Refurbished phones and VZW store personnel
This is the same post I made under "Indirect Agents". I'm starting a new thread with it because I really want to get your feedback. (Thanks!) Here it is:
I'm not trashing VZW as a company; overall, they're very good. Excellent phone-based customer service, to take one example. BUT... I've had bad luck with salespeople in my local VZW store: unfriendly, apathetic, slo-o-o-o-w service and poor knowledge of their products and technologies.
Also, I dislike VZW's return policy once you get past the initial (15-day?) "grace period". Even if your phone is brand new, you can only get a refurbished replacement phone in this circumstance. Which would be fine if the refurbished ones were "like new" - but they aren't. On one occasion the refurb...
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I'm not trashing VZW as a company; overall, they're very good. Excellent phone-based customer service, to take one example. BUT... I've had bad luck with salespeople in my local VZW store: unfriendly, apathetic, slo-o-o-o-w service and poor knowledge of their products and technologies.
Also, I dislike VZW's return policy once you get past the initial (15-day?) "grace period". Even if your phone is brand new, you can only get a refurbished replacement phone in this circumstance. Which would be fine if the refurbished ones were "like new" - but they aren't. On one occasion the refurb...
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https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
since you decided to make duplicate threads...there is my answer to your post.
since you decided to make duplicate threads...there is my answer to your post.
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crazyeaglefan236 said:
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
since you decided to make duplicate threads...there is my answer to your post.
There is not one national carrier that makes you deal direct with the manufacturer to solve a phone issue. They all have warranty departments. As well they should as long as they are locking the phones to that particular carrier. IMHO, the carriers should provide warranty support for all equipment that comes locked to them with their name on the package. When the day comes that we buy a phone and just setup service with the carrier, then and only then is when we should deal with the manufacturer.
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IMHO, the carriers should provide warranty support for all equipment that comes locked to them with their name on the package.
I agree. Well stated!
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I know someone who bought a Samsung a650 and his phone started freezing up. When he took it in to have a firmware update, the phone wouldn't take the update, so he got a new phone out of the box (not a refurbished phone) since it was still in warranty. This was at a corporate store, and not an authorized agent that did this. This corporate store is at the corner of US 30 & Merrillville Rd by Meijer & Knart in Merrillville Indiana.
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Had he had the phone for under 30 days?
Because that is the only way they would have given the customer a brand new phone.
Because that is the only way they would have given the customer a brand new phone.
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VZWTechChick said:
Had he had the phone for under 30 days?
Because that is the only way they would have given the customer a brand new phone.
Unless they were replacing his original model with a new model.
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The phone had a 1 year manufacturers warranty. I have the same phone, but I got a refurbished phone because I cracked the screen on the original, and the Lockline plan calls for refurbished phones, and what I did wasn't covered by the manufacturers warranty.
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Best Buy is able to offer a ridiculous warranty period because they can send the phone straight back to VZW after giving you another. They'll get the credit for it and go about their business. That's the type of agreement they signed with VZW.
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Yeah, I believe you, because I've never had a problem going through BestBuy. (Only problem is that BestBuy doesn't always have a huge selection of the current VZW phones.) It's ridiculous that the manufacturers and carriers can't agree to overhaul this upgrade/replacement system and adopt more reasonable and user-friendly policies.
I understand crazyeaglefan236's point about VZW being notches above other carriers with regard to equipment upgrades and replacements. I just find it annoying that the setup with warranties in the wireless industry is as it is compared with sales of other categories of products.
For example, I doubt if there are many other name-brand electronics or appliance products you can't get a full refund or replacem...
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I understand crazyeaglefan236's point about VZW being notches above other carriers with regard to equipment upgrades and replacements. I just find it annoying that the setup with warranties in the wireless industry is as it is compared with sales of other categories of products.
For example, I doubt if there are many other name-brand electronics or appliance products you can't get a full refund or replacem...
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I guess if the transmission goes out in your car within its warranty period the dealership should just GIVE you a new car?
You and all other customers are lucky that the carriers do not just give you some generic loaner phone while they send off your fancy phone to the people who are actually responsible for its defects (the manufacturer).
Its amazing how some people are never satisfied with what they get. They always want more, better, faster and lets not forget FREE ! !
You and all other customers are lucky that the carriers do not just give you some generic loaner phone while they send off your fancy phone to the people who are actually responsible for its defects (the manufacturer).
Its amazing how some people are never satisfied with what they get. They always want more, better, faster and lets not forget FREE ! !
