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Bought new got refurbished

My wife and I just updated to the 6plus 10 days ago. Over the weekend I realized the phone would not vibrate. Went through a chat with Apple support to no avail, brought the phone back into the Verizon Wireless store and they couldn't fix it so they were going to have a new phone sent to me. The phone was delivered the next day. Only problem was that it was a refurbished phone. The original was barely a week old and Verizon thinks its ok to sent me a used phone?! One that probably had issues at some point otherwise it wouldn't of needed to be refurbished. I bought a new phone. I am paying for a new phone. If I wanted a refurbished phone I would of bought one. Very disappointed.

Comments

rcschnoor

First of all if you returned it to the store within 14 days, they should have simply given you a new phone off the shelf. That is what the 14 day return period is for. This was a Christmas present or you purchased after Christmas? Christmas is 12 days ago and purchases made prior to 12/23 are already at the 14 day mark.

Second, manufacturers warranty stipulates that you will get a refurbished device. After the 14 day return period, that is what you will get. POSSIBLY if you bring it to an Apple store you will get a new device because THEY are the manufacturer and can make that decision. Verizon will simply follow the manufacturers warranty and give you what the warranty provides. You don't want a refurbished replacement, don't get it replaced via a method which states that is what you will get.

Lastly, you have no way of knowing that the phone you got is "older" than the one you returned for replacement. Do you think you are the only person who returned a phone within a short period of time. The phone you returned will end up being a "refurbished" unit and someone who returned a phone after having it for 6 months could eventually get your "10 day old device" after it having been refurbished yet they will most likely complain the same as you that they got a "refurbished" device when returning a "new" device when in fact the device they got in exchange actually has LESS use then the one they returned. So as I said, you have no way of knowing if the device you got in exchange has more use than the one you returned, only that it was "refurbished" as the manufacturers warranty allows.

Frey126

The phone was purchased on December 27. I went into the store on Monday (that would be 8 days). Since I took the phone back to the Verizon store, I would think their sales rep's would know about the 14 day policy and would of said that.

What are you talking about? The phone I bought was brand NEW. I took it back after 8 days. Chances are the refurbished phone is probably not newer then 8 days old. So yeah I would say I have a pretty good idea the phone I returned was newer.

nicholas_g

Frey, the store should've given you a new phone right there on the spot. Did they not have one in stock? You have 14 days to return or exchange the phone. After the 14 day period everything would be done via support and the mail.

Frey126

They didn't even give me the option. Having only had the phone for just over a week a assumed I was being sent a new phone. Never had to return a phone before so I just assumed the sent phone would be new.

rcschnoor

Frey126 wrote:

The phone was purchased on December 27. I went into the store on Monday (that would be 8 days). Since I took the phone back to the Verizon store, I would think their sales rep's would know about the 14 day policy and would of said that.

Like I said, you should have gotten one off the shelf and should not have let them "send" you one. I would have asked for an exchange for a "new in store device" because it was within 14 days.

Frey126 wrote:

What are you talking about? The phone I bought was brand NEW. I took it back after 8 days. Chances are the refurbished phone is probably not newer then 8 days old. So yeah I would say I have a pretty good idea the phone I returned was newer.

Really??? I bet someone returning a phone after 12 days would use the same argument as you yet if they received YOUR phone after being refurbished they would be incorrect because YOURS would only be 8 days old while theirs was 12 days old. As I stated, you have no way of knowing which phone is "older".

Frey126

When you purchase something brand new (as in unused, not refurbished), the expectation usually is that it will work. If, as in this case it does not work, it should be replaced with another new product.

Frey126

Went back to the store. They said they didn't know why I wasn't just given a new phone and they took care of it that day. All is well in the world. I guess it was my fault for not thinking of that when I went back the first time, but I also would think the person who waited on me in the store should of known that as well (as I did say the phone was barely over a week old).

rcschnoor

Glad everything worked out.

nicholas_g

Glad it got resolved :smileyhappy:

Ballen802

In my opinion the 14 day policy is bull. If I'm paying for a brand new device and it's within the original manufacturers warranty it should be replaced no questions asked with a brand new one. I buy A LOT of tools from Milwaukee to Dewalt to Craftsman and when I've had problems with them in the past as long as they were within the manufacturers warranty Lowes, Home Depot, wherever have just replaced them no questions asked because they're an authorized retailer. So whether this is Apples policy or Verizons, it's a lousy one. I've received "repaired" devices from Apple before and one was actually fixed but I had to send my daughters tablet out twice and then had to take it to an Apple store to get it replaced because each time they failed to fix the problem.

VZ_Donna

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