Verizon Store Complaint

[gjc1]

How do I make a complaint against a Verizon store manager?  I visited the Verizon store in Hanover, Massachusetts to inquire about replacing a defective phone within the thirty day return period.  The manager "Justin" refused to provide any assistance other than suggesting that I  make an insurance claim.   Given that the phone was less than thirty days old, I should have been given the option of exchanging it under the Verizon refund/exchange policy.  "Justin" refused to provide any further assistance.  This is not a satisfactory response.

[ske27]

• I would recommend reaching out to your credit card company to  begin the process of disputing the charge. Provide them with all of the details of your communications with Verizon on this issue.  I would not wait to dispute the charge. Hopefully they can assist you with resolving the issue Verizon.  

If nothing else at least you will document this effort within the 30 day window.  Then you can reach out to Verizon customer service, I would not waste anymore time with the Store Manager.. 

[vzw_customer_support]

I'm sorry that you had this experience. We would love to roll up our sleeves and assist you today. Was  the device damaged? Did you purchase this at this store? What was defective with regard to the device?-Joe

[gjc1]

Hello Joe.  Thank you for getting back to me.  Yes, I purchased the phone at the Hanover, Massachusetts store along with three others and a new service plan.  This phone has scratches along the edges of the screen, top bottom and sides.   Since this is a brand new phone it should not be this way and I am concerned about how it will hold up.  Since we are within the 30 day warranty period, I felt that we should be able to exchange for a new phone.   

[vzw_customer_support]

I appreciate the additional details about what is happening with your new device, gjc1. I know I would be upset if I purchased something new and found some cosmetic defects happening as well. An exchange is tricky in this instance due to the scratches on the device, and it sounds like Justin looked over the device and determined that it would be considered damaged and recommended an alternative option. 

I would add that if we were to facilitate an exchange and our warehouse also determined that the cosmetic defects were considered damage on the device, there would be a charge back for the full retail cost, in addition to the new device agreement for the exchanged device. 

If you could, can you share with us any pictures you have of the cosmetic defects here?

-Joseph