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new phone replaced with refurbished phone
Ringo411
Enthusiast

Bought a new google pixel 3 phone and few months ago and got the insurance. My phone stopped ringing so I took it back to the store.They couldn't  fix it so they called and got a replacement. Sounds good except the replacement is a refurbished and I am still paying on a new phone. I was never told my replacement would be a refurbished when I got the insurance. Nobody reads tons of paperwork wat checkout. I was simply told I would get a replacement. You just assume if you re paying on a new one, you would get a new one. I don't care if it's been inspected. Verizon is charging me for something I don't have anymore. Not at all happy. I'll never buy directly from verizon again. I could see if my phone was old or I wasn't paying on it anymore. I don;t understand how you can keep billing someone the price of a new phone when you are replacing it with an old one. I have been a Verizon customer for years but it may be time to change. So disappointed!

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Re: new phone replaced with refurbished phone
Tigerstep
Specialist

Dunno what you're expecting Verizon to do with that I'll switch to a new carrier bluff. All carriers do this.

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Re: new phone replaced with refurbished phone
UpstateWinds
Contributor

Says right in the terms of service

Covered devices: Your device and standard accessories1 (if included in the loss) are covered if lost, stolen or damaged2 and/or experiences a post-warranty defect.3 Your replacement could be new or refurbished. Same color and features are not guaranteed in your replacement device.

https://www.verizonwireless.com/support/device-protection-legal/

Motorola Z3 on the Verizon network.
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Re: new phone replaced with refurbished phone
Ann154
Super User
Super User

Your month old or however long you have had it phone is not new anymore. It is a used phone. The paperwork for warranty and insurance replacements clearly stated the replacement is a refurbished item. You could have also contacted the manufacturer directly to arrange for shipping your phone to them for a warranty repair. 

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

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Re: new phone replaced with refurbished phone
mama23dogs

@Ringo411 wrote:

Bought a new google pixel 3 phone and few months ago and got the insurance. My phone stopped ringing so I took it back to the store.They couldn't  fix it so they called and got a replacement. Sounds good except the replacement is a refurbished and I am still paying on a new phone. I was never told my replacement would be a refurbished when I got the insurance. Nobody reads tons of paperwork wat checkout. I was simply told I would get a replacement. You just assume if you re paying on a new one, you would get a new one. I don't care if it's been inspected. Verizon is charging me for something I don't have anymore. Not at all happy. I'll never buy directly from verizon again. I could see if my phone was old or I wasn't paying on it anymore. I don;t understand how you can keep billing someone the price of a new phone when you are replacing it with an old one. I have been a Verizon customer for years but it may be time to change. So disappointed!


This is SOP with all warranty and insurance.   You can google the warranty terms on other carrier websites and see they are the same.  
   Carriers have warranty agreements with manufacturers that limit how they replace your phone.  
    Your alternate option is to contact the manufacturer and replace directly with them.   The difference is the manufacturer won't send you a replacement first.  

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Re: new phone replaced with refurbished phone
vzw_customer_support
Customer Support

Ringo411, we hope that your replacement phone is working well for you. As a consumer, I know that most of us do not read through all of the paperwork at the time of purchase. However, the hope is that you do review everything and as we do offer a 14 day Worry Free Guarantee, from the date of original purchase, you do have the opportunity to read through all details within that time. The insurance carrier also sends documents out explaining the insurance coverage within 30 days of adding the coverage. If this replacement was a warranty replacement, the device is actually replaced with the manufacturer warranty, we simply facilitate this change rather than having our customers send the phone to the manufacturer and wait for the phone to be repaired and sent back. This helps to ensure that our customers have a device in hand as quickly as possible rather than being without a phone for weeks at a time. Details are available at https://www.verizonwireless.com/support/certified-like-new-replacements/. If you are experiencing any issues with this device, please let us know.

LorenB_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

 

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