Verizon fails (again)

[first]

Apple 4s, two weeks old, takes horrible quality pictures.   I take it to Verizon and what do they say???? Can't help you.  Can't replace it.  Can't do anything about it.  "All you need to do is find an Apple store somewhere and maybe they can do something".

Verizon once again displays another thorough grasp of incompetence.   It's time to flush this "service".

[#2]

It's Apple's problem not Verizon's.

[first]

ahhhh.... so Verizon peddles the product, accepts the revenue...and then passes it's customer issues off to Apple?  What brilliant mind at Verizon figured this out?  Let's see... customer comes in with a non-functional product YOU sold them and the first thing YOU say is "we don't support that, can't do anything, find an Apple store somewhere".  How does that make the customer feel?  Is that "good business"?  Is it a demonstration of how a quality organization works?  Are they helping to resolve the issue or just piling on more grief?   Sorry... when Verizon chose to sell Apple products they obligated themselves to do just a little bit more than rake in the cash.   Customer disservice at its worst.

[HawaiiBKC]

"first" off it is an Apple product. It is bound to have problems sooner or later.

It was after the 14 return policy that Verizon offers, after that you'll need to call Apple's iPhone Warranty Center or Verizon Customer Service for help.

[#5]

first wrote:

ahhhh.... so Verizon peddles the product, accepts the revenue...and then passes it's customer issues off to Apple?  What brilliant mind at Verizon figured this out?  Let's see... customer comes in with a non-functional product YOU sold them and the first thing YOU say is "we don't support that, can't do anything, find an Apple store somewhere".  How does that make the customer feel?  Is that "good business"?  Is it a demonstration of how a quality organization works?  Are they helping to resolve the issue or just piling on more grief?   Sorry... when Verizon chose to sell Apple products they obligated themselves to do just a little bit more than rake in the cash.   Customer disservice at its worst.

You do realize Apple's relationships with carriers is totally different than other phone manufactures. Apple insists they control everything. That's why Verizon can offer an early upgrade on every other phone EXCEPT iPhones. Secondly if I buy a TV at wal-mart and it breaks wal-mart doesn't fix my TV.

[first]

I realize Verizon knew that up front and continued with that relationship regardless of the customer implications.

And... oh... wal-mart... yes, the TV breaks and they tell me to go to China to get it fixed?   Don't think so.   They replace it, no different than Costco or BestBuy, ship the unit to a repair facility and move forward.  However, the customer doesn't take the abuse.  When your Toyota dies does the dealer who sold you it tell you to ship it to Japan?   Apple can insist on everything.  That doesn't mean Verizon is obligated to make bad business and customer decisions.

[#7]

But the TV manufacturer doesn't insist on draconian rules just to carry their product in walmart either. want to blame someone blame Apple. Apple's policies are exactly why I will never own any Apple product.

[#8]

For some reason, many Verizon customers want Apple products.  Verizon had to negotiate terms with Apple.  They are what they are.

[#9]

However Verizon wants the revenue selling the Apple products brings them. The difference in the contract of sales is Apple controls the updates, the repairs and the Apps that are allowed on the device WITHOUT Verizon hindering the owners devices. Verizon agreed for greed.

Now the year of warranty is basic as with any cell phone, you bring it in to any Apple store and they fix or replace its up to them. I think total replacement coverage can be bought from Apple Care extended after the first 30-60 days. Since the phones are sealed battery units you can either send in to Apple or walk in to an Apple store and they replace the battery. Easy is it not?

The failure rate for an iPhone versus an Android phone is like Day & Night. Less than average. But you get what you pay for.

In regards to walmarts and your tv, you could walk into walmarts I think it was up to a year (this may have changed) and they took the broken one and told you to go to electronics and get a new one. it was no questions asked. Good warranty .

I once had a Brewmaster coffee maker that was 6 months old went to walmarts and they gave me a brand new one. That is great customer service.

[rcschnoor]

I guess I was unaware Verizon will not facilitate the manufacturers warranty of an iPhone like any other phone. Did you try calling CS? Verizon stores don't normally handle warranty returns unless you are within the 14 day replacement period.

With any other phone, they will send you out a refurbished unit if your unit is not working. Keep in mind if they determine it won't work due to physical damage, they will charge you for the replacement phone and you will not get your phone back.

It appears, to me at least, the store was TRYING to help you. If you were to bring the phone to an Apple store, there is a very good chance you would walk out with your phone actually being fixed OR a brand new iPhone 4S. If you were to call Verizon CS and request a warranty replacement, the best you would receive would be a refurbished unit. Since several people do not think that is appropriate even though it is spelled out in the warranty, Verizon was just trying to point you in a direction which would make you happy. If you would be happy with a refurbished unit, you should call CS then and they will most likely be able to help you.

[#11]

This is something I think stinks that if you and I go in a buy a Brand New Out Of The Box cellular phone for lets say $700

and maybe a month goes by and the phone craps out. If you go to Verizon they will take that brand new broken phone and give you actually another broken phone with an issue worse than the one you had. (maybe not always the case) But the potential is there.

Many years ago I would walk into verizon and the service department either fixed an issue right at the store or sent it out for repairs and had me sign for a loaner phone while it was being repaired. You see service departments were pushed aside to make room for more sales, the good customer service as I described is now gone. It has been replaced with sell sell sell and give no service, service, service.

When I received my phone back from the store it was the phone I purchased at $700 and my phone problem was repaired and it wasn't a crap shoot of getting a new set of issues.

I don't want to hear about its in the contract, a customer would be well inclined to send the unit back to the manufacturer to their repair center where your phone is repaired and sent back to you or they call and say its not repaired and send it back. There is also warranty repair centers for these phone makers and in some cases its in your own home town. In analogy if you send or bring in your computer or laptop for service you don't walk out with Joe Blows computer, you walk out with what you own and hopefully repaired.

[rcschnoor]

If you actually think about it, this is just further proof Verizon was being helpful by suggesting an Apple store where the phone may actually get fixed or a "new" replacement offered.

If you actually send it back to the manufacturer, they still reserve the right to send back a "refurbished" unit in exchange for your unit and is most likely what will happen when sending the unit to the manufacturer.

I remember back in the late 70's returning(twice) a $400 top of the line, card reading calculator, less than a month old, back to TI for repair/replacement. I received a refurbished unit in return. This practice is nothing new or only seen in the cell phone arena.

While Verizon did use to have a much more liberal replacement policy in place, I would not find it out of the question they were taken advantage of in more cases than they would like, leading to the new policy. Just another case of the few ruining a good thing for the many.

[#13]

actually sending a customer to Apple store makes sense.

I was reading the warrenty card on a new plasma tv and it does not state the tv will be replaced by a refurbish tv. it says to call LG at the 800 number and they will tell you either where a service center is located ( mine is two miles away) for repair.

It also states something about if the service center cannot fix the unit or if it is out of warranty the service center will take other measures to getting your tv replaced. It may be in that gobbly gook it can be a refurbished unit.

I have read that companies like LG and Sony normally offer a new tv for a nominal cost if that is the case while in warranty when a repair cannot be made. of course owner neglect and deliberate damage would never be covered.

[SydneyK]

Actually, you're lucky you have the option to go directly to the manufacturer. Apple is known for replacing devices on the spot, often with brand new. You don't have to go through Verizon and be guaranteed a refurbished model.

[soupcannon]

Take phone out of case, remove protective film from camera lense