Question for a VZW Rep.
Last night while going over something with a rep on the phone she informed me about the 3 strikes rule. She said because I'm already on my 3rd KRZR which is giving me problems that instead of getting a refurb. KRZR I can just let the store rep know I am eligible for a comparable replacement. SO.. my question is: Who has say in what a comparable replacement is? Is it already set in stone somewhere, if so, what would my replacement be? Or do I have some leeway depending on which store reps ends up helping me?
Thanks in advance! 🙂
Thanks in advance! 🙂
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Sadly, it's not up to you. They have a list of phones that would be comparable for you to choose from
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Do you know what choice of phone replacements they would offer me? Anything new or would be have to be an older phone.
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Your question isn't one that should be aimed at a VZW rep. The people that know the answer to that are the technicians and they work for a different company. Anyways the answer to your question is that the comparible model is set in stone. The comparible model to the KRZR K1M is the LG-VX8700 so you will definitely be getting a better model out of that.
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Thanks for the help, that does sound like a better deal. I'm still not sure why I ended up getting a Moto in the first place.. they all look nice but do not work properly! Lesson learned.
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three strike rule should never been openly discussed with customers.
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well i asked if there was anything i could do about replacing the phone but staying away from getting yet another refurb KRZR.. that is probably why she brought up the rule.
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Yes that should never be discussed with customers HOWEVER! If you do end up getting a new phone, it will renew your contract for you two years and you wont be eligible for a discount phone for 2 yrs (ie. you lose any pending credits for a new phone.)
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🤠Sorry that I posted 3 stikes on here, maybe I should have just gone to the store but then I would have never know about the contract extension..
Thanks!
Thanks!
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What does it matter if you posted it or not? The amount of people who probably read this doesnt exceed triple digits im sure. So I wouldn't worry about it.
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I wouldn't worry about it. If its supposed to be confidential and your a customer, who cares. You aren't leaking anything that hasn't been talked about on here a million times already. Plus you were just trying to find out a little more info on something that you were told.
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Well vxw4life's post isn't entirely true, it doesn't renew contract, but it does reset upgrade dates, and NE2 dates if applicable(i.e. You lose credits for new phones for another 20 months) but the contract end date is not touched which is wierd but thats the way it is
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Ok, there's no need to criticize the customer for repeating what they were told.
Second, a variaion of the "3 strikes" rule exists, but it's a process. It's not set in stone that after 3 replacements, boom, new phone. A lot of factors are considered.
For VZW employees out there, I always phrase the process as "A tech in store or thru tech support on the phone will review the warranty process and see if there are any alternatives" when a customer asks if they can get a new phone. Why? For the same reason others pointed out, A tech has to make that decision and make sure it's doing right by the customer.
When speaking of internal practicies, it was definately a poor choice of the rep to discuss the 3 strikes rule. However, again, t...
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Second, a variaion of the "3 strikes" rule exists, but it's a process. It's not set in stone that after 3 replacements, boom, new phone. A lot of factors are considered.
For VZW employees out there, I always phrase the process as "A tech in store or thru tech support on the phone will review the warranty process and see if there are any alternatives" when a customer asks if they can get a new phone. Why? For the same reason others pointed out, A tech has to make that decision and make sure it's doing right by the customer.
When speaking of internal practicies, it was definately a poor choice of the rep to discuss the 3 strikes rule. However, again, t...
(continues)
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There is no set rule that says we will replace your device after 3 replacements. As a matter of fact it is determined on a case by case basis. If your phone has been fru'd out for the same reason three times then maybe you will get a new replacement. There is still no guarantees. We might even replace it with a new Krzr rather than a different model all together. You should at no time have the expectation that Verizon Wireless will replace your phone with a new one for warranty related issues. It is actually a rare occurance.
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🙂
Thankfully I did not have to get my FOURTH refurb krzr.. they offered me the LG vx8700 and I gladly accepted. LG phones sound to be more reliable. Hopefully no more problems!
Thankfully I did not have to get my FOURTH refurb krzr.. they offered me the LG vx8700 and I gladly accepted. LG phones sound to be more reliable. Hopefully no more problems!
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just to start, to qualify for "3 strikes" you need a pda/smart phone/blackberry. we do offer whats called a multi-fru exchange, meaning in 90 days you've had 3 warantee exchanges, you qualify for a phone of equal value. there's a list of phones based on the current phone you have now. some store reps either dont have access to the list or are lazy so they usually have to call cust service. you can always call in to cust care and ask before you
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hoonder sneets said:
just to start, to qualify for "3 strikes" you need a pda/smart phone/blackberry. we do offer whats called a multi-fru exchange, meaning in 90 days you've had 3 warantee exchanges, you qualify for a phone of equal value. there's a list of phones based on the current phone you have now. some store reps either dont have access to the list or are lazy so they usually have to call cust service. you can always call in to cust care and ask before you
Okay, so obviously you know nothing about how the procedure works.
1 - If you've had 3 replacements in 90 days you aren't 100% qualified for a different model phone. Several things are factored into that; including whether any of those replac...
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Don't feel bad about "giving out the 3 strikes rule" -- As of a few months ago, for any sales reps who don't know, Customer service can do it too, and it's not a secret. It is a service we can talk about with the customer just like FRU phones. It works like this: if you have a manufacturer issue with your phone & have it exchanged at a direct store or through customer service 2x in a 90 period, then on the 3rd phone we do have the option of a comparable device if the customer declines another of the same.
That's it -- thing is, it's got to be the 3rd replacement in 90 days, so you can't have done some exchanges six months ago, then think you can just come replace it.
That's it -- thing is, it's got to be the 3rd replacement in 90 days, so you can't have done some exchanges six months ago, then think you can just come replace it.
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