I bought my Droid on release day back in November, 2009. I was one of the people that got the bubbly version of the keyboard, opposed to the flat version.
About 2 weeks ago, I went to a Verizon store because three of my keyboard keys are falling off. I can't even open my keyboard because they are so loose and fall off. I talked to a sales person who said that the first batch of Droids had the bubbly keyboard, but because Motorola was having issues, they switched designs. This made sense, because I know 3 or 4 other people that have a flat keyboard that feels MUCH different.
Anyway, he then asked me if I had insurance on my phone, which I do, and then went on to tell me that since my issue is considered wear-and-tear, I would have to pay $100 to get a replacement.......
.....what?
After telling me there was a defect with the first batch of Droid keyboards, I would have to pay $100 because this defect is considered wear-and-tear? That makes no sense at all. A defect is a defect, not "wear-and-tear".
I've googled this issue and have seen many other forum posts where people report that their keys are falling off.
Does anyone know if it will be possible to get my phone replaced for free through Verizon? If not, I will contact Motorola directly.
Why am I even paying $10 a month for the insurance if I can't get my phone replaced (for free) when there is a known defect?
You probably won't like hearing this, but in order to get a free replacement, you would have had to take it in before your first year was up. At that point, your phone would have still been under the one year warranty. As for having to pay $100 to get it replaced through the insurance, it's just like any insurance, there is a deductible. Sucks, I know, but you may be stuck paying it.
I understand the one year warranty issue, but why didn't Verizon (or Motorola) contact me to let me know there was a defect with my device?
My physical keyboard is virtually useless right now. I am going to contact Motorola directly and see if I can get a replacement. A friend of mine had a Razor (back in the day), and said that Motorola's support was much more helpful than Verizon's, and replaced his phone for no charge. I'll report back if I find out anything useful.
I understand this is no one's fault, it just sucks that I will have to pay $100 to replace a defected phone.
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