Fairly disappointed.

City00

I recently got a new phone and signed a new 2 year contract. I don't like the new phone, wanted to exchange the phone, found out from a gentleman named John that I was outside of the 14 day exchange period. Fair enough.

John then tells me that if I go into a physical location that I can exchange on the spot as long as it is within 30 days. It is in fact within 30 days. I repeat back to John what he told me only in my own words to make sure that I'm understanding him correctly. I am. I'm pretty happy about this until I find out from every other Verizon employee that I was given false information.

After speaking with a half dozen different employees and being blown off by 3 supervisors for a call back in the last week, it's safe to say that I'm fairly irritated. Two of the employees told me that John simply wanted to get me off the phone. I have been offered a $30 credit, which was insulting, as well as a refund on the price of my new phone, although I would then have to buy a new phone at full price. Neither of which solves the main issue.

Being given incorrect information over the phone, then taking action based on that information, has lead me to a string of individuals that refuse to honor the word of one of their employees. If John would have stopped at "I'm sorry, you're outside of your 14 day exchange period." then I would be on my way. No issues there. But he didn't stop there. Now Verizon refuses to honor his word.

Anyone else run into a situation like this when given the wrong information. Any suggestions or should I move on?

Doesn't seem right the an employee is allowed to give out false information and the company can say, "eh, we aren't going to honor that".

Weth

It definitely is 14 days and Verizon does not make exception to that rule.

I would move on and accept you were given bad information by a single employee. Here is the agreement you agreed to when you received your phone (attention to the underline):

This agreement and the documents it incorporates form the entire agreement between us. You can’t rely on any other documents, or on what’s said by any sales or customer service representatives, and you have no other rights regarding Service or this agreement. This agreement isn’t for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest. Except where we’ve agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state.