Droid 1 replacement

[ontheroad]

I am on my 4th Droid 1.  I asked if I could pay a reasonable amount of money to replace my phone with the Droid 2.  I was told no.  On my last "like new refurbished" phone the screen slider was loose and would wiggle back and forth -  "like new"  ??????  I am done removing/reinstalling the battery, resetting to factory specs, rebooting and remaining on hold for customer service.  Almost all of the techs that I have delt with have been very nice and tried to help so I am guessing the poor customer service/lack of support is Company Policy and not individual employees. 

We will be changing carriers as soon as we can.

[TheGreatOne]

You are going through warranty exchange so of course you would receive a refurbished device. Just so you know though every U.S. carrier has the same policy as Verizon in regards to the warranty. Every U.S. provider gives out refurbished phones same make & model when you have to do warranty exchange. I hate how people think Verizon only has this policy! 

[ontheroad]

I think it is ludicrous that any company replaces a defective product with another defective product - how many phones are returned because they work very well?  And just so you know, I was told that I "may get a new phone"  but of course I didn't.

Your comment "........so of course you would receive a refurbished device" is not necessary true in all cases.  Some people have received new warranty replacement phones.

[PJNC284]

That's because both Verizon and Asurion reserve the right to send you a new OR certified like new device.

[ajham2]

assurion has never once sent me a referbished phone, always new. only problem is with verizon sending crap to replace crap.

[ajham2]

I have now read everyones post and i am glad to see im not the only one just as i am sad that i am not the only one. what kind of business could careless about the customer, which is were they make there money. I received 2 phones now to replace one that I couldnt get threw asurion because they neglected to carry my insurance over. so now they are attempting to rectify their mistake and make things rite. So it had been almost 2 weeks, 2 phones that are not the same as the one i purchased and have the gull to tell me i should be lucky they are doing me a favor. so they gave me a 20% discount on my bill and feel that would make me happy. It made me warm and fussy inside until i recieved yet another wrong phone. now they cant send any more until they receive the 2 they sent, while i sit here w/ no phone which i am still paying service for. now that sounds like a good way to conduct business to me, not. really wondering why i verizon had to by out altel, never had any problems with them. ever since its been verizon, nothing but problems. tell them your going to look for business else where if its not fixed and they say im sry we dont want to loose you as a costomer is there anything else i can do for you. Anyone have any suggestions on a better service provider or how to get them to do what i pay them to do.

[Cobjones]

My slider sucks... it will open if I hold the other half....oh and on phone #5

[anrichardson]

I am on # 5, been waiting for #6 for a WEEK. I called on Friday the 20th. It was "approved" by manager on Saturday 21st. But every time I called, multiple times in a day, including Sunday to find status on my replacement. They tell me it's been approved it's just "shippment pending" all through Tuesday. So when I called on Tuesday, they canceled my order to place another order.

So I got pushed back to the end of the line again. So when they were canceling my order i asked about a new device(D2), they said the only way that would happen is if they were out of stock on replacements, which they were, come to find out, but they never called to tell me that. They say yea we have it in stock, the order went through and approved, just waiting for it to be shipped. It's waiting to be shipped cause they don't have any.

SO, as they canceled my order, a supervisor gauraneteed me a replacement by Wednesday @ 3pm. Which he couldn't gaurantee really, cause they didn't have the phone to do that with. Within a couple of hours I got an email with tracking info on it. I thought man he really did come through, not really. It was the replacement that i called in on Friday, but they canceled it remember? So what happens? Verizon called Fedex to cancel the order when it was in my city and on the truck for delivery.

I had to call from a landline # and would not give them my mobile number until i found out there stock on replacements. And they said they were out, so when i told them my mobile # and they saw how many times I called and the status of my order, it's been approved and it's waiting for shipment. They say they wouldn't have placed the order if they didn't have stock, but if you placed an order now, they still would place the order.

Why is that they keep canceling my order to place another, when they are out of stock and they couldn't place it to begin with?