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Please keep in mind that when you buy most other electronics, IE. television, dvd player, i-pod, whatever it may be; you are not getting extremely subsidized pricing on that equipment, you will be paying retail pricing. The policy of VZW is to replace the unit with a brand new unit within 30 days if there is a defect. After the 30 day period, you will receive a refurbished phone. After all the phone that is not working properly is not brand new so why should you receive a brand new replacement? In most cases, we VZW receive a phone back with many scratches and the customer in return receives a phone that is like new, with no scratches. These customers of course do not complain. If the phone given to you has scratches then tell them you would...
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I'd MUCH rather pay full retail - and I do mean full retail - and be able to get the kind of guarantees I get for my other electronics items. If my $400 iPod or my $800 stereo system messes up after 5 weeks, no one I know thinks I should be happy to get a refurbished one as a replacement. Even if there ARE scratches on it!
Also, the store I bought it from doesn't necessarily figure I'm just being a whiny, spoiled pain-in-the-**s - who's trying to get something for nothing - just because I don't want my practically new piece of pricey electronics equipment to malfunction.
Also, the store I bought it from doesn't necessarily figure I'm just being a whiny, spoiled pain-in-the-**s - who's trying to get something for nothing - just because I don't want my practically new piece of pricey electronics equipment to malfunction.
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If you paid full price for a phone in my store and 5 weeks later it malfunctioned I would be happy to swap it out after my tech looked at it and verified it was not damaged by abuse, but as long as you are getting a discounted price and I am taking a loss on the equipment you will get a loaner phone. Dont agree? Go somewhere else. And yes - you do whine way to much.
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cshlafer said:
I'd MUCH rather pay full retail - and I do mean full retail - and be able to get the kind of guarantees I get for my other electronics items. ...
I too would be willing to pay retail -- IF it were an honest retail price, not the fake "retail" prices quoted by all the wireless carriers.
The "retail" price of a cell phone is like the full billing rate for medical care -- less than 1% of retail customers ever pay that price, it exists only as leverage for the real pricing.
Check phone prices in countries where there are no 'subsidies' and no inflated 'early termination' charges -- the phones cost significantly less that the so-called "retail" price of the same phone in the North America.
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Read the warranty on those items, I bet it says "repair or replace with factory refurbushed unit at the manufacturer's discretion". Your cell phone warranty likely says the same, that's why we get what we get when making a warranty exchange.
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be glad your not with sprint. there starting to make people have to send there phones to manufacturers. if you dont have their insurance.they are making people send to manufacturer.
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I completely agreee with you about the lack of satisfactory service while in a store.
Were it not for the exemplary service I received from calling 611 and talking to knowledgeable people for my CS issues, I would have left Verizon at the end of my contract and go to Sprint or T-Mobile.
I remember one time all I had to do was return a memory card because I bought the wrong one by mistake. Tell me why I had to wait on line 45 minutes and then be told that there wasn't enough cash in the register to complete my return. Words cannot describe the frustration!!
Everytime you speak to someone in a store you get a different answer. When I was trying to find a phone I liked within those first 15 days of my contract after using my NE2, I wou...
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Were it not for the exemplary service I received from calling 611 and talking to knowledgeable people for my CS issues, I would have left Verizon at the end of my contract and go to Sprint or T-Mobile.
I remember one time all I had to do was return a memory card because I bought the wrong one by mistake. Tell me why I had to wait on line 45 minutes and then be told that there wasn't enough cash in the register to complete my return. Words cannot describe the frustration!!
Everytime you speak to someone in a store you get a different answer. When I was trying to find a phone I liked within those first 15 days of my contract after using my NE2, I wou...
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Verizon does not make the rules on replacement phones. The manufacturers do.
I personally being a tech feel bad giving a FRU (field replacement unit) To a customer who has only have ther phone for a month and a half however that's policy. And how the manufacturer wanted.
Also, not ALL fru's are refurbs. Some are brand new.
If a customer returns their phone before their 15 days because they didn't like it, VZW is unable to put it back on the self. So it is sent to be buffed up and sent back as a replacement.
I personally being a tech feel bad giving a FRU (field replacement unit) To a customer who has only have ther phone for a month and a half however that's policy. And how the manufacturer wanted.
Also, not ALL fru's are refurbs. Some are brand new.
If a customer returns their phone before their 15 days because they didn't like it, VZW is unable to put it back on the self. So it is sent to be buffed up and sent back as a replacement.
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I guess policy's different in some areas or other. I don't know if it's just the mountain area or my district, but if a phone fails within 30 days it's swapped for one new out of box.
