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Anyone received damaged, chipped or scratched iPhone 5?
MKarias
Member

I haven't seen the phone yet but my wife received it and said the phone is chipped (on the side).  Checking online, there are numerous reports of people receiving scratched or chipped phones.  Anyone else received a damaged phone through Verizon?  Just trying to see if there are others.

Once I check it, I will be exchanging this as it is unacceptable to receive a damage item even if minor.  Hope I can exchange at the VZW store instead of doing via mail.

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Re: Anyone received damaged, chipped or scratched iPhone 5?
gina7239
Sr. Member

I would call *611 and tell them to notate that you got damaged goods so the store can't say you did it. You can have them call the nearest store to see how they can help you. I have had this when I got a certified device sometimes it comes scratched or bumped.

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Re: Anyone received damaged, chipped or scratched iPhone 5?
budone
Sr. Leader
Sr. Leader

My understanding is, if ordered online, you must exchange online. Reason being, especially now, a store will not give up a phone they can sell and make a commission for an exchange which they receive nothing in return.

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Re: Anyone received damaged, chipped or scratched iPhone 5?
MKarias
Member

I called them but I have to return the phone.  I cannot exchange it at the store because its physical damage.  What sucks is that it can take 1 - 2 weeks before I can get a replacement.  Verizon makes an exchange so difficult. 

Re: Anyone received damaged, chipped or scratched iPhone 5?
Tidbits
Sr. Leader

Different inventories.  All companies do this with their online stores over their physical stores.

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Re: Anyone received damaged, chipped or scratched iPhone 5?
MarkInAZ88
Member

Mine came with a chip in it right above the SIM card.  I was able to exchange it at the Apple store.  The replacement phone Apple gave me is locked where the one from Verizon was not...

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Re: Anyone received damaged, chipped or scratched iPhone 5?
QWQ512
Member

Mine also came friday with about 6 scuffs what should I due to get it exchanged?

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Re: Anyone received damaged, chipped or scratched iPhone 5?
SonTran
Member

Yes, I got 2 iphones 5, chipped on aluminum case. Very bad

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Re: Anyone received damaged, chipped or scratched iPhone 5?
tikibar1
Sr. Leader
Sr. Leader
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Re: Anyone received damaged, chipped or scratched iPhone 5?
pleter
Member

Dear Verizon Wireless & Apple,

Verizon’s customer service, regarding a defective iPhone5, return has been nothing short of a painful process.  I understand Verizon’s and Apples policies, rules and regulations concerning these matters.  I am trapped in the grey areas of those policies, a victim.  I’ve been a customer for years and believe (other than this issue) Verizon has, in the past, provided good service.  So why would it take 7 Apple Representatives & 8 Verizon representatives and 10 hours 25 min plus to get a working iPhone5 from Verizon?

The service I’ve received to date:

Friday September 21st, 2012 @ 10:30, I received the iphone5, (32 GB, white) delivered by FedEx, I contacted Verizon to swap phone numbers (from ###-###-#### to ###-###-####).  To do this the Verizon phone representative (via dialing 611 from my cell phone) informed me to take the phone to a local Verizon phone store (2530 Wilshire Boulevard, Santa Monica) to have the numbers switched. At the Verizon store, the line to wait for technical support was approximately 45 min (turn out to be an hour).  The representative told me that Verizon does not have the correct SIM chip (micro SIM) to reprogram the phone and I would have to wait at least a couple of days before they’ll acquire the micro SIM cards.

I took upon myself to go to the Apple retail location (1248 3rd Street Promenade, Santa Monica) at the store (after a 20 wait) I spoke to an Apple genus (apples customer service) about needing a micro SIM chip to program my phone, in about 10 seconds the Apple representative handed me a Verizon SIM card (great customer service).  I proceeded to Verizon retail store location (410 Wilshire Blvd, Santa Monica) (25 min wait) the Verizon sales representative informs me programming the SIM card with my phone number cannot be done.  I asked the representative 3 times, each inquiry reiterating the explanation, in greater detail. Again the Verizon representative informed me, “it could not be done”.  I drove back to the original Verizon store (2530 Wilshire Boulevard, Santa Monica) with the new SIM card (45 min wait) where they proceeded with programming the new iPhone5 with my cellular number (###-###-####).

Saturday September 22nd, 2012 when trying to use the new iPhone5, I identified the phone’s (ear) speaker did not work (defective).  The person receiving my call could hear me, but I couldn’t hear them.  I took the phone back to Verizon retail store (2530 Wilshire Boulevard, Santa Monica) where tech support confirmed (1 hour 15 min wait) the phone was defective.  Verizon’s tech support, proposed option, to take my phone and mail it back to Verizon for a replacement, tech support informed me Verizon was out of stock (and backordered), so there was no time line when I would receive a replacement (their estimate was at least three weeks) the other option was to go to Apple store and see what they could do.

