What Would You Do?!?!

[tb48]

My situation is concerning two (2) issues with Verizon Wireless. 1) Return of a Samsung Galaxy S3 phone that was supposedly damaged and 2) A bill with outrageous excessive fees. My recent experience with Verizon Wireless services has been frustrating and disheartening.   I’ve been a LOYAL customer with Verizon Wireless since July 31, 2001.  I have been a customer practically since the services came into existence.  There had been basically had no major issues with the services until the first of the year (2013). The problems began early to mid-February of this year, and escalated to the point that I had to leave the network all together.    After being a customer of Verizon Wireless for about 12 years, my services ended because there was not an amicable resolution in sight.  My service ended not by choice and I believe I was forced out of Verizon Wireless due to the issue not being resolved through customer service process.   

I upgraded my phone when the new Samsung Galaxy S3 came out on the market.  After a few weeks, I began to experience poor batter life on my phone.  I reported this to customer service on several occasions. I spoke with several customer agents on different days regarding this issue.  The representatives that I dealt with were helpful with getting me a new battery, and eventually a new phone.  I received 2 new batteries by mail, and one new battery in the Verizon Wireless store.  Some of the customer service representatives went into my phone remotely on more than one occasion to help in preserving my battery life.  With all of these remedies, the phone would do well for a couple of days, a week or so, and then the same problem would reoccur. 

Finally, I was sent a replacement (refurbished) Samsung Galaxy S3 in the mail, and a labeling slip to return the defected Galaxy S3. I returned the defected phone in the package that the replacement phone came in exactly the way instructed.  I placed the phone tightly under the plastic and taped the box up with Scott Packaging tape.  I went to the post office and shipped the package off.  I used the new phone for approximately one week, and a day when I began to go through the same issues with low battery life.  I was forced to carry my home charger everywhere I went in order to use phone.  I kept in constant communication with Verizon Wireless so that all my concerns would be documented in the system notes. 

The final resolution was to get another device, so I was given the option of a Motorola Droid Razzr Maxx or a lower grade phone.  I opted for the option of the Motorola Droid Razzr Maxx.  When the new phone arrived, I followed the instructions, and sent the 2^nd Samsung Galaxy S3 phone back, firmly sliding the Galaxy S3 under the plastic, taping the box up, and taking it to the Post Office to be returned by mail.

Several weeks later, I received an email from Verizon Wireless Customer Service saying that I was being charged with a “Damaged Device Fee” of $299.00 for the refurbished phone that was returned for mobile number ending in:  xxx9  Device ID:xxxxxxxxxxxx. <<ID # removed >> I was in total shock and disbelief!  I only had the phone for about a week and a day.  Along with the phone, there was an Outer box case from my previous S3 and screen protector which was purchased from Verizon Wireless.  I knew that this must be a mistake.  I shipped the phone in exactly the condition it was mailed to me. I called customer service, and spoke with several different representatives on different occasions.  I was finally sent pictures of the damaged phone along with the box that it arrived in.  From what I was looking at, that picture WAS NOT my device.  I returned a Titanium Blue phone with a screen protector on it.  The picture forwarded to me, didn’t look that way at all to me. Also, I know WITHOUT A DOUBT that the crack/scratch that was on the top of the phone was NOT done by me; therefore it is not my responsibility for paying for such damages. I shipped the packaged device firmly and as instructed. Also, there were NO scratches or cracks on the device prior to me putting it in the box. I DID NOT DAMAGE the device, and feel as though this concern should have been looked into further. I stand strongly by my answer.

I was advised by Verizon Wireless customer service to contact Fed Ex.  After contacting them, I was informed that Verizon Wireless would need to file the claim. I went back & forth with VZW and Fed EX about this issue, and didn’t come to a resolve.  I gave the tracking number to a FedEx rep, and they referred me to the US Postal Service because there was a contract between them and Fed Ex and Verizon where the package could have been shipped from either place.  I called and tried to file a claim with them, and they couldn’t pull up that tracking number.  In the meantime, my services were interrupted due to full payment not being received.  I called the billing department to let them know that the $299 was in dispute therefore I only paid the normal monthly bill. 

During this time, I contacted VZW again, and spoke with a rep who told me that if I would return the Droid Razzr Maxx, the “Damaged Device Fee” will be removed from my account.  Unfortunately I felt this would have been my last resort.  I decided that I would just do that and possibly use an old VZW phone that I had.  A few days later I contacted customer service to get an accurate address, and was told that returning the Droid Razzr Maxx was not an option!  At this point, I was highly frustrated!!  I’m really disappointed in the customer service.  I had been getting the “run around” about my phone and service with Verizon Wireless.  After a 7day extension, and no resolve in sight, my services were terminated.  I was unable to use my phone until the entire bill was paid.

There is no reason for me to pay for damages and early termination fee.  Note:   This matter needs to be further investigated.  (1)  device was damaged by someone other than myself )2-there was no thorough investigation of what happened to the device and 3) misinformation and confusion amount customer service representatives 4) Unprofessional behavior displayed by a customer service rep.  “I was called a Liar”.  I have no reason to be dishonest. I’m a person of honor and integrity.

After speaking with customer service representatives, managers, and dealing with all of the confusion, I was at a point where I feel had been violated, disrespected, and called a liar. Once again, I had been a loyal customer to Verizon Wireless for over 12 years but Verizon Wireless was not loyal to me.  I was devastated that I had been treated in such a horrible manner, and NO ONE could help the situation. My dedication to Verizon Wireless has now diminished.

My current bill is $1,112.96 due to early termination fees, and it’s all behind $299 that was pinned to my account.  My plan was NEVER to leave Verizon Wireless, and I am saddened that it has come to this.  If you review the notes and correspondence between me and various VZW contacts, you will see that I was persistent in my concerns, and was willing to find a resolution, but was never given the option.

I’m requesting these issues be reviewed and resolved by higher authorities, and consider dismissing my balance, or allow me to continue being an outstanding customer for 12 more years without all of the additional fees that I had nothing to do with.

Do you think this is right?  Have you ever fell victim to this before?

Disgruntled Loyal VZW Customer of 12 years

Message was edited by: Verizon Moderator

[#2]

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.

Good Luck

[siriuswoman009]

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 !

[#4]

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.

[vzw_customer_support]

Dear Elector,

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!

Thank You,
Michelle_VZW
Please follow us on twitter @VZWSupport

[mom2eightgr8kids]

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. 

[#7]

Hi Michelle:

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.