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I apologize if you've had bad luck with some of the FRU's (field replacement units). I for one will make sure a phone is 1> needing to be swapped, 2> working before I let it leave the store 3> showing no physical probs. I've redone exchanges before because I noticed a crack in the hinge, or a display problem before handing it off to the customer. It's less work for me to *spend* an hour in the back testing/inspecting handsets than to having to *waste* both my time and the customers time to re-swap a phone because noone bothered to check that it worked before letting out the store. I guess it's kind of an efficiancy born from lazyness. I like not having to do much, honestly. On the tech side, the less I see of you, the better. Assuming I do h...
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The problem with fru's and people getting their phones replaced under warranty is that we subcontract technical services through another company... Solectron. There are only a handful of decent techs, and Solectron seems to treat them like such garbage they quit. It sounds like xIsamuTM is one of the few techs that does there job correctly. Verizon is currently working on some alternatives to get phones replaced under warranty, unfortunately I don't have enough information on any of those to give out.
One last thing, I'm not condoning the actions or attitudes of anybody who gives bad customer service. If I had a rep in my store who did not take the "We never stop working for you" to heart, I would fire them, no doubt about it. BUT... spe...
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One last thing, I'm not condoning the actions or attitudes of anybody who gives bad customer service. If I had a rep in my store who did not take the "We never stop working for you" to heart, I would fire them, no doubt about it. BUT... spe...
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most reps in the metro/denver area tend to follow my philosophy. I hate to think I'm the exception to the rule for the techs. Then again I'm kinda a "seasoned" tech. we'd all rather to data sales and accesories than anything that resembles "real work" It might be how we're managed. Each store is pitted against each other for numbers/compliance/data. can't well sell someone a data package when they're too busy screaming at you for unresolved issues.
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I had someone request an over-the-phone-out-of-warranty-exchange-upgra de-free-no-contract
I would have had to fight the laughter if the person wasn't serious.
I would have had to fight the laughter if the person wasn't serious.
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i dunno about other areas...but in my area our technicians aren't contracted. they're hired by the area tech supervisor and the store manager. but anyway 🙂
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I believe there is only one area in the US where the techs aren't Solectron employees.
You must be there. The rest of the country has solectron employees.
You must be there. The rest of the country has solectron employees.
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I completley agree.
Being a tech can be hard work. 😛
When I get a rude customer the last thing I want to do for them if swap out their phone. I would rather just send them on their way with a broken phone.
When someone is nice to me I will go to the ends of the earth to try and make that customer happy. I want to make sure they walk of the store thinking, "This is great, I am glad I am a VZW customer"
The others, I just want to say "Go to cingular" 😲
Being a tech can be hard work. 😛
When I get a rude customer the last thing I want to do for them if swap out their phone. I would rather just send them on their way with a broken phone.
When someone is nice to me I will go to the ends of the earth to try and make that customer happy. I want to make sure they walk of the store thinking, "This is great, I am glad I am a VZW customer"
The others, I just want to say "Go to cingular" 😲
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really I'd rather Fru their phone. They'll be back and even more pissed if the issue is not resolved. That means more work, less time to watch anime on my phone.
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lol Well I don't NOT fru out their phone.
I am just not happy about it! 😛
Or if it's liquid damaged I send them to insurance. (even though sometimes the manager will make exceptions) I think dealing with the insurance company is punishment enough! 😛
I am just not happy about it! 😛
Or if it's liquid damaged I send them to insurance. (even though sometimes the manager will make exceptions) I think dealing with the insurance company is punishment enough! 😛
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xIsamuTM said:...
I apologize if you've had bad luck with some of the FRU's (field replacement units). I for one will make sure a phone is 1> needing to be swapped, 2> working before I let it leave the store 3> showing no physical probs. I've redone exchanges before because I noticed a crack in the hinge, or a display problem before handing it off to the customer. It's less work for me to *spend* an hour in the back testing/inspecting handsets than to having to *waste* both my time and the customers time to re-swap a phone because noone bothered to check that it worked before letting out the store. I guess it's kind of an efficiancy born from lazyness. I like not having to do much, honestly. On the tech side, the less I see
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fru (field replacement unit)
HAve you ever wondered if someone renamed down the line, just seems like that would be
Fru (factory refurbished unit)
HAve you ever wondered if someone renamed down the line, just seems like that would be
Fru (factory refurbished unit)
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"Oh, I've just purchased a new Mini Cooper, and it's broken. I'm within a warranty period, can I get a new one? "
I'll be honest with you, I always thought if you don't buy BB's protection plan - they don't exchange your phone for a new one... 😕
I know for sure that RadioShack never replaced a phone, they were always sending it for repairs...
I'll be honest with you, I always thought if you don't buy BB's protection plan - they don't exchange your phone for a new one... 😕
I know for sure that RadioShack never replaced a phone, they were always sending it for repairs...
