Background – iPhone 16 Pro Max
The iPhone 16 Pro Max was defective and would not properly hold or maintain a charge, even when using a verified, working Apple charger. Verizon sent a replacement device and provided a return label. When that label was used, the device was unexpectedly sent back to me, initiating a prolonged and unresolved return issue that resulted in a non-returned device charge on my account.
Return Attempts & Conflicting Instructions
Over several months, I contacted Verizon repeatedly (weekly, often multiple times per week) and received conflicting and incorrect guidance:
• Early December when I was reaching out, I was told a return shipping label would be mailed to me in early January and given the date to return by January 16th or my line would be temporally disconnected
• I received a white padded envelope with instructions only, with no label and no return box.
• I was instructed not to include the iPhone 16 Pro Max with my iPhone 14 Pro Max trade-in with a return label.
• I was instructed not to return the device to a corporate store (on several occasions when inquiring).
I live in a town without a corporate Verizon store, and this is why the device would need to be mailed in. After not receiving a label, I specifically asked if I could return the device in person at a corporate location in Denver, CO. I was told not to do so and to wait for a mailed label that never arrived.
Missing & Incorrect Shipping Labels
• On January 22, I was told a return label would arrive by January 26–27. It did not.
• On January 26, a representative could not verify any information in my account of a label being sent out, when I was reassured, one would be a few days prior. The representee generated an emailed label and confirmed it was not personalized to me.
• I expressed concern that the barcode would not be linked to my account and that, if lost, the device would not be returned to me, a situation that had already occurred previously and thankfully returned to me.
• On January 27, I was told by another representative that a label could not be generated due to timing and that I should use a label incorrectly addressed to another name, which conflicted with Verizon’s own website guidance.
Verizon’s website and forums state not to use questionable labels and instead recommend asking for a new label for that is specific to the device or returning the device to a corporate store for scanning and a physical receipt, which I repeatedly requested but was directed not to do.
Service Impact & Final Action
I received a mailed notice that my line would be fully disconnected and when communicating with a representative they gave me that date ofJanuary 30th unless the phone was returned and processed or the balance paid. Without a valid, personalized return label and no realistic way for processing to occur by that date, I paid the balance to prevent permanent disconnection and loss of access to my phone number.
At that point, I could no longer wait. I shipped both devices together using the only valid shipping label available, the label for my iPhone 14 Pro Max trade-in.
Request
1. Both devices that were enclosed must be received, processed, and credited to my account.
2. I request confirmation via phone, email, or text once credits are applied.
3. If the iPhone 16 Pro Max is deemed ineligible for return or credit, the device must be returned to me.
This summary is provided to document the extensive efforts taken in good faith to return the device properly and resolve this matter.
The phone has arrived at Verizons processing center with a ticket in process, I hope this process is much easier than returning the device.
Below is the return label I was instructed to use after not receiving a return label personalized to me or the phone, when assured to me that one would arrive in the mail on many occasions. I live in Colorado, that is not my address and when expressing concern, I was told the “return address” doesn’t matter.
[Image removed for privacy]
