1. MrBanx's Avatar
    So i bought the Verizon BB Curve 2 (8530) on 8/4/2010, got dust under the screen within 2 weeks, tried going to a local store to get a replacement new phone, they didn't have any in stock so they're going to mail me a new phone..

    I receive the "Like-new" refurbished phone. This is unacceptable i bought a new phone it and should be replaced with a new phone not some used previously defective phone. Even if they say it went through a 100 point inspection, i bought a new phone, i should get a new phone. simple as that.

    Does anyone know how to convey this simple logic to a Verizon rep? After work i am going back to the same store and hopefully escalating this up to management.

    Does anyone have any other suggestions?

    I wont be removing any parts myself since i don't have the most gentle touch and will definitely snap this screen (i've seen the video's, and pretty sure that voids warranty)
    08-27-10 02:56 PM
  2. Super_Mario's Avatar
    If you are within your 30 day WFG time frame, (30 days from date of purchase), you most definitely can get a new phone. Either go to the store you purchased the phone from or call in. I don't know why you have to have a fit and "escalate", just act like a normal person, and ask. That simple. If you are over 18 and have at least a moderate IQ you should be able to handle acting like a decent person. Because the rep you want to yell at didn't put the dust under the screen, you did. The rep you want to "convey simple logic" to didn't make the phone, RIM did. Ask nicely and I am sure you will get what you need.
    08-27-10 03:13 PM
  3. Itzdatdude's Avatar
    Well I have been to a few VZW stores and have seen where "having fit" seems to work rather than "the normal person" routine.

    I took my moms phone to be looked at. They told me what was wrong and to come back to get it in an hour. This man was having an issue about his phone. He was there before I got there and he was very polite and well mannered.

    When I got back about an hour later the police was there and the man was very hostile lmao.

    But in the end he got what he wanted. So I guess sometimes "having a fit" works. LMAO
    08-27-10 03:40 PM
  4. pkcable's Avatar
    Almost ALWAYS being calm and rational works too, expecially when you are right, and in this case the OP is.
    08-27-10 03:52 PM
  5. Itzdatdude's Avatar
    Oh I definitely know that being calm and rational (especially when you are right) works too. I was just talking about one time that the having a fit routine actually worked.
    08-27-10 03:56 PM
  6. pyrus's Avatar
    So i bought the Verizon BB Curve 2 (8530) on 8/4/2010, got dust under the screen within 2 weeks, tried going to a local store to get a replacement new phone, they didn't have any in stock so they're going to mail me a new phone..

    I receive the "Like-new" refurbished phone. This is unacceptable i bought a new phone it and should be replaced with a new phone not some used previously defective phone. Even if they say it went through a 100 point inspection, i bought a new phone, i should get a new phone. simple as that.

    Does anyone know how to convey this simple logic to a Verizon rep? After work i am going back to the same store and hopefully escalating this up to management.

    Does anyone have any other suggestions?

    I wont be removing any parts myself since i don't have the most gentle touch and will definitely snap this screen (i've seen the video's, and pretty sure that voids warranty)
    this is a common polocey across all cariers...im not sure about VZW but at T-mobile theres no way we can change it all the replacemnt phones are orderd threw a automated system we cant phyisicaly change it to send a new phone or a refurb its whatever is available im not sure about instore but i know they cant give out new phones out of the store stock with us but i feel you for sure i hate haveing to send people refurb phones when they just bought one a month ago
    08-27-10 03:59 PM
  7. E_Brown's Avatar
    Your still in your 30 days. Return it for a bold. That's what I would do.

    Posted from my CrackBerry at wapforums.crackberry.com
    08-27-10 09:15 PM
  8. EnergyPlus's Avatar
    Oh, please....get real. Escalate? Are you serious? If this is legit, then simply go to your store, and calmly point out that you're within the 30 days. Their policy states that they'll give you a new phone. No biggie, end of story. That is, unless you're pointing to some pinpoint little spot or something silly like that. Otherwise, you're fine to get a new one.
    Last edited by EnergyPlus; 08-27-10 at 09:25 PM.
    08-27-10 09:23 PM
  9. pyrus's Avatar
    i havent been a VZW customer very long so im not sure is it really 30 days?...when i was with sprint as a customer the yonly gave me 14 and i work for T-mo and we only give 14 days as well only cali gets 30 days because its a law there evry other state gets 14
    08-27-10 09:43 PM
  10. Jude526's Avatar
    When a customer upgrades OR is a new customer with Verizon, they have 30 days on the phone. And if there is an issue with it within the 30 days, it can be exchanged on store level. I upgraded on the Bold July 28th. Unforuntately, the trackpad was defective. I went into the store and they switched it for a new Bold.
    Also, if they are out of a device, usually they will call a store in the area to see if they have it in stock.
    If the OP is within the 30 days, he should by all means get a new device, not the refurbished. And by the way, I have had refurbished and they do go through a very extensive testing.
    I think it is very rude to throw a fit at a rep. Like Mario stated, they didn't make the phone, nor did they cause the issue with the phone. They are doing their JOB.

