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How can Verizon deny a warranty claim when they don't diagnose the problem?

Yes, I am talking about the infamous "corroded charging port" problem

Galaxy Nexus - worked fine except an intermittent problem with the camera. When you tried to use it, it would usually just display a black screen

Phone was 7 months old at the time and after talking with a customer service agent over the phone, I was told to send the phone in for a replacement

Three weeks later, BAM - $299 charge on the phone bill. Called to find out it was "liquid damage" due to corrosion on the charging port. Never mind that the moisture sensor on the battery is fine and the phone never got wet. So not only was I charged $299, I don't even get my old phone back!

Now, if you actually look at Samsung's warranty for this phone, which you can find here: http://www.samsung.com/us/support/service/warranty/SCH-I515MSAVZW

You should see in the "What is not covered?" section

"This Limited Warranty does not cover: (a) defects or damage resulting from accident, misuse,.... exposure to liquid, moisture, dampness,.....etc"

Please note the part about DEFECT OR DAMAGE RESULTING FROM. I sent my phone in to Verizon and all they did was look at the phone and deny the warranty claim. The level 2 tech I spoke with told me they never even took the back off to check the moisture sensor.

SO, HERE IS MY QUESTION: Since Verizon made no attempt to find out why the camera did not work on this phone (and the handset worked fine) how can they say that the "defect" (which would be the camera problem) was a result of the alleged exposure to moisture? They have no idea why the camera is not working because it is easier and more profitable for Verizon to charge the customer $299 for a used phone and then they won't even give you your old phone back

So come on Verizon - how can you deny the claim based moisture damage when you never even tried to find out why the camera doesn't work!

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Comments

demmo86rt

It doesn't matter to them, as soon as they see "evidence" of moisture damage, the warranty is void. My wife's Incredible 2 had a bad charger port (a very common problem if you look around these forums), but one of the moisture stickers has turned red (again, with research, you'll see that they are overly sensitive) and they refused to do the warranty claim, even with no other evidence of moisture damage. Unfortunately, with that clause in the warranty terms, it is full within their legal right to deny the claim.

notreal

That is my whole point. Read the official warranty. "Evidence" of moisture damage should only void the warranty if Verizon can indicate that is why the phone is malfunctioning. DEFECTS OR DAMAGE RESULTING FROM....

It appears to me that Verizon is not making any attempt to run diagnostics on these phones. All they are doing is looking for "evidence of moisture damage". They have no idea what is ACTUALLY causing the damage. Now, if your having problems with your phone charging and your charging port is badly corroded, I could see that being a problem. But to have some minor corrosion on the back wall of the port and the actual problem with the phone is the camera without "something" to indicate what the problem really is - they are just ripping us off

Have you ever looked at your car battery terminals?

notreal

Today I contacted Samsung since the Verizon representatives are claiming they are just following Samsung's policies

Had I sent the phone to Samsung instead of Verizon, they would have actually looked at the phone and tried to diagnose the problem instead of automatically rejecting it based on "exposure to moisture"

The agent I spoke with in "executive customer relations" (Plano Texas) told me that all phones that they receive are fully evaluated. The customer is then informed of their findings and if the fact the phone is out of warranty they would be given an estimate of the cost to repair the phone or given the option to simply return the phone to the customer AT NO CHARGE.

Verizon claims they are entitled to charge the customer $300 because they are sending out advanced replacements. In my case, this was just a spare phone and I just followed what the Verizon customer service representative told me to do. I was told to repair a "corroded charge port" is about $70

Sure wish I had sent my phone to Samsung instead of Verizon...

commonsense101

You gambled and lost..you thought vzw wouldn't notice and you could get away with a free replacement...vzw doesn't work that way anymore bud

japetty

I agree with you commonsense101 he thought the phone would be replaced for free by VZW instead of sending the phone to
Samsung where he knew he would have to pay the $70 to replace the corroded port but instead VZW noticed the moisture intrusion and charged the $299 to send him another phone as VZW don't repair phones they just replace them with refurbished phones. Should have thought this one out.

rall_g4

While I think you are pretty much out of luck on getting it fixed <Comments deleted per the Verizon Wireless Terms of Service.>

Message was edited by: Verizon Moderator

notreal

I didn't gamble anything. I actually thought the one year warranty on the phone meant something. Until this happened, I had never heard about "corrosion on the charging port" but now that it has happened to me - it has really opened my eyes. Just run a quick Google search and you will see.

One of the reasons why I made this post was to help others who are in a similar situation with a malfunctioning phone from Verizon.

