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Not sure why Verizon would not help me

dulciecat
Miembro

A week ago I recieved an e-mail from Verizon saying they were charging me $300 for the I phone 4s replacement they sent me about a month ago.  I called them to inquire what was going on.  I told her that I had returned the phone at the advise of a Verizon store worker, who had seen the phone and worked on it trying to get my Wi Fi to work.   She saw that I had the latest Verizon Total coverage insurance and said she would call me back in 20 minutes.  She did not.  So when I got off work I called again.  This time I got Mike, I believe, on the phone.  He was very adament that I either return the phone, let them keep my old one too, or pay $300.  When I commented at least the other lady tried to help earlier, he stated that she promised to call back and did not.  Then he stated that she was probably just trying to get me off the phone..  In other words the guy was RUDE.  I asked to speak to a supervisor..When Stephanie the supervisor got on the phone I tried to get her to explain why I could not pay the insurance claim amount,  She just laughed and told me too bad.  So now I was very upset.  Verizon not only will get the I phone I have now to sell, but is keeping my old one that I already paid $300 for just a year ago to sell.  I tried one more time to get help but that young lady lied too and never called back..  I was polite to every rep. I spoke to but I cannot understand why I am not allowed to either pay an insurance claim or get my old device back. I paid good money for that phone and fair is fair, I carry insurance for a reason and its not to get my phones stolen.  I am very hurt, as I have been a customer for 5 years at least.  A little respect would be nice.  Some common decency would of been nice.  But I have 3 lines for renewal this year and they will not be renewed.  I am also discussing this with other people to see what they think.  Most feel that taking both phones is wrong,  Please can someone help me understand where this is fair.  I offered to pay the insurance claim to keep my phone.  They prefered to say that the phone went to a different warehouse than insurance.  Not sure why I still could not of got help.  The phone will be repaired and resold for profit again.  Someone please help

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Re: Not sure why Verizon would not help me

Campuschris
Miembro

So they are telling you that you will not only have to return the phone, but they will also keep your original phone that you have fully paid for? And if you don't accept these options, you can pay them $300?

You have to be misunderstanding something, somewhere, because that is illegal. Straight up, no question about it- that is theft. If that really is what they have told you, then someone there screwed up bigtime and you need to call back and get them to verify their stance.

I suggest you return the phone, with a written letter stating that you expect the timely return of your original phone. Make a copy of that letter, and send it all certified mail. If you don't receive your phone within 14-20 business days, I would seek legal representation, because that is definitely illegal and a practice that needs to be nipped in the bud before it's allowed to go too far.

But I still think this is all just a communication failure somewhere, either to someone trying to convey this to you, or to you understanding whats going on. Either way, keep the community up to date with how it goes. If they really are trying to do that, then this is something the Verizon community needs to be made aware. That sort of shady company dealings are the exact things people need to stay away from.

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Re: Not sure why Verizon would not help me

Campuschris
Miembro

So they are telling you that you will not only have to return the phone, but they will also keep your original phone that you have fully paid for? And if you don't accept these options, you can pay them $300?

You have to be misunderstanding something, somewhere, because that is illegal. Straight up, no question about it- that is theft. If that really is what they have told you, then someone there screwed up bigtime and you need to call back and get them to verify their stance.

I suggest you return the phone, with a written letter stating that you expect the timely return of your original phone. Make a copy of that letter, and send it all certified mail. If you don't receive your phone within 14-20 business days, I would seek legal representation, because that is definitely illegal and a practice that needs to be nipped in the bud before it's allowed to go too far.

But I still think this is all just a communication failure somewhere, either to someone trying to convey this to you, or to you understanding whats going on. Either way, keep the community up to date with how it goes. If they really are trying to do that, then this is something the Verizon community needs to be made aware. That sort of shady company dealings are the exact things people need to stay away from.

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Re: Not sure why Verizon would not help me

No corresponde

I am not totally clear on how this works, but this is my understanding.  When you filed the original warranty claim and returned your original phone, they honored your claim and sent you a new phone.  At that point, the original phone no longer belongs to you.  It belongs to Verizon.  Normally, that is the end of the transaction. 

Evidently, when they received your old phone, they determined that it was not eligible for replacement under the terms of the warranty, so they gave you the option to pay $300 for your new phone.  The retail value is $550.  Rather than pay the $300, you decided to return the new phone.  Having done so, you are now even.  There is no reason they would or should return the old phone.  It no longer belongs to you, it belongs to Verizon.  Basically, you returned a $550 phone to keep from paying $300.  You gave up $250 which is more than the value of your original broken phone.

Re: Not sure why Verizon would not help me

dulciecat
Miembro

I will keep you updated for sure.  But I fear that I will never see my original phone again.  I will return the phone and send a letter as you suggested.  But I have chatted with several people and they either never return my call or tell me that I am out of luck  I begged to pay the insurance claim on the phone.  But I will try again tomorrow and see if I can get my original back.  It at least made calls and text.  It just had messed up Wi Fi but it would be a good spare phone if anything or I could then make the insurance claim.  I have activated an older phone so they are not getting the 2G data charge now.  My one piece of revenge.  Thanks for your reply and will post more after I learn more

Re: Not sure why Verizon would not help me

dulciecat
Miembro

If I had filed an insurance claim you are right,  But I paid for the phone.  Not insurance.  Not Verizon.  They will now take the phone and resell it.  I paid the phone and paid for the insurance so if it got broke I could replace it.  Yes its less than retail but lets be fair.  I do not pay $300 a month for phone service plus insurance, data and all that jazz to be taken for a ride.  This basically shows that carrying insurance is useless sometimes.  Glad you have the money to waste on things like this.  I do not.  THerefore I ask for some understanding.  Sorry you don't

Re: Not sure why Verizon would not help me

No corresponde

This is about you and your money, not me and my money.  I never buy insurance on a cell phone.  Go back and read my post again.  I think I have explained how this works and why it's fair.  You messed up by returning the new phone and not paying the $300 for a $550 phone.

