VZ giving me the run around about exchanging my Incredible

[Smudgie]

From the beginning I have noticed that call quality (what I can hear on the phone) has been sub par ON MOST CALLS. Weird thing is that some calls it is great and some it is not good at all and this is when I call the same number. In addition to sporadic decent call quality I have had an issue where when I answer the phone I can hear the caller but they cannot hear me. It is not the mute being on as this is the first thing that I checked. It only happens about 1 in 10 calls but it does happen. And the only way I have found to fix this is to turn the phone off and on again. Very annoying to say in the least.

So I bring in the phone to VZ yesterday in hopes of exchanging it for another. The phone is only a week old. I explain my situation to the tech guy and he says that he needs to duplicate the problem. I tell him that it is not every call but more like 1 in 10. He tries several times but cannot get the problem to occur. So he tells me I am out of luck and that I can call the tech support number. I call them and after about a half hour of trouble shooting they say that it should be fine now. So after about 5 calls or so this problem has not happened again. What I am afraid of is this happening again a few weeks, months or a year down the road. I need my phone for work and it has been very difficult dealing with this issue. I feel as though that I should not have to chance it and have to deal with it again. I made no modifications to the phone and only downloaded a few apps from the market. Also, I am wondering if this issue is what is making my sound quality poor???

Having never returned a phone to VZ....what are my options? They said on the phone that if it happens again I can call back tech support and they will do a trouble ticket. Seeing that I am within the 30 days am I required to keep this phone? Can't I just get a return? Thanks

 

[phareous]

I thought you could return it for any reason, but you'd have to pay a restocking fee. I've never had to return one, so i don't know

 

[ucluglee]

If you are still within your 30 days you can exchange for a $35 restock fee for ANY reason. If the first salesperson won't help you, ask for the manager on duty.

 

[odiej34]

return and wait three days... No restocking fee. Most of the time when you call *611 they will waive the restocking fee for you. Good Luck.

 

[Smudgie]

return and wait three days... No restocking fee. Most of the time when you call *611 they will waive the restocking fee for you. Good Luck.

The thing is....I don't want to return it and I certainly don't want to pay a $35 restocking fee. This phone is defective and they will not take it back.

 

[tranceFusion]

The phone reps will exchange the phone without hassle. The problem is that they are backordered. I called and they denoted the account that I was having issues and they were unable to replace the phone due to the backorder, so they will waive the restocking fee.

I was told I couldn't keep the phone until the backorder had cleared because that was outside of the 30 days. I would think they would make an exception given the circumstance, but I guess not.

I am just going to return it, as much as I love the phone otherwise. I am a bit concerned with what they will charge me for service for the period the phone was active? Do they pro-rate it?

 

[nyngbld]

i would try the *611 route at least once or twice. if you read through posts on here, you will see many instances where one person called a few times and finally got help...

 

[Smudgie]

The phone reps will exchange the phone without hassle. The problem is that they are backordered. I called and they denoted the account that I was having issues and they were unable to replace the phone due to the backorder, so they will waive the restocking fee.

I was told I couldn't keep the phone until the backorder had cleared because that was outside of the 30 days. I would think they would make an exception given the circumstance, but I guess not.

I am just going to return it, as much as I love the phone otherwise. I am a bit concerned with what they will charge me for service for the period the phone was active? Do they pro-rate it?

I am going to call customer service again today and demand that they exchange it for me. I realize that it is back ordered but if I do not get the new phone within 30 days then do not think that should be my problem but I will have to see.

 

[colnago]

...In addition to sporadic decent call quality I have had an issue where when I answer the phone I can hear the caller but they cannot hear me. It is not the mute being on as this is the first thing that I checked. It only happens about 1 in 10 calls but it does happen. And the only way I have found to fix this is to turn the phone off and on again. Very annoying to say in the least....

Does this happen in multiple locations, or always when you are in the same location?

