Damaged during shipping... Dang you fedex/verizon

[mstrouty]

So I finally switched to verizon from t-mobile and ordered the thunderbolt online.  I had it overnighted to me and it arrived Friday evening.  When I recieved it, there was a little speck on the screen that was barely noticeable.  No big deal right? I figured the it was going to get some scratches here and there and instead of trying to deal with returning it I'd just live with it...

Big mistake.

Two days later the small speck has 'sprouted' wings and is now a little crack.  Nothing too bad, mind you, but enough that at my first chance I take it into a Verizon store to look at.  The Verizon girl confirms that it is a little crack, but tells me that she can't help me there and that I need to call support and that they would get it taken care of

They didn't.

After first being reassured that I was going to be getting a replacement, (and about an hour of being on hold), I was told I waited too long to tell them about it and that it was marked as being damaged.  The insurance that I had 30 days to apply for was no longer available.  My 14-day return window was no longer applicable.  I could either cancel my account and eat $400 in early cancellation fees or get a new thunderbolt for $300.  The guy was even nice enough to offer me a refurbished thunderbolt for $200.

Wow, that is so kind of you Verizon.

So I guess the moral of the story is you had better get a magnifying glass out if you order online and inspect your phone when it arrives.  That little speck that is barely noticeable might end up costing you $400 two days later.  Heck, I wish I had at least been the one to drop/crack it.  Then all I could be mad at is myself...

As for me, after 3 days I'm done with Verizon.  It might not be entirely their fault (fedex may be mostly to blame), but being left out to dry three days after switching carriers is leaving a bad taste in my mouth...  As soon as I can, I'm going to eat the cancellation fee and go AT&T.  They might not have as fast/good of a network, but I've had friends who have had stuff like this happen and it seemed to have worked out MUCH better for them...

[budone]

Was going to offer someone to contact, but since you are leaving.

[vereyezuhn]

Your timeline does not add up at all. Which leads me to believe you are leaving out parts of your story... You say it had a speck on the screen the day you recieved it... Okay that's 1 day into your 14 day return window...

2 days later it turned into a crack (which would not happen without a lot of pressure on the screen). That's 3 days into your 14 day window...

And now all of a sudden you're past your 30 day window to purchase insurance??? What did you do in the 27 days between noticing the crack/speck, and taking it to the store/calling tech support?

And then at the end of your post you say "after 3 days I'm done with Verizon." If that was the case, you'd still be in your 14 day return window. There is something you are leaving out. I have a feeling you cracked the screen on accident, didn't purchase insurance, and now are trying to get a replacement. Good luck with AT&T.

[mstrouty]

Phone arrived Friday night. The crack really started getting noticeable yesterday (Sunday).  I brought it into the store and called support today (Monday)

The phone can only be returned within 14 days if it is in 'like new' condition (which it is not).

I didn't sign up for insurance at the time because I thought that I would have a month (to review my options, etc).  But now that verizon knows the phone is damaged, I am ineligible to sign up for insurance.

Thanks for giving me the benefit of the doubt though... I'll try to explain myself a little clearer next time so people don't call me out on my 'story not making sense'...

[AZSALUKI]

you need to call back and demand a supervisor. if this is exactly what happened, then you need to make them understand that you noticed the chip when you opened it and that you didn't realize it would spider in a matter of days. the phone arrized damaged. keep at them until you get someone that can help.

[vereyezuhn]

As the other poster said, if the phone truly did arrive damaged, they will replace it. I apologize, you were saying you were out of your 30 day window (and 14 return period) yet you had only had the phone for 3 days. A lot of people will accidentally drop their new phones and then insist that it was given to them like that, even when they've kept it for months. Unfortunately it is true that Verizon will not let you add insurance after the phone is damaged. But they still should have let you return it in the 14 day window. I would call CS and speak to them. They should have atleast told you they would use your 1 exchange for it.

[budone]

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vereyezuhn wrote:

As the other poster said, if the phone truly did arrive damaged, they will replace it. I apologize, you were saying you were out of your 30 day window (and 14 return period) yet you had only had the phone for 3 days. A lot of people will accidentally drop their new phones and then insist that it was given to them like that, even when they've kept it for months. Unfortunately it is true that Verizon will not let you add insurance after the phone is damaged. But they still should have let you return it in the 14 day window. I would call CS and speak to them. They should have atleast told you they would use your 1 exchange for it.

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I am really lost if the OP has had the phone 14 or 30 days. However with the new return policy, whether the phone had been activated or not, the 14 day clock begins when it is purchased, not activated.

But again, I am really confused. (Not hard to do)

[vereyezuhn]

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budone wrote:

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vereyezuhn wrote:

As the other poster said, if the phone truly did arrive damaged, they will replace it. I apologize, you were saying you were out of your 30 day window (and 14 return period) yet you had only had the phone for 3 days. A lot of people will accidentally drop their new phones and then insist that it was given to them like that, even when they've kept it for months. Unfortunately it is true that Verizon will not let you add insurance after the phone is damaged. But they still should have let you return it in the 14 day window. I would call CS and speak to them. They should have atleast told you they would use your 1 exchange for it.

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I am really lost if the OP has had the phone 14 or 30 days. However with the new return policy, whether the phone had been activated or not, the 14 day clock begins when it is purchased, not activated.

But again, I am really confused. (Not hard to do)

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Glad I'm not the only one! From their post, I originally thought they had their phone for more than 30 (they said the rep told them they could not add insurance since they were past their 30 day window) and then at the end of the post said they had only had the phone for 3 days... I think they cleared it up in the post I was replying to that they had only had the phone for 3 days when all this happened.

