I purchased my Samsung Galaxy S6 in May of this year. In September I noticed a spot in the image when attempting to take a picture with my rear view camera. There was no spot on the lens of the camera nor was there a problem with the screen. I gave it two weeks to see if it would resolve itself and it did not. On November 4th I went to the local Verizon corporate store to see if I was eligible for a replacement since it has only been 6 months. The specialist there said that I was and had a replacement sent to my address.
The next day I arrived home from work to a package left outside of my apartment for anyone to steal if they wanted to. The replacement phone was inside the package. I could tell that the phone was a like new phone, as stated in the return policy agreement, because it had imperfections at the sim card tray and in the usb charging port when my original phone had no imperfections. It took me 2 hours to transfer my files from my original phone to the replacement phone.
One week and half a day later I came home from work and put my phone on the charger while I took my dogs out for a walk. When I came back in I picked up my phone from the charger to use it and it had a message about a startup failure. The phone wanted me to hook it up to a computer to run the Verizon Software Repair Assistant to try and fix the phone. I chose to go back to the store instead. After talking to the greeter and explaining the situation and my frustration with the situation I agreed to come back home and try the Repair Assistant. The program would not recognize the phone to repair it. So, I went back to the store to let them know that it would not detect the phone. I made it clear that if the replacement phones are only going to last for one week then will not except another "like new" phone.
The employee called technical support to see what we could do to get the phone back up and running. They were wanting me to try the repair assistant on another computer because they believe that there must be a problem with my computer. I informed her that the only reason why the Repair Assistant is on my computer was because I had hooked the replacement phone up to my computer on November 5th and installed it. I also informed them that I did not own another computer. Technical support was going to send the employee a email with information on how to install the driver and some other things on the computer to try and troubleshoot the issue. Instead he talked with his Manager and pulled a new phone from their stock to replace my replacement phone with. I asked was this going to do anything to my account and he told me no and that "he's got this".
On Monday November 16th I received an email from Verizon thanking me for my upgrade and had a link for me to go look at the letter. I looked at the letter and noticed that my contract end date had changed from May 2017 to November 2017. I instantly got on the phone and called customer service. They stated that it had appeared that someone had signed the new 2 year agreement but could not make it out because it looked like a squiggly line. They asked if I was given a receipt and I told them no. I also informed them that I was not told that I would be entering into a new 2 year contract. I feel so cheated at this point. Customer Support put me in a three way call with the Manager of the store and saw the same thing. He told me that I could return the phone within the 14 days if I was not satisfied and he would not charge me with a restocking fee. He would have a replacement sent to me if I wanted to go back to my May 2015 to May 2017 contract. Unfortunately the store had already sent back my replacement phone so I cannot get another like new phone to go back to my May 2015 to May 2017 contract. I do not know if the Manager is going to do anything about the employee that committed a felony by signing without my consent.
I have until November 28th to return the phone back. What would you do in this situation? Who knows maybe Verizon will reach out to me on here and make things right.
I am sorry that this post is so long but I wanted to let you know the full story. Thank you for taking your time to read this.
Solved! Go to Correct Answer
I understand how important this situation is and would be very concerned myself if it happened to my account. I would like to investigate this further. Please reply to the private message I am sending you so I can access your account.
Follow us on TWITTER @VZWSupport
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!!
why would you not return it and go back to the original contract date? All the used replacement phones aren't bad. I've had many over the years and never had any problems
Smithpspfan, an experience like this would have me just as concerned, especially since you were not brought up to speed with that representatives proposal.
Tanner24 definitely provided great advice regarding what he would recommend to do. Have you had an opportunity to discuss this further with the store representative and his manager? They should be able to review and work something out with what has taken place.
Please keep us posted.
Follow us on Twitter @VZWSupport
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!
IT sounds like the employee wiped out the original contract excepted your phone as a return and gave you a new phone.
yes, it extended your contract, but it also extends the warranty.
Since the store sent the bad replacement phone out I am not able to put it in the box when Verizon sends me the like new phone. The Manager of the store made it seem like I do not have that option any more.
The reason why I would like to be back on my old contract is because there is no compensation for the 6 months longer that I will have to wait for the new Samsung device that will be coming out in 2017. Not only that I will have to wait longer now to be able to switch to Verizon's new plans that might save me some money.
You can switch to a new plan at any time, no need to wait till a contract is up. If the new plans save you money, switch now! If you are under contract, the line access fee is $40, and whatever data package you need - call minutes and text are unlimited.
What new device is coming out in 2017? How do you know when it will be released?
You missed the point of the thread....The OP is concerned about the expiration date on his 2 year contract.
Yes, I do realize he is concerned about that, and the fact that the employee "forged" his signature to push the changes through. I was not addressing that...I was addressing the mistaken notion that you can't make changes to your plan until your contract is up - perhaps I should have quoted the part of the post I was responding to....
I was also curious about the statement "6 months longer that I will have to wait for the new Samsung device that will be coming out in 2017. " the Black Friday and Christmas 2015 specials are nothing but rumors until Verizon chooses to announce them, and being concerned about a device to be released in 2017 seems curious at best .... considering we don't even know what 2016 holds in store.