Bogus Damaged Device Fee

I need someone to help me with this situation. I don't care if I need to climb the ladder at Verizon, or if someone can just lend a hand in getting this bogus charge off of my account. Below is an email I have drafted, hoping to send it to someone in Verizon Wireless, but have been unable to find anyone to get it to. I will be mailing a letter, calling, and doing one of those live chats if I have to. I'm not letting another big company walk all over the common person again. The email below explains my situation, and provides background on my issue with this Motorola Droid 4 since original purchase.
Hello,
I have a few things to say. The first is going to be the most obvious, and that is the fact that in direct contradiction of the text contained within your email, there were and are no pictures included in your email showing damage to the phone I had returned. The next thing I will say, is that the only damage you would have found on that phone would be the minor aesthetic damage on a couple of the corners, which had nothing to do with the claims I provided to your phone representatives. The problems I had with the phone were, if my memory serves me well, as follows:
1) It would, at times, not charge fully. This had nothing to do with me. I would put it on charge before bed, as I did just about every night, and there would be nights where it was still at 70% or so after a full night of charging. I would also like to stifle your cries to blame the charger by advising you that it was not the charger, because my wife and I swapped chargers to test that theory, and it did the same with hers, which has never given her problems.
2) The power button on the top would very often not work unless I put down significant pressure on it. This is contrary to not only what the phone had originally done when "like new", but also to my current "like new" phone from you and my friends' and family's phones. Although just a minor inconvenience, it still belongs on the list of complaints.
3) Quite often the phone would do this thing where something random would happen when I was in the middle of texting someone. This included, but is probably not limited to: volume change, pulling up a random number on the dialer, open another app, etc. Not only was this incredibly annoying, but also caused me to call a number or two that I did not want to.
4) The speaker on the back of the phone was completely blown out. Much like someone playing their music too loud in a car, the speaker on the back of that phone completely blew out on me. This caused me to never be able to use speaker phone to talk to someone, since their voice would sound like the garbled noises of the people on the other end of a phone call in an old cartoon. It also affected my use of GPS and Navigation apps for my delivery job, as the lady's voice was unintelligible.
5) Several of my apps ran like trying to play Doom 3 on a 90's computer. I'd open them, and it would be slow and laggy, making the app or game completely useless.
6) Although again minor, a few of the buttons on the keyboard were unresponsive at times.
I'm sure I'm missing something, as I cannot remember absolutely every problem I've had with this phone. This fee that you are apparently trying to charge me is completely uncalled for. Let me tell you the experience I've had with that Chinese made pile of garbage that Motorola is trying to pass off as a cell phone. First, I got the phone in July of 2011, I believe. I was working in construction at the time. I had the R2D2 Droid before that, and had to replace it when I dropped it and the screen was completely useless. Although I had very little money, and apparently had my "upgrade bonus" taken away by some bogus charge that went along with an upgrade at the store, I got a new phone. By the way, I think it's pretty cheap and bad business to give your paying customers an upgrade opportunity and then take it away when they go to get a new phone because of some fee at the store. What a scam that is. Anyway, I chose the Motorola Droid 4 because it had the slide out keyboard, which I wanted because I still was not into the whole touch keypad thing. I had to pay more than $200 out of my pocket for this phone, if my memory serves me right. At that moment, I had to dip into funds that were not only not mine, but were also supposed to be for something special in the future. But, I needed a phone ASAP, so I spent everything I had to get this phone. Within a month of owning it, the whole thing stopped working. I brought it back to the store, they initiated a replacement, and I soon got my "like new" replacement in the mail. Now, the fact that I had just spent a ton of money on a NEW phone, and within a month had to have it replaced with a "LIKE NEW" one really angered me. However, I let it go. I figured the "like new" would be just fine. That was up until the day it went black, as if I had shut it off (only I didn't), and then it never came back on. Nothing I, nor your people at the store, could do to it would bring it back. It was the second time one of these things had just stopped working on me. Once again, we went through the motions of getting a "Like New" replacement sent to me. Once again, I held my tongue about how much I felt ripped off by again having something that was "Like New" when I paid for something that was NEW. My third and final Droid 4 lasted up until the call that has now led to this email.
Now then, what I am trying to say is that this $299 fee you are nailing me with is >>removed<<. Pardon my language, but it is. Not only can I not afford to pay you people $300 of my hard earned money right before Thanksgiving, my daughter's very first birthday, and Christmas, but I shouldn't be paying you or China another cent of my money for this garbage phone. I know exactly what "damage" may have been on that phone, and I know for a fact that none of that aesthetic scrape damage would cause the problems I had with that third replacement. I think it was Benjamin Franklin that once said, "The definition of insanity is doing the same thing over and over and expecting different results." Well here's your proof: I had multiple issues with these phones. From the time I got the thing, I've had problems, and have been paying for it ever since.
I am asking that this email be given to the highest person possible in your organization. I will be calling tomorrow, 11/7/13 as well and requesting to get as high in the chain as I can. Until I speak to someone about this, and see these pictures I was supposed to get, I will not be giving you people any more of my money. I am cancelling my currently scheduled payment to you as soon as I can. Verizon is the only wireless company I have ever had, and I had planned on keeping it that way. However, if we cannot resolve this issue, I will be discontinuing my business with you, and will make sure to make as much noise as possible with everyone I can reach physically and electronically. A ****** off customer can make a huge problem for a company if they have the determination to go as far is as needed. And trust me, I've done this before with companies, I will do it again.
I am also going to copy this email, and send it to other people within your company if I can find them. I am far beyond my limit of companies walking all over me.
Regards,
>> Personal information removed and post edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

