I observed suddenly that my iPhone X case was starting to split apart. There was a swollen battery. Knowing the danger these pose, I contacted tech support online late that evening. The online support was useless. I talked on the phone the next day to a more helpful person, who told me I could not send the battery through the mail and would need to take it to a corporate store. I got the first appointment that I could, which was the following day.
When I went to the store, I told the employee that I was told that he would need to give me a special container to allow me to ship the phone, per the Overheating Battery Policy. He knew nothing of that and was focused only on getting me a replacement. I asked him to make a note that a special container should be sent to me with the replacement phone.
The replacement arrived the next day. There were instructions for sending back the old phone. These included the warning that a swollen battery could not be sent back in the package that was provided.
I have had numerous interactions with tech support people since then. Supposedly a container was going to be overnighted to another Verizon store, and they were going to contact me. I was expecting to be contacted by this past Tuesday, 8 days since my battery appeared swollen. It is now Friday, 11 days after. I just contacted support yet again. Presumably the store has not yet received the packaging.
This is absurd! I want this dangerous thing out of my house.
Can I just purchase my own packaging somewhere? It looks like it has to satisfy numerous requirements, so it looks like it may be a bit difficult to find. Does anyone know what type of packaging I need to get?
If the network weren't so good, I'd have switched carriers long ago. The customer service is awful.
