Awful customer service in Castle Rock, CO Verizon store

[MattySwenson]

I have spent the last 2 days with a new iPhone 12 Pro that decided to stop working out of nowhere. After spending 7.5hrs on the phone with tech support, they finally decided that replacing my phone was the best option.

Tech support was able to find a replacement at my local Verizon store and spoke to the manager Thomas Beccue in Castle Rock, Colorado.

When I showed up to pick up the phone, Thomas Beccue said he couldn’t replace it because I purchased the phone more than 30 days ago… I told him that I could not afford to lose another day of work and Thomas Beccue told me, “The quickest thing for you to do is go trade your phone in for another carrier, they would give you a new phone right away.”

Are you kidding me with that response?!?!?!?! A store manager telling me to take 25 years of my business elsewhere? Thomas Beccue Should be held responsible for this type of response and I hope he loses his job for it.

Unfortunately it looks like I don’t have any other choices because calling customer service is nothing but a waste of time and I’ve already wasted 7.5hrs on the phone and lost 2 days of work.

It’s unbelievable to me how awful Verizon customer service is and even more sad that people like Thomas Beccue are in management positions.

At this point it’s early Friday evening and I may have no choice but to cancel my Verizon service that includes 3 lines, WiFi jet pack and an LTE range extender in my home. I also purchase new phones for all lines every 2yrs so I’ve spent a lot of money with Verizon over the last 25 years.

I will not hesitate to spread the news of how disgustingly awful the customer service is at Verizon across the board. I will also be encouraging my family, friends and international company I work for to consider swapping their service.

Thomas Beccue and other employees like him should not be in their present positions and need to learn how to treat customers properly.

Stay away from Verizon and keep spreading the word!

[vzw_customer_support]

MattySwenson

This is never the way we want you to feel as it is always our goal to provide excellent customer service, and we certainly do not want to see you go. Although it is true that there is a specific time frame that new phones can be exchanged, all new phones come with a 1-year manufacturers warranty and as long as the device hasn't suffered damage, it is eligible for a warranty replacement see here https://www.verizon.com/support/certified-like-new-replacements/

I will be sending you a private message as we certainly want to mend this relationship and keep you in the family. Edward_VZW

[acraftylady2]

Everyone raves about apple ptoducts but they won't stand behind a brand new product out of the box that dies?  I see more and more complaints about the new apple phones so glad i am not an apple fan since they won't stand behind what they sell.  It's bad enough apple products are expensive.   

[Tigerstep]

Verizon has a 14 day return window. After the 14 days, you're reliant on either warranty or insurance depending on the situation.

Customer Service doesn't handle warranty replacements, that's soley on tech. Your replacement isn't handled at the store level, tech is supposed to mail you out a replacement phone first.

Do note, these are refurbished phones and no, CS has no control over that so ranting at them is wasting both of your time. Since it was purchased through Verizon, Apple would tell you to handle it through them. I stopped dealing with carrier phones and I suggest others do the same. Get your phone from the manufacturer and get Apple Care if you have an iPhone.

PS: Verizon sells service, not make phones. Any carrier could have had a bum iPhone batch sent to them.

[acraftylady2]

Someone posted the other day Verizon has extended the return window to 30 days.

https://www.verizon.com/support/return-policy/

[Ann154]

@acraftylady2

Well that's new and yet old. It was a 30 day return period up until a few years ago when they changed it to 14 days. I wonder what prompted them to go back to the 30 return policy period. Looks like the return policy was last updated June 9, 2021 so it is a recent change. 

[Ann154]

It is quite possible purchases made before June 9, 2021 would still fall under the 14 day return policy period. There is also the possibility the store visited by the OP was a third party retailer and hadn't revised their return policy yet at the time of their visit. 

[acraftylady2]

I have no clue about any of it but noticed someone posted it the other day.  Haven't bought a phone directly from verizon in about 6yrs  Seldom have phone issues but the LG G6's we got had horrible charging port problems after a year.  They came with a 2yr warranty from LG and I used it.  Ran and got us Samsung note 10 plus at best buy and sent the LG's in for repair and now have them as back up.  Was really dissapointed as I liked LG up until that model.  Just as well since LG is no longer making phones.  Enjoying Samsung much better.

[vzw_customer_support]

I understand your concerns regarding the 30 day return period. Yes, purchases made on or after June 9, 2021, will have a 30 day return period. Purchase made prior to that day will have a 14 day return period. Are you looking to return an item?  AlbertoR_VZW