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kvazzz said:
"Oh, I've just purchased a new Mini Cooper, and it's broken. I'm within a warranty period, can I get a new one? "
That was highly disrespectful to me. I do not appreciate this or the numerous other implied comparisons on this thread between my comments and the inevitable obnoxious customers who may give personnel in VZW stores headaches.
Name one industry where there aren't unreasonable people making idiotic demands - as if that is some kind of excuse for what I was criticizing. (Which was: poor and unfriendly service in MY local Verizon store, and certain company policies that in MY opinion are not user-friendly.)
There's an expression for this line of argument: Blame the Victim. I.e....
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Actually, its a pretty good analogy. They wont replace the whole car, but, they will replace the part with a new one. If you want the damaged part in your phone replaced with a brand new part, send it to the factory. It may take a few months.
Why blame the carriers. They are not the ones that built the product. They are not the ones that HAVE to honor the warranty. They do it as fast as possible. I have never had a problem regarding appearance and condition with a referb. As stated before, the turn around time is pretty decent compared to sending them to the factory for repair.
I do feel the time should be extended from 15 days to 30 days.
The problem with today is that due to frivilous law suits, we have become a " Not my fa...
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Why blame the carriers. They are not the ones that built the product. They are not the ones that HAVE to honor the warranty. They do it as fast as possible. I have never had a problem regarding appearance and condition with a referb. As stated before, the turn around time is pretty decent compared to sending them to the factory for repair.
I do feel the time should be extended from 15 days to 30 days.
The problem with today is that due to frivilous law suits, we have become a " Not my fa...
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cshlafer,
I completely agree with you and your situation. When my floppy drive in dell laptop went out I had only had it for 3 months. I wanted them to give me a new computer but they refused saying that it was only the floppy drive that was bad not the laptop itself.
It was terrible that they sent a tech to my house to replace the floppy free of charge. I was so disgusted. You would think they OWED ME MORE THAN THAT DAMNIT ! ! Hmmmmm - Owe me - OWE Me.....OWE ME - No body owes you anything !
cshlafer, I am not a VZ employee. I am an indepedent agent that doesnt even sell VZ. But I have to tell you, you are a complete idiot. If VZ is willing to swap out your handset without you having to waite the 6 weeks it takes to send it off and ...
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I completely agree with you and your situation. When my floppy drive in dell laptop went out I had only had it for 3 months. I wanted them to give me a new computer but they refused saying that it was only the floppy drive that was bad not the laptop itself.
It was terrible that they sent a tech to my house to replace the floppy free of charge. I was so disgusted. You would think they OWED ME MORE THAN THAT DAMNIT ! ! Hmmmmm - Owe me - OWE Me.....OWE ME - No body owes you anything !
cshlafer, I am not a VZ employee. I am an indepedent agent that doesnt even sell VZ. But I have to tell you, you are a complete idiot. If VZ is willing to swap out your handset without you having to waite the 6 weeks it takes to send it off and ...
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You are all forgetting one important fact, Verizon doesn't allow you to buy a phone directly from the manufacturer so they shouldn't expect you to return a phone directly to a manufacturer. I really wish I knew what they put in that corporate koolaid to make all of you drones defend corporate policies so strenuously.
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Thank you! I was beginning to feel like I'd been teleported to the Consumer Twilight Zone.
Criticizing Verizon seems to really ruffle the hackles of the "regulars" on this board. Clearly many of them are involved with promotion and/or sales of the company's products or services, while others are probably just loyal apologists expressing their corporate zeal.
I would never have raised these issues (or joined the board at all) if I'd realized this. Silly me, I thought this was a place ordinary people could come and talk about cell phones and their problems with them. Shows you what I know.
I really wouldn't have minded as much if they could have just kept their language and tone civil. A number of them have been aggressive, and a...
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Criticizing Verizon seems to really ruffle the hackles of the "regulars" on this board. Clearly many of them are involved with promotion and/or sales of the company's products or services, while others are probably just loyal apologists expressing their corporate zeal.
I would never have raised these issues (or joined the board at all) if I'd realized this. Silly me, I thought this was a place ordinary people could come and talk about cell phones and their problems with them. Shows you what I know.
I really wouldn't have minded as much if they could have just kept their language and tone civil. A number of them have been aggressive, and a...
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Don't get me wrong, I am a satisfied Verizon wireless customer, I just have a problem with the "reps" complaining so much about customers. People that read these forums probably form a fairly low opinion of sales reps based on the comments made here. My only 2 complaints with Verizon are no non-PDA smart phones and sales people that are laregely uneducated about the equipment and services that they are trying to sell you. The only reason I buy phones at corporate stores and not on line is because if you do happen to have a problem they are a bit more willing to help if you return a phone to the store that you bought it from.
