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S5 - little piece covering charging port & lack of customer service

Argh - just typed entire message, clicked submit and then it asked me to log in...guessing my post was lost. here I go again. Got the S5. Knew right away that the little piece opening from left-right to charge was going to be an issue. and, sure enough, it fell off. Went to the Verizon store (don't know why I bothered because they are ALWAYS nasty in there). I was told that they sold THOUSANDS in that store alone and that I WAS THE ONLY ONE who had this problem (uh - I really really don't believe that). They also said that I SCREWED UP THE WARRANTY because I broke it (yeah, open once a day to charge, close once a day when finished charging - yup, real abusive). They also said they would definitely not recommend me using my extended warranty. With that, I left. I called customer service who thought I was right and that it should be covered by the warranty but I needed to defer to technical support. She didn't give me a number but transferred me (I still cannot find the right number). Well, I was on hold for over 20 minutes and no one still picked up (could it be that others had the same issue?). My sister and I have been on the fence about leaving Verizon for a while now as other carriers have the same devices. Now might really be that time. Trying to jump through hoops to get answers and help. So, if I truly "VOIDED" the warranty, I guess I should just stop paying for an extended warranty since, as the rep told me in the store, I blew it on my own...ARGH!!!!!!!

Comments

Verizon_Support

JoanneMcD

I'm very sorry to hear about what happened to your device! I completely understand how important it is to keep your device in good working condition. The information you heard on the phone is correct! You can qualify for a replacement as long as there is no other damage to the device. If you'd like, you can call our Technical Support at 800-922-0204 and choose option 3. If this doesn't work for you, please let us know as we want to make sure we can keep you with VZW.

RuthW_VZW

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RushFan2112

It looks like replacing the door is cheap and easy! Google "galaxy s5 usb port cover replacement" It's far better than paying $99 for an insurance replacement.

JoanneMcD

Thank you... going to try tech support first... appreciate the answer

JoanneMcD

Ruth,

thank you for replying. Something really needs to be done about that Verizon location. They are nasty, not helpful, etc. there. I will try calling to have this taken care of. I have my phone kept in a great book-type holder...looks as good as the day I got it.

Ridiculous them telling me that I broke it and voided the warranty. I'm still livid by their customer service...

JoanneMcD

You know? This is RIDICULOUS... I just called tech support as you advised. They SEE me on the account. They RECOGNIZE me as JOINT OWNER of the account. However, they WON'T talk to me unless I know the MAIN passcode to the entire account.

Yup - time to switch providers!!!!!!!

JoanneMcD

Oh, and reading the rest of the threads, apparently I am NOT the ONLY one to ever have lost this piece...someone needs to tell that Verizon location staff that...And, it seems that they haven't fared to well with customer service either. Shame on you.

Verizon_Support

JoanneMcD Account security is a main priority.Making sure you have access to the account is important. Being authorized as an account manager requires you to be able to verify the account password or the last 4 of the account owner's SSN to discuss the account details or make changes. Have you tried to reach out to the account owner for the password?

Sheritah_vzw

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JoanneMcD

Yes, I have and I got the number. I could see if I needed to change our plan, etc. but all I'm trying to do is get MY phone fixed...this has NOTHING to do with the account...esp since they saw that I am the owner of the phone and number and I'm on the account. Just getting a piece of equipment taken care of shouldn't be this hard...no privacy issue involved at all. I will call again, but I will be discussing our departure with my sister who agrees with me.

S5user

The early S5's had problems with the door. It is a known issue. Don't let anyone tell you otherwise. If your phone was produced before June (not sure exactly when), call Verizon Customer Support (*611, option 3) and ask for tech support - they will go through the warranty replacement process with you. Samsung changed the materials the door was made from starting in June because they would fall apart so easily. It is an important piece, without which the phone is no longer water-resistant, so it is replaceable under warranty. Don't let customer service try to convince you to contact Samsung directly because if it is a manufacturer defect you have to work directly with the manufacturer. Make them send you to tech support! Samsung warranty support will tell you to ship the phone to them. That will result in you being without a phone for a couple of weeks. If you work through Verizon, the warranty replacement will be sent to you, and you send the original phone back after you transfer to the replacement phone.

Verizon stores are not the place to go for support for your phones - they are there to sell you product, not support what you've bought. Tech support has the time, knowledge and resources to really help you. This is especially true of the Verizon premium resellers which are not actually owned by Verizon.

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