That was a long letter. however this is what you do. Send a dispute letter certified return receipt requested to the address on you invoice and pay only the portion not in dispute. File a small claims court case for that $300 plus the cost for the filing, and the postage costs for that initial certified letter. but file the court case don't just threaten them.
This non returned or damaged in transit back to verizon is a scam, google it and cry or laugh.
Even if they provided photos verizon cannot prove the damage was done by you. Again show the court your "factual" issues not emotional issues. Verizon will contact you before court to work it out. Settle for nothing less than the amount removed from your invoice, and the filing fees and postage costs credited to your account. If not go to court. That simple.
http://www.bbb.org and file a online complaint.
Good Luck

Similar Messages

Charged a broken device fee for a device not broken when sent.

I needed to start communication with others in the community about my most recent transaction with Verizon, dating back to the start of January 2014. I have been a customer (with full subscription) of verizon wireless since 2010. My most recent transaction has been extremely unsatisfactory and has completely turned me off to renewing my contract with Verizon when it is complete.
I opened a new line in November of 2013 in order to slowly phase into a phone number with an area code that matched my current living situation. I also wanted to enjoy a new phone, as my S3 had been slowly letting me down. My choice was the LG G2, which is a great phone with the exception of the first two that Verizon sent me had a major flaw, in which the phone would enter a lock loop, when I tried to open the phone up to use it. The issue happened over 50% of the time, and I had to wait several minutes in order to get the phone to work. Verizon, did what I thought at the time, was a very good job handling the issue and shipping me out replacements both times, finally landing on a 3rd LG G2 that did not have the issue.
I received an email a few weeks later that I was being assessed a $299 fee for a broken device. I immediately reached out to Verizon to find out what the heck was going on. I did not send in a device that had any physical issues, and only known issue is that aforementioned problem with the lock loop, which Verizon admitted was a manufacturer defect and replaced it. I spoke with a rep who assured me he was on my side and would help me rectify the problem. I went through almost an hour of communication until he told me that he would have to do more research and get back to me. The only thing I received was an email showing me a phone with a large singular crack down the middle. This is either not my phone or the crack happened off of my watch. I don't think I should be held responsible. Am I wrong here? I have been relatively pleased with Verizon and I don't mind paying a premium because they seem to have good service. I do have to say that this is completely unfair, and out of the principle of the issue I wouldn't renew my contract with Verizon, This is a shame for them, or I would hope, as I have two current lines and just got engaged which would mean my fiance would sign on with me at the end of her contract. I am certainly thinking of going elsewhere now.
I have spent a lot of money with these guys, and this seems like almost blatant robbery. If the cost made sense I would want to pursue the issue in small claims court. I am that insensed. At this point I started a new line to get a new phone and ended up paying more than retail for it, now I am saddled with another two year contract AS WELL AS having paid full price (now with a $299 fee) for the phone. I broke a screen once with my Samsung S3 and it cost me $100 to fix. I would have NEVER sent a broken phone in to get charged $300 for. I have to say I am extremely dissapointed. Safe to say once I stroke that check Verizon will have officially lost a customer.