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gadgethead said:
Don't get me wrong, I am a satisfied Verizon wireless customer.
Me too. And I said so at the beginning of my original post.
People that read these forums probably form a fairly low opinion of sales reps based on the comments made here.
This has certainly happened to me. I figured my problems were limited to attitudes and incompetency at my local VZW store. Now I'm not so sure.
My only 2 complaints with Verizon are no non-PDA smart phones and sales people that are laregely uneducated about the equipment and services that they are trying to sell you.
Just be careful saying that out loud here!
The only reason I bu...
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cshlafer - when "customers" think that the world owes them and "customers" do not take responsibility for anything it tends to wear on anyone, even the most patient.
We get tired of customers coming into the stores claiming "I dont know what happened, it just stopped working and I want a new phone!" Now we take it back to the tech and in 10 minutes he comes back with the phone and tells the customer it has water damage. 9 out of 10 times the customer gets mad at us because they think we should still replace the phone.
Or a better one, the customer brings in the phone with a broken LCD or cracked housing and feel that should be fixed under warranty or get a FREE phone with swap out of their old broken phone. Broken LCD or housing is no...
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We get tired of customers coming into the stores claiming "I dont know what happened, it just stopped working and I want a new phone!" Now we take it back to the tech and in 10 minutes he comes back with the phone and tells the customer it has water damage. 9 out of 10 times the customer gets mad at us because they think we should still replace the phone.
Or a better one, the customer brings in the phone with a broken LCD or cracked housing and feel that should be fixed under warranty or get a FREE phone with swap out of their old broken phone. Broken LCD or housing is no...
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Technically - No is does not. I dont know what business your in but it obviously has nothing to do with any type of electronics.
All warranties cover defects in the product. Warranties do not ever cover abuse or physical damage.
Insurance on the other hand does cover loss, theft, and physical damage. But you pay extra for that insurance.
All warranties cover defects in the product. Warranties do not ever cover abuse or physical damage.
Insurance on the other hand does cover loss, theft, and physical damage. But you pay extra for that insurance.
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actually the Verizon Wireless web site, which I assume would be the relevant source here, states that the complete replacement coverage combines the extended warranty and insurance. Thus it is "technically" a warranty. And I an an engineer in a company that makes phone equipment, not phones, the equipment in between the phone and the "switch".
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So I guess the warranty that fixes the transmission in your car also covers the repair if you get into an accident and dent the fender?
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Why do you people insist on trying to compare the cell industry to other industries? can't you form a coherent though without borrowing from a different industry? OK lets compare the automobile indutry if it makes all of you warm and fuzzy. When the auto industry is run like the cell industry then the companies that make gasoline will only allow you to put their gas in certain makes and models of cars. Like Exxon will only allow you to use their gas in Ford Mustangs and Toyota Tundra pickups, and you can only use auto's that you buy from an Exxon station. All other vehicles will not be supported and if you purchase one and try to use Exxon you may be able to go only 30 MPH. Oh and the town you live in only has EXXON stations. There now lets ...
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Gadget,
I have read many of your theads in the past and always respected your thoughts, but on this particular subject matter you have not a clue what you are speaking of. You are an "engineer" you are not in the cell phone business, you do not deal in customer service. Your only knowledge of this business is what you have read in these forums. Therefore your opinion is just that, an opinion. It has no merit of fact. It would be like me telling you how to your job. I am sure you are an expert in your field as I am in mine and therefore I will acknowledge you know more about your industry than I do. I on the other hand know more about my industry than you do. My point is simple, your opinion and input is always welcome because that is what ...
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I have read many of your theads in the past and always respected your thoughts, but on this particular subject matter you have not a clue what you are speaking of. You are an "engineer" you are not in the cell phone business, you do not deal in customer service. Your only knowledge of this business is what you have read in these forums. Therefore your opinion is just that, an opinion. It has no merit of fact. It would be like me telling you how to your job. I am sure you are an expert in your field as I am in mine and therefore I will acknowledge you know more about your industry than I do. I on the other hand know more about my industry than you do. My point is simple, your opinion and input is always welcome because that is what ...
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you are right, I do not work in the cellular field, I did work in the customer service field which is why I am now an engineer. I do have tons of respect and sympathy for anyone that deals with customers. My only point here is that cell companies completely controll the sale of cell phones, especially Verizon Wireless. This business model, while probably being easier on network compatabiliy issues, leaves the customer at a distinct disadvantage. There is no other industry to my knowledge that has such a complete hold on their market and is not called a monopoly. This is what breaks down when people in the customer service part of the industy fire back at customers being too demanding. When cell carriers give people freedom to buy on the open...