 

[tranceFusion]

I am going to call customer service again today and demand that they exchange it for me. I realize that it is back ordered but if I do not get the new phone within 30 days then do not think that should be my problem but I will have to see.

Please post back your results. I wasn't able to get anywhere with them, and just ported back to AT&T until the phones are readily available (or something else comes along).

 

[seVer]

@ colnago- good question. which is something that I would have asked if I got his call to tech support. Does it happen in certain areas? Inbound or outbound calls? Specific people or carriers? Are you using bluetooth, or a wired headset? Were you having problems before you downloaded your apps?

I would delete downloaded apps and/or reset the phone. If it's working with nothing on it but the factory programming, then it's not the phone or the network.

what I don't understand is this... if it's working now, why do you want to exchange it anyway?

and I love it when people say "I'm going to demand..." that makes me laugh everytime, because you can demand all you want... it doesnt mean you're going to get anything.

while all this is playing out, I suggest you "mark" these funky calls by dialing ### and pressing send. it's a fake call, but there will still be a call record nonetheless, and tech support can look for patterns (same tower or switch, for example) to determine if a replacement is really necessary.

 

[Smudgie]

@ colnago- good question. which is something that I would have asked if I got his call to tech support. Does it happen in certain areas? Inbound or outbound calls? Specific people or carriers? Are you using bluetooth, or a wired headset? Were you having problems before you downloaded your apps?

I would delete downloaded apps and/or reset the phone. If it's working with nothing on it but the factory programming, then it's not the phone or the network.

what I don't understand is this... if it's working now, why do you want to exchange it anyway?

and I love it when people say "I'm going to demand..." that makes me laugh everytime, because you can demand all you want... it doesnt mean you're going to get anything.

while all this is playing out, I suggest you "mark" these funky calls by dialing ### and pressing send. it's a fake call, but there will still be a call record nonetheless, and tech support can look for patterns (same tower or switch, for example) to determine if a replacement is really necessary.

It happens in the same area. However I remain in the same area most of the day (work) both inbound and outbound calls and it happens to everyone on landline phone and cell phone. And no bluetooth or headset. I have the insurance on it so maybe I should just wait and see if what tech support did last night fixes it.

 

[jayjay1122]

Smudgie, if you are within 30 days (kinda have to be) there is the "worry free guarantee". They will tell you that you have two options:

1. Return the phone, pay the $35 restocking fee.
2. Get a replacement which will be a refurb/certified pre-owned. (YES they do have them already!!

This is NOT the whole story. The above options are simply all "Level 1" customer service is authorized to offer you. You need to escalate your issue and be firm but positive with them and express your desire to simply have a working, reliable device!

They will replace it with a new unit if you are persistent and firm while NOT being abrasive! It may take a few calls but stick to your guns!

 

[tranceFusion]

They will replace it with a new unit if you are persistent and firm while NOT being abrasive! It may take a few calls but stick to your guns!

They seem more than willing to replace my phone with new. The problem is that they don't have any. I can't fault the reps for not trying for me, but they don't seem to have any policy exception for the 30 day return policy in the case a phone is backordered.

 

[jayjay1122]

They seem more than willing to replace my phone with new. The problem is that they don't have any. I can't fault the reps for not trying for me, but they don't seem to have any policy exception for the 30 day return policy in the case a phone is backordered.

I am a little confused by what you are saying...

Are you saying that due to the inventory issue you cannot get a replacement before your 30 days expires?

 

[Todd M]

The restock fee only applies if you return the phone within 30 days to get a different model of phone (Incredible to Moto Droid as an example). If the phone is defective, and you are returning it for another of the same phone, they replace it for free with a NEW phone. If you are outside of your 30-day window, then it is replaced with a refurb.

This was info taken directly from a VZW corporate store and *611.

It's not exactly a 'Worry Free' guarantee within 30 days if you have to pay money for them to exchange a defective item.

Unless they've changed their policy drastically in the last 24 hours since I talked to VZW...

 

[tranceFusion]

I am a little confused by what you are saying...

