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Iphone return policy - Big Facade

I have had the most frustrating experience with Verizon on the return of Iphone 6 plus which my husband bought about 2 weeks ago. Per the policy, we could exchange the phone within 14 days which we wanted to do and get the 6 instead. We have been to the jersey city verizon store ( which is where we bought the phone) so many times regarding this now. Each time no one knew what they were upto, inititally i thought they are genuinely unaware but now i am convinced that they have horrible customer service and all this "worry free guarantee" is a facade. each person has something new to say that is completely contradictory to what the earlier person said. how difficult can this be? and if it is difficult, why even have a return policy in the first place? Rachel, Jersey, Chris - all these guys at the Verrizon Jersey City atore at the newport mall have been so dissapointing in thier service. For the first few days, they said the phone is out of stock but will have tomroorw. Tomorrow never comes, btw. The other option acc to Jersey was that we order a new iphone 6, pay for the phone now and return the 6+ when it arrives and we will be rfunded the money back. Rachel seconded that, so did Chris and said sure thats the way to do it. we were fine and of course when she went to place the order, some kind of technical difficulty wasnt allowing her to do so. So everyone says call customer service and ask them and they can order a new phone for you. I had my doubts and after repeated messages that customer service will definitely be able to help me by Chris, i left the store giving verizon the last chance to prove me wrong. But alas! after spending 2 hours on the phone, of wait time and transfer time and repeating my story to more than 4 people, i am told that you can only return to the store you bought it at; and that the 6+ needs to be returned before the new phone arrives. are you freaking kidding me? this is what you do in the name of customer service? do you have any idea of what this means for your reputation? How can the messaging be no inconsistent? and how come no one is ready to help when it comes to exchange/return? where the hell is your worry free guarantee? Its been such a hassling experience mentally and physically for us and now i know why people say DONT GO TO VERIZON, IT SUCKS! I am in the service industry too and if this is the way you treat your customers, be rest assured you wont have many custormers to deal with soon enough.

Comments

rcschnoor

No it is not a facade. You have 14 days to return a device to get a refund. Because you are interested in a new device which is in short supply does not prevent you from doing so. You can STILL return your device within the time frame. Nowhere does Verizon state they will have a different device in stock which will be to your liking. Not having the iPhone 6 in stock to replace the iPhone 6+ does not prevent you from returning the iPhone 6+ and then waiting for the iPhone 6 to arrive. This is what you have to live with when you want a device which is in limited supply. It is not the fault of Verizon that the iPhone 6 is not currently available. You will have to wait just like everyone else.

Whether or not you have to return the device to the same store from which you purchased, I have never heard of that. Regardless, even if it were true, there is nothing to keep you from returning the device to the store from which you purchased and then purchasing an iPhone 6 from another store, even an Apple store!:smileyhappy:

Nisha83

The store wouldnt even accept my return! thats the first thing we asked of them last Friday.thats the wierd part, they say you need to mail it back to the warehouse and if i do that, it will only reach them after 14 days. we were happy to wait till the 6 arrives, but someone should at least be willing to accept the return and give us clear guidance as to what needs to be done.

as far as returning to the same store is concerned, thats what customer service told me last night on a recorded line, so if thats not true, then i am not sure who to believe at all.

rcschnoor

I have never heard about returning to the same store, but I believe at one time if you purchased online, you had to return online. Whether or not this is still the case, I am unsure. The return does not necessarily have to be received by Verizon within the 14 day window, but you have to send it back within the 14 day window.

veryfrustrated0118

The only time you have to return to the store where purchased is if it was a Premium Retailer. Otherwise, any corporate store would accept a return from a corporate store or online purchase.

In this instance the process would be:

Provided that the WFG has not expired.

1.) Return the purchased phone, pay restocking fee and activate old phone. This will rescind the contract and reset the upgrade date.

2.) Order the new phone and wait for it to be delivered.

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