Being charged for defective device - Long time loyal customers deserve a better solution...

DJM87

Good Morning,

This is not a service issue but rather a customer service issue and this is not the first platform I tried to get this resolved.

Background: I have two wireless lines that both use Samsung S3 phones, the contract was started on/around November 2012. Right after I bought the phones, I began having trouble with my phone and it's charging port. I had to return it because of manufacturing defect. My mother started having the same problem, so my initial thought was "the charging port is going on this phone also". I followed protocol and troubleshooting procedures walked through by a customer service rep, along with taking it into a store for an inspection which led to a suggestion of buying new battery (since it's over a 1.5 years old). After turning down the battery suggestion, I sent the phone in for replacement. I pay the monthly fee for the insurance on each phone. After receiving the phone and thinking the matter had been solved, I received a VERY disturbing notice stating I will be getting charged for the defective phone since the charging port shows "water" damage that could have gotten there through "humidity" or "sweat", since the water damage marker on the phone showed no signs of water damage.

Solution offered: A $20 dollar credit while still charging the $299.99 fee, for a phone I never planned on using longer than 2 months, since my upgrade is available in November.

I have tried several different avenues of seeking some help on this matter, as a long time loyal customer, and this is my last resort before I have to sadly look for another service provider for my lines .

Please Help,

- DM

unknown

If you had paid insurance like you wrote, you should have used that instead of a manufacturers warranty. If the device is 1.5 years old you were not eligible to even exchange in that manner. Something is messed up there.

Your supplemental insurance would have covered water damage or breakage. But there would be a deductible.

Only recourse is either http://www.bbb.org and file a complaint and Verizon will contact you.

or take Verizon to small claims court for the $300 stating no damage was on the device when you sent it and the store did not see any damage. And that they replaced it after the warranty date of one year.

Hey its worth a try.

Good Luck