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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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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.
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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.
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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.
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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!
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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.
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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.
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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.
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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.
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JP1217 wrote: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.
Was not telling you just to roll over. I was just pointing out that it is THEIR CHOICE as you acknowledged. They are a business in business to make money. They make more money by replacing units with refurbs rather than new. If you were a shareholder in the company you would like that they do this.
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I am not posting on this forum to start fights with anyone I just simply want a new phone that I deserve and figure since this is Verizon's forum maybe they will step up and do something about it. I am not one of these people in this country that think everyone owes me something. But when I purchase a device new and there is a red line that runs through it after 1-1/2 months (Go to Google and see all post about defective screens on the Droid X) I feel like this should be replaced with a new phone since it is a manufactures defect and not improper use from the owner. Should I contact Motorola and complain to them.and see what they will do? Nothing I'm sure.Hey Verizon step up and do the right thing.
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Geri O
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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
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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.
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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.
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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.
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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.
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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.
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Slap myself for not reading the contract? Whatever Verizon employee. I actually did read the contract to the point where I caught the Verizon customer service rep in the store rolling his eyes because I was taking up his valuable time.
I don't care how many refurbished phones you have had that has no bearing on my issue. Like I have stated in past post if you want to roll over and let them walk on you so be it.
What do you mean the phone didn't ship with this issue. If it did I would have returned within the 30 days and recieved a new one. The issue appeared after 1-1/2 months, so sorry I didn't make it happen within the 30 days. Also instead of acting like I was the one that did this to the phone look at Google and other forums for the same issue since Verizon and Motorola have admitted that there are or were screen/display issues at the time it went on sale.
As far as the warranty issue goes I just don't understand why I have to be given a refurbished over a new phone. I would really understand and have no problem with it if it was 6 or 8 months into the contract and it could possibly come from wear & tear. But that is not the case the phone is 1-1/2 months old and Verizon and Motorola have admitted that there are or where screen/display problems when the phone went on sale.
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JP1217 wrote:Slap myself for not reading the contract? Whatever Verizon employee. I actually did read the contract to the point where I caught the Verizon customer service rep in the store rolling his eyes because I was taking up his valuable time.
I don't care how many refurbished phones you have had that has no bearing on my issue. Like I have stated in past post if you want to roll over and let them walk on you so be it.
What do you mean the phone didn't ship with this issue. If it did I would have returned within the 30 days and recieved a new one. The issue appeared after 1-1/2 months, so sorry I didn't make it happen within the 30 days. Also instead of acting like I was the one that did this to the phone look at Google and other forums for the same issue since Verizon and Motorola have admitted that there are or were screen/display issues at the time it went on sale.
As far as the warranty issue goes I just don't understand why I have to be given a refurbished over a new phone. I would really understand and have no problem with it if it was 6 or 8 months into the contract and it could possibly come from wear & tear. But that is not the case the phone is 1-1/2 months old and Verizon and Motorola have admitted that there are or where screen/display problems when the phone went on sale.
I understand where you are coming from but try viewing it on a legal aspect, basically most insurance carriers usually view a item as new when the device is still sealed and in the same state that the device was shipped from factory, so once a device has been removed from package and used the item usually is not viewed as new at this point and the carrier has to mark the device as a "Like New" status and sell item at a discounted price to satisfy insurance agreement. Kind of a good thing they don't treat phones as a automobile because as soon as you drive the vehicle off the lot the item is worth half of what you just signed paperwork for under a number of states laws.
I feel Verizon is being fair because they are honoring the contract that you have apparently read and understood, I think the only thing that everyone here (Me included) on how is the company not supplying customer service because other carriers follow the same rules and some just wont help you on this subject but it sounds like they are working with you within their guidelines. Everyone get your view of the situation but they are not requesting Verizon to bend there clearly noted rule.
I wish you luck on a solution..
