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Droid X Warranty Issue

After 1-1/2 months of owning a new Droid X I noticed a red line running down the screen. I took the phone to the Verizon store and was told the screen is bad. The store employee told me they would replace the phone with a refurbished or "Like New" phone. At that time I stated that I don't want a refurbished or Like New phone since I purchased a new phone from Verizon 1-1/2 months ago. I demanded a new phone replacement and at that time I was told to contact Customer Service and see if they would give me a new phone. I contacted customer service and was told the same thing that Verizon does not give new phone replacements and I should be happy that I can even get a replacement since the phone is on backorder. After talking to (2) different customer service agents and (1) supervisor I simply asked for the contact information to corporate headquarters so I can get this resolved. I just have a hard time understanding that you buy a brand new product with a (1) Year Warranty and it goes bad after 1-1/2 months and then you are told yes we will stand by the warranty but we will replace it with a "Like New" or "Refurbished" device. How does that make any sense. The thing that got me the most was the customer service rep telling me that I was lucky to even get a "Like New" or "Refurbished" phone. Like I should be happy that they are even replacing the broken one. I don't know who is at fault here Motorola or Verizon but I am taking it up with Verizon since they sold the phone to me. I just want what I paid for I don't want anything extra or something to make me happy other than a new phone.

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GeekGuy

JP1217 wrote:
After 1-1/2 months of owning a new Droid X I noticed a red line running down the screen. I took the phone to the Verizon store and was told the screen is bad. The store employee told me they would replace the phone with a refurbished or "Like New" phone. At that time I stated that I don't want a refurbished or Like New phone since I purchased a new phone from Verizon 1-1/2 months ago. I demanded a new phone replacement and at that time I was told to contact Customer Service and see if they would give me a new phone. I contacted customer service and was told the same thing that Verizon does not give new phone replacements and I should be happy that I can even get a replacement since the phone is on backorder. After talking to (2) different customer service agents and (1) supervisor I simply asked for the contact information to corporate headquarters so I can get this resolved. I just have a hard time understanding that you buy a brand new product with a (1) Year Warranty and it goes bad after 1-1/2 months and then you are told yes we will stand by the warranty but we will replace it with a "Like New" or "Refurbished" device. How does that make any sense. The thing that got me the most was the customer service rep telling me that I was lucky to even get a "Like New" or "Refurbished" phone. Like I should be happy that they are even replacing the broken one. I don't know who is at fault here Motorola or Verizon but I am taking it up with Verizon since they sold the phone to me. I just want what I paid for I don't want anything extra or something to make me happy other than a new phone.

Replacing a device with a refurbished is pretty normal...and not just with Verizon.

mortb

It's not Verizon, but the insurers they deal with, Assurion. If you read the very fine print, it states that the replacement will be a refurbished phone. This holds true for all phones, smartphones, dumb phones, etc., and with all carriers that deal with Assurion.

crb79

Read your warranty information it's spelled out clearly within. 30 days or less they will replace it with a new device, after 30 days VZW reserves the right to replace it with a refurbished unit.

I can understand wanting a new phone, but you are not giving them a brand new phone back. The item did not ship with this issue, it occurred 1 1/2 months after owning it. If it did ship with this issue, then you should have taken it back while it was within it's 30 replacement period.

TheGreatOne

crb79 wrote:
Read your warranty information it's spelled out clearly within. 30 days or less they will replace it with a new device, after 30 days VZW reserves the right to replace it with a refurbished unit.

I can understand wanting a new phone, but you are not giving them a brand new phone back. The item did not ship with this issue, it occurred 1 1/2 months after owning it. If it did ship with this issue, then you should have taken it back while it was within it's 30 replacement period.

Just to add in....many people think that Verizon only has this policy which is untrue. AT&T, T-mobile, Sprint...etc all have the same policy!

crb79

TheGreatOne wrote:

crb79 wrote:
Read your warranty information it's spelled out clearly within. 30 days or less they will replace it with a new device, after 30 days VZW reserves the right to replace it with a refurbished unit.

I can understand wanting a new phone, but you are not giving them a brand new phone back. The item did not ship with this issue, it occurred 1 1/2 months after owning it. If it did ship with this issue, then you should have taken it back while it was within it's 30 replacement period.