Here is the problem. Verizon sent you a label to return the device via a carrier of their choosing. USPS or FedEx or UPS
when you packaged it there is a certain responsibility that it is packed securely.
Now having said that there can be a doubt; that the device was damaged by the return carrier. But that is an uncertainty, and it would be a decision for a court to decide.
You can file a small claims case against Verizon wireless and ask for the $299 plus the filing fees and the amount you lose from work per hour and then have Verizon prove that the photo was actually your photo.
Please be aware just showing a picture will not sway a judge to believe Verizon. They will get statements from employees at the return center attesting it was damaged in the return box.
However your best defense will be to explain to the judge there is no proof that the damage was your doing. In that it could have been the return carrier. Or the return center.
You may prevail. But it will take a little work on your part.
Verizon will more than likely contact you prior to the court date to settle. If they do settle with you, get the settlement in writing first and for the full amounts. Do not agree to arbitration and if the settlement does not meet your needs simply refuse and go to small claims court.
I wish you, Good Luck

What Would You Do?!?!

My situation is concerning two (2) issues with Verizon Wireless. 1) Return of a Samsung Galaxy S3 phone that was supposedly damaged and 2) A bill with outrageous excessive fees. My recent experience with Verizon Wireless services has been frustrating and disheartening. I’ve been a LOYAL customer with Verizon Wireless since July 31, 2001. I have been a customer practically since the services came into existence. There had been basically had no major issues with the services until the first of the year (2013). The problems began early to mid-February of this year, and escalated to the point that I had to leave the network all together. After being a customer of Verizon Wireless for about 12 years, my services ended because there was not an amicable resolution in sight. My service ended not by choice and I believe I was forced out of Verizon Wireless due to the issue not being resolved through customer service process. I upgraded my phone when the new Samsung Galaxy S3 came out on the market. After a few weeks, I began to experience poor batter life on my phone. I reported this to customer service on several occasions. I spoke with several customer agents on different days regarding this issue. The representatives that I dealt with were helpful with getting me a new battery, and eventually a new phone. I received 2 new batteries by mail, and one new battery in the Verizon Wireless store. Some of the customer service representatives went into my phone remotely on more than one occasion to help in preserving my battery life. With all of these remedies, the phone would do well for a couple of days, a week or so, and then the same problem would reoccur.
Finally, I was sent a replacement (refurbished) Samsung Galaxy S3 in the mail, and a labeling slip to return the defected Galaxy S3. I returned the defected phone in the package that the replacement phone came in exactly the way instructed. I placed the phone tightly under the plastic and taped the box up with Scott Packaging tape. I went to the post office and shipped the package off. I used the new phone for approximately one week, and a day when I began to go through the same issues with low battery life. I was forced to carry my home charger everywhere I went in order to use phone. I kept in constant communication with Verizon Wireless so that all my concerns would be documented in the system notes.
The final resolution was to get another device, so I was given the option of a Motorola Droid Razzr Maxx or a lower grade phone. I opted for the option of the Motorola Droid Razzr Maxx. When the new phone arrived, I followed the instructions, and sent the 2nd Samsung Galaxy S3 phone back, firmly sliding the Galaxy S3 under the plastic, taping the box up, and taking it to the Post Office to be returned by mail.
