I recently purchased a new iPhone X from this store on Spartan Road. The people at the store were very helpful with everything including setting up the new phone. But, almost immediately I had major problems with the phone. Among other unexplainable things, it was using huge amounts of data when I was at home connected to Wi-Fi. After many hours on the phone with Verizon Tech Support over several days, they concluded that my phone was defective. The rep told me take it back to the retailer and have them swap it out for a new phone, that I was entitled to a new phone since I was still within the 14-day defective device exchange period, and that if I waited till after the 14 days, my phone would be exchanged for a re-conditioned phone. He cautioned me against a re-conditioned phone, and I obviously wanted a new phone since I had just paid over $1k for a new phone just days before. I took the phone back to this Verizon retailer that same day. The person at the store told me that their corporate policy required that I have the original box to do an exchange. I did not have the box. Their policy is not entirely clear and is buried on the second page of a 3-page receipt that I did not receive until after I purchased the phone. The section of the receipt that refers to defective devices says nothing about needing the original box. I asked to speak with a manager, but he was at a different store. The person trying to help me called the manager, but the manager would not allow me to exchange my defective device. The person trying to help me said that he thought the exchange should be allowed, but if he did it, the company would charge him the $1k retail price. He suggested I go to an Apple store indicating they might give me a new phone. He called Apple support, they reviewed everything and contacted an Apple store. The Apple store manager said they would exchange the phone IF I had purchased it there, but since I had purchased it at a Verizon retailer, they would not. The Apple person also said they couldn't do anything for me until I was outside of the 14-day defective device exchange period, and it would be an exchange under a different warranty, and he couldn't say whether I would get a new phone or a re-conditioned phone. I called to speak with the Verizon retail manager who had not allowed my exchange the next morning to sort of register a complaint. That manager was not available, so I spoke with a different manager who offered help, saying he wanted to look into the details on my account, but that he could exchange it for a new phone. This is a week ago now. I've gone back and forth several times with that manager saying he will call me back with info., only to not get calls back. He called me the other day saying he couldn't get me a new phone since I am now beyond the 14-day defective device period, even though he acknowledged that I was in the store and on the phone with him before that period expired. He offered me a discount on some accessories, which doesn't solve my phone problem. And, he, too, suggested I go to an Apple store, saying the Apple store could call him and he would convince them to give me a new phone. I asked him to call the Apple store before I made the trip out there to set it up - since the Apple store manager already said he would not do the exchange. He was supposed to call me back, but 3 days and one voicemail message later, I have not heard back. My I've been a customer at this store for over 14 years, and I've purchased multiple devices from them. I really just wanted them to stand behind the product the sold me. They sold me a defective phone. My issues is still unresolved. The manager for the retailer and the manager of the Apple store both confirmed that I would have gotten the exact customer support I was looking for IF I HAD PURCHASED THE PHONE FROM AN APPLE STORE. So, my take-away is to purchase future phones from Apple and not this Verizon retailer. read more
