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MISLEAD AT THE VERIZON STORE AND NOW IM LEFT WITH A $299 CHARGE

I have never experienced a group of more incompetent people with no customer service experience. The week of Christmas I went to a VERIZON store because my IPHONE 4S was only able to make calls using the speaker feature, I will be the first to admit it, I have dropped it and and had the screen replaced.

I reluctantly walked in to upgrade to an IPHONE 5S, but the sales person looked up my account and said "OH, I see that you pay insurance every month and therefore we can just send you out a new refurbished phone and you send back the damaged one,not asking if this phone has been fixed or the screen replaced"

I thought to myself "wow that was an easy fix, since I was not ready to upgrade"

NEVER ONCE did this person say "By the way, IF your phone does not qualify that you will be charged a $299 fee"

SO NOW I am supposed to pay $299 for USED IPHONE 4S. There was no contact after the original phone was found to not fit under the insurance guidelines and I was given no option to have the original device returned to me.

I NEED SOMEONE TO FIGURE THIS OUT AND FIX THE PROBLEM. I WAS MISINFORMED AT THE STORE LEVEL AND I WILL NOT PAY THE $299 CHARGE.

Comments

jroeder

You were not misinformed, just not explained about how the insurance works. With that said there is no problem to fix, the $299 charge is legitimate and you did get the new (well, used...)phone. I'm sure your insurance is with Asurion, and so if you are upset about the policies you escalate it with Asurion, not Verizon since they are not Verizon policies. Let us hope Asurion will help you out and waive the $299 or just charge the deductible. Good Luck :smileyhappy:

rcschnoor

You may also be able to return the replacement phone in order to get around paying the $299 charge. It is doubtful you will get your device back, though.

I would call Assurion to check if the above is possible.

Regardless, I agree that you were NOT misinformed. You made assumptions and Verizon made assumptions. No one is less to blame than the other. You because you assumed if you returned a device which was repaired at a non-authorized location would still be eligible for the insurance. Verizon because they assumed if you were going to pay for the insurance, you would take advantage of it instead of paying an ADDITIONAL fee to have it repaired elsewhere while still paying the monthly premium for insurance.

rkschwer

This actually was done by VERIZON, not Asurion. I have contacted Asurion and they have no record of a new phone being sent to me.

Ann154

rkschwer wrote:
This actually was done by VERIZON, not Asurion. I have contacted Asurion and they have no record of a new phone being sent to me.

That's because you sent the phone in under the Warranty and not Insurance. The charge is from them receiving a damaged device that can't be processed under Warranty.

rkschwer

this is what I was told at the store level.

I will be heading back to the store to speak with a manager

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