01-18-2018 05:38 AM
35 12
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  1. Seremedy's Avatar
    Bought a new pixel 2 XL thought i had the perfect phone with no screen problems etc, fast forward after 15 fays of ownership, the screen decides to stop working in one area, we go to return it and because it is one day put of return period i get a refurbished phone? No thats bull**** im calling corporate about this, not my fault my new phone which I payed for,, goes bad on its own and stops working and they go ahead and process a refurbished, that could have problems which my other refurbished phones have had
    01-15-2018 08:51 PM
  2. Mike Dee's Avatar
    Bought a new pixel 2 XL thought i had the perfect phone with no screen problems etc, fast forward after 15 fays of ownership, the screen decides to stop working in one area, we go to return it and because it is one day put of return period i get a refurbished phone? No thats bull**** im calling corporate about this, not my fault my new phone which I payed for,, goes bad on its own and stops working and they go ahead and process a refurbished, that could have problems which my other refurbished phones have had
    Did you try to see if you could swap it through Google?
    01-15-2018 08:55 PM
  3. hallux's Avatar
    I get that you were only one day outside the return period but your WERE outside the return period. They were following policy.
    SR45, Premium1, Ca_lvn and 3 others like this.
    01-15-2018 09:01 PM
  4. TwitchyPuppy's Avatar
    Your phone is under warranty anyway so they should be swapping it for a new one, or fix your screen.
    Morty2264 likes this.
    01-15-2018 09:11 PM
  5. Mike Dee's Avatar
    Your phone is under warranty anyway so they should be swapping it for a new one, or fix your screen.
    Verizon doesn't swap for new or repair
    01-16-2018 04:35 AM
  6. TwitchyPuppy's Avatar
    Verizon doesn't swap for new or repair
    Wow.. impressive
    01-16-2018 05:46 AM
  7. hallux's Avatar
    Verizon follows the manufacturer warranty - swap with refurbished if available (which is standard in the industry, nothing groundbreaking), new if not. This is not new. What the OP is complaining about is that they were one day past the return window so they had to get a manufacturer warranty claim instead of being able to return the device and get a new one.
    01-16-2018 07:02 AM
  8. radgatt's Avatar
    I think the OP should RMA the device. The process is not hard. If he does that today he could have a new device by Friday. I did that with Google when I had to remove my device. Google just needs to put a hold on a credit card until they get the defective device.
    Premium1 likes this.
    01-16-2018 07:23 AM
  9. Mike Dee's Avatar
    Verizon follows the manufacturer warranty - swap with refurbished if available (which is standard in the industry, nothing groundbreaking), new if not. This is not new. What the OP is complaining about is that they were one day past the return window so they had to get a manufacturer warranty claim instead of being able to return the device and get a new one.
    Google swaps out for new even past the return window. Not sure how far out they go.
    01-16-2018 07:27 AM
  10. Mike Dee's Avatar
    I think the OP should RMA the device. The process is not hard. If he does that today he could have a new device by Friday. I did that with Google when I had to remove my device. Google just needs to put a hold on a credit card until they get the defective device.
    I just want to add that if you are willing to ship the old one back first, no credit card is needed.
    01-16-2018 07:28 AM
  11. Seremedy's Avatar
    How could i ship a verizon pixel 2 xl to google? Its not even there pixel 2 xl, we pay $340 on verizon but probably not anymore lolol, in 2+ months that bill is paying for a whole pixel 2 , the manager even called IT and said we called yesterday about the problem and couldnt come in till the day after. We are either getting a new 2 XL like we payed for and sugned a contract, i didnt sign a contract to get a working phone that stops on its own, so this will go to corporate and i will gladly get my new 1K phone I payed for that i did nit mess up a tiny part of the screen doesnt work, or they will be missing my $340 bill every month oh well
    01-16-2018 10:36 AM
  12. hallux's Avatar
    @Seremedy Sorry, but if Verizon has refurbished in stock, they are following the letter of the warranty. I refer you to this - https://support.google.com/store/tro...8940%2C7544605

    Here is the pertinent excerpt:
    EXCLUSIVE REMEDY: If a defect arises and you return your Phone during the Limited Warranty period (which is two years for new devices and ninety days for refurbished devices), Google will in its sole discretion and to the extent permitted by law either repair your Phone using new or refurbished parts, replace your Phone with a new or refurbished Phone functionally at least equivalent to yours, or accept the return of the Phone in exchange for a refund of the purchase price you paid for the Phone. If Google repairs or replaces the Phone, the repaired or replaced Phone will continue to be warranted for the remaining time of the original warranty period. All returned parts for which you have received a replacement will become the property of Google. Nothing in this Limited Warranty will reduce or otherwise affect your statutory rights in relation to the Phone.
    Verizon is offering you a remedy that is perfectly acceptable under the terms of the warranty (which is another "contract" you agreed to when accepting the device). You can certainly try to go direct to Google and get remedy through there as either a replacement device (which may still be refurbished) or a refund of the purchase price.
    Premium1 likes this.
    01-16-2018 10:55 AM
  13. mwb1957's Avatar
    I am assuming that you were dealing with a Verizon store, corporate or authorized retailer. You may have better success if you call into customer service. If your customer service representative cannot help you ask for a supervisor.