Several weeks later, I received an email from Verizon Wireless Customer Service saying that I was being charged with a “Damaged Device Fee” of $299.00 for the refurbished phone that was returned for mobile number ending in: xxx9 Device ID:xxxxxxxxxxxx. <<ID # removed >> I was in total shock and disbelief! I only had the phone for about a week and a day. Along with the phone, there was an Outer box case from my previous S3 and screen protector which was purchased from Verizon Wireless. I knew that this must be a mistake. I shipped the phone in exactly the condition it was mailed to me. I called customer service, and spoke with several different representatives on different occasions. I was finally sent pictures of the damaged phone along with the box that it arrived in. From what I was looking at, that picture WAS NOT my device. I returned a Titanium Blue phone with a screen protector on it. The picture forwarded to me, didn’t look that way at all to me. Also, I know WITHOUT A DOUBT that the crack/scratch that was on the top of the phone was NOT done by me; therefore it is not my responsibility for paying for such damages. I shipped the packaged device firmly and as instructed. Also, there were NO scratches or cracks on the device prior to me putting it in the box. I DID NOT DAMAGE the device, and feel as though this concern should have been looked into further. I stand strongly by my answer.
I was advised by Verizon Wireless customer service to contact Fed Ex. After contacting them, I was informed that Verizon Wireless would need to file the claim. I went back & forth with VZW and Fed EX about this issue, and didn’t come to a resolve. I gave the tracking number to a FedEx rep, and they referred me to the US Postal Service because there was a contract between them and Fed Ex and Verizon where the package could have been shipped from either place. I called and tried to file a claim with them, and they couldn’t pull up that tracking number. In the meantime, my services were interrupted due to full payment not being received. I called the billing department to let them know that the $299 was in dispute therefore I only paid the normal monthly bill.
During this time, I contacted VZW again, and spoke with a rep who told me that if I would return the Droid Razzr Maxx, the “Damaged Device Fee” will be removed from my account. Unfortunately I felt this would have been my last resort. I decided that I would just do that and possibly use an old VZW phone that I had. A few days later I contacted customer service to get an accurate address, and was told that returning the Droid Razzr Maxx was not an option! At this point, I was highly frustrated!! I’m really disappointed in the customer service. I had been getting the “run around” about my phone and service with Verizon Wireless. After a 7day extension, and no resolve in sight, my services were terminated. I was unable to use my phone until the entire bill was paid.
There is no reason for me to pay for damages and early termination fee. Note: This matter needs to be further investigated. (1) device was damaged by someone other than myself )2-there was no thorough investigation of what happened to the device and 3) misinformation and confusion amount customer service representatives 4) Unprofessional behavior displayed by a customer service rep. “I was called a Liar”. I have no reason to be dishonest. I’m a person of honor and integrity.
After speaking with customer service representatives, managers, and dealing with all of the confusion, I was at a point where I feel had been violated, disrespected, and called a liar. Once again, I had been a loyal customer to Verizon Wireless for over 12 years but Verizon Wireless was not loyal to me. I was devastated that I had been treated in such a horrible manner, and NO ONE could help the situation. My dedication to Verizon Wireless has now diminished.
My current bill is $1,112.96 due to early termination fees, and it’s all behind $299 that was pinned to my account. My plan was NEVER to leave Verizon Wireless, and I am saddened that it has come to this. If you review the notes and correspondence between me and various VZW contacts, you will see that I was persistent in my concerns, and was willing to find a resolution, but was never given the option.
I’m requesting these issues be reviewed and resolved by higher authorities, and consider dismissing my balance, or allow me to continue being an outstanding customer for 12 more years without all of the additional fees that I had nothing to do with.
Do you think this is right? Have you ever fell victim to this before?
Disgruntled Loyal VZW Customer of 12 years
Message was edited by: Verizon Moderator

