6 weeks ago I purchased a 5g home internet device from an authorized dealer. 3 days later I tried to return it to the same store and despite signs in the store saying I can return in store and the lack of a warning to the contrary when I purchased it, I was told that they could not take the unit back and I would need to contact customer service to get a return label and box.
this is where the return process becomes insane. I called customer service that day, and after a half hour on the phone I was told that the return box and label would be shipped to my house in five days. The box never arrived, and I called customer service again and checked to see that the mailing address was correct and I was surprised to hear that the mailing Address was and address that I had never heard of and was not associated with my account at any time. The agent told me that she would change the incorrect address and ship me a box after a conversation that took one hour. One week later after the box has not arrived, I took the box to the Verizon. Corporate store waited in line for half an hour to speak to an agent who told me that she could not take the unit and that I would need to take it to the authorized dealer store that I purchased it at and if they did not take it that I should have them call customer service. That day I took it to the original authorized dealer store. I was told once again that they would not be able to take it back and they got customer service on the phone. This time the conversation on the phone with customer service took an hour and a half the agent again checked My address once again, it was incorrect. He said that he would correct it and ship and new box. Again, one week later the box and not arrived. I then tried to handle this online with the chat site processed at exactly the same way I got the same promise no box. I tried a second Verizon corporate owned store This agent called customer service with me. We spent another hour and a half on the phone. That customer service agent said that she will clear my account so that the box will be mailed to my home address as requested. Here we are again one week later and the box has not arrived. I see from the forum that this is a regular occurrence with these return boxes. I cannot understand why this cannot be handled correctly. Moreover, I now have a $200 charge for non-return of the item that does not work and I do not want and Verizon cannot manage to except in return. I am loyal Verizon customer for nearly 20 years this has been a massive waste of my time and I am seriously considering moving to another service provider.
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