14 Day Worry Free Guarantee

Question

I understand the 14 day policy, but, let me explain where it's fundamentally flawed.  There should be a delineation between a warranty exchange and someone swapping out a phone for unliked features.  I like my S3, only if it works however under the current Verizon policy, as it was explained to me by both Tech and the Supervisor, I am only allowed one exchange or return.  Really, Verizon?  Even for defective phones?  No such thing as a Warranty Exchange?  Originally I was told I would have to pay a $35 restocking fee to return my S3 for another S3, but, after some reasoning the woman at Tech decided to "look into it" and determined, no- same device exchanges are immune from this fee.  If the second phone is defective, which I suspect it will be, my choices as explained to me by the Tech and Supervisor is as follows: 
If I want to keep the S3...
1) Send the brand new phone back to Samsung for repair for an unknown amount of time.
2) Accept a pre-owned device in exchange for my brand new device. 
3) Deal with owning a defective device and work with it's problems.
If I want to swap out my second defective S3 for a different device...
4) Purchase a new phone of a different model for full retail.
5) Purchase a phone of a different model as a used/pre-owned device through Verizon or other
I'd like to offer my thoughts, in order of my "choices" as given to me by your Representatives:
1) I'll be without it forever. How long am I supposed to be without my "new" phone?
2) I just paid you for a *brand new* device.  If I wanted a pre-owned device I would have bought one pre-owned.
3) What?  How is that even a remotely acceptable solution?
4) So, you send me two defective devices and you expect me to pay you full retail to move to a device that functions correctly and doesn't use me as        a beta tester?
5) See #2
From a consumer standpoint, this is terrible business practice!  I just purchased a new phone.  You sold me a lemon.  I wanna swap it out for another of the same model and *if* that phone is a lemon as well, I'm 1) without a phone for who knows how long, 2) Just paid $200 and signed up for a 24 month contract for a used phone, 3) Pay $500 plus to get into a device that works or, 4) Purchase a used phone.  No option is good.  See, I want the S3 but if it can't work out of the box-  why should I still not be able to switch it out.  It's not as if Verizon has to eat the costs-  You'll send them back to Samsung for repair anyways, at no cost to you so ***?  I understand some can be abusive but you've swapped out 3 of my Wife's iPhones for her in the first week and did it gladly.  Is it at the whim or discretion of the person answering the calls dependent upon their mood and how the stars are aligned?
I doubt, however, that these words typed with my finger tips will even get a response from you.  Seems this forum is meant to allow frustrated users an area for them to *think* their words are being heard.
Lame.

Answer 1

It does not clear things up.
You mention:
SydneyK wrote:
That one exchange or return you mentioned is related to you deciding within 14 days that you want a different phone, or want to return the new phone and go back to using what you had. There is no restocking fee for a warranty exchange, but there is to exchange for a different model or return within 14 days.
Even that logic is flawed and again exemplifies why the 14 day worry free guarantee is fundamentally flawed.  I would be asked to pay a restocking fee for a device that is not functional?  A restocking fee implies that an employee will put the phone on a shelf for resale.  A defective device cannot be resold.  Again, why would I have to pay a restocking fee for a defective device?
This is what I didn't understand last night and I don't understand now.  I'm returning the device because it's defective.  Not because I am unhappy with it.  I would like to recieve a functional device exactly like what I have now but if I cannot receive a functioning device, and Verizon cannot guarantee I will, I will be forced to purchase a new phone at full retail *if* it's decided that my second device is defective as well.  I understand I can continue to swap out warranty replacements with no limit.  That part is clear.  However, it is my understanding that the flaw I am having with my S3 is widespread and until a software update is implemented by Verizon and Samsung, these phones will continue having the same issues.  This means, I will continue to receive defective devices until the update is implemented.
You've got to see how flawed this is...
I simply want what I paid for and if that cannot be provided to me I fail to see why it should cost me more money *and* leave me with a defective device.
At the same time, I was just told by a VZW Online customer support rep that "If I swap my defective device, for the same device, it does not eliminate the balance of my 14 day worry free guarantee."
Lame guys.
Not even Verizon can agree on it's own policies.  Furthermore, your grotesque interpretation of the 14 day worry free guarantee, which originally started to help customers find the right device for their needs has now been twisted and convoluted so it's policy can be applied to defective devices.  This practice is disgusting and further solidifies my desire to distance myself and my money from Verizon.