Brand New Vizio TV defect

On October 6, 2013 my husband and I bought a brand new Vizio LED Smart TV for $649.00.
The connector on the back of the TV where the Co Axial from the wall should be connected fell off when we tried to connect the TV.
We have been told by the store (Minnetonka) that we have to bring the TV in to the store for them to determine weather or not this can be fixed. The TV was 7 days in our home when this process started. We can get no assurance from Best Buy that this can be rectified. We did nothing to cause this connection to fall off, only tried to connect the TV.
Am I missing something here, are we really supposed to bring the TV in without assurance that the broken co ax connector in the back of TV can be fixed and furthermore no assurance that we will not be charged for this?
We also contacted the manufacturer and they said it is the only part on the TV that is not covered by warranty! Can this be right?
I am truly baffled at the way this is going and extremely disappointed in Best Buy's lack of interest in getting this resolved.

Hello King4mim-
Thanks for reaching out to us! It's always disappointing to have issues with such a new purchase, so I can understand your concern. In cases like these we're unfortunately unable to make any guarantees prior to inspecting the unit, which is why you were advised to bring the TV to your local store. However, although we can't make any guarantees that would be our best option for you at this point, so I would recommend for you to bring the TV to us at your earliest convenience.
Thanks,
Tony|Senior Social Media Specialist | Best Buy® Corporate
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Similar Messages

Brand New T410s Arrives Defective - I have to fix it myself - Don't pay the premium for Lenovo

Don't pay the premium for "Innovative and Professional Grade" Lenovo products.
I purchased a Lenovo T410s with an onsite warranty. It arrived and would not boot because of a bad hard drive. I called tech support and they had no record of an onsite warranty. I was put on hold and transfered to Customer Service. I provided my customer and order numbers but they could not find the onsite warranty either. I was required to fax my receipt to prove that I paid for the onsite warranty.
I was told I needed a second case number for the system software. Then I was told I would need to reload the machine myself. The system restore disks will take 3-5 days to arrive. So much for next day onsite support. Then it was recommended that I just fix everything myself because I could do the repair at my convenience.
I was very frustrated and regreted the purchase so I asked to return the laptop. The sales department's floor manager offered an RMA with a 15% restocking charge. I was told that it is company policy to require a re-stocking charge on defective products that technical support could fix. I asked multiple times for reconsideration and the floor manager said that was the final word. I asked to escalate my problem and the floor manager responded that I would not get a different answer because he was quoting company policy. I asked for confirmation that company policy was to penalize the customer if they want to return defective product and were dissatisfied with the support. He would not agree to that statement. He kept insisting that this problem was a minor inconvenience that tech support could fix, which meant shipping me the parts to fix myself. I said this was an unreasonable response to a customer that paid $1500 for an innovative, professional grade Lenovo product. The floor manager responded by quoting company policy again.
What the floor manager did not know was that I am the EVP for a Point of Sale company that resells Lenovo products. I will be moving those purchases to a new vendor with a commitment to a better customer experience. Lenovo better spend my $225 re-stocking fee wisely because they are losing my reseller revenue.
The rant of an abused Lenovo Customer and Reseller.
Kevin Struthers

Kevin,
I'm just guessing, but I think the warranty for your specific machine (via serial number) can be checked at this webpage:
http://www.lenovo.com/support
in the warranty section. I believe the warranty is activated at the manufacturing and starts when the product is shipped (that's pretty much industry standard). Perhaps the manufacturing plant didn't activate the correct warranty and so it didn't show up correctly.
To the best of my understanding, if the hard drive turned out to be dead, they can do an on-site repair/ replacement if you do have on-site warranty. I am not sure, but I don't know if the replacement of the drive includes the factory installed software on the drive. (probably fine print somewhere says if it does or not). If the machine is DOA, right out of the box, I don't see why they wouldn't just cross ship a replacement machine to you. Did they give you this option?
I think I would call them back and ask for a customer satisfaction rep to step in. And this time, tell them who you are.
Hope that helps.
Walter

Please help - Brand new X1 Carbon defective out of the box - is this normal? what should I do next?

