Verizon to drop return policy to 14 days on Jan 16?
0. phoneArena 13 Jan 2011, 08:38 posted on
Rumors have been circulating that Verizon Wireless, the nation's largest carrier, is planning to change its return policy to 14 days from the current 30 day period, and now more sources agree that the change will take place on January 16th, 2011…
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1. cellgeek82 (Posts: 518; Member since: 20 Dec 2009)
Why is Verizon constantly cutting options for customers? I just hope Verizon doesn't screw around with the iPhone and change stuff like they did with android.
5. XxVerbalxX (unregistered)
its true we already got the training on it. they do it because they can and it saves money by not having to sell those phones as used. plus if you do your damn research b4 u come into a store maybe then you wont need to exchange it. plus u still get a 1 year warranty if its defective after 14 days anyway. yes it still sucks but its not end of the world screwing customer drama u seem to feel it is. id b more pissed about the annual upgrades and NE2
6. XxVerbalxX (unregistered)
replied to the wrong guy...4 jogutier
11. jogutier (Posts: 324; Member since: 12 Feb 2010)
It's ok little buddy. We expected some type of error from a VZW employee. :p
15. XxVerbalxX (unregistered)
yeah i wouldnt recommend having me work on anyones account b4 my coffee. never mind try to post something that resembles english...
18. btbotimtim (Posts: 172; Member since: 08 Dec 2010)
one thing that i don't understand from carriers is that they offer 2 year contract and provide only 1 year warranty on defects. If they are promoting 2 year contract, they should give 2 year manufacturer's warranty instead of selling it. (i know phone insurance also covers lost and stolen but anyway)
40. Zorin (Posts: 152; Member since: 26 Jul 2010)
Well, maybe if VZW's specs weren't so 'off' we wouldn't have to exchange. Vortex posts epic battery life and it's completly false. U guys were right about my Env2. Last phone that I bought and didn't 'need' to return.
However, VZW customer reviews do help, but most of them are just hilarious. I.E. - Had the phone for an hour...love it, greatest phone ever. What you don't like, - nothing...
how the hell can u find anything negative in 1 hr. LOL.
2. jack hale (unregistered)
I'm a Verizon customer and have received NO notification of this policy change. If this "rumor" were true why would they not notify their customers.
20. Ayon (unregistered)
I almost hate to respond to this but as a current customer NO you will not receive some nifty notification in the mail. This does NOT effect your contract, plan, current phones, anything really. Your notification will be the next time you go into the store and buy a phone.
41. Zorin (Posts: 152; Member since: 26 Jul 2010)
When they changed the every-2 from $100-$50 and then from $50 to $30...I never heard anything from VZW. I found out the hard way...walked in to a store and some 4-eyed scab tell me, 'oh, you didn't hear about this' Like no you effin nub, I didn't. Thanks!
3. jogutier (Posts: 324; Member since: 12 Feb 2010)
Cause they don't care about their customers. You idiots are still going to buy the iPhone and any other phone that they put out. Quit acting like it hurts, when you totally ignore it after purchasing a phone.
35. maccmill (Posts: 67; Member since: 29 Oct 2010)
yeah, its not like verizon has a knife to your throat. If you don't like it, band together the 80 million customers they have and disconnect your service.... Then they'll be forced to offer better customer incentives.... but that would never happen, since we have no sense of unity in this country anymore... just like we've allowed the government to tap our phones and strip us of our constitutional rights.
Believe me, there are more important things on your plate in this country than Verizon telling you that you only have 2 weeks to return a phone.
4. Doakie (Posts: 1791; Member since: 06 May 2009)
Suspicious how all these policy changes are coming right when the iphone comes to Verizon. Makes you wonder if this is due to paranoia of large scale iphone returns, or large scale Christmas returns of android handsets coming back to exchange for iphones. I was also suspecting that they raised their new handset every year to every two at the request if apple to work in the new iphone every year sales model. Maybe they were doing it to slow the exodus of droid one owners moving to the iphone. Dunno but something smells fishy.
37. noneatthistime (unregistered)
Actually the reason for the change has a lot to do with Apple. They always have to run the show, and now since Verizon's carrying their products, they can't really make decesions without going to Steve Jobs first. Thats the main reason why Verizon rejected the I phone the first time they were asked to carry it. Apple is apparently the MAN and they want to rule this world!
