Horrible customer service - Return policy

Three weeks ago, I ordered an LG VX8300 from Verizon using a New Every Two discount. When I got it, the speakerphone sounded fuzzy/buzzy, and after a day of playing with it, I decided to return it. Big mistake!

I was used to dealing with sensible online companies, like Amazon.com, who immediately acknowledge fault when you get a defective item and send a replacement right away. With Verizon, I was told I had to wait for the return to arrive before I could order a new phone. Oh well, that was only 2 days via FedEx. Or so I thought...

It turns out that FedEx couldn't deliver to the warehouse because it was closed for a week due to inventory. When it finally arrived, I still didn't get any credit on my account because they had to manually check it for the phone. At first, I was told this would take a week. When I called tonight (a week later), I was told it would take up to 14 business days and got a lecture from the rep. about how to count to 14 properly. It was insulting.

The policy in general is stupid. If I paid with a credit card, I wouldn't mind waiting for the refund, and I would have already ordered another phone. But to not offer any recourse for the upgrading customer is insane...especially when this is the time for me to consider changing to another service. How hard is it to open a box and check the contents? Or just charge me later if the phone isn't there? To make it worse, my current phone is literally falling apart at the hinge, and the screen no longer works. When these problems started, I responded by ordering a new phone; I had no idea I would have to wait this long.

In conclusion, consider this a warning to never buy an upgrade phone online, because the customer service is essentially nonexistent if anything goes wrong.

Last edited by tampadelphian on Fri Apr 06, 2007 3:22 pm, edited 1 time in total

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Wow, thanks for the reply! To my amazement, someone called me this morning and told me they had confirmed with the warehouse that the return was back. So it should finally be all set.

I do see how this wouldn't have been so terrible if the warehouse delay didn't happen. Even still, it would be nice if you guys would (a) clarify the return policy a bit better, so people know what they're getting into, and (b) make it a bit more hands-off.

Verizon, as well as every Cell Phone company, pays the retail or near-retail price for the phones that they sell. So if you're buying a $200.00 phone for 19.99, Verizon is taking a $180.00 hit.

If you immediately order ANOTHER phone for the same line for the same price, that's a total of $360.00 that Verizon has spent.

The problem is that somewhere in the distant past someone fraudulently got Verizon to send them two phones, and then got away with it. This happens enough times and any company will get leary.

What the Rep should have done, and this is perfectly acceptable, is order you a new phone at the same price that you paid the first time. Once the original equipment hits the Warehouse, that'll be credited, so you'll only pay one fee.

And as to why the warehouse takes a long time to refund phone prices: we don't know either. I've never been to the warehouse, but what I assume is the 'Returns' department (if there is more than, I don't know, 1 guy) is relatively small. Plus the system they use to apply credits actually places an order just like we do when we order equipment. What that means is that it doesn't hit your account real time. The order system only talks to the billing system at your bill cycle date when the bill is being generated.

that happened to once and they usually ship it on the day they say they do. but u never know. sumtimes i could be that the company that delvers it, whcih is usually fedex or ups, might have ahd a problem witht the delivery. so dont blame them completly

Be lucky, I am in the same situation. I was told it would take 2 to 3 billing cycles in order for me to get my credit back for the every 2. I think Verizon is getting way over their head now. I dont know why i am still with them, I get dropped calls more than anything now and their pricing plan is expensive.

p.s. and it doesnt matter if it was online either. I did my return in the store a week after I bought it.

That is not exactly correct, as Verizon has what is considered a "doa" policy meaning the phone was defective upon arrival.. Under that policy, one can take it to a corp store and get a new phone or mail it...but the original ph does not have to be received for the new one to be ordered and sent..

I have a similar situation today. called the VZW store close to the customer (just to make sure the customer wouldn't have an issue when they got to the store.) It is in the policy that another phone can be ordered for a "doa" or the store can replace.. No need to wait..

You don't have to wait for the phone to be retured, just proof that it's been shipped via fedex. If it's not returned then you will be charged full price with no return opion. Sorry you talked to a moron CS rep, mine must have been much better.

so basically you should always go to the store to upgrade. or start new service.

Horrible customer service - Return policy

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