Hello all,
So, as a loyal Lenovo customer I decided to purchase the X1 Carbon 2nd Gen (non-touch, I5 version).
Last week I finally received it.
Unfortunately, the first thing I noticed was a defective touchpad - very loose, the right bottom corner was not solid
enough and made a weird noise while clicking it. It drove me crazy since I am used to the top build quality the Thinkpad series offers.
I took to the local Lenovo service center, they actually replaced it on the spot and it made it better, not great but better. I still think there is something wrong there, since the bottom two "buttons" don't feet and sound as good as the upper ones.
But that I can tolarate.
The thing that really pissed me off was this: To me demise, after using the laptop in a dark room I noticed this massive screen bleed :
(apologize for the ling stream of pics, didn't know how to thumbnail them)
My question to you guys, is this okay? is this an acceptable bleed? or should I do whatever it takes to get it repaired/replaced?
I just hope they will know how to handle this here at local center, as from my experience dealing with computer reps here, the local Lenovo agent (which is actually the importer) will not replace it for me (their excuse is that it wasn't bought in this country)
This is amazing, in one year Lenovo has lost it's entire reputation over the 2nd Gen X1 carbon.
Please help me. what should I do?
Thank you very much.

The official method of creating / escalating to a complaint is to call support, with previous call numbers handy, and request the representative to escalate your case to a complaint. They will then create a complaint on your behalf and also be able to inform you about the complaints proceedure.
Andy ______________________________________
Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points
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Brand New Iphone 5s Home Screen display defect

Here goes my ordeal with my Iphone 5s upgrade
After waiting in line for over an hour I purchased the Iphone 5s yesterday at Best Buy (Stonebriar, Frisco, TX). Later that evening, I noticed that when the time was 5:36, the home screen display was not showing the digit 6. Instead it showed a blur. I then changed the time manually to 6:36 and then to 6:43 and each time there was a digit 6 the display showed a blur instead. I must note that the phone was sitting in the grass which was a little moist (which I believe was the causing the issue). I immediately went back to the Best Buy location where I purchased the phone and requested a replacement after showing the defect. The store manager wanted me to wait in the line and I refused to do so (they sold me a defective phone so I did not see a reason why I had to go in that line all over again when it was just a replacement!). Anyways, after a tiff with the manager I left that store with my defective phone.
Next day, I went to the Apple store (Willowbend mall, Plano). I was greeted by genteleman at the entrance of the store who nicely asked if he could help. The moment I told him I suspected my new Iphone 5s was defective he said 'What!!' and made an expression of disbilief. Funny! I was asked to go to another peson who was standing and waving his hand further inside the store. I go to him and explain to him the problem and when I try to demonstrate it does not happen! Oh dear! Luckily I had enough screenshots in store and I showed them all to the store clerk. He then tells me that he can take the phone in for me and get it 'repaired'! In disbilief I ask him if he meant 'Replaced'? He says no, they will try to repair it first - he further speculates saying they will try a restore or maybe a front glass replacement and that if they still can't fix it, Apple will then replace the phone. In exasperation I tried to explain to him that the problem happened yesterday and then today it can't doesn't seem to happen, while adding that it is a brand NEW phone I purchased less than 24 hours ago and that I still am under the 14 day time-frame. I explain to him kindly that I would not be able to verify the fix (Apple does a restore or even changes the glass and returns me the phone and I must believe that the problem was fixed?? - Hel No!) and its not so nice to hear from Apple that they can't take responsibility for a defective product. He kindly says sorry and explains that it is policy and that they have to try to repair first. Oh how I wish I could've gotten Apple to sign my policy document for my money...sigh..don't work like that! So I left Apple and ran across to Best Buy mobile store asking for a replacement. The guy says Best Buy mother store and Best Buy Mobile store keep there own stock during holidays and he can't help. Sweet! I drive down 10 miles and go to a different Best Buy 'Mother' store and of course I'm asked to stand in the line. I swallow my pride and become a part of the line. My turn comes and again I explain the problem and of course the Best Buy clerk says 'Did you try a restore?' What!! Anyways, after a bit of reasoning (cribbing) with a couple of Best Buy agents, I was able to get them to replace my Iphone 5s (and of course they didn't have a gold color so I had to settle for the space gray..not a big deal though as long as this one is not defective also!)
So anybody had this display issue? Issue with Apple customer service?
Rs,
GH