7. xtroid2k (Posts: 512; Member since: 11 Jan 2010)
I worked at vzw until early 2009. And I must say vzw used to be very loose with customers and unfortunatly customers started taking more and more advantage of VZW. I was a cs rep and while they have alot of excellent customers they also have customers that they feel are owed the world and when verizon gives an inch they take a foot. Also it really doesn't matter cause if you get the good rep who cares about the customer who has a good supervisor exceptons are made anyway on a case by case basis. And finally you must remember that verizon is a composition of 5 baby carriers from the 90's. It takes along time to come up with national policies. and they are finally taking shape. Now that we are in a recession companies are now making sure that they are almost bullet proof financially. Although policies seem less friendly I think its good buisness
9. Justworkhere (unregistered)
That's about the best way to summarize the situation. Fact is, many third party resellers have a 14 day return period, so this is not unheard of. Now, perhaps I am the odd bird out, but I tend to research my purchases, so I will know with a few days if the product I purchased will work for me, and in that 30 days seems to be overkill and will likely only result in those phones being scratched and dinged more than they would if returned in less than 14 days. Now, returned phones are NEVER resold to customers, as new, at a corporate store, however they ARE sold to Assurion and/or resold by the corporate Customer Service call center as certified like new devices.
Wall o'text, sorry.
22. still mad (unregistered)
And don't forget,,NOOOOO insurance on an i phone. EVER. mine was stolen an apple charged me 600 to replace it
10. jogutier (Posts: 324; Member since: 12 Feb 2010)
Sounds like you still work there. :p I say just go to BestBuy Mobile. For all of your cellphone needs. They still have their 30 MBG and now have a buy back system their comming out with. O' and dont forget instant rebates. Yea baby! I'm sorry, but that is such a huge sales gimmick that I'm totaly agaist and charging you sales tax on the retail amount when you get a phone for half the cost. Verizon should be paying for that cause we're signing a contract. :(
14. Justworkhere (unregistered)
Be that as it may, there will always be an advantage to buying the device from a corporate location rather than dealing with an independent (this word is very important) third party reseller such as Best Buy. Third party resellers have very little corporate Verizon Wireless oversight, and because of this there have been many times that people have been, either purposefully, or accidently given wrong information on their accounts due to the reseller not having the same resources we have. Trust me when I say, after dealing with an inumerable amount of shady transaction from resellers, I as a consumer, would rather deal with the cor[porate source due to the bad taste left in my mouth.
My point still stands that 14 days is more than enough time for an educated consumer to realize that his purchase is appropriate for his/her needs.
16. jogutier (Posts: 324; Member since: 12 Feb 2010)
@ Justworkhere It's funny you mention of the things to go to a "Corperate Verizon Store, but these are the reasons that made me start going to a Authorized Retailer. Another important thing you forgot to mention (probably purposely) is rebates. I know don't cringe too much. :) So anyways, I do beleive that some Verizon Corperate stores do have the correct info, but not enough for me to visit unfortunately. I think I just travel to much. O' well.
21. justworkhere (unregistered)
Well, can't say I disagree with you in regards to rebates; I dislike them as much as you do. I understand why rebates are issued, but it doesn't mean I, as a consumer, have to like them. As far as the spelling issue, I mistyped on my cheap keyboard, attack the message not the grammar, although my spelling and grammar is pretty much better than most of what is here, although that is neither here nor there.
If you don't like rebates than purchase online. If you want a better price than, please, utilize the benefits of a capitalistic society and vote with your dollars. However, if that independent reseller bites you, than take responsibility for your actions and deal with your situation through them. Do me a favor and do not come to me expecting for me to make right what they screwed up, and certainly don't get bent out of shape if i tell you that my policy is to charge you twenty dollars to transfer your contact info from your old device to new; that is a service we provide without cost to those that give us thier patronage.
23. ReaverSpark (unregistered)
I'm sorry. But you're wrong. Simple. If you're THAT lazy that you'd rather drive to an authorized retailer to not mail in a rebate, why don't you just not buy a phone. It's people like you that make me sick.