    Good luck.
    01-16-2018 11:04 AM
  14. Almeuit's Avatar
    How could i ship a verizon pixel 2 xl to google? Its not even there pixel 2 xl, we pay $340 on verizon but probably not anymore lolol, in 2+ months that bill is paying for a whole pixel 2 , the manager even called IT and said we called yesterday about the problem and couldnt come in till the day after. We are either getting a new 2 XL like we payed for and sugned a contract, i didnt sign a contract to get a working phone that stops on its own, so this will go to corporate and i will gladly get my new 1K phone I payed for that i did nit mess up a tiny part of the screen doesnt work, or they will be missing my $340 bill every month oh well
    Whichever new carrier you go to will have very similar policies. If you are out of the return date you have to go through the manufacturer warranty. I get being upset but this isn't a Verizon only issue.
    Premium1 and DMP89145 like this.
    01-16-2018 11:16 AM
  15. Seremedy's Avatar
    Does not matter sir, I called them the day i could return it, they prompted me to try some procedures like a factory reset, safe mode etc and see if that works after a bit which i knew wouldnt but he told me to give it a shot anyway, i proceed to the next day to return this faulty device i did not buy faulty, so i either want to get out of this contract as i know where agreed to buy a device with a fault to begin with and happen on nearly the last day of my return period. Either way verizon will take a huge hit by losing $340 every month and losing the cost of buying 2+ phones a year we been with them for 6 years, they have made boat loads of money off us, funny how t mobile is now the number one liked company, as ive also seen them honor unfair mishaps of devices without hassle
    01-16-2018 11:55 AM
  16. hallux's Avatar
    The bottom line is this - you are financing the device through Verizon, this is essentially a loan you took out with Verizon to not have to pay full price up front. Yes, you bought a new phone but at some point that phone is no longer "new". As was noted above, these policies are not just Verizon trying to screw over a long-time customer, these are industry-standard.

    If you bought a new Mac with the financing Apple offers and then had a screen defect on day 15 (14 day return period) would you expect Apple to give you an entirely new computer since you're still paying for a "new" computer or would you accept it with the screen replaced? This is a similar situation and the solution is similar - Apple will repair the computer, resulting in you essentially having a "refurbished" laptop that you're still paying for as "new".

    Did the defect appear on day 14? Did you ensure they noted your account that the device was experiencing some trouble and get written confirmation? If not, you have no leg to stand on if the first noted contact was on the day after the last day of the return period. By the way, Verizon offering a new replacement within 14 days is a COURTESY, they are not bound to do that. I posted the device warranty language above, that is what they are really bound by and there is nothing about being assured a new device within the first 14 days.
    DMP89145 and Premium1 like this.
    01-16-2018 11:58 AM
  17. Almeuit's Avatar
    Does not matter sir, I called them the day i could return it, they prompted me to try some procedures like a factory reset, safe mode etc and see if that works after a bit which i knew wouldnt but he told me to give it a shot anyway, i proceed to the next day to return this faulty device i did not buy faulty, so i either want to get out of this contract as i know where agreed to buy a device with a fault to begin with and happen on nearly the last day of my return period. Either way verizon will take a huge hit by losing $340 every month and losing the cost of buying 2+ phones a year we been with them for 6 years, they have made boat loads of money off us, funny how t mobile is now the number one liked company, as ive also seen them honor unfair mishaps of devices without hassle
    I have read many stories like yours from all carriers. Do what you feel is right though. Verizon isn't really going to care about you leaving (to be honest no carrier would). The days of "I paid this much and I am loyal" are gone. You get nothing for loyalty.
    01-16-2018 12:08 PM
  18. osubeavs728's Avatar
    Either way verizon will take a huge hit by losing $340 every month and losing the cost of buying 2+ phones a year we been with them for 6 years
    Verizon earned $31.72 billion in revenue in Q3 alone last year....I'm sorry, man, but you're not even a drop in the bucket.

