i've worked in customer service and you're the type of person we all hated to speak with. the rules don't apply to you because you're upset, what a great logical argument that is.
And you settled for it is what it is? Do you pay your own bill?
Smarti277, I totally agree with you! I use the apps that were on my phone when I purchased it. I only have two third party apps. One for radio and one for video calls. I contacted technical support several months ago because the phones default message app stopped responding to texts from short code numbers. The rep advised 'call the phone manufacturer'! She didn't try to solve the issue. I just lived with the fact it didn't work. My employer made it a requirement, so I contacted technical support again. This time I was connected to a helpful guy, however he suggested I use a third party app for the feature I needed to work. I asked him could I turn the same thing on in the default app. He advised no, and told me what app he uses. This made no sense to me, so I 'googled' the issue and in less than 10min, I found the answer for the default phone app. I'm sure someone is saying why didn't you do that at first. My response is, do I not, like you pay a bill monthly that includes technical support. Verizon should refund me 10 dollars monthly for customers constantly having to use outside sources to solve their own problems.
Instructor21 wrote:
And you settled for it is what it is? Do you pay your own bill?
I certainly do pay my own bill. What's it to you?
Instructor21 wrote:
Smarti277, I totally agree with you! I use the apps that were on my phone when I purchased it. I only have two third party apps. One for radio and one for video calls. I contacted technical support several months ago because the phones default message app stopped responding to texts from short code numbers. The rep advised 'call the phone manufacturer'! She didn't try to solve the issue. I just lived with the fact it didn't work. My employer made it a requirement, so I contacted technical support again. This time I was connected to a helpful guy, however he suggested I use a third party app for the feature I needed to work. I asked him could I turn the same thing on in the default app. He advised no, and told me what app he uses. This made no sense to me, so I 'googled' the issue and in less than 10min, I found the answer for the default phone app. I'm sure someone is saying why didn't you do that at first. My response is, do I not, like you pay a bill monthly that includes technical support. Verizon should refund me 10 dollars monthly for customers constantly having to use outside sources to solve their own problems.
Verizon is not responsible for providing device support. They do it as a courtesy. The only tech support they are required to provide is network support. If you don't like Verizon's support you are free to switch to another carrier.
If you still really want to file a complaint you can try doing so via the BBB but to be fair the return/exchange period is clearly 14 days. It sucks when you aren't able to for whatever reason use the 14 day period to address an issue but if that occurs then yes, unfortunately you end up having to accept a refurbished device. It applies to us all. If after a reasonable amount of attempts to rectify the issue (such as accepting replacement devices 3 or more times for that all exhibit the same exact issue) you may be able to see if Verizon will let you switch to a different device. No guarantees on that but worst they will say is no. If none of this is acceptable to you then honestly you may not have any other options except for maybe switching providers. The same will be true on another provider...if you don't use their return/exchange period before it expires then you will be in the same boat...having to accept a refurbished device as a replacement.
If they're going to do tech support as a courtesy, then do it right. If they don't want to give the customer the correct information then dismantle the department and cut operational costs. Maybe then they would be able to replace defective phones 3 days outside of warranty.
Their 14 day policy is and has been their policy for awhile now. I think that may be most providers policy now. That's NOT a warranty...it's the return/exchange window. Your warranty, which is provided by the manufacturer, is for 1 year UNLESS you opt to purchase extended warranties when available or insurance, either through Asurion (Verizon) or other methods. Now Verizon does replace under warranty, which is what the refurbished replacements you've been offered are. You haven't been denied warranty service. What you appear to be complaining about is 1). Despite knowing and understanding that for personal reasons you were not able to return/exchange your new device during the 14 day return/exchange period that you aren't being given an exception and allowed to still operate as if you did do so prior to it expiring and 2). That you are having to get refurbished devices as a replacement and/or you have to wait for those to be delivered. Yes it's frustrating BUT all of this is clear policy and something you were aware of. If I'm misunderstanding all of this then I apologize but you already stated that you knew the policy was 14 days and for whatever reason couldn't do it during that time. So you went in knowing you were 3 days past the window timeframe. On that you haven't been wronged.
At any rate, like I said at first you can attempt a complaint with the BBB. It's probable that you won't get the results that you want but you won't know until you try. Or...if you are upset enough that you want to terminate your business with Verizon then you can always switch providers.
What was the reason you needed a replacement in the first place?
The Auto rotation defect. When I spoke to Verizon, they told me it was software related. And instructed me to call Samsung for a replacement.
I spoke to Samsung and was told I was misinformed. The issue was software related, causing the board to overheat and damage the gyroscope. So now it became hardware related. Samsung would only repair the phone, and it would take 4-6 weeks after they received my phone.
Start a new topic or ask questions in the open forum.