Stop being lazy and actually WORK. Oh, and don't complain when your order gets screwed up at the reseller, then try to go to a corporate store to fix YOUR mistakes. I'd send you packing with the biggest smile on my face. Have some loyalty.
24. jogutier (Posts: 324; Member since: 12 Feb 2010)
Sorry ReaverSpark, it's not about being lazy. Don’t be judgmental. It's about the idea and money cost. With this economy you would think companies (Verizon) would try and give a helping hand with lower, if not eliminating the cost of rebates. O' but I forget. Verizon is a Republican owned business. So much for that reasoning piece.
26. idroid (unregistered)
@jogutier, it's a business not a charity. Go to the redcross if you're looking for handouts bro!
27. justworkhere (unregistered)
Republican, Democrat, Libertarian, Whig, or otherwise, it makes no difference. As previously mentioned Verizon Wireless is a business, not a charity. The fact that they are profitable means that they create wealth for not only themselves, but for others as they create jobs, which we than use to pay bill, buy goods, pay taxes (Liberals love that!), and generally do our part keeping this economy running.
Profits promote investment and spurs consumption, which if you had even a rudimentary knowledge of economics would understand is the reason that you (I assume you are a productive member of society) have a job.
Again, if you don't like it, vote with your wallet and go elsewhere. If Verizon wireless promotes practices that the consumers do not like than they will take their money elsewhere, possibly resulting in Big Red promoting different practices.
it isn't rocket science folks, it's Econ101.
25. idroid (unregistered)
now dude, not know
17. XxVerbalxX (unregistered)
i've run into that b4 w/tmobile at target. even though its a 30 day return from the store isnt that seperate from the companys 14 day trial? pretty sure ur money was refunded for the device but ur still porked by the contract. then again u'd figure best buy would have more pull anyway...
33. ABCD (unregistered)
That is exactly why they end up doing things like this. For example when the Early Termination Fee on smart phone was raised to $350 from $175. It was because customers would do the Buy one Get one Deals and then cancel service on at least one line and sell the extra phone on ebay or something for a profit. They lost a lot of money to scamming the system like that. Anyone who is actually trying to learn their new phone will know if it's right for them within a few days let alone 14 or 30. And the 1 year warrantee protects customers from the occasional Lemon. It is good policy and customer service is always there to help out.
8. JohnBFTL (unregistered)
It's not that big of a deal. T-Mobile has had a 14 day return policy for years. And if you live in a state like California, it doesn't mean dick anyway. California's 30-day policy for wireless would supersede this policy.
12. jogutier (Posts: 324; Member since: 12 Feb 2010)
That's true. Doesn't California have a 30 day policy for something like this, but some company get away with picking with policies to honor cause their a national company like Verizon.
13. JohnBFTL (unregistered)
They actually don't get away with that. I sell wireless. We have T-Mobile, At&t and Verizon. T-Mobile has to follow California's 30 day policy even though they are a national carrier. All companies have to follow any state laws that apply to the state they conduct business in.
19. Ayon (unregistered)
Okay, hopefully this can help shed some light on all of this because people seem to be going to extremes on each end.
The policy change is for a couple of reasons. 1. Lets all be honest with ourselves, people take advantage of policies. Its a fact of life people can be dishonest. Remember when Verizon had the policy where if you ported your number out before 30 days you wouldnt be charged ANYTHING? Well we had a ton of people jumping on and off for a free month of cell service and that went by the wayside. Its the whole a few ruin it for the many.
2. Cell phones really are in a league of their own compared to other electronics. Most electronics can be returned within 30 days IF you havent opened the box. TVs, Games, Movies, etc. If you open the box the most they can do is exchange it for the same thing if it doesnt work. Cell phone companies really dont have that luxury. You have to use the equipment in order to figure out if you like it and it works. So from a customer standpoint they have a lot less restrictions to worry about.
3. and probably most important. 30 days is a long time. That is a very long time to damage your phone, forget how close it is to the deadline, and overall cause more hassle for you. If a customer damages a phone they have to pay for it. No customer likes that and trust me reps hate having to tell the customer they need to pay and then stand by it. This should also help stop people from coming in on day 33 or 35 saying "well I was just busy and I didnt even start using the phone till a week ago so I didnt know I wouldnt like it!" As idiotic as that sounds....it happens all the time.
