Why can't I get a replacement device without having to pay tax upfront?

[W_BC]

My new Note 9 is stuck in a boot loop.  I did the required security update and then loop, loop, loop.  I got this phone on 8/23/18.  I went to a corporate store, they had none in stock and referred me to customer service.  I spoke to three different service reps.  The first called another corporate store and was told there was a 512G available and it would be held for me.  I called the store to confirm and was told that none of the stores carry the 512G!  OK, back to customer service.  Rep two told me that they would be happy to replace my phone.  The order was started and then I was told I had to pay the tax up front.  I asked why I was not able to charge it to the account and was told there was no way to do that.  I was sent to a manager,  rep number three.  Willy [removed] informed me that there was NO way to put though a replacement order with out paying taxes up front.  He then, in a very condescending manner, explained the concept of state tax three times to me.  Thanks Willy, but still no help and yes I do understand the concept of sales tax.  Interesting since my previous phone had warranty issues and they were able to provide me a special credit that zeroed out the tax since I had already paid it on the first phone.  I was told that this was the only way to get a replacement phone.  I want to know how to reach someone high enough to get this straightened out for me.

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[Ann154]

It doesn't sound they are ordering you a warranty replacement? It sounds like a straight purchase to me, but I could be wrong.

[B33]

If the Phone was in a Boot Lock up that sounds like to me a Full Replacement. One of the store Employees should have Tried Getting the Phone to Work just to see for them selves if the issue you Described was Present and if the Same Happened they should have not pawned you off to Customer Service..  And should have Taken Care of the Issue you might Go Back there and Request speaking to the Manager and or Assistant Manager.. if the Results is the Same I'd try another store in your Area some Managers are willing to help when some would Rather Not.. Hopefully the Store Manager at the Location you got the phone at Helps ya Out..

All Stores at this Time as what I was Told Carry only the 125G, To get the 512G you have to Order it hopefully this will change I'd say with Christmas coming soon' they offer them in store..

Good Luck.. B33

[W_BC]

I tried the store first. They couldn't help and could not replace the phone because none of the stores carried my specific phone. They refused to order it to the store. They handed me the phone and said call customer service. Its amazing how terrible the whole company's customer service is.

[vzw_customer_support]

As a consumer I know conflicting information can be discouraging and apologize for your unpleasant store visit, let's look into this.  Your feedback is appreciated and will be forwarded for review.  Have we had a chance order your replacement device? Which store location did you visit? Additionally I will be sending you a Private Message monetarily. 

AyaniB_VZW

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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[W_BC]

I did get a replacement ordered. There was no exchange to be made. I visited 14949 Florence Trl, Suite 300

Apple Valley, MN, 55124 952.431.1993

[vzw_customer_support]

W_BC, extra costs are not something anyone appreciates. When a device is returned for a defect within the first 14 days, as another brand new device is used to replace the phone, you will see a charge for the taxes. Once the original device is received, you would receive a credit back in the original form of payment. 

LorenB_VZW

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If my response answered your question please click the _Correct Answer_ button under my response registry . This ensures others can benefit from our conversation. Thanks in advance for your help with this!!  

[W_BC]

Once again, another Verizon canned answer. This item should have been exchanged. I should not have been sold an additional phone and then have to wait for a refund!

[vzw_customer_support]

We definitely want to be part of the solution. To help get to the bottom of this, we would need to access the account. Were you able to review your inbox for our direct message? 

JaimeG_VZW

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If my response answered your question please click the  Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[B33]

Did the store as Option Give you the benefit of Replacing it with a 125G model or another Model of phone if they will only allow that you may want to just Go with a 125G model I have that model myself and it's not doing to Bad for my Needs..

Hopefully again they Can do something for ya Instead of just leaving ya without a Phone to Use..

[Ann154]

The Samsung Galaxy Note 9 is available in storage options of 128 GB and 512 GB. The 125 GB option does not exist.

Galaxy Note 9 Price, Colors, Specs, Reviews | Verizon Wireless

[jrh4054]

The 125 GB was probably a typo.

[Ann154]

jrh4054 wrote:

The 125 GB was probably a typo.

For all three times it was written?

[W_BC]

No offers made. They handed me the phone and told me to call Customer Service. USELESS!

[vzw_customer_support]

Help is here For you B33! We would want you to have a working phone and the support you need. I apologize for the boot loader experience you shared. Let's get this resolved. We offer a 14 day return on all purchases. This is the only time we provide a new device order. After that if a warranty issues occurs, we replace the device for defects or hardware failures. If there is physical or liquid damage, we process an insurance claim. Please share more details with us that tell us the type of exchange was being performed. Bobby_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[W_BC]

That was a useless addition to this discussion. No help offered, just the same annoying canned answer!

[B33]

No I was just thinking of 125 instead of 128  which is all Good  You Can expand this Phone with and additional 400GB of storage through a SD Card But a having  512  Built in on a Phone that is like having an Ice Cream Sunday..   Instead of an Ice Cream Cone B33