Restocking Fee for Exchanging Items (Purchased Online) for More Expensive Items?

Greetings all. Very (disappointed) loyal, extremely longtime VZW customer here...

I've been an iPhone (4) user for several years now, but recently was swayed but the BOGO offer on the new Samsung Galaxy S5. My plan was to get a phone upgrade, get my wife on her first smartphone, and then add a new line, and pass along my old iPhone to my son (his first phone). In doing this, I was forced off of my unlimited data plan in favor of VZW's Share Everything Plan, and went from month-to-month to 3) new 2-year contracts, 2) with the exorbitant Android early termination fee, and increasing my monthly payout to VZW by $60+... or up to $2,500+ annually. I made these choices willingly, not even considering taking the opportunity to checkout the competition.

I made an honest mistake! After I ordered the new phones, I decided that I wanted to continue with IOS, with its limitations and all... I am comfortable with IOS, and all things considered, it's just the best option for my situation.

Mind you, the new phones are here, but the shipping box has not been opened. I contacted VZW to exchange the S5's for an iPhone 5S 32GB, and a 5C 16GB... $200 more than I paid for the S5's (after $100 rebate). VZW said theyd be happy to make the exchange, and to take more money from me for the more expensive iPhones, but, it would cost me an additional $70 to return the unopened, non-activated phones.

I find this unpalatable, and I resent it greatly! Am I alone here? I have been with VZW forever. I have endured the high prices, the fees, the 3G data throttling, the poor service areas in Michigan, etc., etc., etc. for years. I pay on time, every time. I do not, ever, jump ship in favor of the flavor-of-the-month promotion from the competition - and it appears that VZW doesn't value my loyalty in the least.

I understand that there [may be] a cost to restock the phones, but, it is minimal at best, and zero at the least. However, it's not at all close to $70.

Will someone explain to me where I'm going wrong here?

Accepted answers

Verizon_Support

Good afternoon, gr8lakescarter,

I want to start out by saying, thank you so much for the years of your loyalty! I want to work with you to continue our relationship for many more years to come. I do have some good news for you, if the device is unopened you should not have a restocking fee. You can always return this device in the 14 Worry Free Guarantee time frame at a corporate store location. You can locate a local store here: http://bit.ly/3SdsA This should be something that the store will be able to process for you with out any issues. Please keep us posted.

KevinR_VZW

Please follow us on Twitter @VZWSupport

All comments

Verizon_Support

kay_dee_gee

HOLY COW!! Did a VZW rep ACTUALLY just offer a solution?? Not to mention a solution - that's actually FAIR?? Thank goodness it's in writing so he can pull it up on his current phone or print it out and take it with him into a Corporate store. Cuz most of the time, they aren't in sync w/online reps.

Anyway.. KUDOS to you - I'm nominating you for VZW C.E.O. !!

gr8lakescarter

kevinr_vzw, I sincerely appreciate your quick response, and for your input on a potential win-win resolution to my problem. Based upon the conversation that I had with the VZW rep. last night, I was convinced that my plight had fallen on deaf ears.

I will follow your advice, and will visit my local VZW corporate store at my earliest opportunity this week. I will, most definitely come back and update you all on the results.

Thanks again!

Carter

unknown

You will find that the return policy for online purchases must be done via return online.

The Verizon Corporate Store will not take the devices back since they did not sell to you from the store, but from online stock.

Return/Exchange Procedures

See the info from the link I provided.

Good Luck

gr8lakescarter

Elector wrote:

You will find that the return policy for online purchases must be done via return online.

The Verizon Corporate Store will not take the devices back since they did not sell to you from the store, but from online stock.

Return/Exchange Procedures

See the info from the link I provided.

Good Luck

Thank you Elector. Unfortunately, it appears that I am back to my original problem, and that this (online vs. store-bought) policy contradicts the information that kevinr_vzw provided to me earlier... I hesitate to proceed until someone at VZW can give me some concrete info on this... but the 14-day clock is ticking. It really can't be this convoluted, can it? I'm not asking for a refund, nor am I calling it quits...yet... I simply want to exchange 2 unopened phones for 2 more expensive phones, and not be subjected to an unreasonable fee. Brother!

gr8lakescarter

Ok folks, especially kay_dee_gee, kevinr_vzw, Elector, AntonioC_VZW, here it is...

I'm sorry for the delay in my follow-up, but sometimes life gets in the way, eh?

Long story short... after communicating with 4) different VZW Care Reps.; and after one very lengthy phone call to customer support; and after VZW Customer Support contacting the local VZW store; and after 2) trips to my local VZW store (totaling 3 hours in-store); the Galaxy S5's have been returned/exchanged [without paying any restocking fees], and 3 new iPhones were purchased, and a new line of service was added. I feel like I accomplished what I set out to do, without parting with (yet) another $75. In-turn Verizon kept a loyal customer, got a new line of service, sold an additional phone, eliminated another unlimited data plan <sigh>, and gets $60 more from me a month. All-in-all, I think VZW wins out, but I am content.

It appears that the information that the initial chat rep conveyed to me was inaccurate. It is also clear, that the follow-up information provided/posted here by kevinr_vzw was spot-on! Thank you Kevin!

My first trip to the store, on a Sunday (weekend store volume) was a bust... "we'd like to help, but...there will be a restocking fee".

As my sense of humor had reached it's limit, I dialed-up VZW Customer Care on my ride home. Marcus, I wish I had his last name, was very helpful. After walking him through the whole, tedious story, he informed me that the store was misinformed, and that they should have been able to solve my problem. He (Marcus) read to me, verbatim, a long list of restocking fee waivers, and alas, I was covered in at least two categories... the most important of which was that the shipping box was unopened. He indicated to me that the store should have the same waivers available to them... After he viewed the notes added to my account but the store, Marcus contacted the store... after several minutes, he came back on the line and said that if I would be willing to go back to the store, they'd take cake of me. And, three hours later - I was on my way home with my new iPhone 5S.

Personal note, my son (who thought he was getting a battered old black iPhone4 as his first phone) was thrilled with his brand new green (his choice) 5C, as was my wife (her first smart phone) with her pink one..

Thanks to all for your help, advice, and support. I hope to be able to return the favor someday.

Verizon_Support

gr8lakescarter,

We're thrilled to hear everything was resolved. I offer my sincere apologies for the inconveniences and problems encountered. We always want you to have a stellar experience with us, we trust this will happen going forward. We appreciate your patience and working with us to resolve it.

AdaS_VZW

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