Verizon New Return Policy

[nickjr]

Effective immediately Verizon is making changes to it’s return policy for DEFECTIVE devices. Prior to March 31, 2011 there were devices in store to swap out a defective device now there will be only 4 devices per store. These are only to be offered on a per case basis with members of the Armed Services and Emergency Cases (TBD by store manager). The devices that are available will be the original Droid or the Droid Eris (for Android), a Blackberry, or a feature phone. Once the order for your defective device has been processed you have to either wait 5 business days, pay $6.99 for 2 day, or pay $12.99 for next day delivery. You will receive your new device with packaging to send back the damaged device. The device cannot have “blemishes” on the front surfaces (touchscreen, keyboard, or front casing) if so $299*. If there are two or more scratches on the device, of 5mm or more, ANYWHERE on the device $299*. Lint, dust, or any foreign object under the camera lens (Manufacturing defect? I think so.) $299*. These damages are not noted at the store, instead they are noted at the warehouse. THIS IS IMPORTANT: The box that you send back will be photographed upon arrival in the warehouse. If there is any damage this will be weighted in as 50% of what Verizon deems to be damaged. This counts against YOU, even though you sent it via FedEx. After checking the box your device will be throughly inspected and high resolution photos will be taken from every conceivable angle. All of these are separate from the actual cause of the problem. If it is determined within two billing cycles a chargeback will appear on your bill. Customers who have assigned an email address will receive an email with the damaged device showing you the extensive, non-wear and tear damages on the device. If customers have not assigned an email address they will have to come into the store to have either a sales or repair tech bring up the photos of said damage. If Verizon decides that you are to be levied a chargeback there is no recourse and this money WILL NOT BE REFUNDED. Wow even more with photos after the break Even with the phone clearly being defective you will be charged a chargeback. The $299 fee is for smartphones; multi-media phones, feature phones, and mobile broadband devices are all $99. source.

[TBhouston]

It sounds like a lot. But really its the same thing as before for the most part, with a few tweaks.

If you have TEC you still get overnight fed for free

As far as damaged phones all it means is they are now enforcing the rules..

[DonM]

Pretty harsh approach, I think. It seems hard enough to get a claim approved at all nowadays. It's a very fine line consumers have to walk to get any satisfaction. I suspect Asurion will suffer as well due to consumers having to adjust their decisions. For my smartphone, due to it's high replacement cost, I may be tempted to buy insurance. At least for a while. With the now narrowed acceptable requirements for a successful claim, especially considering how many replacement phones I have seen returned because Verizon sent junk to the customer, I will have to balance insurance premiums .vs its cost effectiveness. The moment I feel that premiums + deductible exceed buying a replacement from a third party (read eBay), I will cancel the insurance, instead of carrying it through most of my contract.

As for my family's phones (the other 4) I will not buy insurance under those circumstances, it is too big of a risk now. Sorry Asurion.

[SFObrien]

Retaliation for the Facebook attack.

[nickjr]

I would not doubt that is probably one of the reasons or all the bad comments left by us regarding the upgrade we all deserve by now

[Dad-Bill]

WOW we have this much influence and we won't post on their sites until tomorrow, April 1st. Imagine what will happen on April 2nd!

[nickjr]

Should be very interesting.. looking forward to see how it all pans out

[budone]

Still contend that is an April Fools Joke. VZW is fantastic to have the web pages up and running before changing things.

[TedKord]

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budone wrote:

Still contend that is an April Fools Joke. VZW is fantastic to have the web pages up and running before changing things.

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At the last minute, yeah. But, yeah, this is definitely an April Fool's joke. Not even Verizon could be this dumb.

[yoworm]

Nothing because verizon does not care enough about existing customers their concern is new customer acquisition after all we are bound by ETF

[TBhouston]

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yoworm wrote:

Nothing because verizon does not care enough about existing customers their concern is new customer acquisition after all we are bound by ETF

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bound would imply that it wasn't simple to get out of.. 300-400 and you're done..

I think anyone with a business mind could see how much money vzw was losing with the old policy.

Really the only changes are:

You can no longer go into a store for a warranty replacement

You have to wait a week for the phone to get to your location (unless you have tec)

And stuff that isn't covered under manufacturer warranty will no longer be taken, this one is just enforcing a rule that is already in place.

Have you ever had to have warranty work done on a labtop or playstation? 2 weeks easy..

Take a look at some of the other carriers, some of the same things apply..

[maryl]

For those customers who have been with Verizon long enough to renew contracts, this is the reason you hold onto a back-up phone....