So I tried to return my Nexus.

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PaulDroidR2D2 said:
When I had my bb (lol, SwiftKey auto correct wanted to make that bs... How appropriate is that?) Storm, at the time when I was having an assortment of problems, tech support made a note on my account so that I could exchange the phone at my local VZW store. I had purchased the phone online.

Not a bad thing for them in the long run. I established a relationship with the staff at that store and have now made the majority of my purchases there.

Sent from my Galaxy Nexus using Tapatalk
Click to expand...

Actually, your experience was policy right up until March 31st 2011.

http://www.droid-life.com/2011/03/31/verizon-changes-certified-like-new-replacement-program-phone-protection-plans-now-a-must/

Seems on that date Big Red decided to centralize things. This has a variety of advantages for Verizon.

1) No need to distribute certified like new inventory for all available phones to each and every corporate store. By keeping inventory centralized, significant cost savings right here.

2) More objective appraisal of returned phone condition. Per the above link, a scratched and scuffed phone will trigger an additional fee for the replacement. By removing this step from the front-line employees (who might be more inclined to give the phone a more optimistic condition rating because the customer is right there) Verizon avoids situations where a customer brings in a beat to hell device with trumped up problems and walks out with a pristine certified like new device.

3) By making the process 'less easy' (poor choice of words) people may think twice about returning their phone. In theory, only those that truly want a replacement device would be willing to jump through the extra hoops Verizon has laid out.


As a consumer and customer of verizon, I agree all this is a PITA. As an objective bystander, I can't help but concede this is a shrewd move on their part.
 
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donnydiode said:
i had the same problem with our local corporate store i filed a Better Business complaint i did get a call from verizon in pa but they couldnt make any commitments i told BBB that they are trying to drag it out past jan 15 so im locked in my initial phone was bad and the second locked up on the firmware update 4.0.2 make sure you file a complaint so they dont try to screw others over verizon has to reply to BBB acording to BBB's email
Click to expand...

So you filed a complaint because you didn't read your invoice?

Sent from my Galaxy Nexus using Tapatalk
 
donnydiode said:
i had the same problem with our local corporate store i filed a Better Business complaint i did get a call from verizon in pa but they couldnt make any commitments i told BBB that they are trying to drag it out past jan 15 so im locked in my initial phone was bad and the second locked up on the firmware update 4.0.2 make sure you file a complaint so they dont try to screw others over verizon has to reply to BBB acording to BBB's email
Click to expand...

lol, what is it with everyone these days? Everything is a conspiracy. Verizon is conspiring against you, withholding an update till past your return date so you don't return your phone? So you file a complaint with the BBB? Are you serious?!

The return policy is clearly laid out when you got the device. You agreed to it. If you were having problems with it, it was your responsibility to return it if you thought something was wrong with it in the timeframe they provided.

I tell ya, I used to work at a retail pharmacy chain, won't mention which one. A customer was very angry at me and the pharmacist I was working with because I denied him a medication he was abusing (a narcotic). It was very clear he was either abusing it or selling it. He filed a BBB complaint against me, the pharmacist, and the company, and even threatened legal action. In his words, we were conspiring to keep his medication from him, in order to make him more sick so that he would have to buy more medications from us in the future.

Your complaint reminds me of my experience. I laughed at the dude for about a week, he couldn't find a lawyer to represent his phony claims, and the BBB didn't even bother looking into it.
 
There are two ways to look at this. The first is that the policy states what is bought online must be returned by mail, and all the corporate stores are doing are following the corporate return policy. When you look at it this way, you can call people "entitled" when they want the rules bent so that they can return them in store, which is much easier and less disruptive. The second way to look at it is that it's a stupid policy to begin with. Plenty of people ask for ridiculous things, try to scam the system, and generally do feel "entitled". However, in this instance, it's a stupid, customer unfriendly policy that Verizon instituted. It's nice of the individual stores that DO allow the rules to be bent, but in all reality, it shouldn't be a policy anyhow. Many corporations have horrible policies that are completely in their favor, so I'm not just lambasting Verizon.
 
blazin247 said:
There are two ways to look at this. The first is that the policy states what is bought online must be returned by mail, and all the corporate stores are doing are following the corporate return policy. When you look at it this way, you can call people "entitled" when they want the rules bent so that they can return them in store, which is much easier and less disruptive. The second way to look at it is that it's a stupid policy to begin with. Plenty of people ask for ridiculous things, try to scam the system, and generally do feel "entitled". However, in this instance, it's a stupid, customer unfriendly policy that Verizon instituted. It's nice of the individual stores that DO allow the rules to be bent, but in all reality, it shouldn't be a policy anyhow. Many corporations have horrible policies that are completely in their favor, so I'm not just lambasting Verizon.
Click to expand...

The rules save them, and us, money. There are good reasons for them.


