Message was edited by: Verizon Moderator
Man that was way to long....................!
First send a certified return receipt requested letter to the address on your invoice. Dispute the $299.00 then wait for the green receipt card to come back to you. Tell them exactly why you are disputing it. Photos don't match, not the phone you sent bac and all the problems you have had with your service, if you have contact names state them in the letter.
Make copies of the letter you sent, any corrospondence you received from them, invoices, etc. dates, times of phone calls, and go to a Small Claims court and sue them for all amounts in dispute. Add in the cost of the certified letter, loss from work fir going to court, filing fees, and make sure you have all your documents ready for the judge.
Do not elect arbitration from verizon at anytime just have your case heard in court. Do not settle with verizon unless they credit you the full amount you are asking for. The loss/damage phone scam is common with verizon just do a google search on it, print them out to show the judge it is questionable that you are to blame for the damage.
Its a scam from the vendor Verizon uses to collect these devices. Damage claims have to be filed by verizon if they are paying for the return back to them.
Also sue them in a State Supreme court for cutting off your service without following the fair debt collection act. You can dispute orally, but must write to preserve your rights.
Wow this is crazy!!! But I believe this after some shady practices i have dealt with also ,but i just had to return a phone and my if they pulled this on me too ! a customer w them for sometime now , and I have been lied to in many ways. and treated like an idiot . but to hear they would even do this to a customer makes me sick ! I so cannot wait even more for my contract to just end .I refuse to give them anymore of my hard earned money ! They don't care at all about customers .this really is Nextel all over ! I wish all customers would read these forums from time to time .i was starting to think it was just a few bad apples . Sounds like entire corporation are nothing more than to big for own good,.... Bullies !
The law of averages would make an occasional loss of a device feasible depending on the number of devices returned.
However a loss of a package by the return carrier is not the verizon customers responsibility. Verizon is actually using a pre printed return label and you the customer if you sent it back, have an acceptance receipt and scan then its between the carrier and verizon. The customers obligation ends at that acceptance window.
You also factor in a percentage of people that never send it back or put rocks in the box, then verizon should go after them for theft.
The other part of the scam is theft by carrier employees, or shipping and receiving clerks at the return center. The phones may nit function but the parts are valuable to use on other like devices. Like stolen car parts. The third part of the scam is the warehouse saying the box was empty, or the device has water damage, or the device is broken in the box and the so called photos that don't match the phone you sent back all of which is not the customers problem when its out if your custody.
Let Verizon charge the return shipper fir the lost return package since the customer did not lose it FedEx did or the US Postal Service did.
Good morning. I understand how concerning it may be when you are billed a non-return fee. Please know that Verizon Wireless, would never charge this fee just because. Handling customer accounts with integrity is very important to Verizon Wireless and I would love the opportunity to provide some clarification regarding the non-return fee and damage device fee process.
When a device has arrived in our warehouse, pictures are taken immediately when the box arrives. Pictures of the box, phone, and any contents inside the box are taken. If a device shows any physical or water damage, pictures are also taken to inform customers of where the damage is. Before we bill a damage device fee, there are three individuals that will inspect the device to verify the damage. Also, in the event the device was lost with the carrier (ups, fedex, usps, etc.) you do have the ability to file a claim with the carrier. Should you have any further questions or concerns, please feel free to reach out to us. Have a wonderful day!
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Good luck getting this resolved. When my Note II stopped functioning and I went into a Verizon Store to get help with it, I spent three hours at that store. Finally the rep suggested I call Technical Support while there in front of her. I put it on speaker phone and every single person in the store (about 7 customers), along with the Rep, 4-5 of her coworkers, and my friend there with me actually heard this guy refuse to replace my phone because it wasn't a problem with the phone, that the problem was caused by something "weird" that happened in the atmosphere on the night before only affecting phones in West Tennessee and that it wouldn't be covered under the warranty even though I had only had the phone for a few days.
I said, "Dude, are you really trying to tell me that aliens have invaded my Galaxy and made it stop working?????" He said, "Yeah, something like that." The sales representative and everyone there was disgusted.
If a customer returns a device using a label supplied by Verizon, it is Verizon who has to file a claim for loss.
Once the package is placed into FedEx or UPS or the United States Postal service the obligation is on the receiving carrier to protect and deliver the package. You as the customer cannot file a loss claim since its under Verizons Return to Vendor Program.
Verizon should not hold the customer responsible for a lost return package after the return carrier accepts it.
To do or think otherwise is totally ridiculous.
Think about it.
As far as the damages to the return devices again its quite possible the return carrier damaged the package, you cannot assume the customer caused the damages if they followed verizons instructions.
Pictures are not proof. Many times a company can have a saved jpg or gif or tar or bmp on file to say there was damages. I sincerely doubt three people look it over, the device in many cases has been looked at from a verizon store and shows no damages but then lo and behold it shows visable photographic damage. See my comment on saved photo firmats.