Verizon allowing used phones to be sold as new

[oakland_customer]

This weekend I went to my local Verizon Wireless store and purchased a Samsung Galaxy SIII.

When I got home, I charged the phone and started using it. I was really enjoying the new phone and its capabilities and ease of use.  Then to my disgust I found a bunch of photos and contacts on there that were not mine.

Here is a sampling.

Other contacts included mostly women, plus "Babe Girl" and "Sweet Women" among others. I just love how the last contact is "Wife."

Anyway, on Monday I went back to the store to demand an explanation.

The sales associate said that he had no idea that he had sold me a used phone -- that the phone had been brought in by another manager -- and he would exchange it for a new one but that I would have to come back in the morning so that they could void the restocking fee. I stood there at the counter to make sure that the phone was completely wiped and reset because I don't want MY contacts out there the next time Verizon tries to sell this phone to someone else. To make a long story short I really did have to go back to the store the next day and waste another hour waiting for the Verizon store to take care of this. I asked for a full refund.

I was in the market for a new phone and looking to change from AT&T but was so disgusted by this experience that I won't be back. Absolutely revolting.

[Ann154]

Name and address of this store please. It sounds like it was a third party retailer to me.

[oakland_customer]

The store is on Piedmont Avenue in Oakland, CA.

Everything about the exterior and interior of the store suggests that it is a legitimate Verizon store.

Here is the information:

4364 Piedmont Ave.

Oakland, CA 94611

(510) 595-9200

http://wireless-stores.com/

Not my photo - I found this from a Yelp review of the store, which, if I had read before going into the store, I would have stayed far, far, away and taken my business elsewhere. I simply trusted the logo and brand integrity of Verizon, and now I feel completely duped.

I did not think this was a third-party retailer, since the Verizon logo is so prominently displayed everywhere.

I trusted that I would get the best customer service and prompt set up with my new contract and phone by going into a Verizon store, but am truly disappointed this was not the case at all.

[rcschnoor]

The wording "Premium Retailer" on the awning means this is NOT a Verizon corporate store.

[Ann154]

Agreed. The store is technically called "Wireless Store" and is definitely a third party retailer.

[oakland_customer]

Thanks for the clarification. What does this mean to me as a potential Verizon customer? Shouldn't Verizon hold partner "premium retailers" to the same ethics and code of conduct that it abides by? By placing Verizon's name on the storefront, I would expect only the highest standard that Verizon has to offer its customers. This Piedmont Avenue Verizon store behaved shamefully. I signed a contract for a new phone and service agreement.  Instead, I got a used phone that a sales associate assured me was brand new. Not only was it a used phone, it was previously used by some sleazy lowlife. When I tried to return the equipment, I got the runaround and was inconvenienced by the whole experience and worry that my own information is compromised.  The fact that I was misled by the store branded Verizon, makes me feel even worse about the whole experience. 

[mdram4x4]

unfortunately verizon cannot keep up with all the teird party resellers.

but you should send an email to corporate customer service and let them know.

also, always check your phone before laving the store.

[bandroid]

I wish it worked that way. But it doesn't. The Third parties purchase phones from Verizon Wireless. So they can do what they want with their stock. Verizon has no control over what they do with their phones. Also, read their contracts very closely.

[commonsense101]

premium re-seller.... you don't say...

[#10]

MODERATOR COMMENT: The poster is NOT a VZW employee. 

>Post deleted<

Message was edited by: Verizon Moderator

[SydneyK]

It looks like a hoax to me, considering the contacts' names. I know, that probably doesn't make you feel any better and it's not right. Since you asked for a full refund, you can go buy your S3 at a corporate store and feel confident this is not a common occurrence.

Edited to add: Make sure the store reset your contract and upgrade dates!

[LinuxNinja]

Lesson learned:

Unboxing the phone involves breaking the seal

Installing the battery involves breaking the seal

Installing the sim involves snapping it out of the plastic

Setting up the phone involves accepting the End User Agreement and navigating the Setup Wizard.

The phone should still have the plastic screen protector firmly sealed in place.

There is a little-known code you can dial (or at least, could have dialed last time I tried it) that will tell you the total operating and talk time of this phone. Find the code and use it to see if the phone is really 'NEW'.

[Sillywillie]

I think I may have come across one of these stores in Wisconsin - won't name city because it's the only one in town.  Can't prove my phones were used because I cannot get Verizon or Verizon 3rd party store to give me information I have requested in a very polite tone.  Can you tell me the definition of a blacklisted phone?  I have asked Verizon and unknown to me "third-party" store and have been told everything from "I have never heard of this" to being on the phone for insane amounts of time with no resolution.  I did state that I would just contact Samsung and was literally yelled at and told "No"!  I admit I just get so frustrated and stop asking about it for a while and then I try again and the same happens.  I did speak with one rep that actually tried to help and gave me the codes but the phone did not function as expected.  After I think almost 2 hours, I gave up again.  I love my phone but hate having to deal with some very odd issues that should in no way be on my phone.  By the way, my S9, that was purchased at the same store had a virus on it when I bought it.  Both phones were purchased and received no promotions except for paying off my device early to upgrade.  Thanks!  Almost forgot about my tablet that came with a screen that juggled up and down constantly.  They did exchange that even though it was past the 7 day return policy even though it was insured - I felt so lucky!  The one I received in exchange is extremely slow, the turtle and snail called for help on a rotary phone and beat the tablet (ok, maybe a bit of an exaggeration).  My actual monthly bill is much, much higher than quoted.  But what am I going to do, start the process all over again with a different store, different carrier (had to pay over $900.00 due to ending contract with Sprint less than 30 days of expiration date because the sales associate told us he knew how to get it waived.  He no longer worked there about 12 days later - no comment!!!)????  I pay my bill (expensive) every month on time and would just like to receive the service that I pay for.  Anyone who can give me info about "blacklisted phones, would be doing a great service to anyone else that is going through the same problem.