Customer Service Complaint

[mtwining]

Anyone know how to file a complaint with customer service? The screen on my iPhone 6 cracked. Its a VERY minor hairline crack. I went to my local store verizon store to see how I can get it repaired (i do not have insurance on the phone) They told me that they do not deal with that and referred me to a local guy that owns an italian ice shop that repairs screens on the side and charges $40 more than apple. I asked her if that would void any manufactures warranty and she assured me that it would not. She then told me again that they don't handle things like cracked screens in the store and that they refer everyone to this italian ice guy... Come to find out, after speaking to apple, if someone who is not authorized, fixes the screen, it voids any and all warranties. I have 2 frustrations, ONE why is the store telling me they do not handle cracked screens? This is a product I purchased from them and pay quite a bit monthly for. They should be able to assist me in getting it repaired the proper way whether it be done in store or they send it out for repair. SECOND,  this store is referring customers with cracked screens (on VERY expensive phones) to some local guy who is not insured in the case that something go wrong in the repair and which will void any and all warranties with apple due to having some random person repairing them... I am extremely bothered by this and I am left now with either having to drive 2 hrs one way to an apple store for a repair or living with a cracked screen because my service provider is not assisting me in solving the problem.... No happy with Verizon right now

[vzw_customer_support]

mtwining, we want to get you back to that happy wireless place with us. It's unfortunate that this accident happened. We don't repair devices. However, for future references, we do provide the option of adding the insurance feature to your device that covers your phone when there is physical damage. For more details regarding the insurance feature, click http://vz.to/1xPDUon

When devices are repaired by a third party, it will void your warranty. Were you advised to visit a local Apple Store to have your device evaluated? http://apple.co/18U1mDU

LasinaH_VZW
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[mtwining]

No I was not told anything about Apple, that was research I did on my own. I was advised (in front of 3 other Verizon Associates) to take my phone to this guy that owns the Italian Ice shop. She said nothing about adding insurance. All she told me was that they send everyone to the guy at the italian ice shop and to go there, while reassuring me that it would not void the warranty.

[vzw_customer_support]

Hi Mtwining,

We work hard to provide accurate information at all times! It saddens me to hear that this fid not occur on your recent visit to the VZW store.  Just to clarify, you had the device repaired at the Italian Ice Shop, then the screen cracked again? Have you been back to the VZW store to speak with the store manager?

Thanks,
PamelaF_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!!

[mtwining]

No that is not correct... The screen was never repaired and is still cracked because when I went to the store they referred me to the Italian Ice shop to have the screen replaced and reassured me that it would not void the warranty. I did not feel comfortable doing that so I contacted apple and was told that if i did have it done, it would void the warranty. It has not been repaired because the closet apple store is 2 hrs away from me and I cannot go a week without my phone do to work to mail it in for repair. I have not been back to the store to speak with a manager but it sounds like I need to. although the associate told me that they refer everyone with cracked screens to the italian ice shop

[vzw_customer_support]

I'm terribly sorry for the confusion, mtwining!

It is correct that having your screen independently repaired will cause the warranty to be voided. However, the phone is out of warranty already if it is damaged. If you already have insurance with us, you can file a claim at www.phoneclaim.net/verizon however you cannot add insurance to a device that has already been damaged.

MichelleH_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!!

[mtwining]

Man this customer service is awful lol I cant even get a conversation and solution from one single person. There are 3 responses here and not a single one has been helpful. I will be going to my local Verizon store and speaking to a manager. NOT happy at all. My experience with Verizon has been enough to not renew my contract next year.

[Loquat]

Take your device to Apple and have them repair the screen.  If you can't get to an Apple Store then you can always mail it in.  Yes, you'll be without your device in the time it takes to repair it...but at least it's repaired the right way.  I don't know why they suggested that you take it to someone else.  Yes, there are many places that replace screens...they're popping up all over town now.  Heck, some of them will let you drop it off at your local Wal-Mart and they'll pick it up, repair it, and return it back to the store within an hour.  Trust me people at your own risk...if you want it done right...take it back to Apple.  I don't believe that even VZW in store techs will handle this request.  Best of luck to you...

[flutterfly8497]

I've had good luck having screens replaced at a local video game resale and repair place, with an iPhone 4s, a Galaxy S3, and a Galaxy S4. A friend referred me, not Verizon, and although my experience has been good, I can't imagine Verizon would condone referrals to a place like that. I went in knowing I was voiding warranties, but I don't carry insurance through Verizon and two of the phones were out of warranty anyway. Perhaps the "Italian ice guy" was a friend of the referring salesperson.