Wrong phone model received

[Ezoph]

As a new Verizon customer, I received the wrong iPhone model (Pro instead of Pro Max) in an unopened box. I have not activated the phone. Despite multiple attempts to resolve this with Verizon agents in-store and online over the past three weeks, including promises of a return label, I have not received the label and am unable to return the phone.

According to agents  I am unable to cancel my order and return the phone  despite being within 30 day period of “free” cancellation.

I need advice on how to resolve this without activating the incorrect phone.

[vzw_customer_support]

Hello Ezoph, we're sorry for the issues you're having. We will send you a private message to further assist. 

~Ivone

[Ezoph]

UPDATE:  Chatted  with VZW support, I explained that I have called the support team multiple times and they suggest to visit a corporate store and already made 2 trips to the corporate store and there they suggest to call support as I placed my order online. Despite that here is the response I  got:  "We apologize for the inconvenience and want to provide you with the correct details and proper expectations, we have reviewed the options and at this moment we do not have a way to access the account and request a return label for you. We suggest contacting our team over the phone at 800-922-0204 or visiting a direct corporate store."

Well, I called this number again and (it was not a surprise) the agent suggested to visit the corporate store.

I am sure Verizon has a person who is able to resolve the issue. Please suggest how I can escalate it to this person.

[SynthpopAddict]

Have you checked your My Verizon account under the order history to see if there's any option to do a return from there and thus print the return label yourself?  Not sure about the "free" return as I've read there is a $50 restocking fee for returns, but considering this was Verizon's error in shipping the incorrect model, seems like you could have that credited back to you?

Sorry to hear nobody with Verizon has been able to get a shipping label printed/emailed/texted to you, but this is an ongoing issue from other threads I've read.  It must have something to do with outside agents being unable to access that part of your account for security purposes, but it'd be nice if they could just give you a shipping address.

[Ezoph]

I can access the order status info, but not order history

[SynthpopAddict]

Thanks for the update.  I can't see your image for now because it's pending approval.  I'm prepaid, so purchases through Verizon are different for me - if I try clicking on any of the links given below, it takes me to the login site and then doesn't work, because prepaid accounts are a different beast altogether.  But I found this on the website:

https://www.verizon.com/onesearch/search?q=Return%20Equipment&lid=sayt&sayt=return%20eq*

[Ezoph]

Thank you,  SynthpopAddict, for this link, clicking on " Print Return Label" returns the  message below (I  logged in with my credentials)

You are signed in as a guest.

[SynthpopAddict]

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@Ezoph wrote:

Thank you,  SynthpopAddict, for this link, clicking on " Print Return Label" returns the  message below (I  logged in with my credentials)

You are signed in as a guest.

---

😮

You're welcome, but sorry to hear you can't print a return label yourself either.

I'm now able to see the screenshot you posted earlier and it only shows "ordered", but nothing else.  Wondering if that is why you can't access any other history on this order.  It's strange to say the least.  If someone at Verizon could update that status to say it's been shipped and delivered, then you would be able to get to a returns section for this order?

[finnmon]

Unbelievable, you paid for pro max? Which is more the pro