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Cracked screen at delivery
Enthusiast - Level 1

I ordered my note 8 on 11/12, it was delivered 11/15. I got it out of the box around 6pm and took the screen cover off. I noticed a scratch in the brand new phone screen and noticed a chip in the top right side of the screen. I contacted Verizon and was told that a new device would be shipped. On 11/16 around lunch time I had not received any email and my account didn't reflect this information. I contacted Verizon again about this. I was told that they would send an email after the investigation was completed. I don't understand what investigation needs to be done. Verizon sent me a brand new device that is damaged. I'm upset with this process because this phone is very expensive and I expected it to be damage free since it's brand new. Anybody else have this issue and have any advice? I'm ready to have my new phone but am not happy with Verizon at this point.

Re: Cracked screen at delivery
Specialist - Level 3

Good luck getting a brand new replacement.  VZW usually replaces phones with refurbished ones.

Re: Cracked screen at delivery

did you take it to a store before you activated the phone??

Re: Cracked screen at delivery
Enthusiast - Level 2

Just for clarification, did you return the defective device? Because it will be difficult for Verizon to ship you a replacement device without having verification of the damage on the originally shipped phone.

If you have returned it, call the Customer Care department with your order number and location code for the original order made. Also have in hand your receipt for your return. These means of verification will make for a very quick and easy replacement process.

So sorry to hear about the damage!

When things like that happen, though, it does beg reminding ourselves: you can rest assured that neither FEDEX nor Verizon deliberately sent damaged equipment.

Re: Cracked screen at delivery
Master - Level 1

When you received the phone was there any damage to the original box that it came with.

Was it delivered by fedex or some other carrier? Did you sign for it or someone else at your home?

You have to understand where Verizon is coming from as far as their investigation goes.

I am sure they get complaints like yours all the time. I do not work for Verizon or have any affiliation with

them other than to pay them for their service on my phone.

You are not the first person to come on here with this type of problem right out of the box.

It is also on Samsung's forum stating the same problem. From what I have read most people get

a new phone or a refurbished one. Most of the people that said they got another phone have not said

which type of phone they received ( Refurbished or New ) If you have not sent the phone back to them yet

I would take pics of it so that there is no problem later on the extent of the damage to your phone. 

Good luck and keep us posted on how this has been dealt with.  

Re: Cracked screen at delivery
Enthusiast - Level 1

I visited the Verizon store, showed them the phone and explained the situation. They replaced the phone with a new one and set everything up for me. From now on I will deal with the Verizon store vs the online/phone services.