ipad air 2 touch screen went south, went to the Corte Madera store and was told that since I had insurance I would get a replacement in 24 hours.
Only cost me $5 which I paid. My wife received the box to send back the old device, kept the sim (she was helped at the local store by our house in San Mateo). OK it was 7/29 when I did the transaction; called and told it was on the way by a rep, supposedly Monday. WELL VERIZON, where is the replacement? [Removed] service, even if you said you were going to give me a ipad Pro because there's no ipad air 2 inventory.
Anyone else have this kind of experience? Any tricks to get this done sooner (not OK) when a store rep said 24 hours and all we got was the box to send the defective one back? SAD - a very long time customer, maybe too old but not happy with Verizon right now. OH watch out if you send a survey follow-up, ZERO, not going to recommend to anyone right now. Family is hearing about this now.
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gfalura, We need to make sure that we get you connected with your iPad. We regret that the wrong expectations were set for your tablet. When there is a manufacturer defect or issue, it gets sent in for repair. Did your tablet have any physical or liquid damage? What was explained when you called in?
JoelR_VZW
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Apple product = take it to an Apple store. They would have helped you more quickly.
Not acceptable Mr JoeR at Non-Tech support, we were sent a box to return the defective unit and I've used chat twice to try to find when the CLRN order 670868 is going to be deliveres.
Interesting that Tech Support DOESN'T have chat.
So I will be taking my receipt to the local store to TRY to get this resolved. Verizon already has the defective unit.
BTW the person that posted going to Apple - I did that and since it was covered by Verizon insurance, the agent suggested going around the corner to the Verizon store in Corte Madera.
Tech Non-support says I was given wrong expectations; NOT so. The rep checked it out as did apple the touch screen wasn't working - confirmed by me, apple store AND Verizon store. Get your act together please, where is the replacement device, now lacking the SIM that was removed by the Foster City/ San Mateo store and diligently returned in the box that was provided by Verizon.
Answer to non Verizon Community member:
I did take ti to apple, said it would be a bit more than $250 to repair the non working touch screen.
Suggested going around the corner to Verizon; the agent very helpful and put the order in'; said the replacement would be sent in 24 hours. The return box was received and my wife did return the defective air 2 after going to the San Mateo store to remove the SIM - she's not a tech person and that store helped by removing the card.
SO the big hang up is now on Tech Non-support to contradict the order placed by the Corte Madera store on 7/31. Why were we not notified JoeR, if we were given wrong expectations?
As a warranty exchange (which is what was done), the standard procedure is exactly what you describe. A recovery box is sent within 24 hours for all tablets (this is different than warranty exchanges done on phones). You send your tablet back for repair or replacement, depending on manufacturer. The insert that is included with the box states "After we’ve received your defective tablet, you’ll receive your replacement tablet in less than 10 business days. Your tablet may be a Certified Like-New Replacement. If your tablet is not covered under the manufacturer’s warranty, it may be returned to you in the same condition. To learn more visit verizonwireless.com/replacement"
You state you have insurance, if you wanted to you could have placed a claim where you paid a deductible and they would have overnighted you one the next day via Asurion (who maintains all insurance coverage).
Through Apple, there would be a charge as well as you were informed of.
The rep above is exactly correct that you were given the wrong expectations if the store rep advised you would get a tablet within 24 hours, and not just the recovery box. Yes, the store rep made a mistake as that is the procedure for phones, but not tablets. No, this does not mean you are entitled to anybody "resolving" this at your store, nor does this have anything to do with tech support as they simply order the recovery box for it to be sent to the waehouse that deals with these warranty exchanges. You will need to wait the standard time for the repaired or replaced tablet to arrive back to you as the insert states.
Went to the store and this has been resolved - Thanks Corte Madera folks for the assist
No longer an issue.
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