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Verizon Wireless running a dishonest operation?

I am being charged a damaged equipment charge on a mobile phone I exchanged around 3+ months ago that had manufacturer defects. The labeled "damage" is "corrosion secondary to water damage" in the HDMI port. The charging port which is directly next to the HDMI port does not show any signs of corrosion though. The reason for this is likely due to the fact that I never used the HDMI port and dust accumulation partnered with the humid environment of the Midwest resulted is the said corrosion. I obviously use the charging port daily... Also, there are no other signs of water damage. None of the internal water stickers show signs of damage. The phone powers up and functions, just with known software glitches. I have researched the issue and have found multiple resources to support my standpoint on this issue. I have provided a fewlinks. Just search through the documents and see how dust and humidity can cause corrosion. I dont see how Verizon feels that I should be responsible for this. I even offered for them to keep that phone and told them I would send this one back. This is a very dishonest operation Verizon wireless is running. Do not think that being a good customer will help you out. Ive had 6 people on my plan for nearly two years and have bought multiple phones outright. This is the very unfortunate treatment i receive from VZW.

http://www.er-emergency.com/wp-content/uploads/2012/02/A-review-of-Corrosion-and-environmental-effects-on-electronics.pdf

http://www.celcorr.com/Publications/Eurocorr%202008%20-%20Jellsen%20et%20al%20(Corrosion%20in%20Electronics).pdf

Comments

Verizon_Support

Hi winstonhunt,

Oh No! I understand your concern about seeing this unexpected charge on your bill. When we send out our Certified Like New Replacments (CLNR) we do provide a disclosure. This would need to be agreed to prior to sending the phone out. When the fee is assessed to the account, we also send pictures of the damage. I do apologize for the cost and impact this is causing you. If you need anything else, let us know.

Thanks, BobbyS_VZW

Follow us on Twitter @VZWSupport

winstonhunt

The disclosure is very one sided and does not do anything for the customer. It only makes it to where VZW can charge their clients for what they consider to be damage, aka ANYTHING. As I stated above; the phone powers on and can browse the web and charge and all of the above. I also cited two different research studies that state this type of "corrosion" will happen in environments whose humidity levels are between 50%-70%. The entire east coast of the US is ~80%. I also stated that there is no other "damage" to the phone. None of the white water sensitive stickers on the inside of the phone were discolored. None of the other ports were damaged or showed signs of corrosion (that is because I use them and no dust stays collected in them for long periods of time. I NEVER used the HDMI port).

VZW customer service is poor too. I was supposed to receive a call back last week from a supervisor, I never did. I called again last Friday and was told I would receive a call within 48 hours. I never did. If this issue is not resolved when my bill is due my bill will not be paid. I will not pay the "damaged device charge" and I will leave VZW and take my family plan elswhere.

Verizon_Support

Hello winstonhunt!

I agree completely that you should have received a call back as promised, and it should not have taken more than one call from you. I'd be happy to take a look into this for you, so I've followed you in the forums. Please accept my request and follow me back. Then send me a DM with your name and mobile number. I'm happy to take a look into it for you. Thanks!

ChristinaB_VZW

VZW Support

Follow us on Twitter @VZWSupport

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