Now instead of looking at all the bad about this lets look at some of the pros? If your phone doesnt work at your house, work, wherever you go you should know within 2 days max right? If it doesnt work take it back, you havent had enough time to damage the phone and good news, you only have to pay for 2 days worth of service! Not terrible for something that didnt work.
If you dont know if you're going to like this particular phone or not okay you got 2 weeks, play with it, put it through the paces, if its not cutting it by the end of week 1 go take it back and get yourself something else.
All in all it may seem like a bad thing, and maybe it is to some people who rely on that longer return policy because maybe they live out in the boonies or cant make it to the store regularly, that does happen. But this should help streamline the process as well as help get rid of less headaches for the customers and the reps. The less restocking fees the better in my opinion and this will lessen the chance for that to happen.
28. FlipNC (Posts: 3; Member since: 13 Jan 2011)
While I agree with your basic reasoning for a majority of cell phone users, I for one will miss the 30-day policy. I spend some time each month on the road and need time to evaluate coverage in fringe areas that I don't go to on a weekly basis. I just returned a phone after 3 weeks having finally given it a thorough evaluation. While reception in well-covered areas was good, fringe area reception was much worse than my old phone. Folks who travel in these areas (and those who live there like you mentioned) should not be overlooked by Verizon.
30. Ayon (unregistered)
I agree with you completely. There are certain cases where 14 days will just not be enough, hell there were cases where 30 were not enough. However, like with most policies if you communicate with Verizon and have legitimate reasoning a lot of the times rules can be bent. Just inform them. Dont come in 3 weeks later and demand something be done and its the first time they have heard of it. Any company takes consideration of policies on a case by case basis.
29. tragichero (Posts: 163; Member since: 07 Jan 2011)
when a person comments on here saying they work for verizon and they have done the training and this new policy change will be in effect as of the 16th.... its BS! i work for verizon and there is no training.... nothing in the vzlearn site and nothing in the emails. I dont know for sure if this is happening or not but i wouldnt put money on it. so dont get your pantys in a bunch... even with the change verizon will remain to be the nations best wireless carrier... and now with the Iphone and the LTE smartphones coming there is just another reason to add on to my previous statement
34. ABCD (unregistered)
2 trainings and a webinar bud... it's going down
31. JohnBFTL (unregistered)
It's not BS. I work at Costco for the kiosk and we just got an e-mail this morning about it. They are also doing away with Annual Upgrades and New Every Two. I called my Verizon Rep to clarify it, and it launches on Sunday the 16th. Any customer that activates before the 16th still is entitled to the annual upgrade or new every two if their plan qualifies for it, but from there on out it will not be available. I still don't know how they are getting around California's 30-day law but from what I've been told it will be 14 days even in California.
32. Alianza (unregistered)
Its true about the exchange and return policy change. VZW employees had been notified and taken the training. Let me ask to those who complain....why would you need 30 days to try a phone? its just a phone!!!!!!!!!!....and where else do you get 30 days to try something? can you buy a car or a house and try for 30 days? c'mon lets be realistic and get the facts on the table. There is not need to get 30 days to try a phone, you know well enough within 14 days if the phone purchased will work for you or not. Lets be real people and stop crying....and this change will be notified to customers when upgrade or buy a phone on jan 16th. Any purchases before that date still on the 30 days policy.
38. hornetmx (Posts: 71; Member since: 12 Mar 2010)
I dont think its that complicated: 4G phones are coming up and im pretty sure people dont want to fork $300- $500 per device, so this is one way to minimize losses (incurred by phone returns) and maximize profits. We arent talking Moto StarTACs here.
39. Zorin (Posts: 152; Member since: 26 Jul 2010)
Man they just keep sending their business to places like best buy...from the return policy (30 days at BB) to the buy-back program. Oh, and if you are part of Best Buy rewards program...u get that too.
Best Buy give. Verizon takes. Nuff said.
43. Christopher (unregistered)
Verizon sucks!, They sell the most crappy phones. Went with T-Mobile and all is great now and so much cheaper. Who care's who sells the crappy iphone its just another high cost gadget on a conceited network who does not care about its customers. Its all about how big they can become and how much money they make.