Damaged Device upon Arrival[in-box]

[t_verizon_customer]

I ordered a new iPhone 12 yesterday. It arrived at lightning speed (today), and I was very excited. I opened the box, started to set it up, and noticed that it was scratched on the side aluminum. I called Verizon to see if I could get a replacement, and I was told yes and also that I could receive a partial refund. The person started issuing the partial refund, put me on hold, and LEFT ME THERE FOR AN ENTIRE HOUR! Some other random agent eventually answered and we were both confused as to how I ended up there. I ended up getting rerouted to 5+ agents and none of them wanted to honor the offer to partially refund me for the damage. I paid over $900 for a new phone, only to get one that was scratched. Unacceptable. 

Eventually, we settled on me going to my local store to get an exchange. I'm supposed to go tomorrow morning since they are already closed. However, I'm reading online that exchanges are subject to a $50 restocking fee. Am I seriously going to be charged $50 to get a replacement for a device that ARRIVED damaged?!

[t_verizon_customer]

Oh, I should also note that I spent four hours on the phone with Verizon and Lord knows how long on the live chat 🙃

[9wood]

Seems they tell you one thing and do another just my opinion but seems that you will get the restocking fee for there problem not fair in my opinion should just be a simple switch

[vzw_customer_support]

Hello, t_verizon_customer. We are concerned to hear you received a damaged device. We are eager to work with you, on what your replacement options are. What happened when you visited the store location? CourtneyM_VZW

[t_verizon_customer]

The store was not able to give me a replacement because they were not a corporate store with corporate inventory (this distinction was never made to me by any of the dozen agents I spoke with). I spent another 3 hours on the phone after going to the store to finally get to the proper department and get a damage ticket submitted. I was told to send my phone back using the label in the box or wait for the next available apt at a different store. Still no idea what's happening with the restocking fee.

[t_verizon_customer]

The store was not able to give me a replacement because they were not a corporate store with corporate inventory (this distinction was never made to me by any of the dozen agents I spoke with). I spent another 3 hours on the phone after going to the store to finally get to the proper department and get a damage ticket submitted. I was told to send my phone back using the label in the box or wait for the next available apt at a different store. Still no idea what's happening with the restocking fee.

[vzw_customer_support]

We're sorry to hear the correct expectations were not set regarding the store location, t_verizon_customer. Feedback has been sent regarding this. You can locate a corporate store here, http://spr.ly/6604Hu3Z8. All corporate stores have an asterisk next to them. I'm glad a ticket was created. Have you decided to take the device to a store location or have you shipped the device back to our warehouse? We want to assist with the next best steps. 

DanielleR_VZW

[vzw_customer_support]

I'm sorry the store you visited was not a corporate store and no one explained the difference. We would never want to waste your time and I truly apologize for the 3-hours you spend on the phone getting a ticket submitted for your damaged device. The ticket is the best step to investigate and hopefully resolve your issue. Once the ticket is completed and the issue is resolve, the fee would be credited if it was an error on our part. The representative who submitted the ticket will let you know the status once it has been completed.

I apolgoze for the delay but we will get to the bottom of this issue.