We purchased two iPhones from Verizon shortly before last xmas, purchase was done over the phone with a Verizon Customer Service agent. We have had four basic Verizon phone lines for in excess of 10 years and have been without a contract for over 5 years. We purchased the iPhones in full, no contract. Both phones were activated on xmas eve. The Customer Service agent contacted that evening did not even know how plan pricing worked, I needed to educate him every step of the way. I felt like I was the Customer Support rep. After a few days one of the iPhone's had issues with the touch screen, half the screen was dead. Also the corner of the touch screen appeared to be lifting, there was no physical damage done to phone. I attempted to get phone replaced, I went to Verizon Company store with receipt and they refused to replace phone. Customer rep said because we ordered it over the phone we would have to call Customer Support for a replacement. I called Customer Support and was transferred to Technical support. After explaining the issues with iPhone he said a replacement would be sent out. I was asked for charge card info in case we did not return the defective phone we would be charged for the replacement iPhone. Before I returned the defective iPhone I called Customer support to make sure I followed return procedure properly. The Verizon rep told me to send back only the iPhone in the original box, she said do not send back charger or ear buds, consider it a gift from Verizon for my inconvenience, I asked which shipping label to use also. I followed her instructions. In a few days I was checking my charge card balance and it showed I was charged for the replacement iPhone before it was even shipped to me. I called Customer Support to find out what was going on ! At first the rep said there was no record of any purchase on that day ! She then transferred me to a Technical Support agent. He informed me that it is normal to charge for a replacement phone in full before it is sent out. I was never told that ! He said I could have returned phone to a Verizon Company Store for an exchange. The Verizon store refused to help me ! He then said I would have to wait until the returned phone was checked for damage before my payment would be returned ! I was originally told that if I did not return defective iPhone or if it was received damaged I would be charged for cost ! He also said I would need to return the charger and ear buds to get my full refund. Other Verizon rep told me specifically to not return them !
* Defective iPhone was taken to Apple store to inquire about defect, they looked at phone and said it would be covered under warranty.
* The mailing label provided on "My Verizon" was a USPS label and did not cover postage for shipment to return phone, I had to pay postage !
* The last Technical Support Specialist I spoke with was both rude and obnoxious !
* I will wait till 1/26/15 to see if my payment is refunded, if not I will be stopping payment ! The defective iPhone was received at Verizon on 1/19/15.
* This entire process has been very stressful and made for a poor xmas gift idea !
* Verizon agents are in need of technical training, you can talk with several agents and get several answers. Those lacking people skills should be fired !
Randy D.