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Well - a monopoly would be if a carrier (using verizon as the example) only sold their product at verizon owned locations, and therefore could control the pricing of the equipment without any type of competition, the term of the contract and how they would handled some of the issues we are speaking of here.
The fact is that there are many cellular companies for customers to choose from so verizon does not hold any type of monopoly on cellular service. All carriers offer their product at a number of different retail settings. You can get a cell phone anywhere from a corporate owned location, radio shack, independently own agent loactions and also at big box stores like bestbuy, curcuit city, walmart, sams and a number of other places. All o...
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The fact is that there are many cellular companies for customers to choose from so verizon does not hold any type of monopoly on cellular service. All carriers offer their product at a number of different retail settings. You can get a cell phone anywhere from a corporate owned location, radio shack, independently own agent loactions and also at big box stores like bestbuy, curcuit city, walmart, sams and a number of other places. All o...
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Here's the thing, I'm not arguing with your numbers or what the actual business of selling phone is and I actually agree with 99% of everything else your saying. Monopoly is a bit of a strong word, what I'm trying to say or get across is that when someone controlls every aspect of their business like Verizon wireless whith phones they leave the customer with a limited amount of choices. I have actually never had a bad experience with a Verizon Wireless customer service rep, I have had to walk out of a couple of stores when the sales person was talking to me as if they had never seen a phone before that moment. The only reason I ever respond to any of these posts is because sometimes the sales reps seem as irrational as the customers, and to ...
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Nice try, but wrong. Insurance is $4.99/month by itself. The extended warranty is $1.99/month by itself. I'm sure you agree that the insurance and the warranty cover two different things. Now, you take the Total Equipment Coverage for $5.99/month (of which you are referring) and you get the same extended warranty and same insurance that you had before. You simply get a discount for having both features at the same time. Regarless of if you have one or have both, a warranty is still a warranty and insurance is still insurance. Warranties do not cover physical damage, ever, period. So "technically," no, it is not a warranty, it is a combination warranty and insurance package.
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Wow, you've really changed my life by taking the time to explain this to me. thank you so much, you are truly a wise man and should be heralded as a beacon for all mankind.
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No body said anything about a customer buying or returning a phone direct to the manufacturer. This topic is about a customer who thinks because their phone acts up "within warranty period" that Verizon should swap out the handset for another Brand New Phone not a Referbished Phone.
Those of us that you say are drinking Corporate Coolaid (I dont work for any Carrier)feel that a customer who bought a New phone in January and starts having trouble with it in March should go back to the place they got the phone, get a FREE loaner phone while the place they got the phone send it off to be repaired by the manufacturer. What is actually happening is the place they got the phone is swapping the handset out for the customer, but for the customer t...
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Those of us that you say are drinking Corporate Coolaid (I dont work for any Carrier)feel that a customer who bought a New phone in January and starts having trouble with it in March should go back to the place they got the phone, get a FREE loaner phone while the place they got the phone send it off to be repaired by the manufacturer. What is actually happening is the place they got the phone is swapping the handset out for the customer, but for the customer t...
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wrong, the carrier is in complete control of the situation, so they do owe the customer a bit more consideration than in more conventional retail industries. I personally think that it's time for the carriers to allow customers to decide what phones they want, I would much rather deal directly with a manufacturer for a phone and a carrirer for service. You know the way that land line service works now. People buy phones from best buy and service from Verizon and the two are completely seperated.
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gadgethead said:
...they do owe the customer a bit more consideration than in more conventional retail industries. I personally think that it's time for the carriers to allow customers to decide what phones they want.
Sounds like whining to me. Total sense of entitlement in your attitude. You don't get that Verizon doesn't owe you a da*n thing once you sign the contract. If you don't like it, don't sign!
How'd I do, C.Dude?
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I guess it's good that you have this forum to blow off steam and say to the customers what you can't during the day.
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But the carrier will still need to test the phones and certify them on the network. Unlike a landline, wireless service has protocols and other associated software/hardware/firmware associated with getting the equipment to work right. A manufacturer will not take the time to test the phones as thoroughly as VZW does before they're released. Doing business they way they do now, VZW can gaurantee any handset you buy from them to be compatible on their network.
I work in computer support, we have a very specific set of hardware that can be deployed in our environment. This reduces the number of OS images we need to keep on hand, also reduces the types of parts we need to keep on hand. This also allows the business we support (the stand...
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I work in computer support, we have a very specific set of hardware that can be deployed in our environment. This reduces the number of OS images we need to keep on hand, also reduces the types of parts we need to keep on hand. This also allows the business we support (the stand...
