nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Child Item

Site Totals

1898 Users Online 5848731 Members 365625 Discussions 61881 Solutions

14 Day Worry Free Guarantee

TheDiabolicaL1

I understand the 14 day policy, but, let me explain where it's fundamentally flawed. There should be a delineation between a warranty exchange and someone swapping out a phone for unliked features. I like my S3, only if it works however under the current Verizon policy, as it was explained to me by both Tech and the Supervisor, I am only allowed one exchange or return. Really, Verizon? Even for defective phones? No such thing as a Warranty Exchange? Originally I was told I would have to pay a $35 restocking fee to return my S3 for another S3, but, after some reasoning the woman at Tech decided to "look into it" and determined, no- same device exchanges are immune from this fee. If the second phone is defective, which I suspect it will be, my choices as explained to me by the Tech and Supervisor is as follows:

If I want to keep the S3...

1) Send the brand new phone back to Samsung for repair for an unknown amount of time.

2) Accept a pre-owned device in exchange for my brand new device.

3) Deal with owning a defective device and work with it's problems.

If I want to swap out my second defective S3 for a different device...

4) Purchase a new phone of a different model for full retail.

5) Purchase a phone of a different model as a used/pre-owned device through Verizon or other

I'd like to offer my thoughts, in order of my "choices" as given to me by your Representatives:

1) I'll be without it forever. How long am I supposed to be without my "new" phone?

2) I just paid you for a *brand new* device. If I wanted a pre-owned device I would have bought one pre-owned.

3) What? How is that even a remotely acceptable solution?

4) So, you send me two defective devices and you expect me to pay you full retail to move to a device that functions correctly and doesn't use me as a beta tester?

5) See #2

From a consumer standpoint, this is terrible business practice! I just purchased a new phone. You sold me a lemon. I wanna swap it out for another of the same model and *if* that phone is a lemon as well, I'm 1) without a phone for who knows how long, 2) Just paid $200 and signed up for a 24 month contract for a used phone, 3) Pay $500 plus to get into a device that works or, 4) Purchase a used phone. No option is good. See, I want the S3 but if it can't work out of the box- why should I still not be able to switch it out. It's not as if Verizon has to eat the costs- You'll send them back to Samsung for repair anyways, at no cost to you so WTF? I understand some can be abusive but you've swapped out 3 of my Wife's iPhones for her in the first week and did it gladly. Is it at the whim or discretion of the person answering the calls dependent upon their mood and how the stars are aligned?

I doubt, however, that these words typed with my finger tips will even get a response from you. Seems this forum is meant to allow frustrated users an area for them to *think* their words are being heard.

Lame.

Comments

SydneyK

If you are within 14 days and have a problem with your device, you will get another new device for warranty replacement. After 14 days, you will get "certified like-new" devices. There is no limit to how many warranty exchanges you can make, but Verizon will not send you a different model; that you would have to pay full price for. When you do a warranty exchange, you will first be sent the replacement then will have to return the old phone within 5 days or you'll be charged for it.

That one exchange or return you mentioned is related to you deciding within 14 days that you want a different phone, or want to return the new phone and go back to using what you had. There is no restocking fee for a warranty exchange, but there is to exchange for a different model or return within 14 days.

I hope this helps clear things up a bit.

TheDiabolicaL1

It does not clear things up.

You mention:

SydneyK wrote:
That one exchange or return you mentioned is related to you deciding within 14 days that you want a different phone, or want to return the new phone and go back to using what you had. There is no restocking fee for a warranty exchange, but there is to exchange for a different model or return within 14 days.

Even that logic is flawed and again exemplifies why the 14 day worry free guarantee is fundamentally flawed. I would be asked to pay a restocking fee for a device that is not functional? A restocking fee implies that an employee will put the phone on a shelf for resale. A defective device cannot be resold. Again, why would I have to pay a restocking fee for a defective device?

This is what I didn't understand last night and I don't understand now. I'm returning the device because it's defective. Not because I am unhappy with it. I would like to recieve a functional device exactly like what I have now but if I cannot receive a functioning device, and Verizon cannot guarantee I will, I will be forced to purchase a new phone at full retail *if* it's decided that my second device is defective as well. I understand I can continue to swap out warranty replacements with no limit. That part is clear. However, it is my understanding that the flaw I am having with my S3 is widespread and until a software update is implemented by Verizon and Samsung, these phones will continue having the same issues. This means, I will continue to receive defective devices until the update is implemented.

You've got to see how flawed this is...

I simply want what I paid for and if that cannot be provided to me I fail to see why it should cost me more money *and* leave me with a defective device.

At the same time, I was just told by a VZW Online customer support rep that "If I swap my defective device, for the same device, it does not eliminate the balance of my 14 day worry free guarantee."

Lame guys.

Not even Verizon can agree on it's own policies. Furthermore, your grotesque interpretation of the 14 day worry free guarantee, which originally started to help customers find the right device for their needs has now been twisted and convoluted so it's policy can be applied to defective devices. This practice is disgusting and further solidifies my desire to distance myself and my money from Verizon.

rcschnoor

You fail to mention the problem you are having with the S3, which if you did, others with the same phone and possible solutions would be able to help.

Jakeman1

When I got my sons Razr a few months back, the first one died in the parking lot on the way out of the store. I took it back into Verizon and although they tried to replace it with a certified like new replacement once they realized I had purchased the phone 5 minutes prior they exchanged it for a new one. 2 days later I took the Razr back in as I was promised the phone would last x number of days on a charge, yet it was dying after 4 hours, so they exchanged it again (both under Warranty). I monitored this Razr for 5 days and it was still dying after 5 or 6 hours regardless of what I did on it to set it up to save power. I took it back in and exchanged it under the 14 day policy and they exchanged it no problem. I think it is based on who you talk to at Verizon (800 number or in store) and even then, the answers you get will vary (you can ask 5 people in the store and you will get 5 different answers).

