I got a Google Pixel Watch in September of 2023 . I had 30 days to try it out and return if I didn't like it. I got the watch through an authorized Verizon retailer (Victra on 10754 Westview Pkwy Ste 102, San Diego, CA 92126). Turns out that the watch had a defect. It would drop connection with my phone if it was not within close range of the phone. So I took it back to the store. They tried to troubleshoot it by resetting the software, re-pairing with my phone and requesting an updated sim. None of these measures worked so they put in an order for a new watch. They said I should hold on to the defective watch and that they would exchange it when the new watch arrived. I never received a call from them to come pick up the new watch. In the meantime, I started getting nervous that I would run over the 30-day trial period and get stuck with a device I hadn't had sufficient time to try and test.
So I called the national customer service and they advised that I could mail the watch back to them. They emailed me a prepaid shipping label. I mailed the watch back and it was delivered to a partner warehouse in Texas. Now here starts the frustration and the slow dance.......
It has been 4 months since the watch was delivered. I am still being charged for the watch. I've called, chatted and gone back to the Verizon store (main store and authorized retailer location) numerous times over these past 4 months. Each time I am transferred a few times until they get me someone who can help me, the person on the oppposite side apologizes for the inconvenience and thanks me for my patience, asks if it is okay to be placed on hold until they look into this furthur, come back and ask for the tracking number of the watch I mailed to them, confirm that their Texas warehouse received it but hasn't scanned it into the system and then shrug their shoulders and tell me that unfortunately they can't do anything until it is logged into the system by the receing warehouse. At times some agents have told me that they've escalated the issue and that I should hear back within a few days. At times they've opened a ticket for the case but no one can reference the ticket number when I call back and so far I've been issued several differnet ticket numbers for the same issue.
I am paying $20 every month for service on a watch I do not use. They say that if I cancel service they will charge me $300 for the device which I do not have and is in fact sitting somewhere in their warehouse for the last 4 months. I've been with Verizon for the last 25 years. Can someone advise what I should do?
Hello, we're sorry to learn you're having issues with your account. We will be sending you a private message to further assist.
~Ivone
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