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Question About Replacement Phone

In January of 2011 I upgraded my phone to a Certified Pre-owned Droid Incredible. Everything was fine when I got it. You couldn't even tell it had been pre-owned. Recently that has changed. My phone has started to restart itself, only it doesn't actually restart. It has only ever happend when I was physically using the phone (online, playing a game...). The phone will shut itself off, then begin to restart. Once the phone appears to have been restarted it will shut itself off again and start the process over. The only way I can get the phone to turn back on correctly is it remove the battery, leave it out for about a minute, then put it back in and turn it on myself.

I emailed Verizon and since it's still under the one year standard warranty that comes with a pre-woned phone they told me I could have a replacement one sent to me. I'm wondering whether my replacement phone will be another (potentially malfunctioning) pre-owned phone, or if they will send me a new one. If it is another pre-owned phone does the standard one year warranty start over when I receive it, or does it just continue where it left off with my current phone?

Comments

AntonioC_VZW

jules8822 wrote:
In January of 2011 I upgraded my phone to a Certified Pre-owned Droid Incredible. Everything was fine when I got it. You couldn't even tell it had been pre-owned. Recently that has changed. My phone has started to restart itself, only it doesn't actually restart. It has only ever happend when I was physically using the phone (online, playing a game...). The phone will shut itself off, then begin to restart. Once the phone appears to have been restarted it will shut itself off again and start the process over. The only way I can get the phone to turn back on correctly is it remove the battery, leave it out for about a minute, then put it back in and turn it on myself.

I emailed Verizon and since it's still under the one year standard warranty that comes with a pre-woned phone they told me I could have a replacement one sent to me. I'm wondering whether my replacement phone will be another (potentially malfunctioning) pre-owned phone, or if they will send me a new one. If it is another pre-owned phone does the standard one year warranty start over when I receive it, or does it just continue where it left off with my current phone?

Hi jules8822,

I am sorry to learn of the rebooting issue outlined on your post. I will be addressing all your concerns in subsequent order for your convenience.

Restarting (rebooting issue):

This may be caused by a conflict with a third party application you recently install. Perhaps the game you play when the phone reboots. Please remove the application and test the phone for a few days, if the phone does not reboot again then your application/game is conflicting with the proper operation of your phone.

Phone replacement:

Your phone's 1 year manufacturer warranty allows us to replace your phone with a Certified Like-New Replacement of the same model (Not brand new) phone if a replacement is necessary.

Warranty period:

If a replacement is processed and sent to you, the replacement phone will include a 90 day warranty or the reminder of the original 1 year warranty, whichever is greater.

For details about the Certified Like-New Replacement program please visit the link below:

Certified Like-New Replacement Program

JamesWill

Similiar to you jules, my certified phone broke. However, I got the short end of the stick. My droid 2's power button no longer works. I thought I got lucky when my store offered me a droid 2 when I continually brought in my nightmare phone, the motorola devour. My first two "certified" droid 2's were defective upon arrival at my house, the first "certified" phone having a non-functioning touch screen and the second having software issues. The second "certified" droid2 crashed several times a day, at first like yours, and then it just started crashing on it own in my pocket with no user interaction. Verizon techs tried to blame it on an app I had downloaded. I uninstalled the app and it crashed right in front of them minutes later. Now this is my third "certified" droid 2, and 5 months into it, everything had been going great. Two days ago my power button stopped working, I can no longer turn on, turn off, or lock my phone.

I took my 3rd "certified" droid 2 in today and I told an employee my power button did not work. The employee immediately removed the battery. After she handed me the phone expecting me to somehow be able to turn it back on... the power button is broken; she managed to figure out a way to get it to turn back on. Now she looked at the phone and decided that the power button doesnt work because there is dust in the ear piece speaker. She said there was nothing they can do because they don't open phones in the store, but she then recommended a company that fixes phones. I asked her about the company when she handed me their business card, she knew nothing about them. (Why would she even recommend someone she knew nothing about?)

Next I brought up about my ability to get a new/replacement. I got this (the 3rd) "certified" phone in february of this year. My 90 days is now obviously up, and she told me my one year warranty started when I got my devour(which several employees in the store have told me they personally refuse to sell; know it is a terrible phone expect it to break; or personally apologized to be that I was suckered into a phone that was less reliable than a carrier pigeon.) So now I have a "certified" pre-owned broken droid 2 that I cannot turn on or off or lock with no warranty because my warranty for this phone(my current droid2) started before the droid 2 even existed. The one year warranty for the droid2 I got in february of 2011 started in november of 2009, what the..... The phone is now a pain to use and according to the employee I talked to all I can do is buy a new phone at full price or wait until november when I recieve my "upgrade."

I found out some other important information at this time. I told her I don't really want an "upgrade" I just want this same phone, not a droid 3, or an iphone, or whatever is new in november, just another one of these. Fortunately(sarcasm), she offered me the ability to "upgrade" (not an upgrade at all) to my same phone for the lovely price of several hundred dollars in November.

I mentioned that my phone also crashed twice today, showed her my apps which I told her have nothing to do with the crashing, she agreed. I hope the crashing does not become habitual, otherwise I'll have a phone that crashes and I wont be able to turn on; let alone lock or turn off.

Now, after reading about your situation jules and the verizon reponse, I can let you know from experience that it will only get worse from here unless someone intervenes as I have been hoping a verizon employee would in my case for what is sure to soon be two years.

I'm at the crossroads of my 3rd "certified" droid2 that is currently broken, and the only question I have left is what can be done now short of buying a new phone because none of the 4 "certified" phones (I got a "certified" devour as well before the switch to the droid2) I have had since my original devour worked as they should, including the actually NEW devour I bought in the first place.

keezy

JamesWill, I would recommend looking on Craigslist or eBay for a different phone (or the same, if you want) since yours clearly just does not want to work. The ones online are substantially cheaper than the discounted pricing you receive from Verizon when upgrading. That way you'll still be able to have that upgrade handy whenever you want.

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