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Edge Up Preorder Problem/Device Damage

I preordered an Galaxy S7, paying off the amount I needed to finance 75% of my current phone, a Motorola Turbo. I had to jump through several hoops just to do this because I had received a replacement phone due to the screen cracking, and I received the one free screen replacement. When I went to upgrade with preorder, I had to go through customer support several times because the Device ID had changed but not been notated.

After placing the preorder, my phone became scratched just under the forward facing camera, but not on the screen itself. This damage is purely cosmetic and has no effect on the camera itself.

Question 1: For the early edge up, what constitutes "good working order?" Would my damage cause it to not be listed? I spoke to a rep and said it would be fine since it wasn't on the screen itself, but I wanted to be sure.

Question 2: If the phone is not returned in good working order, do I have to pay for amount left needed to pay it off, or my asurion warranty deductible?

Question 3: If I replace it with asurion, will it conflict with the preorder since the Device ID will no longer be the same? I had to jump through several hoops just to make the preorder in the first place because of device ID problems.

Comments

Ann154

Situations like yours are exactly why Verizon Wireless changed the Device Payment Plan formerly known as Edge to requiring 100%of the phone as paid before one could start a new Device Payment agreement.

A screen cracking anywhere is considered not in good working order. An insurance replacement is an allowed phone to trade in for the Edge Up. If you just recently replacement it, that might be why it hasn't been registered yet as the active phone associated with the Edge payment agreement. If you want to avoid having a possible charge back for sending in a phone that won't be accepted as a "good working order" device, I would suggest paying off 100% of the balance due on the phone.

alittlepeace

The replacement was like a year ago.

Verizon_Support

We want to clear up any confusion with the Edge Up/Early Device upgrade options, Alittlepeace. Here is a link to the Device Payment Facts which will come in handy: http://vz.to/1J1ZB7x As far as a device being in good working order, this site will help explain more about what constitutes good working order: http://vz.to/1oVFCRP If the device is returned and found to have physical damage there will then be a fee assessed rather than the pay-off amount. With the order being placed for the new device, the current phone would need to be sent in rather than a replacement device from Asurion. If you do have the current device replaced, we recommend cancelling the current order and then placing another order with the replacement device’s ID. If you have any further questions about your device and if it would be considered damaged, you can always stop into a store location using the Store Locator option at the top of this page for a second opinion.

ChrisM_VZW
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