Well they offered to do everything they could to work with you on the device....You are right in saying that the offered what they 'could'. Unfortunately what they could was tied by company policy.
Just like being human there are times things just go wrong- 2 out 2 IPhones 5s in 2 days! I hope people are doing better :-p
You fought against people at the store level who have /zero/ control over policy and had their hands tied by what theri bosses tell them to do. Agreed. I left instead of fighting. Unfortunately they are the first line of support and a manager maybe as far I'd get. Would love to chat with Steve Jobs but I guess now there is only one way for that :-p
They not only rushed you to get service to repair the device but you didn't even do any troubleshooting of your own to try to repair it. Now what if a restore had fixed your issue, you would have kept your device, your color, and what you paid for... - I disagree. If you read my original post, the problem happened the same evening I bought the phone. When I went to Apple I was not able to reproduce the issue. So you tell me how do I verify that restore fixed it? Wait and watch? After 14 days I can't even return the phone. The other speculation made by the rep was changing the glass. I would not try that for obvious reasons.
Why /wouldn't/ you try to repair something before spending your gas/time to replace it the moment something is amiss.
hmmm..
Now the 2nd new phone makes a rattling sound. Something is loose inside..I'd rather spend gas/time and return it than get them 'repair' it or give me a refurbished phone! Why? Because I can at this point and still get a new one with possibly no defects(fingers crossed) or I could find a company that makes better quality products :-p

My new ipod touch 4g that i just got is running extremely slow and the apps crash alot. I have about 10gb left out of 16 gb. When i got it, it was brand new, and ran like how it is now. I was just wondering if this could be some sort of defect?

My new ipod touch 4g that i just got is running extremely slow and the apps crash alot. I have about 10gb left out of 16 gb. When i got it, it was brand new, and ran like how it is now. I was just wondering if this could be some sort of defect?

My new ipod touch 4g that i just got is running extremely slow and the apps crash alot. I have about 10gb left out of 16 gb. When i got it, it was brand new, and ran like how it is now. I was just wondering if this could be some sort of defect?

Brand new T530 issues. (Defective FHD panel/dead pixels)

Just received my T530 yesterday, and honestly I've got to say it's a great machine, but I have noticed a couple of minor problems with it, along with a factory defect.
1. The battery is too loose.
2. The keyboard has no caps lock indicator, yet the mute button has its own indicator (can't complain there)
I bought the FHD screen, which is absolutely exceptional, except for the fact that it has about 4 DEAD pixels on the middle right..
Also I bought this unit brand new on eBay, but my warranty status says it has expired before it ever started. What's up with that?
One final thing, when I opened up the box, the power adaptor, was in its own little compartment, unprotected, though it works fine, but is a little scratched, not sure if that's Lenovo's fault, or if the seller accidentally removed packing material when including the recepit/invoice.
Looks like I'll have to send this unit in, I assume Lenovo's warranty covers factory defects with the screen?
Thanks.

I ended up getting a full refund, and now I am ordering directly from Lenovo.
Thanks everyone!

Brand new A655 Satellite Laptop will connect to new Vizio lcd but not older Plasma tv via HDMI

Hey guys,
So i just purchased a brand new Toshiba Satellite A665-S5183X and It works great with my new smaller bedroom LCD TV via HDMI and automatically connects when I plug in the HDMI.
HOWEVER, my older HP 42" Plasma connected via HDMI will not recognize each other. The TV says it isnt receiving signal and the laptop isnt showing a 2ndary display in the graphics settings. The HDMI cord works and I watch COX via HDMI to the older plasma tv.....
what gives???

sorry, let me say im for the most part tech savory. So the FN+f5 only shows the laptop display and not the tv.
If i carry the cable into my bedroom for the newer Vizio LCD tv, the computer automatically detects it and connects it. It is seen in FN+F5 or the graphics control panel.
When i do the same for my main older plama tv, it wont detect it. Nor does my plasma tv sense a signal from the laptop....something must need updated....but what??

Brand New Mac Book Pro with defective screen

Hi Guys,
Does anyone here, purchased a brand new Mac Book Pro 13-inch: 2.9GHz with a defective screen?
I bought mine, Last June 14. I just noticed the defect last June 29 and returned it to where I purchase it at june 30.
There are somewhat 'black smudges' on the left part of the screen. I'm a graphic designer, so i know that this is a big issue for me.
Also, the fact that I'm just using it for 5 times I think, since I bought it, and there's already an issue.
At first, i was battling with the customer service (from where i bought it), They wouldn't want to give me replacement, because I already exceeded their 7 day return policy. But I'm not giving in, so then they just told me, they would send it to apple service.
It took a week for a progress, then I just got a call from Apple, that they didn't saw it either (the defect). Then I told the guy what I saw.
It's only visible with black background and with the lights turned off.
So he called again and told me that he also saw it, and told me that they would replace the Monitor.
I'm new with this, is it normally ok, that they will just replace the monitor? I mean, would it still work properly, now that they've
opened it and replaced only the defective part?
Hope you guys can give me your thoughts.
Thank You.

