I've been a customer for 8 years. However, I made the mistake of upgrading my plan to a Samsung Galaxy 5 and signing up for another two years. Prior to this time, while I was on a month to month basis, Verizon was very helpful and accommodating. Once I signed up for the new plan, I was given a defective new phone which had issues the first day I received it. I called in to the customer service line and I was told that it might be the apps that were downloaded and to have the phone reset. I did that. Called in a week later with the same issues. Went to tech support and they told me they couldn't figure out what the issue was and to give it some time, the problems should resolve themselves. Called in again because "the time" didn't help and was told they would send me a new phone. What I actually received was a refurbished phone since it was 1 day after the 14 day period. I argued that I had called continuously and was put off until "one day after the 14 day period" so they wouldn't have to give me a new phone. I talked to several representatives, including what was supposed to be a supervisor, went to the store and was told that they couldn't do anything. So since I refused to be stuck with a refurbished phone for 2 years, I brought all of my phones directly to the store and told them to disconnect all three of my lines. All of a sudden, they can give me a new phone. But now, I'm having an issue with my mail-in rebate. I've had to resubmit the paperwork several times and the status says ineligible, but with no explanation. When I called the rebate line, on two occasions, I was told it was a mistake and they would fix it. But to date, I have received nothing and it still says I'm ineligible. I'm seriously fed up with the lies, mis-communications and shady sales tactics of Verizon. I'm ready to move to another carrier that will buy out my contract. I have never paid my bill late and I've been a longtime customer. There is no reason that I should be treated in this fashion. From the looks of some of the complaints, I'm definitely not alone.
I have been a long time customer as well.
I don't think that there was an ulterior motive to the phone rep's assistance or what you claim is non-assistance. If, within the first 14 days, your phone becomes defective you will be issued a brand new one. However, you must return to the place of purchase. Whether you knew this or thought to go back to the store, I don't know. Yes, the phone rep should have advised you to return to the store and I can't say that this option was not offered to you as I was not part of the conversation. The fact remains that did not do this within the first 14 days. This is why, when you called on the 15th day, the rep that sent you a replacement only sent a CLNR. This is the policy. It has no bearing that you called prior to this. However, I am happy to hear that the store gave you a brand new device. With that said, it seems like they were attempting to resolve the task at hand and get you to be the happy customer you were before the new phone had issues. My best educated guess is that you used the original rebate form and sent the UPC label from the new box which did not match and this is why your rebate has been deemed invalid by the rebate company who, by the way, is not Verizon Wireless. In the attempt to make your situation better, the reps had to deal with your apparent dissatisfaction (and maybe a little attitude) and, as all humans do, forgot about the rebate form. It seems like a simple mistake that was also not intentional as you undoubtedly returned to the store with the original box which they took in and when they replaced the device gave you the box with the bar code that matched the phone inside. My suggestion would be to return to the same store and politely speak with the same rep (and manager) who replaced the device for you to see if there is any way that they could do you a solid and fix this issue. Be prepared that, if they do, you would most likely receive a bill credit in the amount of the rebate.
Since you have all the answers, let me give you the facts. The phone was purchased online, not in a store which is why I called the customer service number. I believe there was an ulterior motive, because like I said, they couldn't figure out what the problem was and they told me to wait and see. I did my part by reporting the problem. No one suggested that I go to the store. When I called on the 15th day, not realizing it was the 15th day since I had called previously, I was told I would receive a new phone, not refurbished. The exact words were "We will send you out a new phone immediately". After I received the used phone, which contained nothing but the front face, I thought it was a mistake. That is when I called customer service again and asked to be sent a new phone. I was transferred twice, to a tech, then to what was supposed to be a supervisor. I explained that I had paid for a new phone and I wanted a new phone. I did not want to be stuck with a used phone for the next 2 years. I was told that they wouldn't give me a new phone, nor would they credit me the new phone price for a refurbished one. So, I went to my nearest Verizon store to bring back the refurbished phone and ask them if there was anything they could do. I was told that they couldn't do anything and that I had to mail back the used phone. I called the customer service line again to tell them I wanted to return all of my phones and cancel my service. I was put on hold several times and after an hour of explaining, being put on hold, and alternative sales pitches for services and equipment I didn't want, just to try to change my mind, I hung up, collected all of my phones, and went to the store nearest to my home. At this point, yes I had an attitude, but I did not take it out on the employees. I merely explained to the young lady that assisted me that I was there to cancel my contracts. She told me to wait and brought out the manager. He asked what he could do for me to stay with Verizon and I explained the situation. He got a new phone out of the box and made the swap. He did not give me the box, charger or any accessories. He merely exchanged the phones. Now how do you suggest I resolve this?
Maybe the series of events should have been in your original post.That way I wouldn't have had to guess. In either case you got the brand new out of the box phone you wanted. So we can call that a win.
Let's look at the rebate situation. You received the original new phone in the mail. Please explain how went about submitting the rebate. I don't ever purchase online so it could have changed but rebates used to be instant online. How much did your credit card get charged less taxes and shipping?
With rebates they send in the barcode off the box the phone comes in. It even comes with a guide for them to do so
ynggrsshppr91 wrote:
With rebates they send in the barcode off the box the phone comes in. It even comes with a guide for them to do so
This I realize but usually when a device is ordered online (self serve with no rep involved) the rebate is instant and there is no need to send anything in. If a rep process the order (either in the store or over the phone) that is when a rebate form usually needs to be sent in.
I really wish they'd get rid of rebates altogether and if the device is on sale then it is on sale.
The S5, S5, and S6 Edge all have mail in rebates. They aren't always instant.
This is why I said usually and it could have changed in my previous posts. I don't ever purchase online but in the past when purchasing online rebates were instant. Hence the reason I used the words I did. Maybe you skimmed my responses and missed them? I don't know but I do know exactly how rebates work. Let's not argue this point and let's wait for the response to the question that I posed so that we can guide the OP in the right direction.
The form was mail-in only, not instant. I sent them the original receipt (printed from Verizon website) with the original UPC which I cut from the box, as instructed. I reached out today again to check the status, it still says invalid. No reason yet as to why. Honestly, this whole situation has been very exhausting and at this point, it's not a matter of the $50, but the principle. In addition, I have to vigorously watch my bills for inaccuracies, and changing any services or features always causes problems. When I started with Verizon years ago they were very accommodating and helpful. Nowadays, not so much. "Customer service" has ultimately become a thing of the past.
Start a new topic or ask questions in the open forum.
