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The issue in GetHuman1638869's own words
As a bit of a back story, my husband and I took advantage of the Black Friday promotion and purchased two iPhone Xs. I went to The Verizon Wireless Retail Store near me to buy the phones. The salesman was very personable and helpful but, he was neither super clear or direct regarding the purchase of accessories. My husband wasn't in the store with me but I had him on speaker when we were discussing the screen protectors for the new phones. My husband specifically asked if there was an additional charge for the screen protector, because he can get them very inexpensively and didn't want to spend additional money on them. Both my husband and I heard the salesman say that "they were included" with the phones. My husband actually said "Well, that's great so lets go ahead and get them"... My husband disconnected and I went through with the purchase under the assumption that the screen protector would NOT be an additional charge. The salesman said that the screen protectors had a lifetime warranty and free replacements. I proceeded with the purchase of the phones and signed the screens to finalized the transaction, exactly as the salesman asked me too. When I got home and reviewed the paper bill I saw where the screen protectors cost $**.** for each phone -- $***.** total. Totally outrageous!!!! I WOULD NEVER KNOWINGLY PURCHASE A SCREEN PROTECTOR FOR THAT MUCH MONEY!!!! As I mentioned earlier, my husband can get them inexpensively, for $*.** a piece. Had the price of the screen protector been specifically discussed with me, I would have said no, I don't want it. As I mentioned before, the salesman was very nice and conversational but, in retrospect, I think his conversational approach was kind of like a "bait and switch" situation. I thought that a retail store associated with Verizon would have the same customer service as Verizon itself, but, apparently, not. When I called the store and spoke the salesman he said there was nothing he could do and that all sales were final. Very disappointing and frustrating. The fact is I do not want $***.** worth of screen protection for my phones and I want to return them for a full refund, but the Retail Store will not do this. Verizon is usually so good at customer satisfaction, which makes this incident especially egregious.
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