Ann154

Based on the OP's other posts, I wonder if they think the phone is defective because Samsung Galaxy S3 has a locked and encrypted bootloader.

TheDiabolicaL1

This isn't technical support, however, the problem I have is wi-fi related, 3g data related, voice related, text related and screen related.

It has been suggested by Verizon to swap out the SIM to hopefully correct the 3g, voice and text issues, however, the screen and wifi issues have been reported to me via Samsung as being widespread and *may* be fixed in a future update. It's ability to fix the issues is not 100%, as they admitted to me nor will said potential fixes arrive at any known time frame. As Samsung told me, it could be 6 months before this update is ready for deployment.

So, I've been shipped a defective device. I like the S3 such that I am willing to accept another in hopes the second device is fully functional. If it is not, however, Verizon says I am to purchase a different model phone for full retail, or, a used phone.

How is this remotely acceptable?

*If* I had decided the S3 isn't the phone for me and I swapped it out for a HTC Incredible 4G, I could understand the requirement to pay a restocking fee. If, at that point, I decide the HTC Incredible 4G is not the phone for me and I wish to swap to the Motorola Razr, I can understand Verizons requirement for me to purchase the phone outright. However, I cannot understand how they can apply this same logic to an individual who has been shipped two defective devices. Apples to apples and oranges to oranges however Verizon is using the bowl to cover both spectrums. Each spectrum is fundamentally different from the other and it really needs to be viewed on a case by case basis. This is why the 14 Day Worry Free Guarantee is flawed.

Ann154

One exchange is allowed in the 14 day return policy. I don't see a flaw in that policy. Otherwise there would be a rash of phone hoppers.

http://www.verizonwireless.com/b2c/globalText?textName=RETURN_POLICY&jspName=footer/returnPolicy.jsp

Ann154

Attack? What attack? I was merely giving a possible reason why you wanted to return the phone. You're right. This isn't tech support, but this peer to peer forum can help users if they explain the issue.

TheDiabolicaL1

Please see my edit below.

I agree with you regarding the phone hoppers.

What you fail to comprehend is that an exchange for a defective device, for the exact same advice should not count against ones ability to exchange the second defective device for a different device.

I don't know how I can make that clearer to you.

If my second S3 works great out of the box I am willing to keep it for the duration of my contract. If it does not, my being required to purchase for full retail price a functioning device is the flaw.

This is what I am trying to get Verizon to understand- this is not phone hopping. I am returning a defective device for a functional one. If one cannot be provided to me I fail to see why Verizon cannot put me in a functioning device, at that time.

At this point, I highly doubt there are any CPO S3's. This means I will be provided unlimited new phones until I find one that works, minus accessories until there are CPO's to be brought to the consumer. Say I have to go through 10 phones. Which is more cost effective to Verizon? Letting me exchange 2 defective devices for a functioning second model or exchanging phones until I find one that's not defective?

Not only is it not fair to someone in my position, their own policy ends up costing them more in the long run. I fail to see how it's good business sense to burn the candle at both ends. These are the costs that keeps my bill going up. These are the costs that can be cut by allowing Verizon Reps to look and modify the policy on a case by case basis.

This is all I have to say.

*edit* I will add one more thing to this statement.

The very link you provided me implies "exchange" as "functioning device for functioning device" and return as "new phone reverted to old phone or new contract cancelled." Nowhere is it mentioned defective devices except that " At our discretion, we may decline your return or charge you a fee for a missing item, or for items that we determine are damaged or require service." By their own logic, if I am returning a defective device, this very policy does not apply to me or I risk being charged for the device?

jgrays101

I work for verizon wireless and there is no flaw in the 14 day return period. When you purchase your device you you have 14 days including the day that you bought the device. If anything is wrong in those 14 days you can get a brand new device from the verizon location that you purchased it at originally. You can't get a different device without paying a restocking fee. You picked the device so that will be your device unless you pay the restocking fee. The reason there is a restocking fee is because we can not sell the device like new so it will not just go back on the shelf for the next customer. It must be sent back to maker of the device such as samsung or motorola. This is also in place because otherwise customer who are unsure of what device they want will just buy a phone, realize the should have gotten something else and just come back and swap the phone out for something else. An example would be someone unsure if they want a blackberry or android so they buy the blackberry only to then realize they wanted the android device. No matter what the issue is with the phone it has a year warranty and will be replaced. Your not getting a brand new one after the 14 day period so either you have to deal with that issue of just swap the phone out. You wouldn't even be able to tell its not a brand new device but rather a like new device had the rep not informed you or the packaging the replacement would come in. If your having issue's just replace the device as a warranty claim and there is absolutely no cost to you.

TheDiabolicaL1

Thank you for your reply and tangent. Your statement is misleading and you should clarify in it that after the first exchange for the same device, one would be required to accept CPO devices after that point. Regardless of it being the 2nd, 12th or 13th day.

Maybe it's not flawed from an employee of Verizon's standpoint and truthfully, it makes pretty good business sense, from a business standpoint. Why give them what they paid for when you can give them something of less value? Verizon does offer CPO devices at a substantial discount. Again, why offer someone who's had the misfortune of receiving a couple defective devices of the same model a new phone when we can offer him a CPO and make money off of it at the same time?

One certainly doesn't get credited the difference between the new phone they paid for and the CPO they'll be forced to accept, do they.

TheDiabolicaL1

^this

It's obvious the reps you spoke with understood the difference between returning a defective device and exchanging a non defective device for a different unit OR cancelling the contract started by the new unit.

It's a shame, really, that nobody here understands that.

Child Item