04-01-09 11:15 AM
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  1. cjallen1's Avatar
    I got a replacement Storm in at the end of February because my camera was broken. I was within my initial 30 days so they sent me a brand new one. I returned the old one shortly afterwards. On my next bill, I was charged 213.99 for the phone. I just got off the phone with customer service and was told I have to pay that amount now. When the old phone is received I will be refunded. Understandable I know, until I was told that, though I sent the phone back 2 day air at the end of February, it can take 2-3 months to process the return and refund me my money. Basically, I have to give them a $214 interest free loan. The rep who replaced the phone told me I would be refunded when the got the phone. He never said anything about 2-3 months. IMO, this is total BS and horrible customer service. I am getting punished because they sold me a malfunctioning phone.

    So, is this how VZW normally does things? Is there anything I can do? I spoke to a manager at customer service and was told that she was sorry, but if I didn't pay it by April 2, my bill date, my payment would be considered late which cuts into my security deposit. Anyway, I am not happy about the whole situation. It is totally unexpected and unreasonable IMO. If this is their normal procedure for replacing a phone under warranty, the customer should be warned ahead of time, really before they ever buy the phone. Anyone else had this issue?
    03-31-09 04:46 PM
  2. eissacdn31rf's Avatar
    When you're still within the 30 day wfg (Worry Free Guarantee) you should have been told to go to the store to begin with, rather than being sent out a new device.
    I have never heard of this happening in my time with Verizon, however it may happen (I just obviously don't hear about it) but typically it IS taken off your bill when we RECIEVE it, not 2-3 months later.

    Call back and get another rep.
    03-31-09 04:56 PM
  3. cjallen1's Avatar
    I was told to go to the store but my store is an agent, not an actual verizon store so they couldn't replace it. I had to call in to get it. The rep who replaced it sure made it sound like it would be taken off upon receipt like you said. I will try calling back when I get a chance.
    03-31-09 05:42 PM
  4. cjallen1's Avatar
    I just went to Fedex and tracked it. It was received on March 5th so they have definitely gotten the phone back but not processed it.
    03-31-09 05:45 PM
  5. crackalackberry's Avatar
    Let me start out by saying i am a VZW employee. SO i got my storm, needed to xchange it... cant in store had to ship it back. I was told that it could take 1-2 months to recieve the credit. it only took about a week though.... dunno why its taking yours so long though...
    03-31-09 05:53 PM
  6. eissacdn31rf's Avatar
    if you provide them with the tracking number, they also can look it up in the warehouse and VERIFY it is there (also helps if you have the ESN, if not, we clearly have in on file) and they can file a ticket to search for it, and remove the charge.
    03-31-09 06:08 PM
  7. ladymeggs's Avatar
    It is always better to deal with a company store when at all possible.
    03-31-09 06:37 PM
  8. gvillager's Avatar
    I got a replacement Storm in at the end of February because my camera was broken. I was within my initial 30 days so they sent me a brand new one. I returned the old one shortly afterwards. On my next bill, I was charged 213.99 for the phone. I just got off the phone with customer service and was told I have to pay that amount now. When the old phone is received I will be refunded. Understandable I know, until I was told that, though I sent the phone back 2 day air at the end of February, it can take 2-3 months to process the return and refund me my money. Basically, I have to give them a $214 interest free loan. The rep who replaced the phone told me I would be refunded when the got the phone. He never said anything about 2-3 months. IMO, this is total BS and horrible customer service. I am getting punished because they sold me a malfunctioning phone.

    So, is this how VZW normally does things? Is there anything I can do? I spoke to a manager at customer service and was told that she was sorry, but if I didn't pay it by April 2, my bill date, my payment would be considered late which cuts into my security deposit. Anyway, I am not happy about the whole situation. It is totally unexpected and unreasonable IMO. If this is their normal procedure for replacing a phone under warranty, the customer should be warned ahead of time, really before they ever buy the phone. Anyone else had this issue?
    Call back and speak to another rep. Explain the situation. If they still refuse to remove the charge make sure you get their name and the names of their manager, associate director, regional president, area president, and all their email addresses. Do not let them off the line till you have all their information. It's important to remain calm, respectful, level headed, and PERSISTENT with everyone. Then write an email and carbon copy everyone contact you have. Provide as much detail as possible... mobile telephone numbers, account numbers, and receipt numbers etc. Advise them that you expect a resolution within one week. If you don't have a resolution in a reasonable amount of time then you file a complaint with your state Attorney Generals office.
    03-31-09 06:39 PM
  9. eissacdn31rf's Avatar
    I don't believe complaining to anyone higher than a CS rep will resolve anything, based on the fact it IS policy.. so, you can try emailing and complaining and getting some Attourney General action going on, but I doubt 1. it will scare the rep into doing anything or 2. make the process move any faster.

    edit: let alone CHANGE the policy.. ya know?
    edit #2: bit of an overkill, don't you think?
    Last edited by eissacdn31rf; 03-31-09 at 06:44 PM.
    03-31-09 06:42 PM
  10. TwinsX2Dad's Avatar
    Question- have you checked your balance due on the website? The bill may have generated before the phone was processed.

