The horrors of getting a replacement s3

[dkeven]

Long story short: after conversation with tech support was advised that returning phone for replacement was best course of action. Tech support advises that since the s# is not available in refurbished form he will have to order another 32gb unit at full price have me billed for it and when my old unit arrives at Verizon they will credit me and all will be well. Didnt sound right to me so emailed verizon after replacement arrived to assertain correct procedure to return old so proper credit can be given. No response in two days so went ahead and affixed return label and sent old one back as directed. Got call today Sunday saying oh no there has been a grevious error, should not have gotten new unit that way will not get full credit that way need to do another order at subsidised vs full price be billed for that then when the last unit is returned will get credit for full price and credit for subsidised price at same time. (meaning over a grand out of my pocket awaiting credit) Holy price gouge batman how is this going to work out. to make matters worse I am going on a week long vacation monday and so phone will have to be mailed to the hotel and returned form there to avoid going over 14 days. are you freaking kidding me. Verizon you are really getting under my skin now and in my pocket, any suggestions oh community.

 

[jxbail]

Same thing happened to me first sent 16 not to 32 that's $200 sent out the right phone add 300 that phone broken then that's another 300 so with taxes that's 800 dollars. First phone arrived on the 10th and yesterday I was credited the first 200 so still waiting and good luck to both of us

 

[hmackenz]

What a weird situation. Usually I find VZW customer service to be pretty helpful. Anyway, this sounds like their problem, not yours. I feel like this is one of those times where you have to say something along the lines of "listen, this was your mistake. I did exactly as instructed and can't afford to float you guys even more money (and waste more time) for something you screwed up. Please just credit me back the cost of the new device as I was told would happen. Had a refurbished unit been available, I would have accepted it, but I was told this was my only option."

Then have them send a free SIII to me to make it up to you

 

[ibcop]

I kinda did the same thing. I opted to swap my 16gb out and get the 32gb version. The store didn't have any (imagine that) so I had to return the 16gb and order the 32gb. I took an hour and a half in the store to do all of this, but I only was charged the $249 price. And they actually shipped same day and overnight was free.

Sounds like someone screwed the pooch and making it your fault. BTW, enjoy the vaca!

 

[dkeven]

will enjoy the vacation, called again got second shift he said had 4 others review what happened will get it straightened out with no need for another swap and make sure credit gets applied asap. called it a convoluted issue requiring the 4 of them to even understand what others were doing. anyway my level of concern is rapidly diminishing as monday approaches.

 

[cerktman]

Went through something similar earlier this year with them.

I had moved an upgrade from one line to another. Got the phone at subsidized rate. Decided I wanted to swap phones within the time period (this started back in Nov 2011, for the Christmas season, where you could return phone up until Jan 15th).

Went to store to swap out phones before Jan 15th. The 'system' wouldn't allow the swap. So they (in store reps) called customer service to see what they could do. They ordered me a new device (yes, while in store, they ordered me a new phone) at full retail cost (with the understanding that I just had to return the first phone and would get credit for the full retail cost since I had already paid the subsidized cost) and that was shipped to me. I just had to return the other phone, which I did and had proof that it was received back at their warehouse.

Bill time came. Observed that I had a $300 charge on the line that I moved the upgrade from. I called to figure out what this was and have it adjusted. The $300 was a difference in price between the initial cost of the phone and full retail cost. I called every 3 days. For almost 4 weeks. It never got removed from the bill. I spoke to numerous reps and managers. Each time I called, I had to explain what was occurring. Over and over I did this. When I would call to talk to them, I was very nice at first. Then my tone got more and more serious. I got to the point where I decided I was going to leave to go to AT&T and fight them (Verizon) in court over ETF fees and the remainder of my bill. I told the people I spoke with that if the issue didn't get resolved, I would leave them for another carrier. They transferred me to retention department. I had to explain the whole situation over to them. At least 4 times I did this with retention.

So I went to social media to help me out. I started blasting them on Twitter and Facebook.

When someone (didn't know whom) finally observed the posts I was making on the main Verizon twitter account and the support account, I finally received a call from a higher up. I was promised that the issue would be resolved in 3 days (the call was received on a Friday afternoon, with Monday being the resolve date). Well, within 30 minutes after hanging up with the higher up manager, I received yet another call stating that the issue was finally resolved. Sure enough, I checked online and the $300 charge was finally removed. After almost a month.

I really didn't want to leave and transfer 5 lines to another company.

 

[BBSeattle]

I find Verizon phone C/S to be very helpful; store personnel...different story.
Sorry to hear what happened.

I exchanged my 16GB for a 32GB, was told by phone C/S that I would have to pay the $249 and the $199 would be credited to my card (not a big deal). Got to the store and was only charged the difference between the two, go figure.

