Wrong phone model received

As a new Verizon customer, I received the wrong iPhone model (Pro instead of Pro Max) in an unopened box. I have not activated the phone. Despite multiple attempts to resolve this with Verizon agents in-store and online over the past three weeks, including promises of a return label, I have not received the label and am unable to return the phone.

According to agents I am unable to cancel my order and return the phone despite being within 30 day period of “free” cancellation.

I need advice on how to resolve this without activating the incorrect phone.

Accepted answers

Verizon_Support

Resolution Update: The original poster was advised to visit one of our corporate stores with a valid ID to help complete account verification.

If others encounter similar problems when trying to complete an equipment return/exchange, common factors can include timeframe requirements, purchase location policies, and/or system issues.

For anyone facing a similar issue now, we recommend reviewing our 30-day return and exchange FAQs here: https://www.verizon.com/support/return-exchange-procedures/

If you still require assistance, please contact us for support.

~Izzy

All comments

Verizon_Support

Hello Ezoph, we're sorry for the issues you're having. We will send you a private message to further assist.

~Ivone

Ezoph

UPDATE: Chatted with VZW support, I explained that I have called the support team multiple times and they suggest to visit a corporate store and already made 2 trips to the corporate store and there they suggest to call support as I placed my order online. Despite that here is the response I got: "We apologize for the inconvenience and want to provide you with the correct details and proper expectations, we have reviewed the options and at this moment we do not have a way to access the account and request a return label for you. We suggest contacting our team over the phone at 800-922-0204 or visiting a direct corporate store."

Well, I called this number again and (it was not a surprise) the agent suggested to visit the corporate store.

I am sure Verizon has a person who is able to resolve the issue. Please suggest how I can escalate it to this person.

SynthpopAddict

Have you checked your My Verizon account under the order history to see if there's any option to do a return from there and thus print the return label yourself? Not sure about the "free" return as I've read there is a $50 restocking fee for returns, but considering this was Verizon's error in shipping the incorrect model, seems like you could have that credited back to you?

Sorry to hear nobody with Verizon has been able to get a shipping label printed/emailed/texted to you, but this is an ongoing issue from other threads I've read. It must have something to do with outside agents being unable to access that part of your account for security purposes, but it'd be nice if they could just give you a shipping address.

Ezoph

I can access the order status info, but not order history

SynthpopAddict

Thanks for the update. I can't see your image for now because it's pending approval. I'm prepaid, so purchases through Verizon are different for me - if I try clicking on any of the links given below, it takes me to the login site and then doesn't work, because prepaid accounts are a different beast altogether. But I found this on the website:

https://www.verizon.com/onesearch/search?q=Return%20Equipment&lid=sayt&sayt=return%20eq*

Ezoph

Thank you, SynthpopAddict, for this link, clicking on " Print Return Label" returns the message below (I logged in with my credentials)

You are signed in as a guest.

finnmon

Unbelievable, you paid for pro max? Which is more the pro

Verizon_Support

Resolution Update: The original poster was advised to visit one of our corporate stores with a valid ID to help complete account verification.

If others encounter similar problems when trying to complete an equipment return/exchange, common factors can include timeframe requirements, purchase location policies, and/or system issues.

For anyone facing a similar issue now, we recommend reviewing our 30-day return and exchange FAQs here: https://www.verizon.com/support/return-exchange-procedures/

If you still require assistance, please contact us for support.

~Izzy