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Bad SIM Card in 6 day old iPhone 6
lynnzie27
Member


After a extremely disappointing experience with Verizon's chat service, I need to find out if other people are having a problem with their Verizon manufactured iPhone 6 SIM Card and ultimately, poor customer service.  I recently activated my phone 6 days ago and while at work today, my phone read "No SIM".   Suddenly realizing I had absolutely no service, I went into semi-panic mode for two reasons: (1) I travel a lot for work, and immediately was concerned this is going to be a problem.  Thankfully this did not happen two days later while en route across the country to California, and (2) my big birthday plans are somewhat thwarted as my dinner plans need to rescheduled so I can visit a VSW retail store after work (which by the way, no one can get ahold of me nor can I contact anyone).  So, that being said, I kindly explained my predicament to Tim, the not so understanding VSW chat representative.  He explained that this occasionally happens with VZW SIM cards and once I replace it, everything should be fine.  Sigh of relief! Okay, I wont be stranded next week on some dark highway without my trusty Google Maps app.  Thanks goodness!  But what about tonight?  I found this to be a major inconvenience considering the circumstances and that VZW should "man up" so to speak and take responsibility for the manufacturing of a defective product. As such, I asked for a $50 account credit.  Unfortunately, Tim wasnt able to authorize that so he offered $20.  I figured okay, its a start.  Let's meet halfway at $35.  Nope, nada, wouldn't do it!  For a measly $15, pennies for VZW, they would not step up and make the situation right.  That's half the cost it took to activate the darn phone, I thought!  So I pressed Tim again, explaining that I understood it wasn't his fault but that VZW should do the right thing considering the inconvenience and time out of my day it has already taken to determine the problem, the additional hour it will take to drive to the VZW store to replace the SIM, rescheduling dinner, and somehow finding a way to tell my dinner companions about it. I know, I know. It could be worse. But again, crickets.

Had anyone else experienced this issue and resistance to VZW to take care of their customers?!

Truth be told, unless this can be remedied, this long-time Verizon Wireless customer will be cancelling her 2-year contract agreement since I'm still within the 14-day window.  This is not what I signed up for.

Labels (1)
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Re: Bad SIM Card in 6 day old iPhone 6
Snn5
Sr. Leader

Sometimes things happen. I have definitely read, seen, and experienced much worse than a simple fix and an account credit. You did VERY well to get any amount of credit and thankfully it was a simple fix to replace the free SIM card. 

Re: Bad SIM Card in 6 day old iPhone 6
Loquat
Sr. Member

Bad things happen sometime...even though a product is new.  Don't leave out of frustration.  Remember, you picked VZW out of the other big boys for a reason.  It certainly isn't because VZW is cheaper than the others so I'd assume it's because the service at VZW is far better.  So...the credit wasn't what you wanted...but at least you got something.  I've had valid issues before and have gotten nothing...having my problem resolved without much hassle was credit enough for me...I'm sure that isn't enough for some...

Re: Bad SIM Card in 6 day old iPhone 6
Weth
Sr. Leader

You ask for $50, more than the access fee for an entire month for defective SIM? Then you say meet halfway, but your halfway is $35?!?!?   For a simple SIM replacement $20 is more than 99.9% get And more than fair.  He also is likely not authorized to offer more than that. 


You are also concerned about being stranded without coverage, but threaten to leave for others that have much poorer coverage and more likely to leave you stranded without a signal.  I call bluff on that!

Re: Bad SIM Card in 6 day old iPhone 6
lynnzie27
Member

You all bring up valid points and in the end for me it wasn't about the dollar value of the credit. Thankfully, this was the first time I had to contact customer service so that's a good thing in itself. The rep himself is really what was most disappointing between his harsh tone and rude demeanor, that's what I was most frustrated about. When I buy something so expensive, yes, I expect it to work. Not to fail within 6 days. After rescheduling my evening plans, the 5+ mile walk to and from the VZE store in cold and icey conditions wasn't what I hoped for either, but it was refreshing to take in the scenery on my way and the rep at the store was a thousand times more courteous. I 100% would have switched providers (my whole family has AT&T) if not for the gentleman at the store. In the end, I stand behind my belief that service provider semi-monopoly companies such as VZW, Comcast, etc need to stand behind what they sell and work for their customers, not the bottom line. I think we can all agree on that.

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Re: Bad SIM Card in 6 day old iPhone 6
gabsmom
Member

Same here I had this phone for not even two hours and it says this and i have no way of contacting anyone until the store opens tomorrow. While i was at work today i called the local verizon store for over an hour repeatedly and they would pick up the phone and hang up on me i have never been treated so poorly or so rude by a business i have trusted and paid to for 8 whole years with no bill paid late. I'm finally ready to switch my carrier and I'm proud of my decision!

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Re: Bad SIM Card in 6 day old iPhone 6
winterbaby18
Sr. Member

Honestly, I have never had a bad experience when I had to call VZW or interact with them using their Live Chat option.  For instance, I was charged an activation fee when on my online order it showed that I would have no activation fee.  I went ahead and started a Live Chat and told the representative what was going on.  I even offered her the Order # but she didn't take it.  She gave me the credit and we even talked about our families.

I think its rude to yell at VZW when they offered you $20 to cover the cost of the new sim.   Instead, you claim unless they give you what you demand then your leaving and inciting other customers to join in with you.

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Re: Bad SIM Card in 6 day old iPhone 6
kaebfly
Leader

SIM cards are manufactured in mass so having one fail isn't a shocker or a truly big deal. I honestly don't think you were right to try and demand a credit of any sort but congrats on getting one. I've been lucky...I haven't had a SIM card fail yet (still using the one that came with my iPhone 5 in my 6 plus). Hopefully you won't experience any more issues in the future.

Re: Bad SIM Card in 6 day old iPhone 6
vzw_customer_support
Customer Support

gabsmom,

I'm shocked to see that your device is not working! What exactly are your seeing on your device? We definitely do not want to see you leave and want you to have a working device. Certainly I would expect all our customers to be treated fairly and with respect. Getting hung up on should never happen. Let's see if we can save you a trip to the store and get your device working.

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Re: Bad SIM Card in 6 day old iPhone 6
gabsmom
Member

IT says my SIM card is not installed which I got to use it for an hour yesterday no problem and from then on nothing I tried restarting resetting and every option I found online and I don't have another phone to contact Verizon by phone on And I really don't wanna go to the store after their rudeness.

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