CRACKED SCREEN NOT MY FAULT

Diana20344

I purchased the s7 edge a week ago. It's black and they didn't have the silver one. It's on backorder. I was going to send the black one in within the 14 days but noticed a small Crack in the back at the bottom. I have never dropped my phone. I'm very careful with it. I called Verizon and they told me to take it into the store. I did. They looked at it and pretty much called me a liar. Sd it had to be dropped. I've been taking the otter box commuter case off and on and thought maybe I cracked it squeezing the edges to get the case on. They won't do anything about it because they researched what I told them and sd no one else has had that issue. They told me to do a warranty replacement for 199.00. Or I can send the phone back and get charged a defective device charge of 299.00. I'd rather pay 299.00 and get out of the edge contract than be stuck with a phone that may break again. I think Verizon should have a little more lead way with customers. I've been a great one since 2001. 15 years and haven't filed an insurance claim in 8 years. !

Accepted answers

kaebfly

Unfortunately there is no way for Verizon to know what happened. It was cracked in some way while in your possession. It doesn't matter how long you've been a customer...you are required to return a device in like new condition if you are attempting to do a return. When you received it it can only be assumed that it did not have a crack. If you want to return it completely then you may want to accept the $299 charge that you will receive. You can also check and see how much a screen replacement would be (it may be cheaper than the $199 deductible).

All comments

naansalad

you are right you have to work on it V will not replace it free regardless .

crack happened when you had phone in your possession ...sorry but you had given option to take care of it

its new device try to do warranty replacement for 199.00 I think you might get brand new one from insurance replacement no harm to call and ask.

kaebfly

Diana20344

This is correct. There is no way of knowing when or how it may have been damaged...so the blame falls totally on the customer. I'm really glad to hear it doesn't matter how long I've been a customer. That's why my services with Verizon will no longer be. My husband has att.

Diana20344

I really don't want to do an ins claim. I want to get out of the edge program and move along...

naansalad

then you can port your number to att and they will cover your edge fee but make sure please follow their T&C to get it that promotion to cover your EDGE FEE

kaebfly

The same would be true regardless of who your carrier was. It would be different if you got the phone and noticed a crack when you opened the box. That's not the case. You were using the phone and at some point while it was in your possession and being used it was damaged. Why should someone else be responsible for it when you acknowledge that you were using it and even gave a possible scenario for how you may have accidentally damaged it? AT&T won't treat you any "better" in the same scenario but if your ultimate plan was to switch carriers anyway I'm sure the crack isn't the real issue. You do have options. If AT&T will cover the full cost of the phone under their switch promotion then you have that. You can do as you stated and pay the $299 or you can pay the insurance deductible of $199. Or you can do as I suggested and check the cost of just a screen replacement which may be cheaper than both prices already mentioned. I'm sorry that your phone has a crack but it's not reasonable for you to expect Verizon or any carrier to take the phone back with no penalty on your end when the damage occurred while you had it. Would you think it was reasonable for a company to send you something new that was damaged the second you opened it...but they said you had to eat the cost of that? Of course not. You would (I hope) immediately contact them and the shipping company to alert them that you received your order damaged...hopefully within minutes of opening the box and discovering it. I have no problem agreeing when Verizon is wrong but on this one they are not. No company will accept a phone back that has been damaged AND used under their return policy as it has to be returned in like new condition. A cracked screen is not like new.

Tidbits

You will not get credit to move to AT&T with s cracked screen on trade in. Also if this is about principles then no carrier should be on your mind as in the exact same situation they will do the same thing.

naansalad

OP can file for insurance then go to at&t for credit :smileyhappy:

but Op has to pay some $$ for sure from own pocket

Diana20344

I wasn't expecting get Verizon to replace my phone for free. I even asked them if they could possibly split the cost of the 299.00 since it may have been a blemish in the phone to begin with. You don't get anything in this world for free. I take responsibility for my actions. I just can't prove how or why it happened and neither can they.

tbird4u

This is not true with any phone. I bought a Iphone an IPHONE 6 PLUS ...3 days my daughter was strolling down the phone and it cracked all the way across it. Called the 800 we care verizon line and they told me to take it to the store. The store denied my claim said i would need to pay the insurance deductible to get it fix. I was furious I went home called apple they made me a appointment to go to their store about a hour away. Apple hooked it up to some kind of computer and good for me the computer tells them if the phone has been dropped or misused. They hooked me up with a new phone right there. Verizon doesn't stand with their customers they are out for the buck. Period. The more they get the better. I am a 12 year customer and I am tired of being treated like I am not the customer that i owe them for allowing me to use their service even tho I pay dearly for it.

Diana20344

All I know is that I did not drop it. The case I got is an otter commuter case for the galaxy s7 and is very tight. If the phone is that fragile it certainly is not worth 7 or 800.00 dollars. All I'm saying is there may have been a blemish or fragile spot in that corner. But all the blame is put on me.

naansalad

yes apple can do that you are right ...but another's don't and Verizon sell service not phone or device

Diana20344

So what's the post date?

Tidbits

tbird4u wrote:

This is not true with any phone. I bought a Iphone an IPHONE 6 PLUS ...3 days my daughter was strolling down the phone and it cracked all the way across it. Called the 800 we care verizon line and they told me to take it to the store. The store denied my claim said i would need to pay the insurance deductible to get it fix. I was furious I went home called apple they made me a appointment to go to their store about a hour away. Apple hooked it up to some kind of computer and good for me the computer tells them if the phone has been dropped or misused. They hooked me up with a new phone right there. Verizon doesn't stand with their customers they are out for the buck. Period. The more they get the better. I am a 12 year customer and I am tired of being treated like I am not the customer that i owe them for allowing me to use their service even tho I pay dearly for it.

Apple didn't take your word for it. They also built in sensors ONLY they can use and detect if you were lying or not. The only difference I see is Verizon doesn't have a way to tell you are lying, and Apple is able to test if you are lying or not. If this happened with your iPhone on any other carrier the results would have been the same.

tbird4u

when they charge me for the phone they are selling me the phone. So that argument is not true. They sell me the phone I should be able to go to the store and get it resolved. Its call treating you customer with respect. If this person or i had the phone for a while then I can see their point. But come on, people do not make this stuff up. Let me look at your record Oh i see you have been a customer for 12 years and have never had a problem with your phone. Let me get you taken care of. This would be good customer service or how bout they keep up with the times and have the same equipment that apple does to see if a phone has been dropped or misused. Do something for the customer and not the all mighty dollar. You sell it stand behind it. I didn't go to apple and buy the phone, I went to verizon wireless.

Diana20344

I wish Verizon had something good like that. Then I could prove it to them.

Tidbits

Diana20344 wrote:

I wish Verizon had something good like that. Then I could prove it to them.

It's not their product as to why they don't have something like that. Samsung doesn't do that with their phones. Apple does for a while now I believe since the iPhone 5. Unless Verizon starts making their own devices then you will never see a carrier having those options unless they are willing to pay the manufacturers to put something like that in, and also believe the costs of these devices will go up even higher to rival Apple devices.

tbird4u

Then if Verizon would like to keep customers they should be up to date on technology

Tidbits

Verizon doesn't make the iPhone not any of the devices they sell. So exactly how is Verizob supposed to keep up with technology when it isn't their product?