    There are way too many people out there who think they can take advantage. This is why Verizon did away with the fru policy. You give a customer an inch, they are going to go for the mile. I have been a rep and it is really mind blowing just how rude some customers can be. You think the rep can do just want you want and if it isn't to your liking, just raise a fit.

    What happened to common respect and courtesy ? A reasonable issue can be resolved. I have seen customers do very sneaky things thinking they can get a new phone. It is time the the customer take responsibility for how they take care of their device. I know problems arise and it can be frustrating and there are issues that do happen and the customer isn't at fault. Dropping in the toilet and not having insurance.........you are out of luck. Insurance will cover it. It isn't the store's responsibility.........that is just one issue I had to face and the customer was yelling at me as he was throwing his phone in my face. Sorry, police came and he was escorted out. I do not have to deal with that. No one should.

    Seems it doesn't matter what retail position you are in. Customers can be really rude. I am a manager and the stories I get over excuses.......sorry, I can read right through you I am polite but no returns unless a receipt and a valid reason.
    Return after return after return.......it is a form a theft if you think about it.
    08-27-10 10:36 PM
  11. EnergyPlus's Avatar
    Yep, yet another of the reasons I have been a VZW customer for over 10 years. Here's their policy, direct from their website:

    "This policy applies to all new and Certified Pre-Owned wireless device and accessory purchases except Prepaid wireless devices, which are governed by the Verizon Wireless Prepaid Return Policy.

    We will gladly accept returns or make exchanges on all wireless devices and accessories purchased from Verizon Wireless within 30 days of purchase. The wireless device or accessory must be in the original box with all components, in like-new condition and accompanied by the original receipt. A restocking fee of $35 applies to all wireless device returns and to all wireless device exchanges (excluding Hawaii)."
    I will add that I've never been charged the restocking fee.

    i havent been a VZW customer very long so im not sure is it really 30 days?...when i was with sprint as a customer the yonly gave me 14 and i work for T-mo and we only give 14 days as well only cali gets 30 days because its a law there evry other state gets 14
    08-27-10 10:39 PM
  12. pyrus's Avatar
    When a customer upgrades OR is a new customer with Verizon, they have 30 days on the phone. And if there is an issue with it within the 30 days, it can be exchanged on store level. I upgraded on the Bold July 28th. Unforuntately, the trackpad was defective. I went into the store and they switched it for a new Bold.
    Also, if they are out of a device, usually they will call a store in the area to see if they have it in stock.
    If the OP is within the 30 days, he should by all means get a new device, not the refurbished. And by the way, I have had refurbished and they do go through a very extensive testing.
    I think it is very rude to throw a fit at a rep. Like Mario stated, they didn't make the phone, nor did they cause the issue with the phone. They are doing their JOB.

    There are way too many people out there who think they can take advantage. This is why Verizon did away with the fru policy. You give a customer an inch, they are going to go for the mile. I have been a rep and it is really mind blowing just how rude some customers can be. You think the rep can do just want you want and if it isn't to your liking, just raise a fit.

    What happened to common respect and courtesy ? A reasonable issue can be resolved. I have seen customers do very sneaky things thinking they can get a new phone. It is time the the customer take responsibility for how they take care of their device. I know problems arise and it can be frustrating and there are issues that do happen and the customer isn't at fault. Dropping in the toilet and not having insurance.........you are out of luck. Insurance will cover it. It isn't the store's responsibility.........that is just one issue I had to face and the customer was yelling at me as he was throwing his phone in my face. Sorry, police came and he was escorted out. I do not have to deal with that. No one should.

    Seems it doesn't matter what retail position you are in. Customers can be really rude. I am a manager and the stories I get over excuses.......sorry, I can read right through you I am polite but no returns unless a receipt and a valid reason.
    Return after return after return.......it is a form a theft if you think about it.
    EXACTLY!!!
    i take tech support calls all day and its amazeing when your not face to face with someone how they will treat you and the things they say its ridiculous some times i love it when the first thing i hear after my "hello thank you for talling T-mobile Blackberry Dept. can i pleas have you 10 digit phone number" is "My phone is broke you need to send me a new one right now" when you drop the face to face people regress to acting like children and throwing temper tantrums if they dont get what they want...now not all customers are like this especialy working BB support i dela with alot of It guys form Big Buisnesses they are great to talk to so its not all bad but its crazy some of the things people will say to get what they want...ive literly had my life threated with both legal action and physical theats before its a interesting job but i like it some of the time...sorry for the long off topic rant
    08-27-10 11:23 PM
  13. BBSeattle's Avatar
    Do not let VZ send you a replacement if you are within the 30 days. A store is OBLIGATED to replace with a new one. VZ will send you a refurbished phone.
    09-05-10 11:15 AM
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