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I agree. Not to mention that IF the custer WAS to send their phone out to the phone manufacturer for repair, THEIR phone, which they get back after repair, is a refurbished phone ANYWAY. VZW just speeds up the process by providing a refurbished phone in-store instead of making the customer send theirs out for repair and having to wait for THEIR phone to return, as a refurbished unit.
The warranty likely says (I suspect it's like every other warranty) "Repair or replace at manufacturer's discretion. Replacement may be a refurbished model". VZW just follows this guideline.
The warranty likely says (I suspect it's like every other warranty) "Repair or replace at manufacturer's discretion. Replacement may be a refurbished model". VZW just follows this guideline.
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You should read between the lines. What would you prefer, sending your phone back to a manufacturer (or repair facility, like Radioshack does) or get you phone replaced on the spot, even if it involves replacing you phone twice in a row. (someone did mention to you that you should've look at the replacement, or make a test phone call). Either way, you're getting a phone. I don't know about you, but my time is valuable to me.
I'm sorry that you've got a bad replacement, but, trust me, having a working phone the same day is pretty good service, if you ask me. Just out of curiosity, ask anyone who have purchased and fixed his or her phone in RadioShack.
I didn't mean to offend you in any way, I'm just pointing that mankind by nature is n...
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I'm sorry that you've got a bad replacement, but, trust me, having a working phone the same day is pretty good service, if you ask me. Just out of curiosity, ask anyone who have purchased and fixed his or her phone in RadioShack.
I didn't mean to offend you in any way, I'm just pointing that mankind by nature is n...
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Personally I wouldnt Give a **** if it was RFU or not the fact of the matter is its how Verizons Employees Treat People
Ive had Complete Idiots and Rude Reps on Both Telesales and in the stores and Ive had the most helpful and wonderful employees at both
it would be nice if Verizon made it easy to contact a regional manager
when in the stores Ive asked for a Manager and the "tech" said there is no manager on the weekeneds then when I watch a manager come out and go to another customer and say Im the Manager it Pi$$es me off
when I ask that manager questions and they wont speak to me directly about my problem but send a minion to take care of the problem (back to square one) it makes me angry I ask employees for their names they wont tel...
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Ive had Complete Idiots and Rude Reps on Both Telesales and in the stores and Ive had the most helpful and wonderful employees at both
it would be nice if Verizon made it easy to contact a regional manager
when in the stores Ive asked for a Manager and the "tech" said there is no manager on the weekeneds then when I watch a manager come out and go to another customer and say Im the Manager it Pi$$es me off
when I ask that manager questions and they wont speak to me directly about my problem but send a minion to take care of the problem (back to square one) it makes me angry I ask employees for their names they wont tel...
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Did you notice the name-tags? If it was Verizon corporate, it's mandatory... so?
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our Area Team Leaders for the most part are like the GM's on most MMORPG's. They only tend to show themselves by petition or pop-up instore at rather inoppertune moments (like when I forget my badge or FRU key.)
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At the Other Stores I visit they have Name Tags
I stopped at 3 stores that day Name Tags Were present on all employees this Corporate sotre however No none
The last store I went to was great and helpful and I told them the incident and they said let me guess the "^^^" store and I was like yeah thats where I was employee just smirked and said Im not surprised
I stopped at 3 stores that day Name Tags Were present on all employees this Corporate sotre however No none
The last store I went to was great and helpful and I told them the incident and they said let me guess the "^^^" store and I was like yeah thats where I was employee just smirked and said Im not surprised
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Well from what I can see here you sound like one of those customer who will yel at anyone to get your way.
Sorry but the last thing a rep wants to do is help someone like that.
Try being nice, and considerate of the employee. And understand that we are just "employees" we don't make the rules, we just enforce them.
Ever heard the saying "Don't shoot the messenger"?
Sorry but the last thing a rep wants to do is help someone like that.
Try being nice, and considerate of the employee. And understand that we are just "employees" we don't make the rules, we just enforce them.
Ever heard the saying "Don't shoot the messenger"?
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While I might agree with your frustration over the arrogance and disrespect for customers of Verizon employees, your offensive tone and nasty language in my opinion undermines the credibility of all customers trying to raise legitimate complaints.
Making personal attacks only brings you down to their level, and calls into question any legitimacy your arguments may otherwise have had.
Making personal attacks only brings you down to their level, and calls into question any legitimacy your arguments may otherwise have had.
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Customers like me who have expectations the sales reps (or those who defend them) find unreasonable may be mentally comparing the sale and promotion of cellphones to that of other products. I mentioned this in an earlier post, and repeat it here:
"I just find it annoying that the setup with warranties in the wireless industry is as it is compared with sales of other categories of products. For example, I doubt if there are many other name-brand electronics or appliance products you can't get a full refund or replacement for (i.e., a brand-new replacement) if they break after only having owned the item for two weeks! Think digital cameras, TVs, stereo equipment, small appliances, computer hardware, etc. All I can figure is that this is a t...
