Elko Wireless

Elko Wireless store unwilling to replace defective Droid cell phone with [redacted] cell phone within 14 day warranty period.Product_Or_Service: [redacted] droid maxxOrder_Number: [redacted]Account_Number: [redacted]Desired Settlementreplacement of defective droid phone with new operational iphone.Business Response Contact Name and Title: [redacted], OwnerContact Phone: [redacted]Contact Email: [redacted]Customer called from Reno and wanted to exchange phone in [redacted] later in the week, well after the fourteen day period. We are lenient on deadlines when we can be, but Verizon requires us to exchange brand new defective phones within fourteen days.Customer signed receipt stating our policies and initialed the specific paragraph stating this specific policy when we explained it to him at time of purchase. Phone is still under warranty so he can get a replacement any time within the first year.Based on customer's description, there is some question as to whether the phone is defective or simply experiencing an Apple glitch. We could not troubleshoot remotely.I called customer to discuss issue and left message (voicemail greeting had a different first name but the same last name as customer) on 5/5/14 but did not get a return call.I will forward copy of receipt with our poicy and customer initials separately.Please see supporting document online.