Galaxy S4 to be sent and noticed that it had printed on it: "...return your defective  Samsung Galaxy S 4 in White Frost. If it is not returned within 5 days you will be charged up to the retail price, which may exceed $500." As I was have a very defective Note 4 - in  charcoal - that would be quite hard to do. Getting ahead of myself a little bit, the receipt for the second phone they ordered had the exact same wording, except it requested me send

my defective Galaxy S7 Black 32GB instead. So, completely on their own initiative, two different VZ employees have obligated me to potentially pay charges of over $1000.00 if I don't  perform the impossible feat of returning two phones that I don't even have.

At this point, I called verizon and spoke with a gentleman there asking if he could help verify the orders were canceled as the store did not seem willing. He seemed quite upset that  this had happened since, according to him, it was very much against store policy to order anything without a customer's explicit (and written) consent. After quite a while - he truly  seemed to be trying to find a way to help - he said that the status of the first had been changed to "shipped" and he could do little about the second as there was not a good way for  him to communicate with the shipping department.He offered to speak with someone at the store - as he was doing so, the manager was leaving with her coat and purse. I turned and

started walking toward the CSR that had first spoke with (who had gotten the manager involved) and she walked past me to another customer while shooting me a bird. At this point I  told the VZ person that I was on the phone with that if he wanted to speak with someone at the store he could call them as I didn't seem to be having much luck.  I was able to get a  hard copy of the second receipt before I left; the VZ rep called me back and said the the person he spoke with at the store tried to implicate the original person - they were new,  etc. and that there wAS not much else that he could do.

Since then, both packages indicate that they are still due to be delivered. I have spoken with FEDEX and they said they will be redirected back to the sender which may or may not  happen. And I

A) As far as I know, completely liable for not only two phones I didn't order, but two phones that I don't even have.

B) Still have a defective Note 4 and no indication from VZ that anyone with them gives a care about that. Paid several hundreds of dollars for a completely useless TEC plan. So, the plan now is go by the police department tomorrow after work and file a report. Anyone here have any similiar experiences or advice? I'm especially curious about how often the  "order without customer's permission" thing happens. The corp CSR I spoke with said it is very much against corporate policy (and the law, I would imagine) so is it just my local  store?

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Re: Local VZ store fraud?

mama23dogs
Líder Sénior

Given the age of the Note 4, this must be an insurance, not warranty claim. Insurance is from Asurion and they can’t send a phone they don’t have.  You do have the right to a cash settlement from Asurion, ask for it and buy a new or mint Note 4 off eBay. 

BTW, it seems the claim was entered wrong or they wouldn’t be trying to replace with an S4, then S7. Make sure the IMEI is fixed so you get the right settlement

Re: Local VZ store fraud?

HALFOSTER66
Miembro

Thank you-

Already ordered a new Note 4 phone from Ebay; I was unaware that I had a cash option with Asurian - I'll contact them re that. Thank you!

Re: Local VZ store fraud?

lukevinyl
Sr. Member

"and she walked past me to another customer while shooting me a bird"

What does this mean?? The rep walked past you to help someone else,  while extending their middle finger at you (a.k.a. "flipping you the bird")???

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Re: Local VZ store fraud?

sprmankalel
Leader

The Note 4 is so old, I doubt there are any replacements available. In that case, the next comparable phone would be offered. Since you have a Samsung, I would imagine that it would be either the Note 5 or Note 8. This should have been discussed with you prior to the order being place. I also, doubt that Asurion would have a replacement available. Besides, you don't want to call Asurion and place an order as it would require a deductible and the phone has no damage and should be replaced by Verizon under the extended warranty.

You DO have to accept that under the EW you are limited to comparable devices that are in stock.

Anything outside of this is your choice and you would incur the cost the out of pocket cost for electing not to take the option that Verizon has for you. While the EW is a great thing and I have it on my account, I would have to accept whichever replacement option is available and in stock if I wanted a free replacement of my 3+ year old phone.

Don't bother going to the police. They will ask you to leave. There is nothing they are going to be able to do.

Your best bet is to allow the packages to be delivered and then open them up, take out the return label, seal the box back up, affix the return label over top of the original label, take a picture of it so you have the return tracking number and take the box/es to the post office and get a receipt for each one when you drop them off. Don't try to have FedEx turn it around and send it back to Verizon. Never do that. Allow the packages to be delivered. As long as the Verizon gets those phones back, you will not be responsible for any charges.

Don't make a mountain out of a mole hill.

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Re: Local VZ store fraud?

sprmankalel
Leader

lukevinyl wrote:

"and she walked past me to another customer while shooting me a bird"

What does this mean?? The rep walked past you to help someone else, while extending their middle finger at you (a.k.a. "flipping you the bird")???

This is exactly what the OP is implying.

I, personally, chose to ignore this comment as I wasn't there to see this.

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Re: Local VZ store fraud?

mama23dogs
Líder Sénior

Yes, and Note 4 and Note 5 are impossible to get through insurance or warranty anymore and they are not about to send a Note 8.  According to the agreement, Asurion can come close as long as specs meet or exceed.  Which means they can send any phone with 32 gigs as long as it’s not older.  A galaxy s7 edge is a typical replacement.

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Re: Local VZ store fraud?

sprmankalel
Leader

I don't see why they shouldn't or wouldn't send a Note 8. Just because it is newer?

What is the benefit to EW if you don't get a phone in the same line as the original? The S7 does not offer the S Pen and any of the features that come with it and that is enough to be upset over.

I'd be highly upset if this was me and that was what I was offered.

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Re: Local VZ store fraud?

mama23dogs
Líder Sénior

Were I working for Asurion, and responsible for the bottom line,  I would sooner send out backorder notices for weeks (which then can and will do) or a cash settlement of $400 than a $960 phone that is 3 generations newer.   Read Asurion paperwork, they don’t guarantee all features like an S-pen.

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Re: Local VZ store fraud?

sprmankalel
Leader

Asurion and the insurance claim process is different than the EW.

If I pay for insurance for 4 years at $11 per month totaling $528 and I pay my $199 deductible totaling $727 I SHOULD get the newest Note series phone available. That is what insurance is for.

I can understand your argument pertaining to the EW. No, Verizon wouldn't lose money by sending the Note 8 in for the replacement of the Note 4. They choose not to. I get it. EW is not in place to avoid buying newer devices by keeping old phones for so long.

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