Now, on Friday, one week later, they tell me it will take 72 hours bussiness days. So i'm on the phone with a rep and I have 2 orders open right now. Cause they can't cancel an order until it gets a tracking number from fedex. When will fedex get a tracking information? Well, when Verizon gets them in stock for Fedex to ship.

[ejklapperichjr]

I called Sunday, and they said I qualify for a replacement but they didn't have any.  I called again Tuesday, and the guy said they had some in stock and they would overnight one to me.  So I thought, sweet I'm getting one that is in stock.  I called every day after to check the status, and they told it's in process and I would get an email with the tracking number when it shipped.  When I called today they said there are none in stock but it might ship out today since it's been about 72 hours.

I going to guess I'm not getting one for a while.  This is getting frustrating.  I was told I was getting one that was in stock Tuesday, but now it's not in stock and I'm not getting one?  It's like they're just telling us they are sending one to shut us up.

[Cobjones]

My 5th slider keeps opening with me just holding the phone... this one is going back too

I called exec relations to see what they can do for me.

[ontheroad]

I received a call yesterday offering me a Droid 2 IF I paid $200 and extended my contract another 2 years (giving me an early upgrade.)  Based on the number of problems with the Droid 2, I passed.  

[slappyspud]

I am experiencing a similar issue with my phone. Suddenly my ear piece stopped working and I couldn't hear it ring. I returned the droid to a local VZW store who determined that it was faulty and I would need a warranty replacement.  I was told initially it would be 2 days until I would receive a replacement in the mail.  Shockingly I still haven't received my replacement!!  I called on 8/27 and I was told that production of the original droid stopped and replacements are currently "on backorder".  I asked how long the backorder was expected and I was told "72 hours" and they would email me tracking information.  Guess what as of today it has been 6 days and I still have not received any confirmation that it has been shipped out.  Meanwhile, I am sitting hear without a phone.  So today I called Verizon and asked if they would upgrade me to a different phone if they could not fulfill their warranty obligations and I was told no and that I would need to wait.  Because I was being so persistent, I did get Verizon to issue a $20 credit on my account for the hassle but still..I am paying for service for a phone I don't have!!  I know it's not just Verizon, a lot of carriers do this, but they need to at least offer to upgrade the phone if they can't replace it. 

[shoot]

Asurion sent a replacement phone and on arrival it was loose in the box with no packaging to speak of.   Litterally it was banging around loose in the box.   What' is up with that ?    It was obviously sent by somebody who didn't care.

The phone was defective ( no supprise) and I started jumping through hoops with asurion and getting all kinds of insulting remarks and threats.   I called them immediately by the way.   They wanted my credit card information and threatened to bill up to 300 dollars if it showed damage.   lol   The same people that sent it to me with no packaging?   They want me to give them my credit card number again?   I already paid for the replacement but expected a phone that actually worked.

I am currently trying to get a phone.  It is obvious that asurion is a shameful sham of a company with refurbished junk that they don't care about and have no quality control whatsoever.

Is there anyone in verizon that wants my family to continue after a plan after it's up in a few months?   I am totaly amazed that such a lack luster effort and apathetic approach to faulty equipment replacement is associated to a company that gets my business.

[tangomango]

I'm on my 3rd replacement phone and this one just crapped on me by not turning on.

The screen is not turning on but the phone is working fine (can slide the unlock, etc)

[ontheroad]

I would suggest negotiating with Verizon and the BBB.  I was able to reach a very fair agreement and I received a NEW (not CLN) Droid2 and so far, I am extremely happy.  I cannot believe the differenced between 4 defective Droid1 units and this phone.

I do not understand Verizon's lack of support for their customers.  The phone support people have always been great.  It is not their fault.  Too bad they cannot run the company.  

It is obvious that the Droid1 was not well thought out or supported.  Verizon should have done whatever necessary to address the problems and treated their customers fairly.

[Thunder_PC]

Even usung the BBB, they just kept insisting on sending me junk, used, broken replacements. VZW is the most pathetic service provider (any service) I have ever used. ETF, here I come