Droid Razr M burnout

[jerrybingham]

Avoid Motorola for your own sake:

I've been a loyal Verizon customer for nearly two decades. After a few years with my last Droid, a Verizon representative convinces me to upgrade to a new phone at a nominal price.

My brand new Motorola phone scalds me when it has an internal melt down. I'm promised a replacement phone (of the same hazardous model) by customer support at Motorola. Two weeks later—and more than an hour talking to different Motorola support personnel—I call customer support to ask where my replacement phone is and I'm told I need to mail in the fried phone in order to get my replacement. —Two weeks so far out of work or cel phone access.

When will you people actually perform "customer service?"

My first communication with Motorola was to ask for a different phone, even an older model, as I thought this one was hazardous. After being passed up the chain of command, management's response was, "Do you have a doctor's report?" No, I wasn't disfigured permanently and I was on a business trip. Her response was, "Well, I can replace it with the same model. I said, The same dangerous model? Yes. "Can I get a refund?" "Do you have insurance on the phone?" "No, it was less than a week old!" "—Sorry, that is our policy." Verizon reiterated Motorola's policy as being inviolable. I am still without a cel phone. Waiting.

[demmo86rt]

Why would you go through Motorola in the first place?  Verizon carries a 1 year manufacturer's warranty on all their devices and will send you the replacement with a package for returning the defective device.  If you are lucky, they may even have replacement devices in your local store, so you may want to try there first.

[jerrybingham]

My first action was to go into the Verizon store. The manager asked if I had insurance. I said the phone was only activated for 4 days. After an argument, and their technician unable to open the phone or remove the card because it was fried, they told me they didn't have any of the phones in stock but they could send away for a new one. I told them I didn't want the same phone because it was hazardous. He told me I needed to talk to Motorola. The same when I called Verizon. They would allow no substitutions, even to an older model phone. I needed to take it up with Motorola. I covered all my bases and then some. They are all reading the same script.

[demmo86rt]

That script is called your contract.  It specifically states that all warranty exchanges are for (when available) the same device.  Sometimes, if you have the same problem repeatedly with the same model device, they will let you get a comparable device.  However, this does not yet seem to be the case.

[B33]

That Phone Cannot be Opened and the Tech at the Store should of knew that.!!!)  The M has a Sealed battery Case it's Like the Razr Maxx i Carry  And Him trying to open it  All it would do is Void the Warranty Only a Certified Motorola Service Center can open the back Case.. And him telling you.. You couldn't replace it with something else well that's wrong since the phone went bad Less than the 14 day cutoff you would or should have gotten the option to choose another Device Like a Razr HD or Maxx HD or another Brand and all you would be out of is the $35 dollar Restock fee..and the Price difference of Another phone Device..

[jerrybingham]

I understand, demmo. And when that phone happens to burn the first child, that script becomes a lawsuit.

[B33]

Jerry Can you recall what the phone was doing up to the point It got Extremely Hot!  If you can Remember Write out a Time break down and if you were Listening to Music, Playing a Game , or if the Phone was just setting idle.. 

[jerrybingham]

It was sleeping, in my shirt pocket because I was in a crowded room and thought I wouldn't hear it ring. I started feeling warm, thinking the problem was me, until I felt it burning my chest. I took it out and dropped it, it was so hot. I handed it to the guy beside me, and he did the same. No one could believe it. I dropped it into my case thinking it might burst into flames. After a few minutes, I checked it and it was dead. No power. Nothing. That's the whole story.

[B33]

Wow that is something) Well there are a Number of things that can make a Phone Warm up ( A not so good connection to the Tower's can cause a Phone to continually to try and connect with them and can Warm up a Phone) An App that is Running in the Back Ground can at Times cause a Warm up i'v had both scenarios happen to me.. But the phone never got so that i had to Release it. I know you had to do what you had to do and did it Quickly that's Good but in that time did you smell anything as in a Burnt smell coming out of your M or did the back of the case Bulge out if it Did that is the battery going bad and they can Swell when they go bad..

[dimap52]

These Lithium-Ion batteries in these phones are actually explosive incendiary devices. Just a few days ago there was this incident in the news where a Samsung Galaxy 4 exploded in an apartment and totally burned it down. Laptop battery fires aren't that uncommon either. It's not the phone that's the problem, it's the battery. I have a Razr M also, and I had to get th first one replaced the day after I got it but Best Buy gave me no hassle on that. The replacement has been good so far, knock on wood. Four days in and the thing fries, Verizon should just swap you a new one without any hassle.