Man that was way to long....................!
First send a certified return receipt requested letter to the address on your invoice. Dispute the $299.00 then wait for the green receipt card to come back to you. Tell them exactly why you are disputing it. Photos don't match, not the phone you sent bac and all the problems you have had with your service, if you have contact names state them in the letter.
Make copies of the letter you sent, any corrospondence you received from them, invoices, etc. dates, times of phone calls, and go to a Small Claims court and sue them for all amounts in dispute. Add in the cost of the certified letter, loss from work fir going to court, filing fees, and make sure you have all your documents ready for the judge.
Do not elect arbitration from verizon at anytime just have your case heard in court. Do not settle with verizon unless they credit you the full amount you are asking for. The loss/damage phone scam is common with verizon just do a google search on it, print them out to show the judge it is questionable that you are to blame for the damage.
Its a scam from the vendor Verizon uses to collect these devices. Damage claims have to be filed by verizon if they are paying for the return back to them.
Also sue them in a State Supreme court for cutting off your service without following the fair debt collection act. You can dispute orally, but must write to preserve your rights.
Good Luck

The Cost of the Droid DNA SIM Error: $299!

10+ year Verizon Wireless customer
Recently endured 2 years of the HTC ThunderGarbage.
Switched to a HTC Droid DNA on launch day.
I dealt with the SIM randomly not working and being inaccessible multiple times a day. This was a pretty common problem (over 1 million results on Google for "Droid DNA SIM error").
I had enough when I missed an urgent call on a family matter and called Verizon. The agent said nothing was in the works for a resolution so I could send it in for a replacement device. It's a major issue. A phone that intermittently can't send and receive calls.
My malfunctioning phone had a crack in the screen, but was 100% functional otherwise. Well, other than when the design/manufacturing problem caused the SIM to not be recognized.....turning my phone into a 2-year contract paperweight.
Now I get a $299 Damaged Device Fee on my bill.
To make matters worse, less than a month after returning my phone, Verizon released a minor software update that fixed the SIM error. I'd rather have my old phone with the software update.
The "activation fee" and stuff like this.........it's no wonder people are switching carriers.

The Cost_of_sales_account & Sales_account as defined in the MTL_PARAMETERS are different from those in MTL_SYSTEM_ITEMS_B for the corresponding item. The values for these accounts in the interface tables are same as that in the MTL_SYSTEM_ITEMS_B table and hence not same as those defined in MTL_PARAMETERS.
Actually we have a Custom trigger on the MTL_SYSTEM_ITEMS_B table which updates these accounts, once the item is created in the Master Organization.
To verify this issue, I updated the accounts on the MTL_SYSTEM_ITEMS_INTERFACE table to match with that of MTL_PARAMETERS. Ran the 'Item Import', now those records are processed.
Does this means that, the Interface is validating the cost_of_sales_account & sales_account to match with that of the 'Organization' ??.
But we never had this issue in 11i. Is this a part of R12??