    When that has happened to me & tracking confirmed receipt, I'd wait a few days then check MyVerizon. If it still didn't show, I'd call billing & they would put a hold on charges for a bill cycle.

    And if they didn't, it wouldn't be a big deal - next bill would just be cheaper.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-31-09 06:47 PM
  11. gvillager's Avatar
    I don't believe complaining to anyone higher than a CS rep will resolve anything, based on the fact it IS policy.. so, you can try emailing and complaining and getting some Attourney General action going on, but I doubt 1. it will scare the rep into doing anything or 2. make the process move any faster.

    edit: let alone CHANGE the policy.. ya know?
    I know from experience. It works. Over the years I've had to do this 3 times with other companies (Best Buy, Comcast, and Fidelity Investments). Just because it's their "policy" doesn't mean it's a good policy and doesn't need to be changed.
    03-31-09 06:49 PM
  12. Terrigno's Avatar
    The same issue happened with me. Although the $530 amount was charged to my credit card. They finally refunded the money back after about 3 weeks of them recieving the phone.
    03-31-09 06:58 PM
  13. eissacdn31rf's Avatar
    I know from experience. It works. Over the years I've had to do this 3 times with other companies (Best Buy, Comcast, and Fidelity Investments). Just because it's their "policy" doesn't mean it's a good policy and doesn't need to be changed.


    Worst kind of customer ever. Policy is policy. One person (or multiple people, see: gps thread) will not make a company typically change their policy.


    this is the most ridiculous thing I have probably read all day.
    03-31-09 07:08 PM
  14. gvillager's Avatar
    Worst kind of customer ever. Policy is policy. One person (or multiple people, see: gps thread) will not make a company typically change their policy.


    this is the most ridiculous thing I have probably read all day.
    Policy is policy? Now that is the lamest thing I've read all day. There is absolutely no reason for VZW to take several weeks/months to process a refund. I don't care if anyone thinks I'm the worst customer ever. Fix the procedure and they wouldn't have to deal with me.
    03-31-09 07:22 PM
  15. TwinsX2Dad's Avatar
    Policy is policy? Now that is the lamest thing I've read all day. There is absolutely no reason for VZW to take several weeks/months to process a refund. I don't care if anyone thinks I'm the worst customer ever. Fix the procedure and they wouldn't have to deal with me.
    Believe it oe not, ALL carriers are similar in this regard. The receiving center is typically third-party (possibly sourced through the manufacturer) and the credit doesn't get issued until they show it was returned in proper condition.

    Were there parts missing, by chance?

    One to two billing cycle quotes are because of overlap with billing cycles, but VZW normally shows credits immediately, or no more than 24 hours later.

    No carrier will issue a credit until they have confirmation of return - not AT&T, not Sprint, not T-Mobile, not Helio and not USCellular. Cricket/MetroPCS charge you upfront, requiring a credit card, then will credit you when then feel like it - could be a full 90 days. There are too many times where a credit gets issued and the item not returned, which means they must then reissue a charge, which is illegal in some jurisdictions.

    So don't make it sound like this is a VZW thing. The alternative would've been to send it back, wait for them to receive it, then send you another.

    Get over it. This is standard business practice at nearly every place except maybe Nordstrom. If you don't mind paying Nordstrom prices, you wouldn't be caring about $200 anyway.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-31-09 07:35 PM
  16. eissacdn31rf's Avatar
    Deal with the procedure, or go to a different company with a different one. That's how I see it.
    03-31-09 07:37 PM
  17. TwinsX2Dad's Avatar
    Deal with the procedure, or go to a different company with a different one. That's how I see it.
    Yes and have fun finding one.

    I get suspicious when people come here & take their anger, reasonable or unreasonable, out on people in this forum.

    As if anyone here can fix their issue.

    Kind of silly & childish if you ask me.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-31-09 07:46 PM
  18. cjallen1's Avatar
    I wasn't taking my anger out on anyone. I was just wondering if this is a normal thing or if I am getting hosed here. I am a college student and having to pay $214 and then waiting until next billing cycle is a very big deal to me and severely cripples my budget for April. If I could afford to pay then wait for a refund, it wouldn't bother me so bad. Thanks for those who have had reasonable responses.
    03-31-09 07:52 PM
  19. gvillager's Avatar
    No carrier will issue a credit until they have confirmation of return - not AT&T, not Sprint, not T-Mobile, not Helio and not USCellular.
    You know thats not true. Exceptions are frequently made.

    So don't make it sound like this is a VZW thing.
    I know it's not a VZW thing, it's not even a cellular thing. It's corporate America in general.

