ProTip: Return Verizon equipment at UPS, not the VZ store.

Submitted by geekitude t3_z7y8t2 in rva

Just had to run through the 'return the old router to complete the upgrade' cycle, and was surprised to find that the VZ stores don't necessarily all take equipment returns, despite the return instructions.
Mall Dr store let me wait 15 minutes to talk to someone who couldn't take a router, and sent me to the authorized store on Forest Hill by the Publix. They had a 45 minute wait to see a rep, with no triage for type of visit, and no drop-off support. I took it over to the UPS Store in Bon Air, and they had a guy walking the line asking for QR codes so he could expedite pickups. 2 people at counters handled everything else. Line was fast. 7 minutes in and out - nice lady took an open box with VZ stuff loose and a return label, smiled and thanked me for coming in. Just got a text from VZ accepting the return, so less than 24 hour turnaround.

TLDR: drop off VZ stuff at UPS Store to save time + aggravation, have a nice day.

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Comments

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oldsoul333 t1_iy8roay wrote

For the not accepting all equipment: It’s because not all Verizon Stores are corporate owned - many are franchises/authorized retailers. I also had an issue when I went to buy a phone a few years back and the non-company store charged me an additional $150 in activation and related fees. Went to the Verizon company store the next day and they refunded me and strongly recommended only to visit stores that are “Verizon Company Stores”.

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JVorhees t1_iy8tkh4 wrote

Well that explains the disconnect between what the store and the verizon phone reps were trying to tell me.

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jodyhighrola t1_iy8z8jg wrote

I also learned this the hard way a few years ago. Since then, I make damn sure I'm going to a corporate location if buying a phone.

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FalloutRip t1_iy9qupd wrote

Yep, ran into this years ago living in VA Beach. We always had horrible service and staff at the Verizon Store nearest my house. Come to find out they were a franchise. Started going to a different store that was corporate owned and the difference was night and day. We went from 2 seconds away from dropping Verizon everything to happy customers ever since then.

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geekitude OP t1_iy8uswb wrote

Nothing is said about any of that on their websites, and the upgrade process cheerfully extols how simple it is to return your old VZ stuff to "any VZ store!" The simple act of returning used equipment to complete a contract should be streamlined at this point. Glad UPS is an option. I didn't find out that it was an option from the upgrade instructions, but from a net search in the parking lot on Forest Hill. Hope I've saved someone some moments of annoyance.

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dalhectar t1_iy8xyv4 wrote

https://www.verizon.com/stores/ tells you which authorized resellers stores accept equipment returns. The issue though is that Forest Hill is one of those stores, but they denied you anyway. I have returned equipment to the John Rolfe Parkway authorized retailer.

Or you can go to a Company Store.

Or you can return it to a UPS Store.

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geekitude OP t1_iycm2tf wrote

Unfortunately, I didn't go and do a broad search for all VZ stores in the area on that page. Nice how the 'no equipment returns' line is in fine print. What happens is going through their upgrade process steps, I was given instructions that include "any VZ store" as ok for returns. Looking through that page, return acceptance is only at 4 places in the greater RVA area. The Forest Hill store does take equipment, but they have no practice of sorting out incoming customers by need or complexity of issue. There should be a sign or a person to say "here is where you return equipment" but instead, you wait in line behind people who are doing complicated transactions that could take half an hour apiece. When all that's needed is to hand a box to someone who can key in the return code and wave bye, waiting an hour is not on my calendar.

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HankyPankerson t1_iy90njl wrote

Actual ProTip: Buy your own equipment. You often end up paying less for routers, modems, etc. when you buy your own than just one year of rental fees from service providers. Not to mention you'll never go through the headache described above.

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dalhectar t1_iy92gcz wrote

Only reason to have Verizon equipment is for Verizon cable TV, and cable TV + monthly Cable TV box rentals is expensive compared to TV Streaming services.

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All_ t1_iyah1m5 wrote

Even if you buy good midrange equipment, It pays for itself in under 2 years. Comcast wants 15 a month for their modem/router, but a 1GB surfboard and good router, set a back 300. So mine will pay for itself in a year and a half.

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kilofoxtrotfour t1_iy9pmh3 wrote

The Verizon corporate store on John Rolfe Parkway(far west-end) took our 5 set-top-boxes in under 3 minutes. I brought them my VZ order sheet with the ID, he typed in a few numbers, scanned each box & gave me a receipt. No wait, no hassle. You mileage may vary.

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BillyWilly2019 t1_iydkmrv wrote

Just a correction. This is a Wireless Zone location.

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kilofoxtrotfour t1_iydmeff wrote

Oh.. wow -- You're right... It was so well run I assumed it was a corporate store. Make this under, "Well, that was unexpected!"

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geekitude OP t1_iy94yiw wrote

I suspect the biggest issue is their separation of cell phone from internet service, with not all stores knowing anything about the home services side; only the cell phones. It's not always clear which type of store it is.

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skully_27 t1_iyb4r17 wrote

I was directed to taking my old stuff to the Mechanicsville store back when I had to return it. Was also the only place i could get my employee discount set up so it worked out cause i wasn't going to pass up 20% off hardware and the 15% off my bill every month 🤷🏻‍♀️

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AlreadyShrugging t1_iy8tz7o wrote

Never trust any cell phone carrier or internet provider’s brick-and-mortar stores.

I was accused of not returning my old Verizon router a few years back. UPS has tracking and signature options while some random store employee does not.

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amels802 t1_iy9a7c4 wrote

Or just demand a return receipt before leaving the carrier store and scan/keep it on file.

The carrier can still hold you responsible for damage if shipping thru UPS and the hardware wasn't packed correctly.

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