Just to add in....many people think that Verizon only has this policy which is untrue. AT&T, T-mobile, Sprint...etc all have the same policy!

You are correct, every carrier has this in some shape or form. Some carriers will even require your phone to be mailed into a repair center leaving you with no phone while it's being repaired.

JP1217

Its the. same respone with all you people until you have an issue with your phone and then you want your issue fixed. for free and probably demand more than a new phone. You probably work for Verizon or one of its vendors. So you think after 1-1/2 months its ok to have defects with the phone and not expect a new replacement. Also for the record I was a former AT&T customer that had a defective I-Phone and was repalced with a brand new one after 3 months and recieved an apology for the phones performance. So its not ok to spend a hundreds of dollars on a brand new phone and then be given a refurbished one in its place. Its called poor customer service period. Also let me add this if you read the warranty information a little more in depth you will see that they have the right to either provide you with a new or refurbished phone not just a refurbished phone. It is there choice.

GeekGuy

JP1217 wrote:
Its the. same respone with all you people until you have an issue with your phone and then you want your issue fixed. for free and probably demand more than a new phone. You probably work for Verizon or one of its vendors. So you think after 1-1/2 months its ok to have defects with the phone and not expect a new replacement. Also for the record I was a former AT&T customer that had a defective I-Phone and was repalced with a brand new one after 3 months and recieved an apology for the phones performance. So its not ok to spend a hundreds of dollars on a brand new phone and then be given a refurbished one in its place. Its called poor customer service period. Also let me add this if you read the warranty information a little more in depth you will see that they have the right to either provide you with a new or refurbished phone not just a refurbished phone. It is there choice.

Basically you responded and answered your own complaint right there.

It won't matter how mad you are are how right it is....the fact of the matter is that this IS the way it is. From any carrier. So you are mad at Verizon and you go to Sprint. Gonna be the same there. AT&T...the same. T-Mobile......the same.

JP1217

Exactly as I stated you must be a Verizon employee or vendor since you pick and choose parts of the story you can respond to in favor of Verizon. The statement was meant to indicate that they can do either but choose to give you a refurbished phone since this is the easist and cheapest way out. And maybe you are right about all the the other carries doing the same but if you read the entire statement you would see that AT&T did not do this and was quite proffesional and customer friendly about the defective i-phone issue. The only reason I moved to Verizon was AT&T signal strength was not so good in my area. And yes I am mad and will remain mad until something is done to rectify the situation. If you want to be run-over and accept what they do than so be it but I will not.

gerio

Go get 'em, big boy.

Geri O

gunnerntc2010

ok so they wont give you a brand new phone, well like said before you are not sending them a brand new phone so i would give up or go somewhere else

yellowcanary73

He payed for a new phone it's not his fault they sent him a defective one.

GeekGuy

yellowcanary73 wrote:
He payed for a new phone it's not his fault they sent him a defective one.

Read your small print.....within 30 days you can get a new device, after that it is gonna be what ever is available and chosen by the carrier.

JP1217

Your statement makes no sense what so ever. "Why should they send me a new phone since I am not sending them a new phone back" what are you talking about. Its called business when an individual buys a product from a business that person uses it and finds a defect in the product (after 1-1/2 months) they return it to the business to expect the business to stand behind the product and provide them with a replacement not a refurbished repalcement unless that is what they iniatilly purchased. . And to answer you last statement "why don't I go somewhere else" I tried to get Verizon to let me out of my contract but they would not even split the termination fee with me If you would pay my termination fee I will be glad to move on to another carrier. so as long as I have to remain a Verizon customer I will post how bad this experience and how non-helpful customer service was throughout this process and continue to be until I decide I have done everything I can or Verizon provides me with a new phone. Once again I simply want a new phone not a refurbished phone due to a manufactures defect not a user caused problem.

