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Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
Jds84
Member

My experience with Verizon wireless has been an absolute nightmare to say the least. I recently purchased the iPhone 5 on September 21 at the Verizon store but originally tried to buy it at the apple store after waiting five hours on line, when I finally got in after deciding what color I tried to check out but there was a block from Verizon on the account for the amount of 63 dollars, in the 11 years that I have been on the account there has never once been one late payment after waiting two hours, speaking to three different supervisors, the apple in store Verizon representative who was clueless, apples employees clueless, I then went to the Verizon store and purchased it there, out of the box it was an absolute nightmare, dropped calls, Wi-Fi didn’t work, 2 hour talk time!, music player freezing, also freezing when purchasing music from iTunes, can’t even play the song after you buy it. Since then I have called applecare and Verizon, ran through many different tedious trouble shooting steps, creating a new back up and not putting any information on it, changing the sim card, calling the cable and router company to make sure it wasn’t on my end, tried 10 different Wi-Fi networks the only one that worked was apples! Face time didn’t work, Verizon tested their networks and found nothing, I compared  cell signal strength, Wi-Fi activity with the IPhone 4s, nothing worked just a night mare that I would have to repeat four times, I am on my fourth replacement and still don’t have a working phone, the amount of hours I have spent on the phone with Verizon technical support, customer care has been abusive unproductive and a violation of customer rights, in order to swap the phone out they have to put a pending hold on your credit card account which they did three times and then charged me twice even after they received my return package which I confirmed with a supervisor at FedEx. This is a nightmare that I am still living, I can’t do anything about it, I have other things to deal with than a  stupid cell phone on top of this issue, my phones were DOA since the first day, my worry free return guarantee was not honored I was told that I could then when I went to the store they said I couldn’t, then the supervisor that told me I could on the phone then told me I couldn’t after driving yet another half an hour. Now I can’t even get a replacement phone until they claim they received the return phone they just said you have to wait your turn. Verizon is abusive.  You can’t even use the internet and talk on the phone at the same time. I hate Verizon their cell signal sucks they screw up their phones with shitty cdma technology, their towers suck, their customer service sucks. They have created a large amount of stress in my life.

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
tdperry
Novice

Suggestion... cancel your contract and go to AT&T. Sounds like you might be happier there, especially if you are going to blame Verizon for something that Apple decided on (the inability to do voice and text at the same time).If you had a replacement pending at the time you requested the worry-free return, then I can see them denying it until you got the replacement phone and they got the return or you paid the full cost amount of the phone. Other than the known warts of a new phone version (both design and OS) that are well published I've had nary a problem with either the 32GB one I originally got on release date or the 64GB one that I replaced it with.  Personally for me it's going to be a keeper (and I'm a Android guy from the get go).

Not trying to be a smart (deleted content to comply with VZW ToS), but unluckily some folks just have bad luck.  It was hard to tell in your rambling statement what the iPhone 4 signals were compared to the iPhone 5 (are you in a 3G only area or are you in an LTE area).  It almost sounds like you are on a fringe signal area with that short of talk time, which would pull the battery down as it searches for signal incessantly if you don't have one or just a marginal one.

Message was edited by: Verizon  Moderator (M)

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
CharmingPhlsphr
Sr. Member

I'm stunned that you have had several replacements that were not working. I admit, though, I'm still unsure as to what was a violation of the contract or consumer rights. It sounds like they have done the troubleshooting to try to get the phones working for you and even attempted to replace the phones. CSR abuse is not acceptable, but that is also confusing as to the frequency with which this has been happening. I've been a customer for nearly 10 years and, in this time, I have had virtually no issues with the reps, devices, or the network (I regularly get 21-54 mbps and can talk and use data at the same time).

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
LuvMyLabs
Novice

How do you you talk and use data at the data at the same time? The only way I know with verizon is use wifi instead of their cellular network.

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
Ann154
Expert
Expert

Maybe has an android 4G LTE phone.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
rcschnoor
Sr. Leader
Sr. Leader

Maybe Apple with have it "on the next version".

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
CharmingPhlsphr
Sr. Member

I have a 4G LTE Android phone. From what I understand, the Android developers include a separate antenna for the LTE and CDMA service which allows talking and data connectivity at the same time. That is also the very reason why I, begrudgingly, would not get the iPhone 5.

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
LuvMyLabs
Novice

Plenty of stress over here too. Just wondering why verizon put holds on your credit card for swap outs?  Did you swap out with them or apple? Or it doesn't matter with verizon, they put a hold anyway no matter who you swap out with? I'm pretty sure with at&t and sprint, you can swap out with apple with no holds even on phones that were bought through those carriers. My friend does this with at&t and has had different iphones for quite some time and I know someone on sprint who bought the iphone 5 from sprint and swapped it out twice with apple with no holds. In the end, they ended up returning the swapped out phone to sprint within the 14 day window with no issues and no holds.

CharmingPhlsphr....good info, I thought about getting an android before I got the iphone 4. I'm gonna take another look at them before I upgrade.

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Re: Iphone 5 does not work , verizon wont answer for it, violated return policy customer contract
vzw_customer_support
Customer Support

I understand the need of having a working device at all times! I want to make sure that your concerns are addressed Jds84! Please send me a private message with your name and mobile number. I would be happy to address your concerns!

Thank you,

LenaA_VZW
Follow us on Twitter @VZWSupport

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