Not sure what part of the world you are in but Apple has a 14 day return policy. But even with the 14 days you exceeded that time limit. So the only option is to replace the defective part and not the whole system. This is standard operating practices for any manufacturer once you have exceeded the return period.

Bought a brand new sealed MBP off ebay but it has build defects, will Apple replace?

I recently bought a brand new sealed macbook pro from ebay from a top rated seller for £835 which was a good price considering it is was sealed etc. When I opened the box and took a real close look at the machine I noticed a few serious build faults.....
1. This is the most serious, when the laptop is closed the left side of the laptop is noticeably bent as if its been molded wrong or something, there are no impact marks whatsoever.
2. The track pad is supposed to be flush but mine dips slightly on the left side which is evident when you look closely and run your finger around the edge of the track pad.
3. There are two small scratches on the right side of the macbook.
4. The bottom plate is also supposed to be completely flush with the case but like the track pad mine is defective, it is flush on the right but not on the left.
One of the main reasons I went for a mbp is because of the reputation for quality, I bought this laptop from a reputable seller who has a very high feedback score and multiple comments from happy users who bought the same laptop I did, so I definitely know he was not selling faulty stock.
I rang Apple today and they said that they could not offer me a replacement as I bought it from a third party but they made an appointment at a store for tomorrow...
My question is .... do these defects fall under poor workmanship from Apple and should I be entitled to a replacement. The laptop was literally brand new and the warranty on it was registered on the 16th april by me on the day I received it..... I emailed the seller who then rang me within 20 minutes and he advised me to take it to an apple store and they will replace it as its not something that can be repaired. Please give me some advice. All advice is welcome.
Thank you for reading

First of all, if you would have bought that from Apple, you would have got a replacement right away--no questions asked. I just bought a new MacBook Pro and could have got it cheaper off eBay too, but i didn't want to go though a hassle like you are now.
Apple will repair it. The only way they will replace it, is if they can't get it fixed after 3 repair attempt. Keep all your case numbers. If for any reason you are not satisfied in the end, call Apple Customer Relations and deal with them--not support. Good luck!
17" 2.2GHz i7 Quad-Core MacBook Pro  8G RAM  750G HD  240G Vertex 3 SSD Boot HD 

