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Verizon promises to send you a replacement for your defective device, until you actually need one.

My Ellipsis 7 died completely in May. When I went to the Verizon store for service, they said they'd send me a replacement. What they sent was an empty box for me to send it in for repair!

The "repaired" unit lasted about five weeks before it started suffering from random reboots and freezes. Since this "repair" was obviously unsuccessful, I called customer service to ask for a replacement unit. Nope, the rep insisted that they only thing they can do is send me an empty box so I can return it to get it "repaired" again.

This in spite of the language at https://www.verizonwireless.com/support/device-replacement-program/

Manufacturing Defect

Less than 1 year since purchase

The device will be replaced at no cost. If it's been more than 15 days since purchase, it'll be replaced with a Certified Like-New Replacement (a like unit or one of comparable quality).

What would you call this misleading language? Fraud? I want my "Certified Like-New Replacement" instead of this lemon.

Comments

veryfrustrated0118

See, I don't have a tablet so I don't know the specifics of warranty issues with one.

You were sent an empty box and you then sent your original tablet back to Verizon? Then you received your original tablet back or was it a different one? I am confused about that. Also, if it is your original unit, have you tried a factory reset?

Verizon_Support

David_vzw, I'm saddedned to hear that you are experiencing issues with your tablet. I know how important it is to have working tablet and our goal is make sure this happens. The link you have attached is for mobile devices and we issue Certified Like-New Replacements for mobile devices. The warranty for tablets is different and we issue the recovery box so we can repair the tablet under warranty. Have you sent your tablet for repair?

GersonG_VZW
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davhill

GG-

"The link you have attached is for mobile devices and we issue Certified Like-New Replacements for mobile devices."

Please explain to me how a VZW-branded device that connects to the VZW 4G net is not a "mobile device." The language at that link is pretty clear. Now please honor this language, and please honor my warranty.

Since it's obvious that you've stuck me with a lemon, why won't you make this right, and just replace this consistently defective unit? To answer your question (Have you sent your tablet for repair?), I think sending my tablet for repair once—unsuccessfully—is enough.

("I'm saddedned to hear that you are experiencing issues with your tablet.") You're not as sad as I. After spending 45 minutes with your customer reps today, with zero satisfaction, I am sad. Can you say I'm being unreasonable?

Please replace my mobile device as you promised.

deloused

Despite the rep commenting such confusion, the site is not at all misleading. It says they'll send you a replacement, and they will so that's the truth. If it is a tablet they won't send the replacement until they have received and inspected the defective one however. The site does leave that part out. Good thing the reps you spoke with explained how it works to you for tablets to set your expectations correctly.

davhill

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