Replacement device

[Salpuglia]

my phone’s eSIM stopped working and after troubleshooting with Support for about three hours they offered me a replacement device free of charge. The rep on the phone knows the phone is cracked and never mentioned anything about me being charged for cracks etc. after reading the policy/terms once I got the new phone in The mail it seems like I will be charged for damage but the support agent never told me anything about that and of course they are closed right now so I want to make sure before I set up this replacement phone.

[vzw_customer_support]

Salpuglia Thank you for bringing this to our attention. We are sorry to hear about the issue with esim and getting the replacement phone and not being made aware of terms and conditions of that. I will be sending you a PM as well. 

-Harry

[vzw_customer_support · Accepted solution]

We sent a Private Message so we could help with your eSIM. To continue that troubleshooting we’d need to access the account, which we do via Private Message. Please contact us if you still need support. 

-John