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DOA IPHONE 12 RUN AROUND

AP0108
Member

I purchased a new iphone with trade in instant credits applied. I picked the phone up in store 2 days ago and the phone wont turn on, nothing. I contacted customer service for help and they offered to ship me a new one and have me send the defective one back but i wanted it sooner so i opted to go back to the verizon store. BIG MISTAKE. They couldnt figure out how to exchange it with it literally charging me $80 just to return the device. Almost 3 hours later they throw up their hands and que customer service to call me while im still in the store. I explain the situation and the store rep even talks to the phone rep and the phoe rep says he's got to manually activate the defective device to exchange it and he put me on hold (no music) and after a couple minutes checks back and says his manager is overriding it and to hang on. 15 minutes of complete silence go by with me and the store rep just sitting there waiting. I finally ended the call and the rep signalled them to call me back immediately. the initial announcements said they were open until 7pm and finally it came to the last one which said due to covid19 they closed early i checked the time. 633.) They literally left me on hold and clocked out. The store rep suggests i chat with customer service because "they can do things we cant'"

 

So i leave too exhausted and appalled to even react. So after 2 hours chatting to the supervisor via my verizon app he's still trying charge me for the exchange and create a brand new order to replace the defective device and make me pay the tax on it again! 

 

IT SHOULDNT BE THIS HARD TO EXCHANGE A DEFECTIVE DEVICE. Shame on you, Verizon. Why are you giving me the run around? Am I wrong to expect the the device i purchase from you is functional? Am I wrong to expect that you will replace this out of the box will not turn on will not charge confirmed in store to be DOA defective device free of charge? It is appalling how customer service online and in store keep sending me back and forth pointing fingers at the other to fix the problem. Why wont someone step up and say sorry that we provided you faulty equipment faulty customer service and sorry for giving you the run around we're going to overnight you the phone you ordered like it should have breen the first time we are so sorry for the delay in receiving the device you ordered. Please send the defective one back upon arrival. And you know what? here's a free gift for your pain and suffering. 

Im so disappointed i could cry. But mostly im just outraged. 

1 Solution

Correct Answers

Re: DOA IPHONE 12 RUN AROUND

Tigerstep
Sr. Member

Store reps are usually incompetent sales drones. If anything remotely challenging comes up, they pawn off any responsibility. (for those complaining about long wait times for CS, you can also blame store reps.)

Assuming it was a corporate store, the only thing they can't do that CS can is disconnect service. Excluding insurance claims which is Asurion and warranty replacements which is tech, they're being lazy.

Since this is a new phone, suggesting to call in for a replacement was a terrible suggestion. Warranty replacements, unless the phone model just launched, will be refurbished. The correct way of handling is exchanging for a brand new phone and sending you off with it. I've never worked retail, but I know big outlet stores handle things way better than the way Verizon did.

If the IVR booted you out around 6:30, I'm not surprised. Verizon is too cheap to call themselves "customer obsessed". With all the centers they closed BEFORE COVID, customers have been waiting much longer to get help that kicking out customers that wouldn't get to help fast enough makes sense.

I've seen many changes as a former transfer your service rep that I've personally lost a lot of respect for Verizon as a company. From closing centers to store reps calling in to fix messes they created, it's all a joke. Dealt with plently of rude and honestly ignorant customers, but dealing with other reps was always worst. At least with a customer, they have a problem that needs fixing. Verizon has been the problem for years and refuses to fix anything customers have been complaining about.

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Re: DOA IPHONE 12 RUN AROUND

vzw_customer_support
Customer Support

We would never charge you taxes twice for a device, but given that tax charges are a legal requirement based on state laws we are also unable to remove them. This is an inconvenience I know, but this means if you complete a new order and return a previous order, the previous order will need to be fully cancelled out before the refund will appear, while the new order will still have taxes on it. This is because the order is a new order and the taxes are still required.

It sounds like there is still an issue regarding your order, remember we have agents standing by for assistance if you ever need us. - NicholasS_VZW

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Re: DOA IPHONE 12 RUN AROUND

AP0108
Member

So let's say i purchase an on sale TV at Walmart.com and pick it up at my local store and when i get it home it doesn't turn on. Furious at the inconvenience i take it back to the store and demand they make it right. So they go to the stock room and grab another. They dont make me purchase a second one at full price before they refund me. 