JP1217

I have read and understand the 30 day policy except for the line that says it can be replaced with either a new or refurbished phone. Why not a new phone? Was it because I needed a replacement phone ASAP = No not at all. I clearly stated to the CSR that I would be more than willing to wait on a new phone as long as it took. Was it because it is a dis-continued model phone= No the Droid X I believe came out July 15 or 16th and at this point in time is still being shown on the web site for sale. Was it because I requested a refurbished phone at the time of initial purchase or at the time of reporting the red line in the screen problem = No I purchased a brand new one in the box and I am also pretty sure I didn't tell Verizon to go ahead and just give me a refurbished one and save you guys (verizon) a couple bucks when I reported the problem with the screen. So why did I get a refurbished phone because it says it in the warranty policy.Yes I guess it says that so I need to roll-over and take whatever Verizon gives me and be happy. Well until it says that only warranty phones will be replaced with refurbished ones then I will continue to be unhappy with there policy and demand a new phone for my warranty issue.

ssmith10pn

My phone was defective right out of the gate. Touch screen issues. After jumping through all their hoops of defaulting the phone wiping it clean the intermentant issue was still there. They sent me a refub which is what I figured would happen.

I look at it this way: The refurb has all the protective stuff on it just like a brand new one does. Only difference is it doesn't come with a SD card, battery, or battery door, and I'll bet it's been 100% QC checked unlike the new in the box ones.

I'm a little ticked I got thrown into the refurb pile when I complained after day 3 but this one works great so I'm happy.

JJackson2010

If you have insurance on your phone and break it, you pay the $89 or so and they give you a brand new phone right?

Wildman

Actually you was lucky AT&T replaced your iPhone, they don't even offer warranties for a number of their devices and I had a friend that BABIED his iPhone and he had a issue with it and this was when they started doing the Moisture sticker that if it was a little to humid in area it would report that device was in water... To make a long story short, he had device a week and I know he couldn't had it in water because he even bought the water proof padded case but when he took it in for the issue he had, they told him the only option was to send to Apple for repairs or buy a new one a full price.

Never kiss a gift horse in the mouth.... But also understand that if the company is following a policy that they clearly have written on the contract that you agreed to.. If they was trying to get over they could simply said you did something to cause screen issue and forced you to buy a new one at full price.

wulf1C

Ok, I understand the policy that as everyone here has stated and i have a few questions. I started service around august 15 or so and i had some issues with it and they sent me another phone that i received close to a week ago and now im having an issue with i record video i see a red dot in middle of screen and it shows in playback too. I called cs and i did the battery pull and reset on the phone and it was still there. They said they were sending me another phone and it will ship out tommorrow. Will this phone be a refurb or new? Like i said this is the second phone and if my math is correct still within the thirty days. How can i tell if this next one is new or refurbished? And does the 30 days start when you start your service or when you receive the device? I didn't use the video before today so the problem might have already been there. I didn't read the contract thoroughly but you guys pointed out the key points of it and i just wanted to know what to expect. New or reburb doesn't really matter too much as long as its a good working phone, although i would prefer new like most of us would like.

Wildman

wulf1C wrote:
Ok, I understand the policy that as everyone here has stated and i have a few questions. I started service around august 15 or so and i had some issues with it and they sent me another phone that i received close to a week ago and now im having an issue with i record video i see a red dot in middle of screen and it shows in playback too. I called cs and i did the battery pull and reset on the phone and it was still there. They said they were sending me another phone and it will ship out tommorrow. Will this phone be a refurb or new? Like i said this is the second phone and if my math is correct still within the thirty days. How can i tell if this next one is new or refurbished? And does the 30 days start when you start your service or when you receive the device? I didn't use the video before today so the problem might have already been there. I didn't read the contract thoroughly but you guys pointed out the key points of it and i just wanted to know what to expect. New or reburb doesn't really matter too much as long as its a good working phone, although i would prefer new like most of us would like.

On this subject I would say that it may go either way depending on the CS tech that filled the order, but a while guess since this is a second device it may be a refreb device if I had to guess.

crb79

JP1217 wrote:
I have read and understand the 30 day policy except for the line that says it can be replaced with either a new or refurbished phone. Why not a new phone? Was it because I needed a replacement phone ASAP = No not at all. I clearly stated to the CSR that I would be more than willing to wait on a new phone as long as it took. Was it because it is a dis-continued model phone= No the Droid X I believe came out July 15 or 16th and at this point in time is still being shown on the web site for sale. Was it because I requested a refurbished phone at the time of initial purchase or at the time of reporting the red line in the screen problem = No I purchased a brand new one in the box and I am also pretty sure I didn't tell Verizon to go ahead and just give me a refurbished one and save you guys (verizon) a couple bucks when I reported the problem with the screen. So why did I get a refurbished phone because it says it in the warranty policy.Yes I guess it says that so I need to roll-over and take whatever Verizon gives me and be happy. Well until it says that only warranty phones will be replaced with refurbished ones then I will continue to be unhappy with there policy and demand a new phone for my warranty issue.

