Replacing New Iphone SE device under warranty

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Level 1

8 points

Replacing New Iphone SE device under warranty

I purchased a prepaid Iphone SE from Verizon online. I am within my 14 day warranty. Yesterday I spent 4 hours literally on the phone with Verizon trying to accomplish a replacement (the sim is fine, even Verizon agrees that the device is defective). However, apparently because the phone was prepaid in full, no one at Verizon knows how to accomplish this. Does anyone have any suggestions?

Can I return it an Apple store even though I purchased it through Verizon. I don't want to change the type of phone, just replace a defective phone within the 14 day warranty. Thank you so much!

iPhone SE, iOS 14

Posted on Dec 13, 2020 8:55 AM

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Answer 1

Top-ranking reply

Johnathan Burger

Level 9

68,299 points

Dec 13, 2020 9:21 AM in response to VEM282

You have to go through Verizon.

You didn't buy it from Apple so you can't return it to them.

There is no 14 day warranty, it is a 14 day return policy.

You have a 1 year warranty through Apple.

If you want to restart the troubleshooting process and have your phone serviced, contact Apple Support.

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Answer 2

Dec 13, 2020 9:28 AM in response to VEM282

If it is truly defective and thus you’re making a warranty claim, Apple could do that for you. But Verizon does have a 14 day return policy as well (https://www.verizon.com/support/return-policy/) although they do charge a restocking fee. If it was defective out of the box, I would press them to simply replace it with a properly functioning new device.

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Answer 3

VEM282 Author

Level 1

8 points

Dec 13, 2020 9:36 AM in response to Michael Black

Yes it was defective out of the box but the sales person talked me into trying it for a few days to see if it was "user error". It's not and the sales person and others at Verizon do say that they will waive the restocking fee but can't figure out how to make it happen - multiple people (6 at Verizon so far) just don't know the protocol for me to replace the phone (sigh). Thank you. I'm not trying to change phones - I like the SE 2020; I just need it to work properly.

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Answer 4

Dec 13, 2020 9:39 AM in response to VEM282

If the staff at a Verizon store or on the telephone are so poorly trained they cannot handle a simple return/exchange then insist on speaking to the store manager or if calling them, a supervisor. Anybody who works for a company with an explicit return policy should know how to handle returns or exchanges. If necessary keep insisting on speaking to the employee’s superior until you work your way up to someone with a clue.

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Answer 5

Dec 13, 2020 9:43 AM in response to VEM282

I have never used Verizon but I always buy my iPhones through Apple.

They are far easier to deal with than any carrier.

I find it very hard to believe that no one at Verizon knows how to do a return without the restocking fee or how to refund you the fee on your purchase of the new phone.

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Answer 6

VEM282 Author

Level 1

8 points

Dec 13, 2020 9:51 AM in response to Michael Black

Thank you Michael. The last person I spoke with at Verizon yesterday said that they've hired many new employees to help online due to the pandemic and they aren't fully trained. He stated that he used to be a store manager and to go directly to a corporate store and speak to the manager. As I have underlying medical issues, I was trying to do this online per my doctor's request to stay out of stores... Sadly the original sales person is out with Covid now and can't help - I had faith in her. She thought this would be easy for me - it's been anything but. I will head to a corporate Verizon store today and hope they can help. sigh

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Answer 7

VEM282 Author

Level 1

8 points

Dec 13, 2020 9:54 AM in response to Johnathan Burger

Thank you Johnathan. I will be buying my iphones through Apple henceforth. I agree the lack of knowledge about procedures is beyond comprehension. Then again, when I purchased the phone Verizon was having a "Holiday50" and the sales rep said she wasn't even aware of the promotion and proceeded to get her friend a new phone after I, the customer, told her about the promotion which was all over the internet. This has been an eye opener.

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Answer 8

Dec 13, 2020 10:01 AM in response to VEM282

If there is someone who could take it to the store for you and pick up the replacement, you could try that. Call the store directly and speak to the store manager and see if you could get it arranged so that someone you name could come in and do the physical exchange. Just perhaps an option to going yourself when you have concerns about that.

Other than the grocery store and pharmacy, I too have avoided all stores since March (I have heart and lung issues already, so don’t want to tempt fate over COVID either).

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Answer 9

VEM282 Author

Level 1

8 points

Dec 13, 2020 11:31 AM in response to Michael Black

They won't let you call the store directly anymore. They have all store numbers transferred to ring to a national help line. I actually tried to call. I do have a friend who lives closer who is at least going to stop by and see if they are open and if there is a manager working today. Thank goodness for friends - if so I'd probably best explain it myself - maybe we can talk outside (sigh) I'm in CT and this weeks forecast is ice and snow - so today is hopefully the day - it's in the 50's.

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Answer 10

VEM282 Author

Level 1

8 points

Dec 13, 2020 9:27 AM in response to Johnathan Burger

Thank you Johnathon. That's what I thought but Verizon has been such a nightmare that I thought I'd ask. Next time I'm going to the source and buying direct.

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Replacing New Iphone SE device under warranty

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