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Why is it impossible to return a swollen battery? / Angry customer
LAFB
Member

I observed suddenly that my iPhone X case was starting to split apart. There was a swollen battery. Knowing the danger these pose, I contacted tech support online late that evening. The online support was useless. I talked on the phone the next day to a more helpful person, who told me I could not send the battery through the mail and would need to take it to a corporate store. I got the first appointment that I could, which was the following day.

When I went to the store, I told the employee that I was told that he would need to give me a special container to allow me to ship the phone, per the Overheating Battery Policy. He knew nothing of that and was focused only on getting me a replacement.  I asked him to make a note that a special container should be sent to me with the replacement phone.

The replacement arrived the next day. There were instructions for sending back the old phone. These included the warning that a swollen battery could not be sent back in the package that was provided.

I have had numerous interactions with tech support people since then. Supposedly a container was going to be overnighted to another Verizon store, and they were going to contact me. I was expecting to be contacted by this past Tuesday, 8 days since my battery appeared swollen. It is now Friday, 11 days after. I just contacted support yet again. Presumably the store has not yet received the packaging.

This is absurd! I want this dangerous thing out of my house.

Can I just purchase my own packaging somewhere? It looks like it has to satisfy numerous requirements, so it looks like it may be a bit difficult to find. Does anyone know what type of packaging I need to get?

If the network weren't so good, I'd have switched carriers long ago. The customer service is awful.

 

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Re: Why is it impossible to return a swollen battery? / Angry customer
Tigerstep
Sr. Member

I'd try working with another store. They need to order what you need at a corporate location with the SKU DAMBATTSHIPKIT1115

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Re: Why is it impossible to return a swollen battery? / Angry customer
LAFB
Member

Supposedly, another store was to have received the kit and contacted me. I've tried to find out why this hasn't happened. I should have been called by Tuesday. It's now Saturday. Calls to customer service haven't really fully answered what is happening. I don't even know if the kit is really being shipped. There's no tracking number.

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Re: Why is it impossible to return a swollen battery? / Angry customer
vzw_customer_support
Customer Support

Hello, LAFB. We are sorry to see you are going through such a difficult time returning your swollen battery. And I know how alarming it must be for you to have that in your home, I know I would be worried as well. I would like to review your account to see what has been done so far and what we can do to get this taken care of for you. Please meet us in a Private Message for assistance. 

AnnaG_VZW

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Re: Why is it impossible to return a swollen battery? / Angry customer
vzw_customer_support
Customer Support

We want to ensure you get the assistance you need, ASAP, LAFB. Are you able to verify your account using the link provided previously?

 

CheyenneS_VZW

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