Build a time machine, go back in time and slap yourself before you sign a contract that you did not read.

Now that we have covered that, I've had several phones replaced by VZW with refurbished units.

Also I'd like to point out that the phone did not ship with these issues, you claim they appeared 1 1/2 months after you purchased it. When you sign a contract, you agree to abide by the terms of said contract. From what you have stated VZW is fulfilling their end of the contract, but since they will not go above and beyond the terms, you wish to terminate the contract.

I'd advise you to consult a contract lawyer.

unknown

I believe that if the contract does say you can get a new or refurb then JP should get the new one if he so chooses to wait until one is available. If VZ doesn't like that, then the contract wording should change to reflect that only refurbs will be handed out.

The eye rolling and attitude were completely uncessary and the reps should've been reprimanded at the very least. Personally, I would've fired them on the spot. Everyone knows the kind of industry Customer Service is. CSRs are the contact point of the company for customers. You're going to get angry people. CSRs are always the first ones to complain that customers don't treat them fair. My response to that is, that those people don't belong in a customer service job. You need to have very thick skin to be able to deal with angry and over the top people. What gets me is that reps know what kind of job they're signing up for and they want to then complain. It makes no sense.

To the mod(s) who censored JP's post a few above this one; if you are going to screen what is said, how about removing the posts saying JP has no common sense or any post for that matter that is a direct insult or a veiled one? I mean, censoring only one shows your bias and that isn't right.

To the OP; what other people in this thread have said is true. All carriers do what VZ is doing. You were lucky with the AT&T situation. Also, this forum is mainly for users. Rarely do you see a VZ rep come in here. If your goal is to get VZ to roll over on this, it will not happen here. If you are getting no where with your situation, my suggestion is to file a complaint with the Better Business Bureau. You have to be very polite, calm and collected because VZ does NOT have to do anything if you come across as a jack***. Your complaint gets forwarded to their executive offices. They have the most power to try and address your complaint. Again, be polite, calm and collected. Its not a guarantee that you will get what you want (especially if the X is on backorder and the ship date keeps getting pushed back) but, if you play your cards right you most likely will or at the very least be offered an alternative that you will be satisfied with. Good luck man.

xmarksthespot

I agree with JP on this one for the following reasons:

1. The brief amount of time that you have owned the phone.

2. The fact that the issue with the phone is a hardware defect acknowledged by both Motorola and Verizon.

3. Your willingness to wait for a new phone.

4. The apparently poor quality of "Certified" like new phones; cf. review on that page!!!

SBacklin has some good advice about talking with someone at the corporate level.

Also, the "be courteous" comment is certainly more applicable to the sarcastic, demeaning comments made by others in this thread than it is to your comment about being disappointed.

Finally, some people may be completely satisfied with being a few fries short in their happy meal, but I still expect to receive everything that my hard-earned money has purchased.

JP1217

Finally someone with some common sense responds. Thanks SBacklin. As I have stated I have been more than proffesional with the CSR and supervisors regardless of the way they acted to me.

As far as the eye rolling goes whatever if thats the way they feel they need to be so be it.

I made it loud and clear that I would be more than happy to wait on a new phone I was in no hurry.

Let people say want they want without putting a bold red Please keep post courteous. Come on how childish and thin skinned are you and who appointed you the administrator of this site.

Also you are right I will take my problems with Verizon to the higher ups. The whole point of posting this issue on here was to see if anyone else had the same experience with Verizon instead I get people who want to tell you that Verizon did nothing wrong and I was the one who inserted the red line on the screen.

JP1217

Thanks xmarksthespot finally a couple of people who don't like to be taken advantage of. All I want is a new phone that I feel like I deserve. I just don't understand how many people on this forum will allow Verizon to take advantage of them and accept whatever is given to them.

The part that aggravates me the most is someone on this site trying to tell me to Keep my post Courteous. You have to be kidding me you weak individual you are going to get upset over someone telling you that you are going to have your feelings hurt when Verizon lets you down one day.

I will go find a forum that people aren't so thin skinned.