Damaged return? no

Okay, Let me start by say I loved Verizon.
Anyways. I was called around December by Verizon and asked if I wanted to up my data for free so I said yes. Then later in the phone call I was asked if I wanted to upgrade to the driod turbo by trading in my minis which I said yes.
Few days later I got my new turbos. Which was 3 phones anyways it took me like 3-5 days to send my old minis back cause my dad is a truck driver and he wasnt in town. Anyways I sent my 3 minis back in the provide packaging with a letter with my info in it. 2 weeks pass and I start getting this message. About my device wasnt received after getting messages about the other two phones being received. Which I thought was odd. So I called Verizon and they said the never received the device which is the number ending in 3492. Anyways they said they would contact their warehouse and get back to me. A week passes and still no call back so I call them and they say they'll do the same and call me back. So now its been like a month and a half since I returned the phones and I finally get a response and they say one of the phones I turned in was damaged? Now I'm ******. It took them a month and a half to tell me that it seems odd what is it they lost my phone or coming up with an excuse to get my money. Anyways my phone was just replaced like two months early by assurian cause my wife broke it. So I know they're was no damage and I inspected them before I sent them and they are kept in cases. Anyways I would really like to have someone at Verizon resolve this. I'm getting no where on the phone with Verizon. I will not pay $299 for a phone that was not damaged. Or lost!!
Anyways I will switch to us cellular if this doesn't get resolved. I'm already I npaying a crazy bill with y'all but I like the service but if this is how its gonna be I'll switch to the second best in my area.

I'd like to start by saying that I don't intend to be argumentative or demeaning in any way here. I completely understand how you feel. I would like to add a bit of perspective though, if I could.
First thing, I seriously doubt that Verizon would need to resort to fraudulently charging for damaged devices in order to make a profit. Its a pretty huge, well established, and respected company, and that just doesn't make sense. That's not to say that mistakes can't be made, and it seems that there were, since first you were told that the device wasn't recieved, and then afterwards, it became an issue of the phone being damaged.
That could easily have been an automatic message that sends out when the phone goes a certain amount of time without being checked fully back in to warehouse inventory. It very well could still have been in the inspection stage.
As far as the damage, here we run into a confusing territory. Could it have been banged up in the mail, in the warehouse, or then could the damage have been internal and therefore invisible to your own inspection? There can be stress fractures on the inner screen that you would never be able to detect by looking at the outer screen.
Seeing as this was an Asurion phone, there is always the possibility that your phone was rebuilt from a damaged phone Asurion took in from another claim. They may have used internal parts that were damaged... Maybe not, who knows? The phone could also have suffered internal damage from a drop that didn't harm the outside. It happens.
I would see if you can find out what exactly it was that was damaged on the phone. This should give a bit more insight into the cause.

HT3302 Am I able to get the iphone 5 fixed after its been water damaged?

Am I able to get the phone fixed?

You can but you will be charged for the repair if it is repairable unless you have Apple Care + in which case you will be charged the accidental damage replacement fee.

E61 firmaware failure, device now dead

I used the Nokia software updater to update E61 firmware via PC. After a while I got a "Update failed" message and I tried again four times. When to Nokia support page and it recommeneded that one take the battery off an restart. The problem is that the phone is DEAD. What happened here. i am travelling for the next 2 weeks in the US. Do Nokia service centers here know what to do? Is there something i can try to revive this phone?

17-Sep-2006
03:32 PM
mac_alex wrote:
When i say clean system, I mean a system with latest updates without any 3rd party software installed.....specially if you run intel based Mac.
As the matter of fact Im a Mac user and I have XP service pack 2 clean as a whistle installed on my shiny Mac...Since I dont need that sys for anything except Nokia firmware updates /cause their developers are too lazy to make Mac version of their latest apps and tools/, I dont have anything installed on it...Except Nokia PC suite and updater app downloaded from Nokia site...
17-Sep-2006
03:32 PM
mac_alex wrote:
Software testers probably didn't test this firmware update with different resident apps and there could be some conflicts, that is why I always use a clean system for any firmware updates that could damage device because of the some conflict with 3rd party apps.
VERY clever thinking...Agreed on that 100%...But...
It is, how to say, very hard to beleive, that Nokia phone owners should make for themselves one more copy of the sys installed just for firmware updates...Then again, if there is a potential damage of the phone involved in updating process, developers should find a better way for doing that BEFORE they release a software...As a small shareware Mac software developer I have 7 different Macs here with different configurations just for testing 3 apps Im developing...And it NEVER crossed my mind to release something not fully tested...Although my apps does not deal with any hardware...
I know that 3 of us here who ended up with dead E61 are minority, and such a huge company like Nokia will survive for sure without 3 unsatisfied customers, but it is a matter of principle...
Anyway, to conclude, I know that I will never update any firmware on any phone in the future...I was stupid enough to try once...Enough for me...

