God help you if you get a defective phone....

[coldRooster]

I did not say it was your fault, but, based on your own description of events, I believe that you overreacted. I've already explained why.

You keep bringing up a car analogy which, as I say, doesn't really fit, but if your car needs warranty repair you don't have to bring it to your dealer - you can bring it to any dealer licensed to do warranty work for the manufacturer. (Another way the analogy fails.). But here's one where it kind of works: you can't demand a new replacement car when there is a defect in delivery. The manufacturer will see that your car is repaired or it will fall under lemon laws, which means that the dealer (not the manufacturer) has to take it back and return your money, not replace it with a new car - which you could have done with your phone within 14 days. And if the dealer had a special deal that had expired by the time you returned the car, as you say about Verizon's unlimited data plan changes in your case - you won't necessarily get that special deal again from your car dealer if you return a lemon and buy a new one when the deal expired.

Again, I feel bad for you. Nobody deserves to have a bad phone delivered, and you certainly suffered some bad luck, and I hope you get the money issue settled without having to go to court.

You're welcome to your opinion but as I stated above, I work for Verizon and it's the best analogy to go with for most everyday people. If you have a different one good for you.

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[metacuate]

I work for Big Red so I'm quite aware how it works but thanks for your not so valuable input.

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Ah, so you are that tier one advisor I always skip.

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[Hgouck]

Don't argue with angry people. They don't change their minds and they only try and justify why they should be angry.

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[coldRooster]

Ah, so you are that tier one advisor I always skip.

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Lol. You're one of those customers.

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[lephils]

Ha ha, I'm sorry for the OP, but that's a fun thread.

 

[Jaingo5150]

I didn't break my phone. It was shipped to me DEFECTIVE. Why is this so difficult to understand? I powered it on, went through the setup process, and immediately it started randomly disconnecting from the cell network. Sometimes it required a phone restart to get the network back at all. Other Verizon phones right next to mine had none of those problems. Verizon tech support determined that it was a defective phone right out of the box. In BOTH CASES, you go back to the seller to get warranty/replacement, not the manufacturer. Again, why is this so difficult to understand?

Your proof of delivery date is when your 14 days start. So really, you had plenty of time.

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[Jaingo5150]

Lol. You're one of those customers.

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Love this response... Dealing with the generally uninformed public is so dang tedious.

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[jonstrong]

Sorry to hear about your bad experience. We purchased 3 Turbo 2's in November from a Verizon corporate store -- or, more accurately, 3 codes to use on the Moto Maker website. All 3 phones were processed and delivered quickly, but one failed within a week. I went back to the Verizon store, and learned that since I used Moto Maker and was drawing from Motorola's inventory -- NOT Verizon's, I'd have to get the replacement from Moto and return the old phone to them as well -- NOT Verizon.

It did seem annoying at first, but it also made sense. They must really be managing inventory separately for Verizon vs. Moto, and replacement transactions don't seem to cross this divide. Anyway - I called the Motorola support number and after about 10 minutes of being walked through a pre-written customer support script, the tech I was speaking with agreed that the phone was indeed broken, and emailed be a new code while I was still on the phone.

We got back on Moto Maker, filled in the code, and had the replacement phone even faster than the original one -- It think it took about a week all told. Overall, it was a new customer service experience for me, but in the end it was actually pretty positive considering that we were dealing with two custom-made devices assembled based on my preferences.

 

[dpham00]

To provide some useful help... You can contact Lowell Mcadam, ceo of Verizon. He won't answer directly but it would go to Verizon executive relations who would be much better able to assist you.

Optionally you can file a claim with the bbb and /or state ag, which would also go to Verizon executive relations.

In your situation, going through regular channels would be difficult.

 

[dpham00]

https://m.reddit.com/r/verizon/comments/32pwb8/got_a_problem_email_the_ceo_verizons_executive/