    Get over it. This is standard business practice at nearly every place except maybe Nordstrom. If you don't mind paying Nordstrom prices, you wouldn't be caring about $200 anyway.
    It might be standard business practice but that doesn't make it reasonable. The OP shouldn't have to pay for something that has been returned. It's that simple.
    03-31-09 07:59 PM
  20. eissacdn31rf's Avatar


    I know it's not a VZW thing, it's not even a cellular thing. It's corporate America in general.
    But no big deal, you can make each company change their policy one at a time through the Attourney General.. right?
    03-31-09 08:46 PM
  21. gvillager's Avatar
    But no big deal, you can make each company change their policy one at a time through the Attourney General.. right?
    I don't care what the policy is or if they change it. All I would be concerned about is not having to pay for a phone that has been returned. This situation would likely never get to the AG. VZW would resolve it internally either by finding the package or making an exception.
    03-31-09 08:58 PM
  22. eissacdn31rf's Avatar
    I don't care what the policy is or if they change it. All I would be concerned about is not having to pay for a phone that has been returned. This situation would likely never get to the AG. VZW would resolve it internally either by finding the package or making an exception.
    Right, and if you provide them with the information (tracking number and esn) they can find it. There's no need for a supervisor, a name, a district manager, an attourney general etc.
    Just a basic "here's my information, can you please find it?" works. Truly, it does.
    03-31-09 09:01 PM
  23. gvillager's Avatar
    Right, and if you provide them with the information (tracking number and esn) they can find it. There's no need for a supervisor, a name, a district manager, an attourney general etc.
    Just a basic "here's my information, can you please find it?" works. Truly, it does.
    I agree, the vast majority of the time it's a smooth process. If the OP doesn't have the tracking number and the package is never found then a refund is unlikely and shouldn't be given.

    However, assuming that the customer has the tracking number and the package has been delivered and signed for they should not have to wait 2-3 months for a credit.
    03-31-09 09:15 PM
  24. TwinsX2Dad's Avatar
    You know thats not true. Exceptions are frequently made..
    Maybe so - if you have good credit. As I mentioned previously, they've made exceptions for me. But hey, I've never been late with a payment - as soon as I see the bill, it is paid in full.

    I know not all can do this, but that is a deserved benefit of excellent credit and if the company chooses to extend you that credit, it is completely up to them and not you.

    Did you ever check MyVerizon to see if the credit has been issued?



    I know it's not a VZW thing, it's not even a cellular thing. It's corporate America in general.


    It might be standard business practice but that doesn't make it reasonable. The OP shouldn't have to pay for something that has been returned. It's that simple.
    It is as reasonable as it is dictated by normal market pressures and loss prevention practices. Again, the better your credit, the less of a risk they will see and they might go the extra mile for you.

    However, if you have a poor payment history or are a new customer (not saying this is your situation), they may not choose to take the risk - no matter what you or anyone else might think to the contrary.

    If you find something unreasonable in business, either find another source for what you want to purchase or write to the company. VZW does offer a very receptive staff of folks wanting to hear ideas from customers - check their site for details. A better idea would be to write them the old-fashioned way, using pen/paper & a stamp.

    To demand that a company change its ways, when the vast majority of customers have no issue with those ways and those ways are similar to what competitors use, can be seen as a socialist mindset (have to protect the little guy even while raping them).

    Competition works. Forcing a company to do something that others do not do only raises costs and everyone suffers.

    And when it comes down to you suffering for a month or two and seeing all of our rates go up, you can imagine which one I'd choose.

    This does not mean I don't care about your situation. I am only trying to maintain some reason here. And, as I said before, we can only give advice & direction. Only you interacting directly with VZW can fix it.

    Posted from my CrackBerry at wapforums.crackberry.com
    03-31-09 09:50 PM
  25. gvillager's Avatar
    It is as reasonable as it is dictated by normal market pressures and loss prevention practices.
    There are two simple ways they can fix this.

    The first one is to hire more people to process the returns so that they can be done in a timely manner. This is unlikely to happen because it does increase costs and I know VZW has to maintain their profit margin for their shareholders (I completely understand this and am 100% in favor of VZW maintaining their profit margins).

    The second thing they could do is extend the amount of time they wait to charge a customer full retail for equipment that was supposed to be returned (knowing how backed up the warehouse is on processing returns). I think this would be a reasonable practice and as a business owner I would be in favor of it.


    Again, the better your credit, the less of a risk they will see and they might go the extra mile for you.
    I agree, having a good payment history helps a lot.

    If you find something unreasonable in business, either find another source for what you want to purchase or write to the company. VZW does offer a very receptive staff of folks wanting to hear ideas from customers - check their site for details.
    I 100% agree with this.


    To demand that a company change its ways, when the vast majority of customers have no issue with those ways and those ways are similar to what competitors use, can be seen as a socialist mindset (have to protect the little guy even while raping them).
    As I've stated in a previous post. I don't care if they change their policy. If I were in the OPs situation I'd just simply want them to not charge me for a phone that has been returned.
    03-31-09 10:20 PM
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