My wife switched from Verizon to AT

My Wife recently switched her cell phone service form Verizon to AT&T for a much better rate. Her contract with Verizon had been honored. A few months before switching she had a malfunctioning phone replaced with a new one. What has transpired since she has switched is really unbelievable!

1- She received a invoice from Verizon for $450.00 for the phone.

2- She called customer service and was told she needed to take the phone back to the Verizon store where she purchased it for credit.

3- My wife and daughter took the phone to the store where it was purchased and where told they could not help her. Instead she was told to take the phone

to another Verizon store in our area that was about 40 miles away.

4- I took the phone to that store for her and was told, No, it needs to go to the store where purchased.

5- My wife called customer service to verify. When she was transferred to someone who could help her she was disconnected!

6- I called customer service form my office and was told to take the phone where it was purchased and have them call customer service to verify it was

received. Her account would then be credited.

7- She went back to the store as directed and was told they could not help her as they didn't do that!

8- At this point my wife was so frustrated that I volunteered to call Customer service to help her.

9- Before I could call, Verizon called to harass my wife about paying the $450 dollars for the phone she wants to return. When she mentioned

she was trying to return the phone she was told she needed to ask customer service for a pre-paid label to return a registered device. She was told

they would transfer her to customer service, once again during the transfer the call was terminated.

10- My wife was so upset I called back. This time I got customer service, explained we needed the pre-paid label to return the phone. I was transferred

the department that handles the labels. I was told by the woman who answered after explaining what was needed, that she could not help me because

I placed the initial call and not my wife! Company policy I was told! I told her my wife was standing right beside me and I would put her on to verify.

I was told she would could not help my wife unless she made the call.

11- It was Saturday at that point. I asked to speak to a supervisor. I was told the Supervisor was in a meeting. I was told the supervisor would call.

but never did!

12- More threatening phone calls to return to pay for a phone WE DON"T WANT!!!!!!!!!!!!!!!!

THIS HAS BEEN TOTALLY INSANE FOR SOMETHING THAT SHOULD BE A SIMPLE MATTER, I STILL CAN'T BELEIVE IT!!!!!!!!!!!!!!!!!!!!!!!!!!

Accepted answers

wilsonarch

A few days ago my wife did after a couple of calls get someone at customer service who was able to help her.

She said he was very helpful and co-operative. She was told that he would be sending her a label to return a certified phone device,

and told her it should arrive within the next three days.

Thanks for caring enough to e-mail me on this.

Thanks,

John

All comments

rcschnoor

It appears there is something being left out of this story.

Since you stated your wife had honored her contract, I can only assume her phone was 2+ years old. Did she have insurance on her phone since the manufacturers warranty would have already expired? Was there an explanation why she was being charged $450 for her phone? Did they give a reason why they would allow you to return a phone for credit which had been in your possession for 2 or more months when Verizon's return policy is only 14 days?

There must be more to this story than you are listing above.

naansalad

"A few months before switching she had a malfunctioning phone replaced with a new one"

was it upgrade or warranty replacement ?

as @ rcschnoor said might be missing piece of info.

wilsonarch

I did not leave anything out! There was no explanation only a bill for the $450 . I’m sorry My wife was told she could return the phone for credit. Seems no one in your retail stores wants to be any part of anything but selling more product on their commission. She finally after three calls and many hours being spent responding to miss-information supplied by your company got through today. They are sending her a pre-paid label to return the phone.

rcschnoor

naansalad wrote:

"A few months before switching she had a malfunctioning phone replaced with a new one"

was it upgrade or warranty replacement ?

as @ rcschnoor said might be missing piece of info.

IF the contract had already been fulfilled when she left, the warranty would have certainly been expired, unless of course a "few months" is 12 or more months.

naansalad

make sure keep copy of tracking number for future reference ...glad V ready to help you by taing phone back and hopefully a credit can be applied and make account zero for you

rcschnoor

You say "your retail stores" and "your company" as if I am Verizon. I am simply another customer as you are.

Since Verizon's return policy is ONLY 14 days to return for credit AND the manufacturer's warranty only lasts for 12 months, you must understand why we have questions about your story. BOTH the return AND replacement fall outside of these limits UNLESS there were other circumstances which you had not conveyed, such as insurance, etc...

Hopefully it will work out for you since it appears the label is on its way.:smileyhappy:

naansalad

if you got charge for disconnect fee or remaining device payment plan you can check with att they might be reimburse you if she moved there in last 60 days ...

calling att will not hurt you never know

now days most of carrier buy out contract and or remaining device payment plan.

Verizon_Support

Wilsonarch, it's sad to hear you left the Verizon Wireless family and I apologize that you are going through this experience. We certainly want to get this issue resolved and be able to return the device. Let's get some more information, when you received the replacement, did you return the old phone in the box the replacement came in? Was there any physical or water damage on the device?

GersonG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

wilsonarch

A few days ago my wife did after a couple of calls get someone at customer service who was able to help her.

She said he was very helpful and co-operative. She was told that he would be sending her a label to return a certified phone device,

and told her it should arrive within the next three days.

Thanks for caring enough to e-mail me on this.

Thanks,

John

Weth

When you say replaced - did you get a warranty replacement or buy a new phone. If it was a warranty replacement or buying a new phone before the old contract was over, both of those cases require you to return the phone. Verizon states you have 15 days to return the phone. If you let it go for months, I have seen they just don't accept it back and you must pay the non-return fee.

The bottom line is why didn't the defective device get returned when you received the replacement device? That is where you caused problems for yourself.

Verizon_Support

wilsonarch,

You're more than welcome. We're glad to hear that she was able to reach us so that we can start working towards a resolution. Please let us know if there's anything else we can do to help.

ShawnteJ_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

wilsonarch

Thanks