 

I paid $21 "total due today" on the DOA phone and youre saying that incentive doesnt to the replacement so I'll be charged $72 extra for your having sold me the faulty phone in the first place.  

 

What am i missing here? Do i need to go to apple directly?

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Re: DOA IPHONE 12 RUN AROUND

vzw_customer_support
Customer Support

We totally get where you are coming from, Lucyinthefksky. You actually have that some option when you visit a corporate store location. 

 

However, when needing a device to be shipped out, this is how out exchange process works. If you wish to get an even exchange, then please visit one of our corporate stores 

 

StevenG_VZW

 

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Re: DOA IPHONE 12 RUN AROUND

AP0108
Member

That’s the first thing I did, i went back to the store twice but they couldnt figure out how to do it without charging me same as y’all & 3 hours later they just referred me back to customer service.  And after hours of going in circles with y’all I made one last ditch effort to go to another store and drove an hour each way and they finally gave me the exchange i was expecting.  It’s just ridiculous that it took me 3 days to actually get this done and I’m just really displeased with customer service and their inability to adequately address the problem immediately. Im especially displeased with the store manager and the phone rep who left me on hold expectantly waiting & clocked out without a word. Believe me, im not asking too much. Im in a customer service related job on the phone myself and i talk to truck drivers all day and probably have dealt with people taking their frustrations out on me unnecessarily quite often...so i try to keep aware of that but this whole situation was unacceptable and I’d like it be reported to a decision maker at verizon for what it’s worth that online and in store customer service needs to work together as one entity because what I experienced was each pawning off the task on the other. I ordered the device online through the my verizon app. I only picked it up at the store, curbside, to avoid the wait on shipping. But ended up waiting much longer and with far more hassle than i could have dreamed. You’d think that’d not make such a big difference. Because  I was resigned to give up on the upgrade if the 2nd store had even the slightest hiccup and just tell them to keep it. 

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Re: DOA IPHONE 12 RUN AROUND

vzw_customer_support
Customer Support

Lucyinthefknsky,

 

We strive to provide the most seamless experience possible, and I am very sorry that yours went this route. Your feedback is definitely appreciated and we will make sure to apply it as we move forward with other customers.

 

That said, I am very glad to hear your exchange was resolved, and I hope that your experience with the new device has been pleasant.

 

Can we address additional concerns for you?

 

ColinH_VZW

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Re: DOA IPHONE 12 RUN AROUND

Tigerstep
Sr. Member

Store reps are usually incompetent sales drones. If anything remotely challenging comes up, they pawn off any responsibility. (for those complaining about long wait times for CS, you can also blame store reps.)

Assuming it was a corporate store, the only thing they can't do that CS can is disconnect service. Excluding insurance claims which is Asurion and warranty replacements which is tech, they're being lazy.

Since this is a new phone, suggesting to call in for a replacement was a terrible suggestion. Warranty replacements, unless the phone model just launched, will be refurbished. The correct way of handling is exchanging for a brand new phone and sending you off with it. I've never worked retail, but I know big outlet stores handle things way better than the way Verizon did.

If the IVR booted you out around 6:30, I'm not surprised. Verizon is too cheap to call themselves "customer obsessed". With all the centers they closed BEFORE COVID, customers have been waiting much longer to get help that kicking out customers that wouldn't get to help fast enough makes sense.

I've seen many changes as a former transfer your service rep that I've personally lost a lot of respect for Verizon as a company. From closing centers to store reps calling in to fix messes they created, it's all a joke. Dealt with plently of rude and honestly ignorant customers, but dealing with other reps was always worst. At least with a customer, they have a problem that needs fixing. Verizon has been the problem for years and refuses to fix anything customers have been complaining about.

View solution in original post

Re: DOA IPHONE 12 RUN AROUND

acraftylady2
Novice

One reason I like them to activate my phone right in the store even if it's at best buy.  They would have seen on the spot the phone wouldn't turn on.  Sad how customer service is getting with any company.

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