Dear Joey Mxxxxx ,
Good afternoon and I am so sorry for any inconveniences you have experienced in regarding your Worry Free Guarantee. As a show of good faith to you, a valued customer, I will be able to honor the offer to replace the Droid Incredible with the Droid X. My name is Nichole, and I will be happy to provide additional information on this process.
I have reviewed your account and confirmed your conversation with our Customer Service Department on 7/1/2010. Although your Worry Free Guarantee expired on 7/1/2010, I will be happy to honor the offer to complete an exchange for the Droid X. I have taken the liberty of sending a pre paid return label to your home address on file so you can return your Droid Incredible to our warehouse. Please allow 5-7 business days to receive this in the mail and please be aware you will be charged a non-refundable $35.00 Restocking Fee since the device cannot be resold as new.
Please ensure you return the original box, including the UPC Code, intact with all components (phone, charger, battery, instructions, etc.). All components must be in like-new condition. All returns must be accompanied by the original receipt and will only be granted to the actual purchaser whose name appears on the receipt.
At our discretion, we may decline your return or charge you an additional fee for missing items or items that we determine are damaged or require service. If we accept your return within this period, we will refund your purchase price. If installed equipment needs to be removed from a vehicle or fixed location, you may be charged a service fee. The credit for your equipment return may take up to three billing cycles to process.
In addition, to order your Droid X at the 2-year discounted rate, we will need your shipping address. Please reply to this email with your shipping address so I can process your request.
Also, the Droid X is currently on back order. Any orders placed on 7/16/2010 will ship by 7/23/2010.
Joey, it has been my pleasure to assist you with your Worry Free Guarantee exchange. I also wanted to take a moment to thank you. You have been a loyal customer since 2005, and that longevity is appreciated. I hope we remain your favorite cellular provider for many years to come and that the information I have provided has been helpful. I do look forward to assisting you in the future! Should you have any other concerns, please reply to this email.
Sincerely,
Nichole
Verizon Wireless
Customer Service
This is one of our email conversations...
