Damage charge
Dbjg58
Newbie

I had a problem with my iPhone X Face ID not working.  I spent 3 days with techs troubleshooting only to be told to send the phone in for replacement.  There was no damage.  I was emailed today that I am being charged $329 for damages.  I did not return a damaged device.  They then credited me $129 as a replacement phone through insurance has a $199 deductible-that’s insurance fraud!

this was not broken when I returned it-

after 13 years and thousands of dollars over the years I’m shocked that this is how I get treated as a long term customer.  

I

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Tigerstep
Specialist - Level 3

Insurance fraud would be adding insurance after the fact damage was disclosed. Crediting the difference to make it seem you went through insurance is not. If anything crediting to match the cost of a claim is going above and beyond even if you disagree.

If they received a broken phone, they have no way of proving you didn't send it damaged. If it was damaged through the shipper, you take it up with UPS, Fedex etc. for damaging it in transit.

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vzw_customer_support
Customer Service Rep

This is certainly not the experience we want for our customers. Please send us a Private Message so we may help find a resolution together. 

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Dbjg58
Newbie

I’m not exactly sure how to do that? I assume this posts everywhere?  I tried calling customer service and the manager told me she couldn’t see the damage so perhaps I missed it too, which I disagreed and the text support/live agent wouldn’t answer my question.

 

please let me know how I speak to a person that will actually listen.

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vzw_customer_support
Customer Service Rep

Dbjg58, we are all here to provide you the help you need. When phones are received at our warehouse, pictures of the boxes that are received are taken. The boxes are then opened and the devices are inspected. To better assist you, we need to ask you some questions. Were you provided pictures of the box we received? May I ask why the $130 credit was accepted if you did not agree to the damage? We will be pleased to assist you. What question did the text support agent not answer for you? 

JacobG_VZW

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Dbjg58
Newbie

the credit of $130 was offered and I was clear to say that was unacceptable-do you have a recorded version of the phone conversation?

I asked if I was not satisfied with the decision of the manager where would I be able to continue to voice my concern.  No answer was given-I said hello? No response-I said are you going to answer my question?  No response-Can you pull up the correspondence between text support and me?

 

I researched and in 12 years and 6 months I conservatively spent over $50,000 with Verizon.  It’s a shame I’m treated as such over $329.

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Dbjg58
Newbie

I don’t know what I can do.  I don’t feel responsible as it was not returned damaged, and to suggest an insurance claim isn’t right.

 
Worst part for me is that as a 13 year customer that has spent a lot of money on cell phones/watches for me and my family I have had my integrity questioned 3 times today.  All over $329.  That’s practically a monthly payment...
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vzw_customer_support
Customer Service Rep

We definitely understand where you are coming from, and we do not want you to feel this way. It's our priority that we get this situation clarified so that we can provide you with the proper resolution. We contacted you via a Private Note to continue assisting you.
GeovannJ_VZW

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Dbjg58
Newbie

I am writing a letter to the correspondence team with all the details I have and the time and communications from troubleshooting 3 days prior to returning device to two calls emails and text support to state my case as to why I don’t feel liable for alleged damage.  I hope I find resolution, prior to this experience I thought very highly of Verizon.

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vzw_customer_support
Customer Service Rep

Thank you for taking the time to reach out to us and providing this report. We are here to aid in any way that we can. Please remember you can send us a Private Note any time.

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Dbjg58
Newbie

I guess the customer support was just an automatic response without a human behind it-

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vzw_customer_support
Customer Service Rep

We definitely do not want you to feel this way. We can assure you that we are here to help. We contacted you via a Private Note to assist you.
GeovannJ_VZW

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