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Geez, I have been a verizon customer for 10 years, and once in a while, I will admit, I take advantage of the system, but they have been nothing but top notch in my book. Actually, of all the companies I deal with, I have not had better customer service than Verizon. You must be one of those people.

And actually, your thread belongs on Facebook, because all you want is a response, I took a phone back before, but I didn't post it in a forum, get out of here.
 
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Droid800 said:
The rules save them, and us, money. There are good reasons for them.
Click to expand...
You don't know that they pass along savings to the consumer. Indeed they are the highest priced of all the carriers. Whatever savings they have, they pass along to their stock holders and pay out in executive bonuses.

You are such an VZW apologist no one should take you seriously.
 
PetuniaCarlyle said:
You don't know that they pass along savings to the consumer. Indeed they are the highest priced of all the carriers. Whatever savings they have, they pass along to their stock holders and pay out in executive bonuses.

You are such an VZW apologist no one should take you seriously.
Click to expand...

Well hey, someone has an uncalled for attitude. We don't tolerate that here.


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Apparently you're new here. Familiarize yourself with the rules before you get yourself into trouble. ;)

Sent from my Galaxy Nexus using Tapatalk
 
fillyo said:
Geez, I have been a verizon customer for 10 years, and once in a while, I will admit, I take advantage of the system, but they have been nothing but top notch in my book. Actually, of all the companies I deal with, I have not had better customer service than Verizon. You must be one of those people.

And actually, your thread belongs on Facebook, because all you want is a response, I took a phone back before, but I didn't post it in a forum, get out of here.
Click to expand...

I agree. Infinitely better than AT&T, and just about on par with T-mobile. (and T-mobile's is AWESOME)

But, your experience might vary.
 
blazin247 said:
The second way to look at it is that it's a stupid policy to begin with. Plenty of people ask for ridiculous things, try to scam the system, and generally do feel "entitled". However, in this instance, it's a stupid, customer unfriendly policy that Verizon instituted. It's nice of the individual stores that DO allow the rules to be bent, but in all reality, it shouldn't be a policy anyhow. Many corporations have horrible policies that are completely in their favor, so I'm not just lambasting Verizon.
Click to expand...

I agree the policy is tilted in Verizon's favor, but I don't agree that its a stupid policy. I'd you think about it (or read my last post) there are some perceived advantages that make it a prudent policy in my book. Its simply not in their best interest to make the policy too accessible or people will exploit it.

Dont believe me? Look around. People here actively encourage and trade stories on how to scam Verizon...excuse me...how to get a new device when you're still in you two year contract, or how to trick Verizon into giving you unlimited data. When a policy can't be consistently subverted, you call the BBB. Really?
 
mikestorm said:
I agree the policy is tilted in Verizon's favor, but I don't agree that its a stupid policy. I'd you think about it (or read my last post) there are some perceived advantages that make it a prudent policy in my book. Its simply not in their best interest to make the policy too accessible or people will exploit it.

Dont believe me? Look around. People here actively encourage and trade stories on how to scam Verizon...excuse me...how to get a new device when you're still in you two year contract, or how to trick Verizon into giving you unlimited data. When a policy can't be consistently subverted, you call the BBB. Really?
Click to expand...

As per my example, what you are listing are people who take advantage of the system. Asking to return a phone to a brick and mortar store in your 14 day return period is not asking too much. You aren't exploiting or taking advantage of anything.

As another example of a stupid policy, I recently went to Best Buy to see if they would price match something from Walmart.com. They didn't even ask for a flyer, and said no problem. The manager was really busy, and after waiting 10 minutes, I decided to just head for Walmart. I got to Walmart, and the item was $15 more expensive in store than it was on their own website. I asked them to price match their website, and they stated, "We don't price match our own website, but if you have a flyer from another store, we'll price match it." When I pointed out to the manager how silly it was, she agreed, and matched the price even though it was "against policy". My point? Many, many policies are stupid, yet do not cost the store money to bend on, but will make for a happy customer if you do bend the rules.
 
mikestorm said:
how to trick Verizon into giving you unlimited data.
Click to expand...
LOL! Nobody tricked Verizon. We called and asked for a feature and were given it. No tricks, no lies, no subversion. Just a simple request that was granted by an authorized agent of the corporation. That is called a contract not a trick, dude.
 
blazin247 said:
I asked them to price match their website, and they stated, "We don't price match our own website , but if you have a flyer from another store, we'll price match it."
Click to expand...

You can get on your phone order it for store pickup and tell the lady you'll wait for the stocker to get it.
 
I had the same experience in LA yesterday (same experience as the OP; I neglected to review the bickering posts). I was about to box up my GNex for return (wife wanted an iPhone instead), and I called 611 to ask if I could return it to the store instead of online (made my purchase online). The rep said it shouldn't be a problem so long as I go to a corporate store.

Before I leave for the store, I see this thread, and just to make sure I bring my FedEx box and return slips with me.

I get to the store, they say they won't take it back. I tape up my box and go to FedEx.
 
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