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"I just find it annoying that the setup with warranties in the wireless industry is as it is compared with sales of other categories of products. For example, I doubt if there are many other name-brand electronics or appliance products you can't get a full refund or replacement for (i.e., a brand-new replacement) if they break after only having owned the item for two weeks! Think digital cameras, TVs, stereo equipment, small appliances, computer hardware, etc. All I can figure is that this is a t...
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I wish that the customer was charged full retail on the phone. And no, not the price you pay for buying in lots of hundreds of thousands of units ,but, the full retail. This would eliminate alot of problems such as ETF's.
I wish the customers had to deal with the manufacturers to get them replaced or repaired. This would also eliminate alot of problems. Trust us, we will give you the number to the manufacturer if you want to argue with them why you should get a brand new phone to replace one that is months old. We know our replacement guidelines. We have to stick by it. This was a guideline that most of its input came from the manufacturers. If you have concerns, address them. You are beating a dead horse here.
I wish the new replace...
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I wish the customers had to deal with the manufacturers to get them replaced or repaired. This would also eliminate alot of problems. Trust us, we will give you the number to the manufacturer if you want to argue with them why you should get a brand new phone to replace one that is months old. We know our replacement guidelines. We have to stick by it. This was a guideline that most of its input came from the manufacturers. If you have concerns, address them. You are beating a dead horse here.
I wish the new replace...
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I would have to agree with all of your points. as a cell customer I would welcome the day when I could buy any CDMA phone that I wanted and use it on the Verizon Wireless network. Remember when DVD players first came out and you have to pay around $1000.00 to $1500.00 for one, you can get one now with more features for $50.00. This is what a free market economy is supposed to work out on it's own.
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I just Wish For Reps That Were Honest And Up Front No Lies No BS
I sell in a small store Not Corporate I have to GO to corporate stores for Firmware Upgrades for my phone
If I ever treated a customer the way Corporate stores do I would EXPECT to get fired
Thank god there are 3 or 4 corporate stores within a 15 mile radius
but when a person has to drive 95 miles just to GET in the same city as the corporate stores
it does suck
I sell in a small store Not Corporate I have to GO to corporate stores for Firmware Upgrades for my phone
If I ever treated a customer the way Corporate stores do I would EXPECT to get fired
Thank god there are 3 or 4 corporate stores within a 15 mile radius
but when a person has to drive 95 miles just to GET in the same city as the corporate stores
it does suck
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Not me. I like getting subsadized costs on equipment. I'd rather not spend $300+ on an awsome phone that I could get for $50-$100.
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I guess my only complaint about that is moto, lg, and whatnot would start concentrating hard on making phones less expensive instead of advancing them with cool features. I think we get big leaps in wirless becasue the customers can buy mp3, playing video phones with bluetooth and all that other crap for 100bucks. Just curious on how many 8100's and razors we would sell at 300-400 bucks, i have a fealing most people would be carrying cheaper models. I think we should give people the option, no contract (phone 350), 1 year (phone 250) 2 year(phone 150) or something along those lines just so you have an option of no contract
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gadgethead said:
I would have to agree with all of your points. as a cell customer I would welcome the day when I could buy any CDMA phone that I wanted and use it on the Verizon Wireless network. Remember when DVD players first came out and you have to pay around $1000.00 to $1500.00 for one, you can get one now with more features for $50.00. This is what a free market economy is supposed to work out on it's own.
This is how it is in Europe, and sorry to tell ya, there's no $19.99 phones for sale over there. When you consider the amount of technology that are in handsets nowadays, and the amount of money the manufacturers are putting into R&D on new products, the retail price on phones is already rock-bott...
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Achiever,
Thank you for expressing to some of these guys, (not all) how well they have it now. It seems that someone always finds something to complain about, no matter how good they have it, there is always someone that finds fault in everything.
Thank you for expressing to some of these guys, (not all) how well they have it now. It seems that someone always finds something to complain about, no matter how good they have it, there is always someone that finds fault in everything.
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I'm hoping that this story is right, then we can all buy phones whenever we want a new one and not have to worry about discounts.
http://news.com.com/Is+a+20+cell+phone+on+the+horizo ... »
http://news.com.com/Is+a+20+cell+phone+on+the+horizo ... »
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my $500 rockford fosgate stereo died after a month of service and the hhgreg said i needed to contact them for waranty and they sent me a refurb! Oh well, it still worked and looked new but had a sticker on the top that said refurb that was obvious but not seen after installed
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