Rumor has Verizon close to making an announcement that will differentiate it from rivals

Rumor has Verizon close to making an announcement that will differentiate it from rivals
While T-Mobile loves to brag about fixing customer pain points with each Un-Carrier move, here's a pain point that no carrier appears willing to fix. When you send in your broken phone to be replaced under warranty, even if you just purchased it, you will most likely receive a refurbished unit. Now we can understand this if the phone being exchanged had been used for several months, but someone we know had purchased the LG G3 when it was LG's latest flagship model. He also purchased a case that was recommended by the Verizon rep who also put it on the handset. A couple of days after purchase, the owner of the device tried to remove the case, but it was so tight that the volume button came off. And when this long-time Verizon customer exchanged his unit for a warranty replacement, he received a refurbished LG G3.

As we said, this is par for the course and is something that most carriers do. The LG G3 owner complained to Verizon, even getting through to then CEO Lowell McAdams, but the carrier would not budge. T-Mobile's own support page says, "The good news is that there are a few options to replace a defective device, including exchanging it, as long as it is under warranty. The device you get in exchange may be a like-new device."

While the major U.S. carriers don't seem ready to change this policy, according to Cord Cutters News, Verizon is planning to offer same day replacements for broken phones. Citing an unnamed Verizon executive, the report says that Verizon customers will be able to take their broken phone (under warranty we assume) into any Verizon Wireless retail location and walk out with a replacement if there is one in stock. While the original story says that Verizon customers "will reportedly be able to walk into any Verizon Wireless store with (a) broken phone and walk out with a new one," we would doubt that. Most likely a refurbished model will be offered in exchange.

The Verizon employee says that the nation's largest wireless provider is planning on unveiling this new service within a few weeks. The carrier is hoping to offer same day phone replacements as a way to differentiate itself from AT&T, T-Mobile, and Sprint.

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12 Comments

1. ckoch125

Posts: 193; Member since: Oct 29, 2012

So they are going back to how they used to do it years ago. I remember when they had those "reps" that just worked on phone repairs and you would get a replacement that day. Funny how they went away from it and now are bringing those back.

2. Jphones

Posts: 253; Member since: Feb 10, 2012

Dam this makes me feel old. I remember the days when you basically got a new phone without the accessories from the box at any store. Ha was back in sidekick days

6. dexpa08

Posts: 3; Member since: Jun 09, 2019

I too miss the service I brought to you guys... It was a sad day they laid us all off

3. Derekjeter

Posts: 1455; Member since: Oct 27, 2011

These were the days when you could get same day replacement from the box with out accessories. Today, I can’t even get a next day replacement for my Pixel. At least with iPhone, Apple will replace same day.

4. libra89

Posts: 2252; Member since: Apr 15, 2016

This is good. For them though, I can picture them only keeping phones that came out that year or the previous one and they would have to be popular ones too.

5. dexpa08

Posts: 3; Member since: Jun 09, 2019

Lol I was one of those reps.. we swapped out phones that we thought where defective... However guys they were old phones with used ESNs back then.. the company didn't like us cuz we new the truth about all of the devices and wouldn't lie to the customer...

7. cleatglitch

Posts: 157; Member since: May 25, 2013

t-mobile should undercut them...that you don't have to pay that final replacement fee...if you pay insurance by the month

10. Mirwin

Posts: 2; Member since: 2 days ago

They can't drop the deductible as they aren't the insurance provider. Assurion, who's company name I'm sure I'm botching, is who insures the phone and sets the deductible for at least TMobile and AT&T. Other carriers may use them as well, but I've either not made an insurance claim through or had service through other carriers

8. matistight

Posts: 927; Member since: May 13, 2009

"A couple of days after purchase, the owner of the device tried to remove the case, but it was so tight that the volume button came off." Jesus, how does this person get through life???

9. matistight

Posts: 927; Member since: May 13, 2009

T-Mobile already does this, but you need to have insurance. I am pretty sure they will drop the insurance part and do the same thing Verizon is said to do if Verizon does this.

11. Mirwin

Posts: 2; Member since: 2 days ago

No, they don't always do this. My last two replacements had to be shipped to me from the insurance provider Edit to add: there's the option to have it shipped to the store rather than your home, but you will not walk in with a broken phone and walk out with another phone even with insurance

12. dexpa08

Posts: 3; Member since: Jun 09, 2019

It was depended of the tech you go if it was me and you had insurance I would make the call and get you a brand new one... Cell phone company are a rip off

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