- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hello,
Just last night, I upgraded to the Google Pixel 2 XL. After taking it home and starting the transfer process, I noticed that some of the black coating on the front of the phone has been scratched off, the silver body below it peeking through. Today (8.02), I called Verizon customer service to speak with someone about this (I thought I was reaching my local store, but I did not).
The woman on the line heard my story and said that there would be no issue with exchanging the phone for a new one with no damage on it. She never mentioned anything about a restocking fee for an exchange.
When I get to the store later this afternoon, I check in and the woman who greeted me at the door read the note. She then said that she would be able to exchange the phone, but I would have to pay the restocking fee. I asked why I would need to do this, seeing as how it was a new phone that came with cosmetic damage, and she proceeded to state "that's just how it was." I then asked to speak to a manager.
The representative left to retrieve the manager, but after about a minute or two of being gone, came back to tell me that the manager was in a meeting and that I would need to wait about 5-10 minutes.
At that point, I said that manufacturer defects happen all of the time and that I still did not understand why I would need to pay the fee. The employee then said "Yes, it does happen, but not with physical damage."
It was at that point that I felt like the employee did not believe me, and ultimately pinned the blame on me. I told her that I barely handled it last night, and had been careful with it since having it because I noticed the damage. She did nothing to help me, and did not seem to care. At that point, I was feeling extremely on edge and upset, so to avoid further stress and irritation, I left. I felt it was the better choice, as the employees did not seem keen on helping.
I am extremely disappointed with this. I would have hoped for better service and care. This is an exchange, not a return. You would think in situations like this, the restocking fee would be waived.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I want to make sure that every experience that you have with us is a great one. When you went into the store, did you talk to the representative that sold you the device? The exchange and waived restocking fee would be up to the manager of the store that sold you the device. I know that you were frustrated the day that you went back into the store, but maybe give them a call before you stop in to make sure the manager is available to discuss this with you. Let me know if you have any additional questions.
Nichole_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!