Sunday September 23rd, 2012 I drove back to the Apple retail store (1248 3rd Street Promenade, Santa Monica) and was told to wait in line to see an Apple representative (“rep”) (1 hour wait) the Apple rep was apologetic and immediately acquired a replacement, however since I purchase the phone through Verizon I would have to return it to Verizon.  There was a Verizon sales representative located in the store, the Apple rep and I told the Verizon Sales rep what had happened.  The Verizon Sales rep recommended to purchase another phone and to return the broken phone to Verizon.  I had to wait in Apples line to get a sales rep to purchase the phone (2 hours 15 min) while doing the transaction the Apple sales rep notified I would lose my current data package (I have unlimited data, I prefer to keep that function). The Apple sales rep consoled in with the Verizon Sales rep and Verizon Sales rep confirmed “it might not be possible to retrieve my unlimited data plan” if I were to proceed with the purchase. While the Verizon Sales rep was confirming the plan status, I contacted Verizon customer support (611) where on hold for (20 min) then spoke to a Sales representative for another 20 min, unable to assist due to the Verizon’s contract agreement with Apples. Verizon’s Solutions

Return the phone and wait for a replacement (three to four weeks or greater without a device)

Or wait in line (again) at Apple store and purchase a phone with a new phone number, then try and get old unlimited plan re-instated. The Verizon (on the phone) Sales rep referred me, to Verizon’s tech support (25 min) for the representative to tell me to call back the following day.

On Monday morning September 24th, 2012 @ 7:55 (PST) I’d contacted Verizon Customer Support, after speaking for (20 min) was referred to Verizon tech support.  Spoke to a tech support agent who told me the same thing, the previous Verizon associates told me, to turn in my phone and when they get a new order (whenever that maybe?) Verizon would send me a replacement.

The second option was to (previously tried) add another (new) line to my account swap phone lines and then send the defective phone back to Verizon canceling service on that line.  The next course of action was to reinstate my old account, of unlimited data minutes.

Monday afternoon I drove to the Apple store (1248 3rd Street Promenade, Santa Monica) to purchase the new phone.  I spent 30 minutes explaining to the Apple Store Manager what had happened and asked him not to tell me he is sorry or pass me off to another person; I keep hearing sales representatives telling me “their sorry” (over and over again).  After 35 minutes of being offered the same solutions, and the shrugging of the shoulders, the manager handed me off to another Apple Store Manager whom I proceeded to tell the story again, in an abridge version. The new manager’s solution was for me to purchase an iphone4s and hopefully the iphone5 would be available within 30 days. The idea was to return the 4s for the 5.  I left the store with at least an option, not a great option but never the less.

I contacted Verizon wireless (611) so angry due to each sales representative giving inadequate options and apologizing then passing me off. I asked to speak to Mr. Verizon I could not take another “I’m sorry”. I need to speak to someone who wasn’t sorry and can make decisions.  The Verizon sales rep asks to take a moment and read the manuscript of this issue.  The rep asked me if I would be OK with receiving a return phone call with a solution, I agreed.  The Verizon Sales rep called back, offering to allow me to purchase another phone at the 2 year contract price, provided that I return the defective phone upon receipt of the working iphone5. I agreed to do the purchase will wait the 3-4 weeks for delivery. It will cost me quite a bit of money and further hassle of swapping lines and refund checks, I can put up with a broken phone for 3-4 weeks.

After all these correspondences one quote comes to mind, which came from the Apple Manager, “when I needed Verizon the most, they let me down”.  I’m sure if Verizon had more competition they’d treat their clients a whole lot better. 

As a customer (not including travel time, fuel cost and $ 25 dollars worth of parking fees)

·         (4) Verizon stores visits  equaling 205 min or 3 hours 42 min

·         (3) Apple Store visits equaling 280 min or 5 hours 07 min

·         (3) Verizon over the phone (611) 130 min or 2 hour 17min

Total time spent, as a customer, to purchase one working iphone5 615 min or 10 hours 25 min.

I’m not blaming Apple or Verizon for a defective phone (these things happen). I would hope my experience would help Apple and Verizon identify the grey areas and avoid clients falling into them.

Verizon’s Customer Support agent(s) never took accountability for completing their support task; I was constantly handed off to the next representative or told another representative will be required to review my issue. Apple on the other hand, had solutions and actions to support solving my issue.  I’ll be happy to purchase my new iPhone5 through the Apple store, for the reassurance of Apples Customers support, will be backing their product.

The lesson learned from this whole experience; do not purchase Apple products from anyone but Apple Online or Retail Stores! This way Apples great customer service, will aid you in replacement or repair needs without the complicated hassles of other companies policies and procedures.  Client first, product second; that will sell billions.