Are you saying that due to the inventory issue you cannot get a replacement before your 30 days expires?

Correct.

They offered me the options of taking a refurb now, or sending my phone in before the 30 days were up and receiving the new phone when it was available (leaving me with no phone for a period of time).

 

[necosino]

Correct.

They offered me the options of taking a refurb now, or sending my phone in before the 30 days were up and receiving the new phone when it was available (leaving me with no phone for a period of time).

Why can't they just note on your account that you have issues and need to replace the phone, then just put in an order for the new phone (bill your CC probably) and mail out a new Inc. when they are available? Then just return your old one when the new one arrives.

Seems pretty straight forward to me at least..

 

[rushmore]

Why can't they just note on your account that you have issues and need to replace the phone, then just put in an order for the new phone (bill your CC probably) and mail out a new Inc. when they are available? Then just return your old one when the new one arrives.

Seems pretty straight forward to me at least..

The whole point is they want to make it less friendly to return the device. This adds cost to them to repack, refurb, set another device up, etc (far more than $35). They (like other companies) make money on apathy

 

[jlb0305]

I emailed customer service and they are willing to exchange it pretty easily. Obviously they gave some troubleshooting tips first. But she said if they don't have any in my local stores she'll put in the replacement order for me.

 

[tranceFusion]

Why can't they just note on your account that you have issues and need to replace the phone, then just put in an order for the new phone (bill your CC probably) and mail out a new Inc. when they are available? Then just return your old one when the new one arrives.

Seems pretty straight forward to me at least..

To you and me, yes. To Verizon CS, apparently not. I asked for supervisors.. same deal.

I feel like there is somebody that could make that happen.. I am just not sure I have the energy to find and get in contact with that person.

 

[jayjay1122]

Correct.

They offered me the options of taking a refurb now, or sending my phone in before the 30 days were up and receiving the new phone when it was available (leaving me with no phone for a period of time).

I see what you are saying!

This bothers me a little bit (for you of course) because they are sending mine and letting me keep the one I have till the new one gets here with the return shipping label.

I've had mine since the 6th so that must mean they anticipate mine arriving before my 30 day window.

 

[jayjay1122]

If the phone is defective, and you are returning it for another of the same phone, they replace it for free with a NEW phone. If you are outside of your 30-day window, then it is replaced with a refurb.

I agree and repeating this back to them is ultimately how I got results!

This is a perfect example of why it "depends who you talk to"...My first call I was told in a pretty matter of fact tone that they would NOT replace my defective unit with anything but a refurb even though I only had the phone for 4 days...

Or I could cancel, return the phone and pay a restocking fee.

I escalated and was told I would absolutely be getting a new phone!

I guess my point is that you cannot take no for an answer because CSR's really don't have all the facts or answers.

 

[jlb0305]

just try online chat/email support. I asked yesterday and was notified today I would have my brand new incredible in 5-7 business days. (not refurbed) only thing is the $184 charge to my account until I send back my old phone and all of its accessories in its original box.

 

[fish2587]

I've been in the same boat with previous phones. Sometimes, Verizon WILL NOT take the phone back, at least on your first visit if they cannot replicate the problem, period. I've of course had the luck of having somethng wrong with my phone and happen many times, only for it not to happen when they tried replicating it. What happened to just BELIEVING THE PISSED OFF CONSUMER and taking their word for it? 'Oh, since we don't see the problem, it must not be an issue.' WRONG. Verizon reps have definitely pissed me off before with this issue, but the key is to be PERSISTENT. I was so annoyed they pulled that crap one time after I had to drive 40 min to the closest Verizon store that after they sent me away, i walked back in 5 min later saying it happened again and I want a new phone and that it's unacceptable. They then finally gave me a new one.

Verizon reps can be a giant pain in the ass sometimes, but basically you just need to bug the crap out of them to get what you need. You annoy em? Who give a crap. It's your money and you decide whats acceptable in that 30 day window. Go get your new phone!!