How to Fix iPhone 5s no response after apple logo (sea water damage)

My iPhone 5s has been sea water leak in during my water activity. It was switch off automatically, and I have clean it by water and left it in a box un-cook rice about 72 hours.
Then, I have charge it through wall charger. It was turn ON. And I can access it. Cause of have some water mark inside LCD, I have turn it OFF and put it back to a box un-cook rice about 72 hours again.
After that, I try to turn it ON, but it was no response after plug in wall or PC charges. It was showing red on battery symbol. After 2 sec, apple logo appear for 2 sec and LCD turn no display but it have poor lighting on top side LCD.
Anyone can help me to fix this problem?
Thanks

selenafromshenzhen wrote:
You need to take to a local repair store to have it repaired.
Sorry to say this is a bad answer. Water damaged devices generally short circuit the MLB first. Sea water containing salt will be worse since salt is a good conductor of electricity, meaning, electronic components other than the MLB, if not replaced, may cause shorts and eventually brick the device or pose other severe risks, like an exploding battery.
I'm not sure what you refer to as 'local repair store' but Apple does not repair liquid damaged devices for the above reasons. Under no circumstance will I advice this. The only (official) option is a replacement and for good reason.

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

My top button stopped working, the physical button is broken.

My top button stopped working, the physical button is broken. Apple genius' stated they will not fix my phone because there are signs of moisture in my phone. What does that have to do with my broken button, and why can't my phone functioning the way it is supposed to due to an issue that is not my fault?

wow i dont know who you are getting your phone "fixed" through but its not apple.
Apple does not charge prices like that.
If you got it 1 year ago in september, the hardware warranty has expired by now unless you had your device covered by applecare insurance.
and if it WERE covered by limited hardware warranty, an obvious hardware issue like the power button not working is covered under the warranty UNLESS it was due to accidental damage.
So if you paid 198 dollars, chances are its because you dropped your phone and thats why the button was not working,.
..and even then, the iphone 4 out of warranty/accidental damage replacement fee is 149. not 198.

From where I can buy a new screen for my I phone 5?

from where I can buy a new screen for my I phone 5 in Saudi Arabia?

If the official Apple support is through the carriers, you should go in and tell them you would like to do an out of warranty exchange.
According to the support links from the Saudi Arabia Apple web site, the carriers are responsible for iPhone support (as KiltedTim already said) but the web page indicates to contact your carrier for out of warranty (ie. for fee) options.
In case you've never heard of it, the out of warranty exchange program allows for the exchange of damaged devices that are not covered under warranty for factory refurbished units, at a fee (e.g. in the USA, that fee for an iPhone 5 would be $229).
You might want to ask specifically about that program - maybe the person you spoke with about support was simply not aware of that program since they do not work for Apple directly.

My top button stopped working this is the second time will they replace it for free?

ii got my iphone a year ago in september within the first few months the lock button quit so i sent it away to get fixed and they made me pay 40 then i got it back and i couldnt get service anywhere so they sent it away and fixed it making me pay 198 to have it fixed i have had it for a couple months and the button on top stopped again this is the 3rd time in a year and im sick of it will they send me a new one free of charge becuase i am an unhappy customer ?

wow i dont know who you are getting your phone "fixed" through but its not apple.
Apple does not charge prices like that.
If you got it 1 year ago in september, the hardware warranty has expired by now unless you had your device covered by applecare insurance.
and if it WERE covered by limited hardware warranty, an obvious hardware issue like the power button not working is covered under the warranty UNLESS it was due to accidental damage.
So if you paid 198 dollars, chances are its because you dropped your phone and thats why the button was not working,.
..and even then, the iphone 4 out of warranty/accidental damage replacement fee is 149. not 198.

