I received a "brand-new iPhone" as part of my Verizon plan, but my phone arrived used and does not connect to secure networks and hotspots. After troubleshooting with both Verizon and Apple over phone call, I finally decided to order a replacement. After calling Verizon for over three hours (explaining my situation and getting put on hold multiple times), the representative assured me that a replacement order had been placed, despite the fact that I did not receive a confirmation email. Two days later (I paid for expedited shipping) the replacement phone had not arrived so I called back just for another rep to tell me that no order had ever been placed. Called back and placed a replacement order successfuly--however, that rep ordered the wrong storage size (128GB instead of 256GB). Called back again to cancel that order and place a new order. This time, the order has another error and requires verification on the Verizon website which is not working. Called again and got put on hold.
Verizon needs to make a case system so that reps can pull up a case associated with a particular account and customers do not have to continually re-explain situations each time a new problem arises. I have called seven times in the past week, with each call ranging from one to three hours, and my initial issue has still not been resolved. I am out of patience. One rep told me that my phone was not eligible for replacement even though 2 (faulty) replacement orders had already been placed.
It should not be this difficult to replace one faulty device.
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