WHY VERIZON TOOK AWAY A SECOND UPGRADE TO REPLACE A BRAND NEW PHONE THAT WAS DEFECTIVE

I have had a cellular account for many years with Verizon. I currently have three (3) lines on my account. (removed), which is my phone, (removed), which is my husband’s phone, and (removed) which is my son’s phone.
I upgraded my phone to the Ipone 4 in 2012 under my son’s line (5841), so this line should be eligible for another upgrade this year.
In April 2014 I upgraded my husband’s phone under my line (9835). We originally upgraded to the Moto X, and I was charged the $35.00 upgrade fee. Unfortunately the Moto X had multiple issues and your tech support could not figure out how to fix the bugs so they replaced the first Moto X with a second one, that still had issues, so we were sent a third one, but Tech Support couldn’t get the phone activated. Since we went through three (3) Moto X’s and your Tech support admitted this phone is known for certain issues, a supervisor overrode the 14 day return rule and allowed us to choose a different phone for the upgrade. My husband wanted to go back to the Droid Maxx, which is what he originally had and loved. I had to pay $99.00 for this phone. The supervisor had to get my permission to extend my contract under this line (9835) an additional two (2) months since we were switching the original upgraded phone to a different one and I of course agreed, whats another two (2) months. I was not charged $35.00 a second time.
When I went on line to see when the (5253) line would be eligible for upgrade so I can upgrade my Iphone that is now two (2) years old and starting to have serious issues, I saw that this line is not eligible until August 2016, which means your company is claiming we already did an upgrade for 2014 which WE DID NOT.
On August 25, 2014 my husband called tech support about the Droid Maxx as it was having DATA issues, it would not send or receive pictures and kept saying Data Error. Tech Support did a hard reset, which did not fix the problem. It also stopped taking pictures and a few other problems with it so Tech Support sent us a new Droid Maxx under the manufacturer’s warranty since the phone is under one (1) year old. But Apparently whoever put in the order put it in as a upgrade happening on August 25, 2014. When I called to get this straightened out, I was advised that on May 20, 2014 we upgraded to the Droid Maxx so this line is not eligible for upgrade until May 2016. I tried to explain this was NOT an upgrade it was an override of the 14 day return rule to allow us to change the upgraded phone to the Droid Maxx since the original upgrade phone the Moto X had multiple issues that could not be fixed by your company. I am now being told that I autherized a second upgrade under the 5253 line for the Droid Maxx which is NOT TRUE. I would never have authorized an upgrade for a second line to replace a BRAND NEW PHONE that was an upgrade on the 9835 line. That makes no sense whatsoever. It was not our fault that the Moto X is a phone that has issues that is no fault of ours, so why should I be punished and have an upgrade taken away from me in order to replace a Brand New Phone that didn’t work?
I talked to customer service two days ago and promised a call back to resolve this in 24-48 hours, but I never got a call back.
I have been a loyal customer of Verizon since I have been out on my own. I had Verizon landline for many many years and went to Verizon Wireless when they became available. I have talked many many friends into switching to Verizon because their customer service has always been top notch and I always felt like this company cared about its customers. But to have this happen just has me speechless.
As I explained above, my phone needs replacing very soon as it is two (2) years old. I can’t get voice messages that are clear, it drops calls, even with full bars, it doesn’t ring half the time when someone calls me. I have been told on numerous occasions that someone has tried to call me but it went straight to voice mail, but my phone is always on, it showed no miss calls, nor did it ever ring so the calls aren’t even going through. It has had a hard reset a few times, but the issues are just getting worse. I am not going to upgrade under my son’s line 5841 in November because I am not going to extend his contract for two (2) more years. He has an old flip phone that is four (4) years old and if that phone goes up, how will he be be able to upgrade if I have to use his upgrade?
I am asking that you please look into this matter and correct this upgrade issue. The 5253 line should be eligible for an upgrade now, not in 2016.
Thank you for your assistance in this matter. If you need to contact me you can try calling my cell at (removed). (If the call will go through)
Thank you
(removed)
Looks like US Cellular has a promotion going on where they will buy out my contracts if I go with them. Guess I will be leaving Verizon since they refuse to do the right thing.
>> Personal information removed to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

shoostar, I'm sorry this had to occur on your new phone. In your post, I show you were heading back to the store to exchange your device. Please let us know if the store reps were able to resolve your issue or if they simply exchanged the phone. When a customer has an issue with an application, we always first recommend removing the application off the phone. If you are able to remove the app and still have issues or are not able to remove the app, the second suggestion is a master reset. I have listed both options below for your convenience.
Steps to remove an application below:
Note: Applications included with the Android Operating System may not have an uninstall option.
From the home screen, select the App menu.
Select Settings.
If the application icon is missing, select App menu filter (located at the top) then select All apps.
Select Applications.
Select Manage applications.
From the All tab, select an application.
Select Uninstall.
Select OK.
Select OK.
Steps below to perform Hard/Master Reset:
Note: Performing a hard reset will remove ALL data including the Google account, system data, application data, application settings, and downloaded applications.
From the home screen, select the App menu.
Select Settings.
If the application icon is missing, select App menu filter (located at the top) then select All apps.
Select Privacy.
From the Personal data section, select Factory Data Reset.
Select Reset phone.
If presented, enter the current passcode or draw the unlock pattern.
Select Erase Everything.
Allow up to 3 minutes for the factory data reset and reboot processes to complete, then perform initial activation and setup.

Will I get a BRAND NEW iPhone 4 from Mobile carrier '3' Hong Kong if found to be defective on 4th day?

Bought an iPhone 4 on contract (3) few days ago and just realised there is a problem with the volume button (the '-' button can turn the volume up instead).
Does anyone know where I stand with the returns/warranty policy? I've only had it 4 days and I don't want it to be replaced with a refurb ( although they look brand new) as i've only had it for 4 days.
My friend had his replaced 7 months in, and although it came out an original box, he was told it was a refurb and only gave him the phone without the box. - I find this silly as the box and phone has a matching imei, serial
Number etc.
Would be great for someone to shine some light on what's to come ahead and if there is such policy to return an iPhone within 7 days in HK to a mobile carrier to receive a BRAND NEW one. Cheers.

It really doesn't matter. A refurb should be completely indistinguishable from a brand new phone. If it isn't, you do not have to accept it. It is generally accepted that a refurb is better than new, as it undergoes far more detailed quality control to ensure it is good.

When Verizon replaces your phone due to warranty defect, is it a brand new one?