    Like others have said, we get you're upset, but you agreed to the replacement terms when you signed the contract. Hell, the refurbs might have some of the panels that went through the QC process (supposedly). Might have better panel luck with those anyway.
    01-16-2018 12:25 PM
  19. Mike Dee's Avatar
    How could i ship a verizon pixel 2 xl to google? Its not even there pixel 2 xl, we pay $340 on verizon but probably not anymore lolol, in 2+ months that bill is paying for a whole pixel 2 , the manager even called IT and said we called yesterday about the problem and couldnt come in till the day after. We are either getting a new 2 XL like we payed for and sugned a contract, i didnt sign a contract to get a working phone that stops on its own, so this will go to corporate and i will gladly get my new 1K phone I payed for that i did nit mess up a tiny part of the screen doesnt work, or they will be missing my $340 bill every month oh well
    I just contacted Google support through the chat menu in Settings/support.
    They will offer you standard service which means your unit gets shipped to them prior to exchange.
    Whether you get new or refurbished depends on your conversation with them.
    Attached Thumbnails verizon wireless you are an evil pos-4704.jpg  
    GSDer likes this.
    01-16-2018 12:58 PM
  20. Premium1's Avatar
    Bought a new pixel 2 XL thought i had the perfect phone with no screen problems etc, fast forward after 15 fays of ownership, the screen decides to stop working in one area, we go to return it and because it is one day put of return period i get a refurbished phone? No thats bull**** im calling corporate about this, not my fault my new phone which I payed for,, goes bad on its own and stops working and they go ahead and process a refurbished, that could have problems which my other refurbished phones have had
    It has been that way for years....
    DMP89145 likes this.
    01-17-2018 12:03 PM
  21. Premium1's Avatar
    Does not matter sir, I called them the day i could return it, they prompted me to try some procedures like a factory reset, safe mode etc and see if that works after a bit which i knew wouldnt but he told me to give it a shot anyway, i proceed to the next day to return this faulty device i did not buy faulty, so i either want to get out of this contract as i know where agreed to buy a device with a fault to begin with and happen on nearly the last day of my return period. Either way verizon will take a huge hit by losing $340 every month and losing the cost of buying 2+ phones a year we been with them for 6 years, they have made boat loads of money off us, funny how t mobile is now the number one liked company, as ive also seen them honor unfair mishaps of devices without hassle
    Should have read the fine print a little closer. Verizon (and every other carrier does the same) is doing exactly what they state, and what YOU agreed to when you financed the phone.
    DMP89145 likes this.
    01-17-2018 12:07 PM
  22. anon(5630457)'s Avatar
    A 14 day return period is just that--14 days. It's not a 15 day return period. Sorry you had an issue outside your return window.

    And I agree. Verizon is ****. That's why I left them in September for T-Mobile.
    01-17-2018 12:54 PM
  23. pkcable's Avatar
    @Seremedy take a few deep breaths bro. Ok as others have suggested try contacting Verizon Customer service by phone. Calmly but firmly explain your situation, let them know you are unhappy, BUT that you love the service you get from Verizon. Emphasize that you KNOW the person can help you resolve the matter. Win them over to your side, make them WANT to help you. Don't threaten to close your account (well you can hint, BUT emphasize how much you love Verizon service and want to remain a customer).

    This is what I would do anyways.
    cwbcpa and billchat like this.
    01-17-2018 02:18 PM
  24. Seremedy's Avatar
    Some of you just dint understand, i was going to return my phone on the last day i can, but i was prompted instructions to try and "remedy" the issue and if it did not work after some time to take it back, i would have taken it back during my last day of return policy but the assistant manager gave me instructions, so the next day with no fix i took it back, and of course my $ matters, more people switch to t mobile than verizon, they have slowly been on a decline just look at the statistics no one needs to pay 280+ a month for service, im not complaining but ill just call support for verizon since its a verizon pixel 2 xl and see what happens from there, i wont be financing a refurbished phone, if it was my fault or I damaged it then thats a whole different story period, but i did not harm the device in anyway
    Mike Dee and mmcclure0453 like this.
    01-17-2018 07:55 PM
  25. Almeuit's Avatar
    Some of you just dint understand, i was going to return my phone on the last day i can, but i was prompted instructions to try and "remedy" the issue and if it did not work after some time to take it back, i would have taken it back during my last day of return policy but the assistant manager gave me instructions, so the next day with no fix i took it back, and of course my $ matters, more people switch to t mobile than verizon, they have slowly been on a decline just look at the statistics no one needs to pay 280+ a month for service, im not complaining but ill just call support for verizon since its a verizon pixel 2 xl and see what happens from there, i wont be financing a refurbished phone, if it was my fault or I damaged it then thats a whole different story period, but i did not harm the device in anyway
    Good luck. I just don't see the "I pay this much so do what I say" working much anymore.. for any carrier.
    01-17-2018 08:03 PM
35 12

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