hookbill
Active Member
Last Friday when I got my iPhone5 there was a problem with activation. Not the same that many of you went through mine was different.
I was put through to a level 2 tech and after a rather long wait while he spoke with Apple he said I needed to remove the Sim Card. He suggested using a safety pin. I said I didn't have one but I had something else that I could get in there with, a letter opener. He said see if you can't get in there and pull that card out.
It took some work to do it and I saw physical damage happening. I told the tech this many times, he kept telling me I need to get the card out. I got the card out and then it took me a while but I got it back in. My hands weren't steady, I was nervous, excited and upset about the obvious damage to the phone.
After we got the card in the phone picked up the Verizon network. I told him yeah but you caused me to damage the phone. He said wasn't anything he could do about that, talk to Apple.
The next day the phone was leaning on my computer and slipped. Not a fall, just a jolt. And all of a sudden I saw "Sim Card Missing" on the phone.
I took the phone to a Verizon Store and the guy was giving me the "you broke it" look. I told him the story and asked him to please just pull the tray out and put the card in. He did and the phone connected again to the Verizon Network. He warned me that my warranty may be void.
I steadied the card simply by putting a small piece of scotch tape on the card slot. But it was still bothering me.
Today I got the download for instructions on the phone. I saw that the sim card was suppose to pop out with a push in the hole, not go in there and pull like he told me. I decided I wanted a replacement. I called Verizon and explained in more detail what had happened. I told her that basically I have a burr and tape holding my card tight and it was a result of the instructions I received from the level 2 tech on the phone. I wanted a new phone.
She said OK, let me see what I can do. About a minute later she was back on the phone. She informed me that I did not have insurance on the phone. Well, I just about flew out of my chair because I selected the best insurance Asuiron offered. I did call during the week before my phone arrived and told the rep that I was canceling the insurance on my wife's TBolt effective Friday. She went through it with me and said no problem.
Well apparently both insurance was cancelled. But the rep said don't worry, I had 7 days after activation to purchase the insurance and she put it back on for me. She said this is a damage phone so it needed insurance so I cold make a claim. She also said Verizon would reimburse me for the cost of getting the replacement phone since the tech had not walked me through it properly.
I decided that would work and agreed to do it. She told me to tell Asurion exactly what happened and that Verizon advised me to call them and they were picking up the replacement cost.
I'm pretty sure that my reimbursement will come in the form of a credit, that's OK that pays for my wife's phone and my phone next month. But I'd like your opinion. Do you think it was fair? Should Verizon have overnighted the phone immediately to me? Or do you think I shouldn't have got anything?
I was put through to a level 2 tech and after a rather long wait while he spoke with Apple he said I needed to remove the Sim Card. He suggested using a safety pin. I said I didn't have one but I had something else that I could get in there with, a letter opener. He said see if you can't get in there and pull that card out.
It took some work to do it and I saw physical damage happening. I told the tech this many times, he kept telling me I need to get the card out. I got the card out and then it took me a while but I got it back in. My hands weren't steady, I was nervous, excited and upset about the obvious damage to the phone.
After we got the card in the phone picked up the Verizon network. I told him yeah but you caused me to damage the phone. He said wasn't anything he could do about that, talk to Apple.
The next day the phone was leaning on my computer and slipped. Not a fall, just a jolt. And all of a sudden I saw "Sim Card Missing" on the phone.
I took the phone to a Verizon Store and the guy was giving me the "you broke it" look. I told him the story and asked him to please just pull the tray out and put the card in. He did and the phone connected again to the Verizon Network. He warned me that my warranty may be void.
I steadied the card simply by putting a small piece of scotch tape on the card slot. But it was still bothering me.
Today I got the download for instructions on the phone. I saw that the sim card was suppose to pop out with a push in the hole, not go in there and pull like he told me. I decided I wanted a replacement. I called Verizon and explained in more detail what had happened. I told her that basically I have a burr and tape holding my card tight and it was a result of the instructions I received from the level 2 tech on the phone. I wanted a new phone.
She said OK, let me see what I can do. About a minute later she was back on the phone. She informed me that I did not have insurance on the phone. Well, I just about flew out of my chair because I selected the best insurance Asuiron offered. I did call during the week before my phone arrived and told the rep that I was canceling the insurance on my wife's TBolt effective Friday. She went through it with me and said no problem.
Well apparently both insurance was cancelled. But the rep said don't worry, I had 7 days after activation to purchase the insurance and she put it back on for me. She said this is a damage phone so it needed insurance so I cold make a claim. She also said Verizon would reimburse me for the cost of getting the replacement phone since the tech had not walked me through it properly.
I decided that would work and agreed to do it. She told me to tell Asurion exactly what happened and that Verizon advised me to call them and they were picking up the replacement cost.
I'm pretty sure that my reimbursement will come in the form of a credit, that's OK that pays for my wife's phone and my phone next month. But I'd like your opinion. Do you think it was fair? Should Verizon have overnighted the phone immediately to me? Or do you think I shouldn't have got anything?
Last edited by a moderator: