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How long should it take to ship a new phone?

It is going on 4 weeks now with no cell service...I've spent dozens of hours on the phone between Verizon and Apple, Have taken it to the store. Has been 10 days since Verizon said they were sending me a new phone in 3 days. I wonder how all of them would enjoy trying to function without a phone while raising 2 children and trying to plan a wedding in 2 months...

But hey, Verizon did give me a $15 credit for my troubles...

Comments

rcschnoor

This appears to be a warranty or insurance replacement. If so, Verizon would need to have that model in stock before being able to send a replacement. You will not get a "new" one, but instead get a "refurbished" one as allowed by the warranty or insurance provisions. They do not always have the exact item in stock you have and unless you want a "similar" replacement, you will simply have to wait.

If this is a warranty replacement, you would have done better returning it to an Apple store and they would have likely given you a "new" phone as replacement.

OGRVITY wrote:
I wonder how all of them would enjoy trying to function without a phone while raising 2 children and trying to plan a wedding in 2 months...

They likely would not have to as they would simply re-activate an old phone they had in reserve as many others regularly do. Many people simply keep their old phones for just such an occasion. It is a much less expensive form of insurance on your phone.

veryfrustrated0118

Also, people raised children and planned weddings long before the advent of mobile telephones.

OGRVITY

It's difficult to reactivate an old phone when it was traded in on your current phone. And if a phone was not going to be shipped to me over a week ago, but when one is in stock, then I shouldn't have been informed as such at least 3 times when I was in the store last while they were trying to get me to sign up for others options. That should have been stated if that is their policy, but it never was. And it's hard for me to believe that Verizon does not have an iPhone 6 in stock.

OGRVITY

"Also, people raised children and planned weddings long before the advent of mobile telephones."

You are correct. They had land lines in their homes, which most people do not today because of mobile telephones. They are, for better or worse, a needed part of our lives now. There has not been a phone jack in any of my last 3 houses.

rcschnoor

Being a 2+ year old phone, I can only imagine this is an insurance claim and not a warranty claim. If this is the case, I don't find it hard to believe that Assurion does not have a refurbished almost 3 year old item in stock.

They could have been letting you know when they "expected" more in stock. That doesn't mean they received stock as fast as they expected or hoped.

OGRVITY wrote:
It's difficult to reactivate an old phone when it was traded in on your current phone.

Excellent reason why it is NEVER a good idea to trade in your old phone for a new one for situations such as this. First of all, you NEVER get the value for your trade-in that the device is actually worth and then you are stuck with either paying full retail for a new phone or a monthly fee for insurance.

rcschnoor

OGRVITY wrote:
You are correct. They had land lines in their homes, which most people do not today because of mobile telephones.

This is certainly a generalization which may or may not be true. I know in my neighborhood, almost 100% of the homes have landlines.

Of course, if someone CHOOSES to go without a landline, they may end up paying more than they would have saved should they find themselves in your current situation.

OGRVITY wrote:
There has not been a phone jack in any of my last 3 houses.

Seeing many new construction sites on a regular basis, I find this to be the exception rather than the rule. And with the MAJORITY of ALL homes being built before the advent of cellphones, it is certainly not the overall case.

OGRVITY

While some of your points may have merit, I pay over $100/month for phone service...which I do not have anymore...and my main issue is the customer service aspect of this. Even after 3 weeks of issues and going back and forth between Apple and Verizon (who both said they couldn't tell me what the issue was), I went back into Verizon to have one last conversation before possibly changing carriers. I was told, multiple times with certainty, that I would have a new phone over a week ago. If that wasn't the case I should have been told as much. The fact that I did or did not trade in my previous phone, or that I have or don't have a land line makes no difference in what I was told by multiple associates at Verizon. If what you say is true, I was flat out lied to while being talked into staying with Verizon and added fees. And being told that a $15 credit was the most Verizon would be able to do for 3 weeks of no service was a joke.

OGRVITY

While again this has nothing to do with the point of my post, I traded in my previous phone for $150 credit when I switched from ATT to Verizon. That phone, which was still in perfect working condition, was an iPhone 3. Could you imagine if I walked in tomorrow and handed them an 8 year old phone and said I wanted it activated to replace (by everyone's opinion here) my outdated iPhone 6 that I am still making payments on?

rcschnoor

OGRVITY wrote:
While again this has nothing to do with the point of my post

No, the point of your post is you do not have a working phone. It is not Verizon's responsibility to ensure you have a working phone. It is your responsibility. Although we are still simply assuming you returned your phone as an insurance replacement, it is still just a guess. IF this is the case, it is ASSURION who is the company that is providing your replacement, not Verizon. Verizon may be facilitating your replacement, but it is ASSURION who is the insurance carrier. The information you were provided may very well have been accurate to the best of their knowledge. They have no way to know when they will receive a refurbished almost 3 year old device in stock. They look at the average wait time and that is likelly what you were told. Unfortunately, as a device becomes older the wait times usually become longer. That is the problem with older phones. Replacement becomes harder, especially if you are waiting for a specific color, memory size, etc... Quite possibly they have a different color or smaller memory size available any you could get a replacement device if you would settle for such a device.

