I requested a replacement for my Galaxy Z Flip 5 due to a crease on the screen. Since my phone was still under a year old, Verizon processed it as a warranty claim instead of using the insurance I’ve been paying for. When the replacement arrived, it was a used phone, not even the same color, and was poorly packed—just tossed around inside the box!
I contacted customer service right away and had to speak with seven different people over the course of three hours, only to be told that they would not send me a brand-new replacement. After all that time and frustration, I still didn’t get the resolution I deserved.
Verizon’s handling of warranty claims is unacceptable, and their customer service is completely unhelpful. If you’re paying for insurance, be aware—you might not even get a new phone if something goes wrong! I expected much better for what I pay every month. Extremely disappointed. My suggestion is provide a better customer service.
