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Why am I being charged for a damaged phonr

I recently sent a defective Pixel 2 XL device back to Verizon through USP per their instructions and return label. I verified the device had no damagewhatsoever prior to placing it in the sleeve and sealing in the provided box. I received an email this morning stating that the device when received was damaged, missing a corner of the screen and that Verizon is charging me $299 for the damaged device. I called customer service and they were rude and not helpful at all. The manager I spoke to, told me I needed to go to UPS and file a claim with them. Why? Verizon is the one that paid for the shipping, not me. I told the manager to please send me a picture of the phone showing the damage. I have yet to receive anything. I also stated that I have been a longterm customer of Verizon and I'm considering taking my business to another carrier. The manager responded I don't understand why you want to cancel your account with us, because this not my fault. I'm upset and I'm thinking this a pattern with Verizon, trying to get over on customers that send back defective devices.

Comments

Verizon_Support

Brecf,

We can relate to how you feel about unwanted additional charges. A damaged device fee is assesed anytime there is liquid or physical damage to the device: https://www.verizonwireless.com/support/damaged-device-fee-faqs/

What type of damage was found? What was the initial concern with the device?

KatiM_VZW

Brecf

The device would not hold a charge. I strongly believe the device has no physical damage

Brecf

I think at this point I'll cancel my account and post where ever I can about the poor customer service with Verizon

Verizon_Support

Brecf, we'd undoubtedly regret losing you as our customer, and we'd like to continue being your wireless service provider for many more years to come. The information we provided about why a damaged device charge is incurred was not intended to inconvenience you in any way. Our customers are also provided pictures of the damaged device via email. Did you receive the pictures?- RobertC_VZW

Brecf

As I stated in my original post, I have not received a picture of device. I find it hard believe that you expect us take your word over want we know not to be the case. The customer is really at a disadvantage. You've got be kidding me. It doesn't appear Verizon wants to help me at all with this issue

Verizon_Support

We understand where you're coming from, and we want nothing more than to get to the bottom of this with you. Did you receive the email containing the pictures of the damage?

EllisandraC_VZW

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