Bottom line is that IF you are in such a bind that you MUST have a phone, YOU should make sure you have a backup if need be. There are MANY ways to get a backup. Purchasing a less expensive used phone as a backup is one such way. Swappa.com is one such method. In many cases, it is VERY likely that you could have gotten such a device for the same cost as that of your deductible. Something to keep in mind for the future. Just a quick glance at Swappa.com shows they have several iPhone 6 devices for $200-$250 which is not a whole lot more than an insurance deductible on an iPhone and the device would likely be in just as good of condition as an insurance replacement AND you would not have had to pay all those insurance premiums since you purchased your device. I am a HUGE advocate for foregoing insurance on cell phones, especially as it appears in your case to be RARELY used with your previous phone an 8 year old device and your most recent one a 3 year old device. That is a LOT of money spent on insurance premiums which could have purchased a brand new iPhone 7 with money left over.

OGRVITY wrote:
I traded in my previous phone for $150 credit when I switched from ATT to Verizon. That phone, which was still in perfect working condition, was an iPhone 3. Could you imagine if I walked in tomorrow and handed them an 8 year old phone and said I wanted it activated to replace (by everyone's opinion here) my outdated iPhone 6 that I am still making payments on?

Well, no, since it does not have the ability to be activated on Verizon's network because it lacks the CDMA/LTE radios required to do so, that would not be an option. This is one of the problems people have when carrier hopping. Not as much as they used to have, though, as all new iPhones have the capability to be activated on all carriers(except for Project Fi).

Good luck. Another option would be to borrow an old device from a friend/relative to use until you receive your replacement device. I have ALSO provided many loaner phones to friends/relatives in the past when their device stopped working for whatever reason.

veryfrustrated0118

The part that stuck out at me is that you claim to have difficulty raising 2 children and planning a wedding without a cell phone. While my cell phone is certainly convenient I would totally be able to live my life without it. Would I choose to? Probably not.

I recently bought a new Hyundai. They have a service called BluLink which they gave to me free for one year. I also wanted the remote start option that they gave me a trial of for 3 months. They wanted me to pay for a package called Connected Care at a rate of $100 per year in order to have the ability to pay for the Remote Package at another $100 per year. I refuse to pay $200 a year to be able to start my car from 3 feet away. Yes, my driveway is 3 feet from my front door. The Connected Care package has a lot of great features that I like but haven't needed in the 21+ years I have been driving. Also, remote start is a great feature but, again, something that people did just fine without for a long period of time before its advent. My point is that people have survived just fine without these modern conveniences.

While, I think being under the impression that you were getting a replacement, you NEVER told us if this was from Asurion where you had to pay a deductible in order to do so or if it was from Verizon Wireless utilizing the extended warranty feature because it is highly unlikely that VZW would have promised a replacement outside of warranty being kind. Also, you never stated what the actual problem with the phone was and if you still have it in your possession or not. I'm pretty sure that Apple (and all carriers) stopped selling the phone around 2 years ago so you should be eligible to get a new phone or at least very close. Why have you not chose that option?

vzw_customer_support

OGRVITY- we want you to have a working phone as soon as possible. I know it has been a few days, but have you received your replacement device? Have you received any Email or notifications why you haven't received the device yet?

YeseniaV_VZW

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!

OGRVITY

While I respect everyone on here that responded, and Verizon Support for checking in, my main issues were the bad advice, the lack of concern for my issues, and the lack of even knowing that Apple could do a simple battery reset to fix my issues. If you sell a product you should know that product. I have a working phone now so all is good, and I want to thank Verizon online support for going over my plan today and actually telling me where I could save money on top of a credit for my issues!! This was a pleasant change from the in-store service who's only answers were buying a new phone or purchasing insurance to supposedly get a new phone (that never came or from what I can tell was never even shipped 11 days later)...but hey, they did give me that $15 credit.

Keeping an old phone, having a land line, or any of the other ideas in this thread that somehow turned the 'blame' of my issues back on myself should in no way be a replacement for honest quality customer service. It seems to be lacking a lot in today's world. Luckily, like I said earlier, I have a working phone now and the online support team today did a fantastic job doing...their job. Thank you!

veryfrustrated0118

Just as the seller should know the product they're selling, the buyer should know more about the product they're buying. This includes where and how to get it service when needed. Verizon Wireless isn't completely to blame here.

I had an LG V10. I bought it from at a Verizon Wireless store but that didn't make Verizon Wireless responsible for LG not making software updates for it. I knew full well why I didn't get any and made the decision to by an iPhone. The one that I wanted wasn't available at the store that was 5 minutes from my house so I had to go to an Apple store. If there was an LG store, I may have bought my LG phone from there. Just because you bought it at Verizon Wireless doesn't mean they're to blame when something goes wrong. You are always able to contact the device manufacturer.

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