 

[Srambo217]

They tried to pulled the same crap on me. My original GSIII had a janky home button which always stuck. I took it into a Verizon store the day of launch (I was told on the phone to do the same as OP), explained the issue, was still denied, got pissed and raised my voice and demanded to see the manager. At that point they swapped it out. Ridiculous.

Sent from my SCH-I535 using Android Central Forums

 

[marlin29311]

I've swapped my S3 out 2 times already at my local VZW store for rattling volume rockers...did not have an issue either time and now my 3rd S3 is perfect.

 

[ibcop]

OP, did you receive your device?

 

[snookiesnoo]

Grammar and punctuation are your friend.

Long story short: after conversation with tech support was advised that returning phone for replacement was best course of action. Tech support advises that since the s# is not available in refurbished form he will have to order another 32gb unit at full price have me billed for it and when my old unit arrives at Verizon they will credit me and all will be well. Didnt sound right to me so emailed verizon after replacement arrived to assertain correct procedure to return old so proper credit can be given. No response in two days so went ahead and affixed return label and sent old one back as directed. Got call today Sunday saying oh no there has been a grevious error, should not have gotten new unit that way will not get full credit that way need to do another order at subsidised vs full price be billed for that then when the last unit is returned will get credit for full price and credit for subsidised price at same time. (meaning over a grand out of my pocket awaiting credit) Holy price gouge batman how is this going to work out. to make matters worse I am going on a week long vacation monday and so phone will have to be mailed to the hotel and returned form there to avoid going over 14 days. are you freaking kidding me. Verizon you are really getting under my skin now and in my pocket, any suggestions oh community.

 

[BBSeattle]

Grammar-syntax police on a forum........ worse than bad grammar.

 

[timato]

Grammar and punctuation are your friend.

Coming from someone named snooki.. Lol

Sent from my Galaxy Nexus using Tapatalk 2

 

[dkeven]

all grammar aside, returned from vacation and still dealing with this issue. Did you know Verizon really sucks in Hilton Head S.C. had no service at the beach and little service around town 1 bar average. Talked with two other CS reps, one still wants to send me a third at my dime to fix issue, other rep says they will fix issue as soon as possible hold on and let them do their magic. grammer police post away.

 

[dkeven]

1.2 hr chat still trying to resolve, they have original phone back said they credited 211 dollars! which they have not according to my account, said it went to visa, paid with amex, so wtf and where does 211 come from, Verizon you are really giving me heartburn. and people wonder why I am not a fanboy.

 

[chevota84]

all grammar aside, returned from vacation and still dealing with this issue. Did you know Verizon really sucks in Hilton Head S.C. had no service at the beach and little service around town 1 bar average. Talked with two other CS reps, one still wants to send me a third at my dime to fix issue, other rep says they will fix issue as soon as possible hold on and let them do their magic. grammer police post away.

*Grammar

Sent from my DROID X2 using Xparent Blue Tapatalk 2

 

[dkeven]

Finally got return of money as a credit on my bill, called a rep who actually listened and understood. Wahoo all is good now! My gramma is happy too.

 

[GrooveRite]

Acncriodg to a reserchaer at Crdgaimbe Ueisnrvity, it dsoen't mtetar in waht oerdr the leertts in a word are, the olny iotnmarpt tinhg is that the fsirt and lsat lteetr be at the rghit pacle. The rset can be a toatl mses and you can still raed it whutoit polrbem. Tihs is bacusee the hmaun mind deos not raed eevry lteetr by isletf but the wrod as a wohle.

 

[Wnrgway]

Just curious, but what was the issue with the original phone?


Glad to hear that everything finally worked out allright. The inconsistancy between customer reps is really frustrating.

 

[dj hidroid]

I sent my GS3 off to Samsung (as I didn't want to risk getting a refurb) for a few issues but the phone was in perfect physical condition. When I went online to track the repair the notes on the repair ticket said scratches on the front, sides and back. Unless it was damaged in shipping I don't see how this is possible. The phone was never dropped and has always had a case on it. I shipped it in a bubble wrapped packet and made sure that it was fine. They haven't contacted me to deny the repairs which is a good sign but I'm not to excited about getting a banged up device return to me. It didn't specify if the scratches on the front were on the screen but if there are any when I get it back eventually I'm going to be livid. I should have just gotten a replacement from Verizon because the rep said it would most likely be new but considering one of the issues was a battery that was taking over 3 hours to charge i figured samsung would be the best route as Verizon doesn't send you new batteries. So now I'll be without the phone for almost 3 weeks. When the next gen of Nexus devices are launched I'm going to grab one from the play store and buy a staight talk sim card. At least I'll receive timely updates straight from Google and I'll cut my bill in half. My razr maxx is my backup phone and it does a great job at being a smartphone that just works. I wish I hadn't ever sent my phone to Samsung because I miss that gorgeous display and even S-voice and the other unique features that are offered with the current version of touch-wiz. FML lol :'(