Is it possible to replace the back panel on an iPad Mini 2?

My girlfriend has managed to dent the back panel of her iPad Mini 2 and I was wondering if it is possible to get a panel replacement or not?

If you take it into an authorized repair place the fee will be $219.
If you take it to a non-authorized repair place it may be cheaper but doing so will void your warranty
If you have apple care plus then the replacement fee will be $49 (last I knew) under the 'two instances of accidental damage replacement)
Call your local Apple store to be sure, but last I knew they don't replace parts as much as that fee is to exchange your damaged device for a replacement, so if you do it, be sure to back up your device before you take it in

Screen making noises and hairline crack... Help?!

I have an iPhone 6... On Monday when I touched my screen, I noticed that it was making noise when I pushed down on it on the left side of the screen. I immediately booked an appointment for this Saturday to get to a genius bar to get the phone looked at. I had this issue before with an iPhone 5S and the phone got replaced because I was told that they could not replace the screen as it would damage the finger print sensor. However today my phone has suddenly developed a hairline crack at the top of the screen over the front camera. I haven't dropped it or smashed it against anything. I have a screen protector on the phone and a case which confused me a little. I have my appointment with Apple tomorrow and I'm wondering what will happen. I'm more worried about the crack if anything! There is no other damage on the phone as I've had a screen protector and case on it from day one. Also the phone is still functioning as it always has. Any ideas anyone?

Amsbabes wrote:
I have an iPhone 6... On Monday when I touched my screen, I noticed that it was making noise when I pushed down on it on the left side of the screen. I immediately booked an appointment for this Saturday to get to a genius bar to get the phone looked at. I had this issue before with an iPhone 5S and the phone got replaced because I was told that they could not replace the screen as it would damage the finger print sensor. However today my phone has suddenly developed a hairline crack at the top of the screen over the front camera. I haven't dropped it or smashed it against anything. I have a screen protector on the phone and a case which confused me a little. I have my appointment with Apple tomorrow and I'm wondering what will happen. I'm more worried about the crack if anything! There is no other damage on the phone as I've had a screen protector and case on it from day one. Also the phone is still functioning as it always has. Any ideas anyone?
Since you've confirmed the device has physical damage, and since physical damage is not covered under the Apple hardware warranty, be prepared to pay either a $109 USD + tax fee to replace the screen or a $299 USD + tax out-of-warranty fee for whole unit replacement, depending on the results of Apple's inspection and the decision made by the Apple Store. You may get free service, but set your expectations to pay because of the physical damage, so that if you are given a better option, it is a pleasant surprise.
By the book, a damaged device, regardless of how it is damaged, involves some form of out-of-warranty cost, unless you have AppleCare Plus. In that case, you usually pay a deductible of $79 USD + tax.

Dropped my phone in toilet, now the charger won't fit in the charger port...

I dropped my phone in the toilet yesterday, turned it off and put it in a bag of rice.
Today I turn it on, and there are multiple vertical lines on it and i can still use it, however I can't charger it because the charger port seems to have expanded so the hole is too small now for the charger part that plugs in..... Has anyone experienced this? I want to back up my phone before it dies and before I go get a new one.... Or can the phone store back up my phone another way?

Did you have to buy a whole new one or were you able to get an out-of-warranty replacement from Apple as Allan suggested? In other words, did you have to pay full price or did you pay just the lower out-of-warranty fee?
If you bought a new one, did you get the AppleCare+? If you're within the first 60 days, you can still get it by going to an Apple Store or calling Apple at 1-800-MYAPPLE. With AppleCare+, the fee to replace a damaged device is usually only $79, compared to as much as $329 for an iPhone 6 Plus.

Bogus Damaged Device Fee

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