Cell Phone Replacement

[special144]

I recently had an occasion to visit a verizon store because of some issues I was having with my cell phone.  The technician that assited me was very cordial.  However she was not able to resolve any issues.  My cell phone had become inoperative and did not respond to any actions, even after changing the battery.  The technician then asked the store manager if it would be possible to replace my cell phone with a comparable one in the store.  The manager's reply was "no".  I found this very disheartening.  The technician informed me that I would have to wait for approximately 3 to 4 days, since it was near the weekend, for a replacement.  I informed the technician that I was going out of town and this would be very inconvenient not having the use of the many applications and web pages, not to mention the many, many contacts on my cell phone.  The technician apologized and I was offered another cell phone to use for the weekend.  I regretfully accepted the cell phone and do not understand why I was not offered a similar cell phone from that store.  I have been a Verizon customer for quite a few years, and for the most part have been satisfied with the service.  However, this incident, coupled with the issues I have experienced recently have prompted me to reconsider if I will renew my contract with Verizon. I do have insurance protection.

[mortb]

I'm guessing that the reason you did not get a phone "off the shelf" is because it is the custom of all carriers to send refurbished phones as replacement phones, not new ones. It stinks, I know, but this is what they all do. But thinking about it, a refurbished phone has (theoretically) been fixed of all problems and should have no glitches in it.

[demmo86rt]

You're actually quite lucky to get a loaner phone of any sort, most stores won't do that (that's why I always have at least one old phone in a drawer, just in case).  Also, most stores are no longer keeping refurbs in stock and, as said, they don't give out new phones as replacements, warranty or otherwise.

[twoliter36]

I need help! I am in the same position. But i didn't get the insurance until after the fact the screen broke. I thought we had insurance, i was wrong.. My wife didn't get it. So now i have the insurance but they can't cover the screen because i broke it before insurance kicked in. A guy told me to wait 3 to 4 days the apply for a second hand HTC cell phone. I did that and still told to contact me verizon for help. Verizon keeps telling me that their is nothing i can do. I only had the phone 2 to 3 weeks. And i can't find a HTC anywhere with breaking my contract.. Can someone help me???

[twoliter36]

sorry for the spelling!lol just a little upset..

[AZSALUKI]

the warranty won't cover a cracked screen (or anything else that was not the fault of the manufacturer), and even with insurance you would have had a deductible (i think about $100?) so your best bet is to see if you can pay to have the screen replaced. i don't know if you could do that through verizon or if you would have to contact htc? or maybe even one of those little cell phone sales/repair spots in strip malls. i've actually seen a few people just buy the screen online and do it themselves. i don't know how mechanically inclined you are, but i wouldn't be surprised if there was a youtube instructional video to do it. in fact....here you go.

http://www.youtube.com/results?search_query=replace+cracked+screen&oq=replace+cracked+screen&aq=f&aq...

[TamaraH_VZW]

twoliter36

With the screen being damaged prior to getting the insurance, sadly there is nothing we or Asurion can do. You may be able to contact the manufacturer of the device to see if they offer damaged screen repairs as AZSALUKI recommended.

Have a great day!

Tamara H.

Follow us on Twitter @VZWSupport

[mad-as-hell_55]

We are also unhappy with replacment program, plus getting a refurbished phone reduces your warrenty to only 3 months, that's bull. My grandson's phone is broken and we went to the local verizon store to see about getting it repaired or replaced, they didn't tell us that doing so would reduce the warrently we still have 7 months left and now it's only 3 months. Plus it's a new enough phone that it should be repalced with a new phone not refurbished. I think that if enough of us compalin about this policy to consumer affairs that we might be able to get it changed, it's totally taking advantage of consumers.

[AZSALUKI]

No it wont. Our contract clearly states that warranties will be fulfilled with certified preowned devices, which makes sense since your device was used when they take it back from you.

[demmo86rt]

If it's new enough (14 days) it WILL be replaced by a new phone.