I got my new X on 8/26. Been doing fine until a couple of days ago, when it started rebooting randomly and freezing up. I am still in my 30-day window, so I call CS to get a replacement phone. They tell me that I have to pay for another before they will send me one. This is a bunch of junk. If I buy a new TV from Sears, and it breaks in two weeks, they don't make me pay for another one till they receive the bad one. This is really bad CS from VZW. They told me that I will get my money back, but with today's tough times, I can't afford to pay for another one. I am a 6-year customer, and I'm thinking about canceling all 5 lines and refuse to pay the ETF. It won't hurt them, but will make me feel better.
Does anyone have the phone number that was posted a while back to the higher-ups at VZW?
Sorry, don't have the number. But, my understanding is that they only do this to new customers (without a Verizon history) and not existing customers. So with 6 years under your belt, I would definetly make more phone calls..
I do feel your pain. So I am not arguing your overall point. But, will have to say that you comparison to Sears and the TV set is not quite right. If your TV stops working, you bring it to Sears and they replace it with a new one. If you were to walk in empty handed and said that your TV is broken so give me a new on and I will bring my broken one in later, well, I just don;t think they will do it.
So if Verizon is taking your broken phone back and charging you for a new one, well that is wrong.
If Verizon is letting you keep your phone (certain things work like the actual phone part. So you can still use that) and sending you a new one and you are to send the broken one back when you receive the working one, then I can see them charging "new" customers. How many people would rip them off with the "broken phone trick" and walk away with two phones to sell. Or verizon ends up replacing a "dropped in the lake" phone with a brand new on for free.
If Verizon is adamant on charging you, then there are a few options.
One being, your suggestion of switching carriers.
Two being, asking if you can send your non working phone back and then them sending you a new phone.
Third being, charging it to your credit card at the beginning of your billing cycle and hoping that verizon gets you the phone and credits it back by the end of the cycle.
if you refuse to pay the ETF your credit will be shot... take your phone into a verizon corp store and the tech guys will look at it and send you replacement no charge
basspro wrote:I got my new X on 8/26. Been doing fine until a couple of days ago, when it started rebooting randomly and freezing up. I am still in my 30-day window, so I call CS to get a replacement phone. They tell me that I have to pay for another before they will send me one. This is a bunch of junk. If I buy a new TV from Sears, and it breaks in two weeks, they don't make me pay for another one till they receive the bad one. This is really bad CS from VZW. They told me that I will get my money back, but with today's tough times, I can't afford to pay for another one. I am a 6-year customer, and I'm thinking about canceling all 5 lines and refuse to pay the ETF. It won't hurt them, but will make me feel better.
Does anyone have the phone number that was posted a while back to the higher-ups at VZW?
Its called advanced exchange, and yes, all companies do it. Many years ago, people could get the advanced exchange for something broken, but too many people has ripped companies off, and that ruined it the the honest people.
I would take it back to the nearest company owned Verizon Store, and see if they will get you a replacement phone. You might get lucky and find that they have a replacement in stock for you.
if you do not have one close, then you do have the option to send the old one back, and after they get it, they will send you a replacement. Its easy to activate your old phone through My Verizon or Customer Service. Yes, you wouldn't have the X for a week or two, but it is better than putting another charge on your charge card.
Those are basically your options to not have a new charge on your card.
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