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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Replacement Device and Customer Service
shananamya
Member

I have been a verizon customer for over 10 years, I have had a Iphone for most of those years (9 years).  This has been the first year that I must say, there policy or customer service to replace a device is horrible! I purchased a NEW phone (not refurbished) in February 2020 and have had problems with it since it came out the box. I have done troubleshooting more than 3 times over the last 4 months.  Each time I call, the rep makes me do the same steps even though they can see in their notes I have done all of these before and they did not help! My warranty is still in effect, I just want to replace my phone. The audio and battery are useless.  Even though I paid for a new phone only a few months ago, Verizon will only replace it with a refurbished phone...Go figure! This has been the worst experience I have had with them in my 10 years using their services. I am definitely looking into other provides at this time.

Thanks alot Verizon, service and loyalty goes a long way! 

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Re: Replacement Device and Customer Service
Tigerstep
Sr. Member

Other providers are going to get you the same result for replacements. Even in other tech industries, it's not unusual to get a refurbished replacement.

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Re: Replacement Device and Customer Service
vzw_customer_support
Customer Support

We appreciate your loyalty as our customer shananamya and would never want to see you leave. Although we handle the warranty process to make it easier for our customers, the warranty is provided by the manufacturer of the device. If the device has a defect, you do always have the option to get your current phone repaired through Apple if you do not wish to receive a warranty replacement. We can definitely take a closer look at the issue you are having. Can you tell us what specific audio and battery issues you are having?

 

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Re: Replacement Device and Customer Service
pbasham0001
Member

My daughter lost her phone at a funeral. I thought I had all of my lines insured.  The multi line protection plan was offered to me because I assumed the agent had my best interest in mind. This was not the case. I was scammed, lied and deceived by Verizon.  I have been with Verizon for over 10 years.  I went back and forth with customer service with Asurion and Verizon for 2 days, being on hold for 90+ minutes.  To be told that there is nothing neither  can do to help me.  IF I WAS AWARE THAT ALL OF MY LINES DID NOT HAVE INSURANCE, I WOULD HAVE INSURED THEM before trying to place an insurance claim.  I thought the multi line device program protected my whole family not only 3 members.   This is a scam by Verizon.  

Thanks not treating me with loyalty like I have been to Verizon

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Re: Replacement Device and Customer Service
vzw_customer_support
Customer Support

This information is listed on our website, and in your application, as well as on Asurions website. If you have any questions on the details of any of your services, we are here for you around the clock. We assure you we aim to be upfront, and there is no reason an agent would want to add this, as it would not benefit them to switch you from this to another insurance or the other way. This is why the price of the insurance for the account is the cost of three lines of insurance. It covers up to 3-devices in a 12-month span. However, this can be any three devices on the account, and all devices on the account would be eligible, and covered once added. 

 

VZW_Robert

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