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They were supposed to get a new phone, all they got was a runaround

My mother has an iPhone with a failing battery,  She took it into a Verizon store and was told she could get the next model up because of the battery issue, and the phone would be sent to her home within two to three days.

That was 8 weeks ago.  Since then, they have made several calls to the store inquiring about the phone status.  Repeatedly, they have been told that it is processing and if they do not receive it in 2 days to call back.

The latest call inquiring about the status of the phone had a manager tell us that because the "find my iPhone" feature was turned on on her current phone, they could not send a replacement.  This seems suspicious because if this were the case, then it should have been cleared up when she brought it into the store initially.

And, to further add to the aggravation, when we called back to tell them that the feature was turned off, they told us we would need to bring the phone in to have its condition checked (which happened on day 1 of all of this).

It is getting to the point that it feels like Verizon has no intention of dealing with this issue and every intention of just giving them the runaround.  Furthermore, it is making me wonder what would actually happen to me if I were to go ahead with one of these so-called amazing deals that Verizon keep sending me to upgrade my own phone.

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Re: They were supposed to get a new phone, all they got was a runaround

glitchedpixel
Novice

Warranty replacements or CLNRs for short require the device be in good cosmetic condition to qualify. For iPhones, FMi has to be turned off -- this is an Apple rule that all carriers have to follow.

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Re: They were supposed to get a new phone, all they got was a runaround

I still have a problem with the fact that the “find my iPhone” issue only came up after weeks of being told that the order was “processing” and the new phone would be arriving in a couple of days.  If this is an Apple policy that all dealers have to comply with, then why was it not mentioned when this all started?

I also mentioned that the original phone was brought into the store and inspected when this all started, so it seems odd that the phone would have to be brought in again.

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Re: They were dirt was a runaround

Just an update on this situation...


My parents talked with someone from Verizon today (Monday, June 10).  They were told that they would have to bring the phone in for inspection and that it might not qualify for a replacement because they had a special upgrade option that expired last month.


So, just to sum up what has been going on with all of this.


1) my parents brought the phone into the store almost two months ago.  At that time, they were told they would be eligible to get the next model up from what they had.


2) The phone being replaced was inspected when it was brought in.  At that time, they were told that the new phone would be shipped to their home within 2 to 3 days. and it would have to be brought in for full replacement.


3) After waiting the time they were told, they called to inquire about the status of the phone.  They were told it was processing and it would be two to three days for it to arrive.  If it did not arrive in that time, call again to check on the status.


4) They called again after the phone did not arrive.  They were told the same thing.


5) Repeat points three and 4 a few more times.


6) At one point, they were told that the order was cancelled, and the process began again.


7) Repeat points 3 and 4 again


8) The latest call this past weekend (several weeks after this began), they were told that they could not ship the phone because "Find My iPhone" was turned on on the old phone.  Why this detail was not brought up when all of this started remains a mystery.


9) Turning off the feature, the subsequent call said that the phone would have to be brought in for inspection (seemingly starting all of this from scratch).


10) The phone call today (Monday, June 10) told them they would have to bring the phone in for inspection, and the deal they would have qualified for when all of this started is no longer available.


At this point, they are starting to think that Verizon does not really want their business and they may need to switch to a different carrier.  Watching all of this from the sidelines, I am inclined to believe this to be the case as well.

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