I've spent over hours trying to sort out a problem caused by the local Verizon office (South Burlington, VT). As of now, I've spent over 5 hours on phone and chat, and spoken to 17 different people. I've encountered contradictory statements, and multiple disconnections from both phone and chat. Verizon and Asurion contradicted each other on warranty vs. insurance. And all of this is because the local Verizon store told my daughter her insurance "probably wouldn't cover her phone." Believing them, she signed a contract for a new phone. After I returned from traveling, I got the bill with the new charges so I questioned her and discovered their error. I contacted Verizon via certified mail and heard nothing. So a month later I started calling and chatting and finally got agreement on what should happen, to wit: return phone to manager at store where purchased and they will refund what she has paid. However, in trying to schedule a meeting with a manager (after getting hung up on), I got sent back to square one. I need to short circuit on incredible morass of miscommunication and ignorance/incompetence. Verizon seems to isolate and insulate customers from real help. What to do next? BBB? FCC? Atty General? Just switch carriers? All of the above? Note: several years ago, the same Verizon store told my daughter she had no insurance when she did and I had to step in to get that resolved. Anyone else have these problems?
That's not how it works...
You only have 14 days to return a device otherwise you're stuck paying for it for 24 months. As for insurance vs warranty - insurance covers physical/water damage as well as lost/stolen with a deductible. Warranty gets a replacement with no additional charge if the device is faulty. with no physical damage. By default, you have only a year. If you have insurance with the extended warranty, you're covered beyond that.
If your daughter is an account manager, there was no error. Your daughter was given paper work to sign agreeing that phone would be paid off over 2 years or sooner if buyout. If you daughter wasn't an authorized user, then this would be commission fraud.
No, don't have these problems because I know better than to trust a conniving store rep who only cares about padding their next paycheck.
kimjon57,
We are definitely sorry to hear of all the trouble you've gone through to try and get help from us. It should never be that hard and I know I wouldn't be happy either. GlitchedPixel is correct regarding Warranty and Insurance as well as the 14 day period for being able to return your device. We would never want to see you leave over this and it's our goal to keep you as a happy Verizon customer. I just have a couple of questions for you. What was the original issue with your daughter's phone? Is she an authorized account manager on your account? To make sure we are on the same page, we no longer offer contracts. Were you referring to a device payment agreement for a new phone? Please let us know this information so we can better assist.
Joseph_VZW
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