Re: Not sure why Verizon would not help me

NuDroidUsrr
Sr. Member

dulciecat wrote:

If I had filed an insurance claim you are right,  But I paid for the phone.  Not insurance.  Not Verizon.  They will now take the phone and resell it.  I paid the phone and paid for the insurance so if it got broke I could replace it.  Yes its less than retail but lets be fair.  I do not pay $300 a month for phone service plus insurance, data and all that jazz to be taken for a ride.  This basically shows that carrying insurance is useless sometimes.  Glad you have the money to waste on things like this.  I do not.  THerefore I ask for some understanding.  Sorry you don't

  Can you go back through what happened? The original phone, how did you get it? I take it that it had wifi problems? So you spoke with Verizon and they warrantied the phone, and they sent you a replacement? Now they are saying that the original problem does not qualify for a warranty replacement, so you can either send them back the replacement phone or pay them $300?

  If that is right, then if you were to send them back the replacement phone, they should send you back the original phone you sent in for the warranty claim, just as if nothing was ever done.

  If you send them the $300, then you should be able to keep the replacement phone.

Re: Not sure why Verizon would not help me

No corresponde

You know you were doing good right through the first paragraph and then it got a little ?...

The OP purchased a cell phone for the service , the phone had wifi problems so verizon took it back and sent a replacement phone. At this point all the participating people are even. a phone for a phone.

Now the paid for phone sent to verizon for warranty is now being denied for a lame excuse. The phone that was sent is now going to be charged $300 or send it back to Verizon, but a phone that was bought and paid for is not going to be returned.

The phone is not the property of verizon after it was paid in full. it belongs to the customer.

If Verizon returns the original phone back to the customer and the customer sends the replacement phone back then both parties are even.

Personally verizon cannot keep both phones and the OP should file a small claims case to get the original phone value back. I mean what they paid for it not what the phone is worth now.

I don't buyg insurance on any equipment purchase its a waste of money in my opinion. I would rather throw the device out and buy a brand new device. But not everyone can afford that. Oh w

Re: Not sure why Verizon would not help me

Campuschris
Miembro

@ jimfitzgerald I suggest you reread what you wrote, because that makes absolutely no logical sense whatsoever.

The OP sends in their phone to Verizon. Verizon takes that phone and sends another as a replacement at the cost of $300. This is unacceptable to the OP, so they return the $300 phone, reversing the transaction. Verizon still owes them a phone. There is no way, in any messed up logical sense, that this is even. Verizon never compensated the OP for their lost phone. Ever. The offer of another phone at a cheaper price, if the offer is not accepted, does not constitute compensation.

This would be similar to you going to Gamestop and bringing in your old Playstation 2 as a trade in for a Playstation 3. You hand them the PS2, they say "Ok, here is the new PS3. Because of the PS2, you only owe us the price of the ps3 minus $100." You decide that isn't acceptable, and say "Nevermind. I don't want to do this". They keep both the PS3 AND your PS2, you walk out empty handed, and everyone is even. Yay!

I'm sorry, but there is no way that could even remotely make sense.

I reiterate - either someone at Verizon failed to communicate the actual situation properly to the OP and they are just misunderstanding, or they need to take Verizon to small claims court or even get legal representation. Just because Verizon is a corporation does not make petty theft on its part acceptable.

Re: Not sure why Verizon would not help me

dulciecat
Miembro

The last part of February my I phoine 4s needed an update.  I tried several hot spots to no avail.  I called Verizon technical.  I got cut off in transfer twice. I finally talked to someone, who although rude told me it was still warrentied.  I then went to the Verizon store where I had them check the phone out.  THey said send it back,  So I called Verizon and a nice lady helped me get a new one sent to me and I returned my broke one.  All else worked on the phone but the Wi Fi,  I then checked my e mail last Thursday and discovered that Verizon looked over the phone and decided that the Wi Fi problem was my fault.  So they wanted me to pay $300 for the one I have now.  I called them on a break between clients (I do home health) and talked to a young lady who said I had Total Protection coverage and should be able to file a claim.  She said she would call back in 20 minutes.  After over four hours, I called Verizon again.  I then got ahold of Mike who proceeded to inform me that I could not get my phone back because it was sent to the warranty warehouse not the insurance one.  I asked why I could still not file a claim and pay the insurance replacement price.  Again he more stearnly informed me that this is how it is,  Pay $300 or give the phone back.  I told him at least the young lady earlier had trid to help and he reminded me that she never returned my call.  When I told him at least she offered to try he said she probably just wanted to get me off the phone.  I had been totally calm and polite to both reps.  I then asked to speak to a manager, supervisor or someone over him.  He finally got stephanie on the phone.  I explained my dilema to her and she said it was too bad but I now could not file an insurance claim and my phone would not be returned.  She offered to send me a label to return the phone.  They are paying the return fee.  I tried one more time on Monday.  The young lady I talked to said I should be able to do an insurance claim and that as soon as her supervisor got there in 40 minutes she would discuss this with them and get back with me.  Again no return call.  So I am about to pack up my phone and return it to them.  I do not feel I should have to pay $300 for a phone that has the "good" insurance on it.  I should of been allowed to pay insurance price.  I have been with Verizon for five years or more.  I thought maybe a little customer loyalty meant something.  But I guess not