Can someone explain the DOA process for the iPhone?
So in the 1st 14 days we have a bad 4s...no inventory to swap. But even if we did, Dymax apparently does not take them back. (Did we get bad info on this?) Apple Care say it is a VZW problem in the first 30 days.
Tech support said in 1st 14 days, not their problem.
The account manager took a very weak swipe at the issue with a pathetic - "I guess you will have to eat that one." Umm no.
What is supposed to happen? Surely I have missed something simple here, and if so you can file this in the dumb things that reps do discussion.
Well a few things here. We just got notification Monday that we now have the same DOA process on the iPhone 4S as other devices. Once we can order them without iconic portal it shouldn't be an issue. For now I would think AppleCare should support the customer. They have a one year warranty there is no reason they shouldn't support them. They may just have to be explained the situation. If not then I would think VZW warranty should definitely take care of it. We don't have the devices available to order so we can't replace it. Verizon should directly replace it for the customer with a brand new device and them take the original unit back. Might take the store talking to tech support to explain the situation but shouldn't be an issue. Just explain we are physically unable to get the device if not iconic portal and can only do that with a new line or upgrade and the customer has a non working device that must be replaced.
I have ran in to this before with tech support on other devices that we didn't have or couldn't get or one reason or another. Or even before we could send them back without the UPC if the customer had mailed the rebate. We just told them plain and simple that we couldn't accept the defective device back after the customer had mailed the rebate and they needed to replace it for us. It's a matter of Verizon's own policies sometimes.
Tech support is pretty limited to what we can do with regards to a WFG/DOA on anything purchased through an indirect. And when I say "limited" I mean "we can't process a WFG/DOA for you" - the system basically won't let us.
I also had this problem prior to the new return policy being implemented. Just an FYI If you have a problem with a brand new phone and you go to apples web page there is a support tab. If you click the I NEED HELP NOW button they call u in about a minute. There support people are amazing. I explained I was a Verizon Indirect had no ability to swap the phone and they ran me through some basic trouble shooting and then overnighted the customer a brand new replacement phone. No charge.
I will yell you that the amount of run around from our people was once again amazing.
I also had this problem prior to the new return policy being implemented. Just an FYI If you have a problem with a brand new phone and you go to apples web page there is a support tab. If you click the I NEED HELP NOW button they call u in about a minute. There support people are amazing. I explained I was a Verizon Indirect had no ability to swap the phone and they ran me through some basic trouble shooting and then overnighted the customer a brand new replacement phone. No charge.
I will yell you that the amount of run around from our people was once again amazing.
Yeah, that's definitely one thing you absolutely can't dog Apple on is that their warranty process is the best in the industry. My brother's girlfriend's power button on her iPhone stopped working and she took it to the Apple store. They swapped it for a brand new one in box, no questions asked. You can't ask for a better system.
Tech support is pretty limited to what we can do with regards to a WFG/DOA on anything purchased through an indirect. And when I say "limited" I mean "we can't process a WFG/DOA for you" - the system basically won't let us.
Warranty exchange? Sure. DOA/WFG? Not so much.
This goes for directs stores as well. I tried helping a guy out who had a doa phone within 14 days from an indirect in a different state. Our customer service explained to him that he can go to a corp store and exchange the phone and even commented it. They didn't realize it was purchased from an indirect. I tried doing a blinde return as a courtesy cause ive done it once before years ago but now now our system doesn't let us do it. We get a warning popup saying that the customer must go back to the indirect and it doesn't let us go any further. The esns are flagged I guess.
The thing is its not the customers fault or the indirects fault. I know tech support has the ability to send them a other iPhone and someone in that department can okay zeroing the cost out on the device and then have the customer send the defective device back. That would make it right. It's not the normal procedure but the customer should get a brand new device since its within 14 days.
Up until a week or two ago - there was NO DOA process on iPhones except for taking it to applecare and getting swapped (into a refurb unit). As of very recently, atleast some of the big six are now able to return DOA 8 gb i4 and all 4s. So I would expect that policy to cascade to all eventually.
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Originally Posted by collegeville
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