Wildman

It is understandable that under your situation you would perfer a new replacment device but have you gave consideration to the number of user that have had their device replaced without question (That usually wanted a new replacement also) because of this and that issue that did fall under the the 30 day rule for a new device? Perfect example, so many have received a replacement device because of the volume issue that has been verified to be a software issue but still a large amount of users still decided to have it replaced still because they believed their device was a different situation.

Now there has to be a point that Verizon has to cut off replacing devices with new ones because it does cost the company to exchange a device with a new one because now they most likely have a stack of devices that had no actual issues but the device was exchanged to satisfy customers and devices have to be sold as a Like New device at a lesser stock price. The contract was written to clarify the company and client positions for a reason and so many feel that the company should be willing to give you a new device even if the contract clearly states that its the companies discretion, it isn't considered "Rolling Over" or "Not Using Common Sense" when policies are being followed.

Also one other thing to consider, which insurance did you choose for your device, did you get the Total Equipment policy or just the basic insurance plan?

JP1217

Wildman I understand what you are saying as far as people just turning in device that could be fixed with a software issue or a battery pull or re-boot but this was not one of them I had dead pixels in the screen and this was verified by (2) techs at the store and by (1) tech over the phone (How he verified it over the phone I don't know but he did tell me he ran through all the things they are supposed to do over the phone and instructed me to bring it to the store). I wasn't jumping the gun and wanting a new phone because the internet wouldn't come up fast enough. So I get you point but I don't think it is valid in this instance.

Also maybe Verizon should cut off replacements until it is verified that it cannot be fixed via software update or other means. But I think it is pretty simple in this case that I had a manufacturer defect which is covered by warranty and should be replaced with a new one not a refurbished one. The phone is only 1-1/2 months old like it have pointed out in previous post that I would totally would be ok recieving a refurb if were 6,7,8 months old but come on 1-1/2 months. This whole thing may sound petty to some people but I feel like I payed alot of money for this phone and I don't want a refurbished phone. If I did I would have went on ebay and bought one. And yes Verizon opted to give me a refurb instead of a new one which is totally within there right to do so but it doesn't mean I have to accept it. The fact that they chose the easier and cheaper is pretty sorry especially for a 1-1/2 month old phone.. So thats why I won't let this go.

Just a quick thing. The line "Not using common sense" was written by someone else indicating I have no common sense because I want a new phone instead of a refurb.

I didn't purchase any insurance on the phone. I didn't feel like I needed it since it carries a 1 year warranty and very rarely is my phone in harms way. Is this something that you feel I should have or is it something you feel would help out with this problem?

Tarbosarus

I get were your coming from. It is as if they said, "whoops we dropped the ball, oh well now it is your problem."

xmarksthespot

Replacing defective devices is the cost associated with releasing a device that has hardware defects. Does it hurt companies? Yes, just ask Toyota! But, as a consumer, I do not want to exchange a defective device for another defective device that has been returned and not repaired - cf. again the one and only customer comment on the refurbished devices page. If, after 1.5 months, I return a device with a hardware defect acknowledged by both Verizon and Motorola, I would only be satisfied with a new device sporting the fix to the hardware issue.

droidsw

I Googled it and less than 1/10 of 1% of Droid X's have had this issue. It's unfortunate that you have.

Yes, we are aware that the phones we receive for replacement are refurbished. That discussion has been carried out in this forum ad nauseam.

Taking it to the level of the automobile comparison is a stretch. These are phones. Consumable electronics. Replaceable and interchangeable with a refurbished, tested and certified exchange. I am using one now.

Verizon (and the rest) make a profit from each new phone sold (either by price, or contract) and replacing every phone that needs repair with a new one, instead of a refurbished one, would drive up everyone's bill because the provider will pass that cost on to the consumer.

And get the idea of what a refurbished phone is out of your mind. They aren't scratched, knicked up and worn looking "used" phones. I looked at mine under a jeweler's maglight and could find nary an indication that it was "used". Not one blemish, or scratch.

And since you brought it up, would you expect your car dealer to give you a brand new replacement car if the one you just purchased needed a repair? Of course not.

droidx0911

droidsw wrote:
I Googled it and less than 1/10 of 1% of Droid X's have had this issue. It's unfortunate that you have.

Yes, we are aware that the phones we receive for replacement are refurbished. That discussion has been carried out in this forum ad nauseam.

