So I tried to return my Nexus.

[Lodingi]

Like the title states, I decided to return my Nexus. I drove to a corporate store to return the device. I was told I cannot return the device to a store, I had to ship it back via FedEx. I kindly told the manager I wanted to return the Nexus before the January 15th deadline. He again refused and when I mentioned I never had a problem returning phones in the past, he responded "our policy has changed". I debated some more to no avail. I was handed a shipping label and sent on my way.

On the drive home, I called 611. The gentleman I spoke to was very nice. I explained myself & he tried to help by calling the store I had gone to. He also got no where & noted on my account that as long as the device was shipped by the 15th, I would be fine.

Went online to find the nearest drop off location. FedEx website gave me several locations. Unfortunately, I missed the last pick up of the day. There aren't any pickups on Saturday & Sunday. So I call 611 again. I explain the story again. I ask why the corporate store wouldn't take the return. She evaded the question and said she noted on the account that as long as the phone gets shipped by the 16th, I would not be penalized.

I was going to sit back over the next couple of weeks to decide what device to get. Now I'm wondering if I believe Verizon will take the return with no penalty, or do I not take the chance & just order a replacement device before the 15th?

I would greatly appreciate your input & I apologize for the long post. Thanks.

 

[9KRacing]

Jeesh, I would have gone to a different corporate store

 

[PetuniaCarlyle]

Did you buy it from a corporate store or did you buy it from verizon online?

 

[Lodingi]

Did you buy it from a corporate store or did you buy it from verizon online?

I purchased online.

Jeesh, I would have gone to a different corporate store

I live in the Poconos and there aren't many (any) to choose from.

 

[PetuniaCarlyle]

I purchased online.

I think that is why.

 

[thebignewt]

I think that is why.

Me too. I think if you get it at a store you take it back. I think if it breaks then the store maybe could handle the warranty, but I'm not sure about that. There are now 2 different warranty companies, and the second one may only deal with you, not the store.

 

[ultravisitor]

I got a RAZR through telesales and had no problem exchanging it in store for the Nexus. I just showed them my receipt. Maybe that's because it was an exchange, though.

 

[dragon718]

Since you bought it online you have to call 611 and get transferred to internet orders. They will process the exchange for you.

Sent from my Galaxy Nexus using Tapatalk

 

[DancesWithFarts]

it doesn't matter if it was bought online or in the store, you can still return it in the store.

i've noticed the quality of cust serv (and "policy") varies greatly from one vzw store to another. if possible, just try a different store.

 

[Lodingi]

it doesn't matter if it was bought online or in the store, you can still return it in the store.

i've noticed the quality of cust serv (and "policy") varies greatly from one vzw store to another. if possible, just try a different store.

I'm really having a hard time understanding why i cannot return this device at any corporate store. Verizon is Verizon is Verizon. No?

Sent from my re-activated Charge using Tapatalk

 

[alcor34]

I bought a device online some time ago and was going to face the same problem. All i did was called in and had a very nice long conversation with a rep who then informed me that he is notating the account for me to do the return to the store instead of shipping it back. I went to the store and they were a bit tuff at first but then when they read the notes on the account and i got on the line with 611 they changed their tune and did the return. It took the dude like 2 hours because he says it's complicated when you buy online and return to the store. But all in all it got done.

 

[DancesWithFarts]

I'm really having a hard time understanding why i cannot return this device at any corporate store. Verizon is Verizon is Verizon. No?

Sent from my re-activated Charge using Tapatalk

yeah, but at some stores they're obnoxious d-bags, and at others they have great service.

i experienced your situation with the bionic-the store nearest me wouldn't return it at first within the 14 day window, then after giving me an attitude they agreed to return it but not without a $35 restock fee, so i went to another store further out and they returned it-with no questions asked.

it really sux that the quality of service varies so greatly from one store to the next, but that's the way it is.

 

[Droid800]

it doesn't matter if it was bought online or in the store, you can still return it in the store.

i've noticed the quality of cust serv (and "policy") varies greatly from one vzw store to another. if possible, just try a different store.

That's not true. Like many retailers, if you buy online, you have to return using their process. It is at the discretion of individual store management whether they will accept online equipment as a return in store. It states this very clearly on both the invoice shipped with the item, at the time of purchase, and on Verizon's website.

If you purchased your merchandise online or by phone, please follow the return instructions in your package. If you purchased your merchandise in a Verizon Wireless store, you can return it to any Verizon Wireless store. Please search Return Policy on verizonwireless.com for more details. Returning your merchandise does not automatically terminate your service. You must call Customer Service to cancel service.

 

[DancesWithFarts]

That's not true. Like many retailers, if you buy online, you have to return using their process. It is at the discretion of individual store management whether they will accept online equipment as a return in store. It states this very clearly on both the invoice shipped with the item, at the time of purchase, and on Verizon's website.

uhhh nope. i bought my bionic online and returned at local stores-3 times


call cust serv and ask if you don't believe me. they'll tell you to take it to a store.

 

[Lodingi]

That's not true. Like many retailers, if you buy online, you have to return using their process. It is at the discretion of individual store management whether they will accept online equipment as a return in store. It states this very clearly on both the invoice shipped with the item, at the time of purchase, and on Verizon's website.

If this is in fact true, I will never buy online again. In store purchases only for me.

uhhh nope. i bought my bionic online and returned at local stores-3 times


call cust serv and ask if you don't believe me. they'll tell you to take it to a store.

I'm going to call first am tomorrow. I'll let you know.

Sent from my SCH-I510 using Tapatalk

 

[DancesWithFarts]

you get right on that

 

[Droid800]

uhhh nope. i bought my bionic online and returned at local stores-3 times


call cust serv and ask if you don't believe me. they'll tell you to take it to a store.

Just because your local store decided, at their discretion like I said, to take it back doesn't mean that's the actual return policy. Verizon's return policy is what I posted above. If you buy it online, you have to return online, unless your store allows you to return it there.

 

[DancesWithFarts]

Just because your local store decided, at their discretion like I said, to take it back doesn't mean that's the actual return policy. Verizon's return policy is what I posted above. If you buy it online, you have to return online, unless your store allows you to return it there.

verizon's policies are largely subjective. like i said, find the right store.

 

[Grawbad]

I had to replace my phone. The first thing I did was call customer service. She offered to send me a new one that would have a return label for the old one. She suggested that I take it to the store however.

Now when I got to the store it seemed like the guy was trying to talk me out of getting a replacement. I remembered that the lady on the phone told me that she made note on my account and they will see it when I get there. She also mentioned that she had way more control over what be done than they do at the store.

Anyways I mentioned that I had called and she approved it and his demeanor changed from trying to stop me to jokingly trying to get someone else at the store to do it.

I got the impression that either this was an annoying process to them or there must be some drawback placed on them by the company. Similar to a gamestop employee having it count against them when someone cancels a reserve.

That's how it seemed to me anyways.

Sent from my Galaxy Nexus using Tapatalk

 

[ultravisitor]

uhhh nope. i bought my bionic online and returned at local stores-3 times


call cust serv and ask if you don't believe me. they'll tell you to take it to a store.

All that means is that the management at those stores will accept returns on phone or internet sales. I have been told explicitly by customer service that whether or not a store will take back a phone that you have ordered via phone or internet that it is up to the discretion of the management.