Unless you really need a replacement phone asap, I believe you are better off sending the phone into Samsung for warranty repairs. As I stated above, this was just a spare phone that I was going to throw in my drawer and use as a backup...I was in no hurry to get it back

The thing that upsets me, and I guess that several of you have missed my point entirely is this. Verizon is voiding the warranties on these phones even when they have no idea what actually caused the problem - they are not running any diagnostics or anything. My phone had a camera problem - the handset worked great, all the apps worked great, it charged great - except the camera didn't work. Do I need a camera on a 'spare' phone - NO.

They are calling this corrosion "physical damage". It would be no different then them saying that you have a small scratch on the side of the case, that is physical damage and you warranty is now void

rall_g4

Dont be upset. You were very clear about your point. Whether someone agrees or not with your opinion you are entitled to it.

notreal

I finally figured out what the problem is!

Verizon actually does not have a "warranty program" like most consumers are used to when they buy an electronic item.

What they do have is a "Certified Like New Program" (CLNP) that has nothing to do with the Manufactures warranty. Only they do not actually come right out and tell you this...

If you new phone starts acting up, I would imagine that most people would call Verizon and ask for their Tech Support. If tech support can't help you fix the problem over the phone, they will advice you they are going to send out a replacement phone and you are to return you defective phone in the replacement phone box within 5 days. The problem is the customer thinks this is all happening because of the manufacturers warranty - but actually it is because they are about to enter the Verizon's CLNP program and your just not aware of the difference.

Basically, if your phone has any type of blemish on the front of the screen, more than two scratches (under 5 mm in length) or foreign material/corrosion in one of the ports - your phone will fail the physical inspection. You will be immediately charged for the replacement phone you have already received and you can not return that phone. It does not matter if these cosmetic blemishes effect the operation of the phone or not. If it has the wrong blemish - it fails

I can see how this is very profitable for Verizon. Once you have sent your phone in - there is no turning back. If it does not meet their standards, your out the $300 and they keep your phone. I imagine their sales of "total equipment coverage" have skyrocketed since Verizon started doing this. Up until today, I thought I was dealing with a warranty issue!

If you really want to get your phone fixed under warranty, you will need to deal with Samsung directly. They are very easy to get a hold of by phone and I believe their repair facility is located in Texas

japetty

All of what you say about CLNP is covered in the contract you sign at the time you purchased your phone and signed up for your service. The total equipment coverage is not VZW, it is from a different company. If you have to make a claim it is with the equipment coverage company not VZW.

notreal

Actually, I believe that Verizon changed the terms of their program after I signed the contract. As you can see from this link - Verizon tightened up their Certified Like New Program around March of 2011.

http://www.androidpolice.com/2011/03/31/psa-verizons-warranty-exchange-policy-is-about-to-get-a-lot-more-strict-starting-tomorrow/

Your still missing my point - it appears to me that Verizon does not actually help the consumer with obtaining "in warranty" repairs for a defective device. What Verizon does do is steer the consumer into their CLNP program and/or attempt to sell additional insurance for defects that should be covered by the manufacturer

I actually thought Verizon was helping me out obtaining warranty support from Samsung, what they did do was help themselves to $300 from me :smileysad:

japetty

It does not make any difference what your point is VZW does it one way and that is the way they did it and you are unhappy with that. You won't find any other cell phone company that does business much differently you either learn to do business that way or you don't do business with them. It's just that simple.

notreal

NOPE - they do not even try to diagnose the phone. Verizon does not have a warranty program - they have a Certified Like New program.

If your old, defective phone doesn't look nice - how do you think they are going to give it to another customer once they have "certified it" LOL

Seriously - where do you think they get those phones?????

mmart

Thank you, Thank you for this thread. I was about to fall for this. My phone's head

phone jack was loose and kept disconnecting. I figured no problem, it's under warranty, I'll just go to verizon and have that taken care of. They immediately set me up for a replacement phone, explained that I would have to send my phone back to them, no problem. However the tech was just slightly concerned about the blemish damages on 2 corners of the phone where the phone had skidded across tile. the damage looks like small road rash. He said, "I wouldn't be to concerned about it, but if they are too picky you will be billed for a new phone." I almost didn't worry about it because I figured it was normal wear and tear and I was dealing with a warranty issue. The tech's hesitation gave me enough of a reason to do a search verizon refusing warranty and I came upon this thread. I have canceled my order for a replacement phone, have contacted Samsung and will be sending my phone to Samsung instead. I would have been very angry about having to pay for a new phone and not even getting my old phone back. This thread saved me! Thanks Again!!!!!!!!!

mr_casey

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