Taking it to the level of the automobile comparison is a stretch. These are phones. Consumable electronics. Replaceable and interchangeable with a refurbished, tested and certified exchange. I am using one now.

Verizon (and the rest) make a profit from each new phone sold (either by price, or contract) and replacing every phone that needs repair with a new one, instead of a refurbished one, would drive up everyone's bill because the provider will pass that cost on to the consumer.

And get the idea of what a refurbished phone is out of your mind. They aren't scratched, knicked up and worn looking "used" phones. I looked at mine under a jeweler's maglight and could find nary an indication that it was "used". Not one blemish, or scratch.

And since you brought it up, would you expect your car dealer to give you a brand new replacement car if the one you just purchased needed a repair? Of course not.

1/10th of 1%, back in July 3 weeks after the release of the droid x. Do you even know how many that really is? Of course not thats what they want the public to believe, not many at all. Supposedly this issue was taken care of, but obviously not. According to this and other droidx forums, some users have had to get a refurbished replacement replaced! All hail Motorola and shame on Apple and it's i-phone. yeah right...

You may be aware that the phones are refurbished, but others above obviously were not.

Sure, Verizon and Motorola make a profit from each new phone they sell. They should, they should also make a product that is worthy of our hard earned money and built to last with quality components, especially if they want to recieve $199.00, $380.00 or even $500.00 for their "just a phones". Don't expect us to get a priviously owned, repaired or used phone under warranty.

I know excactly what a refurbished phone is. A refurbished anything is a defective new thing that has been disassembled, inspected and hopefully had all the defective parts (but not all the used parts) replaced, and been put back together with all the parts and screws it originally had, by a human, you have heard of human error?. It is most certainly compromised vs. a new item. I will decide what and when to get something out of my head as a 15 year Veteran AutomotiveTechnician and now a 10 year Veteran Office equipment and document solutions Technician. Not to mention my 4 yr.degree in Electronics and extensive job related training from over 5 manufactures.

And since I brought it up, No, I would not expect my car dealer to replace my car unless it has had the same or mutiple problems that they could not fix (read the lemon law). I would expect them to fix my car and provide me with a loaner to use, since I did buy the car to USE it in the first place, which they did. They also have service bulletins and fixed stuff I wasn't even aware of. But I guess customers paying for a phone and ongoing service from Verizon and Motorolla don't deserve the same common courtesy as customers buying a car.

droidx0911

company men

droidsw

droidx0911 wrote:

According to this and other droidx forums, some users have had to get a refurbished replacement replaced! All hail Motorola and shame on Apple and it's i-phone. yeah right...I am firmly on the fence and not a Moto fanboy. Just wondering. Do you know if you can go into an AT&T Store with an iphone with a problem and walk out with a new (replacement) phone out of the box? That would be interesting, if that were true.

droidx0911 wrote:

Taking it to the level of an auto may be somewhat of a stretch, but I know how I have treated and cared for my phone and automobile. I have no Idea how someone else may have treated thiers. How do I know it has never been dropped or how many times it has been dropped, and what components, pcbs, or strutctural components have been comproimised that can and have been overlooked honestly or dishonestly. This isn't a vacuum tube 16" Philco B&W television we are talking about. I am confident any questionable and unrepairable phones are pulled out of the repair loop and not sent out as replacements.

droidx0911 wrote:

Don't expect us to get a priviously owned, repaired or used phone under warranty. But, that's the way it is, whether you, or I, or anyone else likes it. The only option is finding out next time, ahead of time, what the repair/replacement policy is on the phone before you purchase it.

We hold the same degree and basically the same experience (mine in semiconductor equip) and I use and have used refurb and replacement components in equipment repair for years. Equipment that must stay up to production, lest the company (customer) lose hundreds of thousands of dollars from lost manufacturing revenue. I don't have an issue with their reliability and neither do the bean counters that monitor equipment up-time.

I do like your idea of maybe Verizon Fed-Ex'ing a "loaner" for us to use while they repair our "original" phone. Whereupon, we get our original phone back, eventually, if it can be repaired.

However, until that happens, we can agree to disagree. The refurb phone issue is not a big deal to me. Out of the question to you.

eh487521

Worst part is after you got your replaced droid x, your warranty period is now only for 90days.

So your 1year warranty became 1 and 1/2 month+90days.

What a deal!!

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