I currently have an Iphone 4s (with the optional insurance) that started to give me problems around 3 months ago. The phone would not receive voicemails, nor send text messages to any other phones except other Iphones (Imessage feature). When I finally had time (I work 6 days a week and am also a full time graduate student) I made it up to a corporate Verizon store around a month ago to attempt to resolve the problems that I was having. After around an hour and a half in the store tinkering with the phone, the employee decided it would be best to send the phone in under warranty and have it replaced. I received the new phone a short time later and sent back the old broken phone (which let me reiterate, worked fine except for the voice mail and text software issues).
All was well.
However today, I received an email stating that my old phone was damaged with a non functioning picture of the damaged device (so I still have yet to see the actual "damage") and that I now owe $299 for the replacement device. This is absurd! I have insurance on the phone for this purpose (or so I thought) and if to my knowledge the phone was damaged because of my negligence I would have used the insurance I am paying for to get a new one and not have sent it back under warranty. Upon receiving the new phone and mailing the old phone back, I did see the information stating that I would be charged if the old one was damaged which I did not think anything of as to my best knowledge the phone was in good working condition minus the software issues not to mention the store employee did not seem concerned about any issues with the phone either. I would NOT have sent it back otherwise.
The entire exchange system in fact seems flawed as you are playing a crap shoot to see if you get the dreaded charge on your account or not if you have a warranty issue as I have been told by customer service that they cannot do anything about the charge.
I cannot afford to be forced into paying this fee, not to mention I have insurance to take care of these problems. They claim that the phone has water damage due to corrosion on the charging port which is absurd because I was having ZERO issues with battery life / charging / connecting to my computer. I was however having software issues that were keeping me from getting voicemails and sending texts (Software issues not related to water at all which is why the phone was returned). BEWARE and dont let this happen to you... do NOT send a phone in under warranty because chances are that you will get screwed into paying this fee when you have a phone that is working perfectly except for a software glitch... when it is cheaper to take the insurance hit on the phone even when the phone has a manufactures defect like mine.
I have in fact seen a customer service rep comment on someone with a similar problem who posted on here and said that you will only be charged for obvious damage. although they claim I had water damage (which I dont believe for one second) it was NOT obvious to me as the phone worked great minus the above issues related to the software and not even closely related to any damage that could be caused by water.
If the phone has obvious damage, you will be billed the Damaged Device Fee as stated earlier.
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If a verizon rep can / wants to help me sort this issue and make me a satisfied customer once again please comment on this post, or send me a DM as right now no one is willing to help me that ive talked to...