The complaint has been investigated and
resolved to the customer's satisfaction
Verizonreturn of defective phone

On July 2, 2009 I went to this Verizon store to replace a defective cell phone. The store processed the replacement request and advised me that the new phone would be mailed via FedEx to the delivery address. The phone is my nieces who I have on my account. On July 3, 2009 the replacement phone arrived. We swapped out the battery, boxed the defective phone up and made sure the return label was on the box before we deposited the return box with phone inside in the FedEx drop box outside the above mentioned Verizon store as instructed and this was done on July 8, 2009. When I received my phone statement in August there was a charge on the bill for this defective phone. I called Verizon and they informed me that the phone had not been returned as of the closing date of the bill. I asked them to investigate and was given a reference number bu the customer service department ([protected]). About 2 days after this request I received a return call from Verizon stating the phone never made it back to their return warehouse. They advised that I call FedEx and have them track it. Since the time the phone was returned I have misplaced the copy of the tracking number. I called FedEx and asked them to track it from the day I dropped it in the FedEx box because I thought they would have a record of what was picked up on that date since they have a scanner and can scan the tracking number. FedEx advised me that they only keep information for 7 days which I find very hard to believe. There has to be a record somewhere in their organization of what was picked up at that box on July 8, 2009. I am trying to resolve this but am getting no help from either Verizon or FedEx on this. Verizon states I am responsible for the return of the defective box and if it is not found then they will charge me $279.00 whic is excessive for a broken phone. I feel that FedEx has to have a record on that return box somewhere and they are just not willing to help with this. I have no reaosn to keep a defective phone and I do have a person who was there when I dropped the return box.


  • Ep
    epkathy Aug 24, 2010

    I am also having problems with Verizon wireless. I sent back a phone months ago which they say they never recieved. This is not the first time I've had this problem. The last time this happened they eventually found the phone somewhere and I was credited the cost of the phones. Well this time the phone was never recievd buy Verizon and FedX has no record of the tracking number being used. FedX was very helpful and eventually I was given to someone who found many "lost phones" in their lost and found. According to FedX none of them was mine. I gave Fedx the ESN# for the phone to help identify my phone. I have put in a claim at Fedx which is only insured for $100.00. That is another concern of mine. Verizon only insures the phone for $100.00 and it is a $469.00 phone. So if FedX accepts my claim I will only get back $100.00 on a $469.00 phone. They make it sound like they are doing you a big favor by paying for the return of the phone. At this point I wish I would have paid to have it shipped back via UPS on my own. It would hav been cheaper in the long run. Now I will have to pay $469.00 for a broken phone.

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