June 19th, 2011, 04:34 PM
Thread Author (OP)
Join Date: Jul 2010
Location: Sammamish, WA
Device(s): Current: Samsung GS4, Rooted Nexus 7, HP Touchpad running CM9
Previous: Moto DRM, Bionic, X
Carrier: Verizon Wireless
Thanked 70 Times in 60 Posts
Returning your defective phone
So recently the display on my phone went bad so I had to get a replacement from Verizon. I wasn't thrilled with the idea of getting a refurbished phone; but so far I've had no problems.
I wanted to share a few tips on returning your phone to Verizon. Most of the time you won't have any issues, but this might safeguard you from being that one in a million. I work for FedEx, so I must see a couple of Verizon returns in a day.
These steps will help ensure a good return:
· Place your defective phone in the box and make sure you've removed any parts and paperwork that you need or that Verizon directs that you keep.
· Tape the box with shipping tape. I've seen too many people use the return sticker as the sealing tape. Not a good idea. If the phone comes out of the box in transit, you could be held liable.
· Remove or cover the old shipping sticker on the side of the box. The courier that picks up the box will really appreciate you more. I've actually picked up return boxes where the sender never attached the sticker, and left the old airbill sticker on the box. All we can do is resend the box to the sender, which eats into your 5 day return cycle.
· When you return the phone, there will be a return pre-paid sticker in the box. Attach the sticker to the box. Attached to the sticker is a receipt. Remove the receipt and put it in a safe place. This has your FedEx tracking number for the shipment. In the past, Verizon use to lose phones and blame it on the customer. We haven't seen this too much lately, but when they try to say they never got it, you can track the phone through FedEx and notify Verizon of the date and time it was signed for, and who signed for it. If the phone gets lost in transit, then you can provide the tracking number to Verizon so they can work with FedEx and remove the headache from you.
· You can call for a pickup at your home, drop the box off at a FedEx dropbox, or an approved FedEx shipping location. If your company ships though FedEx, and has a daily pickup, then you can take the box to work and it will be picked up at the end of the day.
Verizon can charge you for the replacement value of your phone (in my case up to $500) if they don't receive the phone. You want to be ready when they try to do that to you. I noticed that they will now send you a text message two days before your 5 day limit is up, and another text within two days of the receipt of the phone. Kind of nifty of them to use their own technology to help us out…
This post mainly deals with Verizon and FedEx, but the principles are the same for other carriers and shippers. The few extra minutes of prep could save you the extra days of headache down the line…