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Verizon refuses to honor warranty replacement within year

We purchased a Verizon Samsung Galaxy Note 5, it was purchased DIRECTLY FROM VERIZON and it has been less than a year since it was purchased. The battery is suddenly dieing, the phone will freeze and die at 60 or 30% and need to be plugged in before it will come back on. It will intermittently freeze and restart and the battery drains faster than normal. We troubleshooted this with Verizon customer service and they confirmed it is indeed the battery. But this is where the games start...

Once I had spent a hr on the phone troubleshooting and going through all that the rep tells me my phone is out of warranty. At first i believed him, I thought well maybe it has been a year but when I got thinking about it, it has NOT been a year. The Note 5 was not available on Verizon before Aug 2015 so that is IMPOSSIBLE. When I told the rep this he put me on hold and then came back and told me I had purchased it elsewhere besides Verizon. We went back and forth for three hrs with four different reps and I am beyond frustrated. I contacted Samsung they confirmed the phone was within warranty. So I called Verizon back and told them and again they tried to tell me it was outside warranty. I told them they were mistaken and what Samsung had said and after a long wait they came back with another made up story claiming I had already warrantied it once. This is total BS and Samsung confirmed they would know if the phone had been warranted based on the IMEI and it had not. But Verizon refuses to warranty my phone. Samsung will repair it which is fine with me but the issue is Samsung does not do replacements they only do repair so I am without a phone for a week or more while samsung fixes it. This is a BUSINESS account and this is a BUSINESS phone and I cannot be without a phone for a week and I am not paying for a replacement while it is under warranty.

This is NOT a regular phone just being used on Verizon network. This is a VERIZON phone with all the Verizon bloatware and logos and was purchase DIRECTLY FROM VERIZON and it is Verizon's responsibility to honor the warranty.

I use to recommend Verizon heavily to business partners, family members and friends. There were two companies I heavily recommended, Geico and Verizon. As I sit here writing this post I do not believe I can longer recommend this company. I feel like i've been jerked around and played games with and what annoys me the most is the audacity of the reps to try and SELL me a upgrade because the company won't deal with the issue. I plan to upgrade very soon, in fact I will be upgrading all our business phones. But based on how valued I feel by Verizon I highly doubt you will get my business.

I am a pretty easy going guy, I just want this resolved, I just want you to do the right thing. I don't like games and I don't like being lied to and jerked around and told ten different stories and then trying to be sold a new phone when you guys won't honor the warranty on the last phone. I am a pretty loyal customer but my patience is being tried.

It is my hope that someone will contact me in regards to this issue. I own a company, I NEVER would treat my customers this way EVEN IF THEY WERE WRONG... We've been with Verizon for years, we have multiple business accounts on Verizon. It would be sad to have to move because Verizon won't honor a simple warranty

Comments

Weth

See if you can find/borrow a phone while your current one gets fixed by Samsung. I would much rather have my current phone fixed by Samsung then get the previously owned replacement from Verizon, which will likely have a used battery already. Even if you can convince Verizon to honor their warranty, you will get a used phone replacement for sure.

Piscestg

Log in to your Verizon account. You can view receipts from equipment purchased. The receipt for your phone will have the id number and date of course. They won't be able to argue with their own documentation. Good luck.

LB_Enterprises

The phone was purchased on a old now closed account and "due to security" they cannot (will not) open it to view the order info.

A rep told me to upgrade then return the phone once Samsung is finished repairing mine so that is what I am doing. So Verizon is going to pay to ship a phone next day to me and return shipping for a brand new phone that they will now have to sell as used rather than just honor the warranty. *rolls eyes*

There appears to be no real reason to buy a phone from Verizon. I will be buying my phones from Amazon from now on. Amazon doesn't play these games.

Weth

You will pay a restocking fee when you return the new phone.

Piscestg

While Verizon has the best service for me, along with unlimited data, the last phone I bought from them was a Turbo. I buy mine at full price so I don't think I should deal with their bloat and control over the phone. Within the last 18 months I've purchased three phones direct from Motorola, Google and Apple. They get updates immediately when they're available and Verizon can't interfere with that. Buying from VZW just adds another layer of control, bloat and frustration if you need service. Good luck with your exchange.

rcschnoor

LB_Enterprises wrote:

A rep told me to upgrade then return the phone once Samsung is finished repairing mine so that is what I am doing. So Verizon is going to pay to ship a phone next day to me and return shipping for a brand new phone that they will now have to sell as used rather than just honor the warranty. *rolls eyes*

Keep in mind you cannot return the phone to Verizon after 14 days. If it takes Samsung longer than that amount of time to fix your device, you would either have to return the new phone before receiving yours back or you would be unable to return it. It seems pretty risky, but that is only my opinion.

LB_Enterprises wrote:

The phone was purchased on a old now closed account and "due to security" they cannot (will not) open it to view the order info.

I think THIS is the problem you are having with Verizon. Verizon simply facilitates the manufacturer's warranty for their customers. It isn't Verizon's warranty, but Samsung's. Verizon ended their responsibility for facilitating the warranty for you when you closed the account the phone was purchased on.

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