[wgragg1]

I agree with the poster who said you should talk with a supervisor.  Also, when you claim it was damaged in shipping, you have a very narrow window to complain and it needs to be made to the delivering company.  If the box was not damaged in any way, then it wasn't a shipping damage issue, but more likely a flaw from the factory or was damaged by Verizon in packing for shipping.  More likely the latter as you would expect there to be other damage.  You should probably approach it that way.

[mstrouty]

Sorry for any confusion.  As of today (April 6th), I have had the phone/contract less than a week.  You are given 30 days froim the time of purchase to pick up insurance (which I definitely wanted to do). However, since my phone is damaged, I can no longer buy it (even if it's only been a week).

I'm out of luck with the 14-day return window as well since the phone is damaged (even if it's been less than a week).

Sorry if in my initial post I seemed a little upset (because I was).  I'm a little calmer now and am going to try contact customer service again to see if they can help me.  I went with verizon because I heard great things (and the unlimited data plan) so hopefully things can work out.

I could also care less about the tiny little crack in it since it isn't noticeable with the screen on and the phone works great (btw, two days later, the crack hasn't gotten any bigger and when you look at it, it looks like a small spidery scratch.) I just would like to be able to buy insurance on the phone in case 1. the crack does get bigger 2. something else happens done the road (like I actually do drop it).  I would glady keep this phone if they'd let me have insurance, I just don't want to be fully liable to pay for a broken phone that I didn't even break.

So wish me luck. Hopefully CS can help me tonight and I can mark this as solved...

[AZSALUKI]

i have to say that while i applaud you cool head, i WOULD  NOT be content to live with a cracked screen. if it was chipped when you opened it out of the box, then a new phone is all i would be satisfied with.

[mstrouty]

Well, I was mostly out of luck this time around with customer service.  The guy I talked to told me that since they were only a call center, they couldn't help me (once again, 2 days later was too late...).  He then prompted me to go into a local store and maybe they could help me (which is funny because I first went to the store and they told me to call customer service...)

Well, that suggestion is ridiculous since a store is going to tell me the same thing ("You received the phone 5 days ago, it's cracked now, you're out of luck"). 

However, I did get them to add insurance onto my plan, which is better than nothing I guess.  Although it sure is a little sketchy since I don't think they are suppose to add insurance onto a phone that Verizon knows is somewhat damaged (hopefully Asurion doesn't find out).  Does anyone know the deductible for the Thunderbolts?  The Call Center guy told me that he didn't know and that he had no way of finding out (which also seemed strange...). 

So best case scenario for me now is the crack doesn't spread and I live with a phone with a tiny crack the next two years...  Worst case now is if it does get worst, I'm only out whatever the deductible is (hoping <$100).  Granted, having to deal with this at all leaves a bad taste in my mouth, but at least I'm not out $400 anymore.

I can't necessarily mark this as solved because I still feel I'm getting the short end of the stick here, but hopefully this will be a lesson for anyone who gets a phone shipped to make sure it is flawless the day they get it.

[B33]

Ms i would like to add a few fills an dressing hear on this matter I know its easy to have like a phone shipped to ya an then program it your self. But i never ever order anthing like that online because basically its you word against them weather it be Verizon or the shipper. And i heard More than once that UPS can screw up more Packages than they can Deliver undamaged of course i know yours was shipped from FED Ex there's is'nt much Better an who knows if some idiot that worked for them didd'nt Take it an shake the holly Heck out of the Box before you got it. Thats Possible. If you did drop it by acciedent as all of us have dropped ours a time or two that i'd say is Between you an god.   But my suggestion would be to get a new one from the store if possible an not online an Make sure that thing has insurance on before you leave the store. Gould Luck. Too Ya.! 

[budone]

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DincX110 wrote:

Ms i would like to add a few fills an dressing hear on this matter I know its easy to have like a phone shipped to ya an then program it your self. But i never ever order anthing like that online because basically its you word against them weather it be Verizon or the shipper. And i heard More than once that UPS can screw up more Packages than they can Deliver undamaged of course i know yours was shipped from FED Ex there's is'nt much Better an who knows if some idiot that worked for them didd'nt Take it an shake the holly Heck out of the Box before you got it. Thats Possible. If you did drop it by acciedent as all of us have dropped ours a time or two that i'd say is Between you an god.   But my suggestion would be to get a new one from the store if possible an not online an Make sure that thing has insurance on before you leave the store. Gould Luck. Too Ya.! 

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If either company, as you stated, 'Damaged more than they delivered' neither would be in business. I can not tell you how many packages (and weird packed packages, one was a backpack with close, iPad, and other items inside. UPS accepted, shipped and delivered it as is, not even in a box. All was well. )

As another stated, if the outer box was not damaged, then the issue was most likely at VZW end. Granted in store in would have been caught, but maybe not.

[gina7289]

I think the termination fee is 350. Also the return policy if u bought it over the phone or online is when u sign... I would be persistant about getting a suppervisor try more then once. Open enrollment for insurance is now for the damage insurance. if u thought about any damage insurance u can put the insurance on ur phone online through ur my Verizon account. I did that today because they weren't allowing me over the phone because I did an upgrade and put it on a different line then the upgrade.

[anhn27]

we went through the same ordeal yesterday: outer FedEx box was somewhat squished  at one end, the inner bubble wrap inside had no air, but the iPhone5 box was in good shape, just minor dents here and there. However, the iPhone5 inside had a dent on the top of the volume down button and the device seemed to bent at that point.

called verizon cs a few times and they all asked to file a claim with FedEx. So we filed claim with FedEx as well. Didn't feel like verizon did its job to take care of its customer.

We took the damaged device to near by Apple store and they happily processed it under warranty. They simply swap out just device. We kept the original iPhone5 box and accessories.

Verizon, we're simply disappointed in the way your cs reps handled this case. Thumbs up to Apple.