I just got a Verizon "refurbished", "certified" iphone with a line added to my wife's account, and upon receiving it, the first day the battery was down to 29% in the afternoon after little use. I checked battery health and it showed maximum battery capacity was 83%. I tried to return the phone via chat, and was told by the script reader that there would be a $50 "restocking fee". I told them that was unacceptable since it was defective. I then tried calling the next day, and after explaining to the "customer service" rep what my issue was, he said he understood and put me on hold. After being on hold for 43 minutes I finally gave up. This is what passes for customer service at Verizon???
You bought a refurbished/used phone. Unless it was a 12 that made it to the used market already, it's not going to have 100% battery capacity. That's just the nature of batteries.
Sounds like you were being transferred to tier 2 tech (depending on time of day could be very busy) which would have resolved your issue with either a free replacement battery or phone. Your impatience is why you don't have a resolution, not Verizon's customer service team.
This is definitely not the type of experience we want for you. We'd like to have an opportunity to review your account and help you. We've sent you a Private Message for further assistance. - ChristianP_VZW
I'm impatient if after being told I'm being put on a "brief hold", then 43 minutes passes with no response I give up? How long would a patient person hold? an hour? Two? I worked in two different call centers, and at both of them if putting a customer on hold was necessary we were supposed to check back with the customer after 2 minutes.
As for the battery, it doesn't matter- my understanding is I have 14 days to return the phone for any reason. Besides, Apple support says batteries need replacing when battery capacity is 80%. 83% is pretty close to being worn out.