My text messaging wasnt working, so they are sending me a new one, will it b brand new like the one i already have?

moedl2011 wrote:
if i wanted a USED phone,, i would've ordered it off of EBAY
If this is a problem, maybe you should do that next time because you will not find a cellphone manufacturer which will give you a brand new replacement phone for a warranty issue.

Brand new macbook pro cannot connect to wireless networks

The first time I called apple tech, they thought it was a problem with my internet provider. I've called 4 times now, and I'm still getting the runaround.
I have an old (2001) G4 sitting right next to my macbook pro which can see numerous wireless networks and connect to them all. A strong connection at that. However, my brand new (refurbished) Macbook Pro Intel etc,.... supposedly best computer ever made, . . . . can see the same wireless networks but has never been able to connect. As a student, I saved for a year to buy this notebook so I could work at cafe's & study with my friends. My friends with PC's can all connect to these wireless networks. My friends with older, less expensive notebooks can connect no problem. I have never been able to connect. Bought this peice of junk 2 1/2 months ago - only because I didn't want to be stuck at home anymore with my desktop. Stupid me to trust apple.
I wish I could get my $ back, but I'm now being told that it's 30 days too late. Before they told me it was a minor thing and some software update could fix it. I did as told. downloaded and installed their 10.4.8 thingy - deleted all the keychain stuff - nothing. same peice of junk.
Now they are telling me to go back to the genius bar where folks are just rude to me and tell me they can't help me becuase I bought a "refurbished" model that didn't even save me $25. What do you know.
Anyone having problems like this? Anyone out there who can help me?

Okay,
I apologie for calling it a peice of junk. I know you all probably worship this machine. I'm just really frustrated. I noticed that this is a very common problem - though most of the posts identical to mine have dissapeared from apple.com - this well known defect is all over other discussion boards and websites like macdefect, etc,....
So, can any of you tech gods help me with this very well known, common problem that I haven't been able to fix with 10.4.8 upgrade?
Thanks for your time and assistance,
-mcgrafx

How can I replace a brand new, but malfunctional iPhone 4?

Hey, guys.
I am from Russia, and on our recent trip to Munich, Germany we've bought a new iPhone 4 8gb for my wife at the Apple Store. When we got home in a couple of days, I unboxed it, plugged in and proceed to install iOS6 wirelessly. On the next day we went to the carrier office for a local microSIM, and my wife started to use the phone. But suddenly we've discovered that it won't last even a half of a day: while charged up to 100% overnight, it dropped to 80ish in about two hours, and after dinner break it was already way below 30-40 percent only to discharge completely at 5 or 6 pm.
And all this while every 3G, WiFi, BT, geolocation or even cellular data is turned off. She just made a couple of calls, so all other time it was in standby. I saw this myself in the evening, you can hold it in your hand and literally look how battery percentage drops one by one. Also the phone is getting hot while screen is lit and extremely hot when it charges up.
We don't have an Apple store in our country, so I can't get any official support. I can't contact Russian Apple support by phone, because it redirects me to carriers' support and they can't do anything. I didn't find any e-mail address to write to. I started digging this forum and found similar problems in regard of some kind of a bug in iOS 6, as well as some solutions, none of which were working. For instance, I wiped the phone completely, restoring only contacts from icloud and disabling everything power-consuming I could find. Sadly, it didn't help.
So, I decided to give it to local service for some diagnostics. They ran it and results came back: phone is malfunctional because of some serious internal issues like abnormally increased voltage from the battery, bent microboard, slightly melt components and so on. They said it is beyond repair and is only subject for replacement or disassemble for spare parts. All this with a brand new device.
You can imagine my frustration. We don't have any financial means to travel back again just to replace it, nor can we send it over via postage service. The only reasonable solution would be to transfer it back to Germany with a random friend, but I am not sure if it is possible to make a replacement, becuase I've paid for it with credit card and there is my name on the receipt.
So, the question is, what should I do? Is there any way to replace it without my personal presence in the store; can it be done by someone else? And if not, can a friend just give it back, and they would refund it to my credit card? Also, is it mandatory to return it exactly to the same store, or any store in Europe can take it?
I would really appreciate if someone with a silmilar experience would elaborate on the solution. Thanks in advance!

Thanks very much for your reply! I have a Genius Bar appointment today maybe they can test the phone to see if they can determine whether or not it is defective.
Thanks Again!
CS

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
#yiv7047612359 img
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A message from the Verizon Wireless Community
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
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