Is voiding waranty from cracked screen even legal?
Lasko189
Newbie

My droid has a cracked screen, it has had a cracked screen for awhile. The crack has never affected the performance of the phone or its operation. Well this Friday my phone basically died while I was at work. One minutes it was working fine the next minute the screen wouldn't light up and it was so hot I could barely hold it in my hand. The phone is only 8 months old and should still be under the manufactures warranty. But because the screen is cracked ive been told my warranty is voided and they will not repair or replace my phone even though the cracked screen is not related to the current problem.

My question is how is that even legal? How can they void a warranty with no proof that the problem that IS covered under the warranty was caused by the damage NOT covered? Isn't this against the Magnuson-Moss Warranty Act? I can see how they would refuse to fix the cracked screen, but how can they also refuse to fix the electrical problem that is covered under warranty?

There warranty only state they will not cover damage that RESULTS from abuse, misuse, accident, or neglect. That says nothing about covering unrelated manufacture defects that DID NOT arise due to abuse, misuse, accident, or neglect.

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Lasko189
Newbie

Well I spoke with a Motorola rep on the phone and Motorola has agreed to evaluate the phone to determine the cause of the problem. If the problem is determined to be caused by the cracked screen they will return it to me and I will use my Asurion insurance to replace the phone. If the problem is NOT related to the screen they will either fix the phone and return it with screen still cracked or if unable to repair they will send me a replacement. To me this is a fair compromise, albeit inconvenient for me as will take 5-7 business days once they receive the phone to make a determination.

This just goes to prove that Motorola DOES NOT automatically void warranties because of superficial or cosmetic damage. And no where in there warranty does it say otherwise. I will let everyone know the final outcome.

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Tidbits
Legend

That what I said... They are doing the investigation for you... I will tell you now. If the solder is snapped your warranty is voided as they would know it was cause by blunt force.

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Lasko189
Newbie

If that is there determination after examining the phone then that is acceptable. I just wanted them to actually determine the problem with the phone instead of just taking the easy way out and blaming it on the screen. Now if they try to give me some lame excuse that is unable to be proved and still refuse to fix it well that is another story, ill cross that bridge when I come to it.

And just to be clear I'm not just some asshole wanting to get something for free, I told the Motorola rep if they could fix my phone without replacing the screen then that is perfectly acceptable. And I never once asked for an upgrade to a newer or better phone. I just want a working phone doesn't matter to me if the screen is cracked. If the screen becomes a problem in the future ill use my insurance to fix it.

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notarep
Contributor - Level 3

Not to say you're trying to get a free new phone, but if large companies took what customer's said at face value, all kinds of illegtimate claims would be made saying their cracked screen is a manufacturer defect. Cause and effect kind of deal.

On verizon's end, they have to hear from motorola that the cracked screen is an actual issue apposed to a complaint from a handful of customers. (yes handful) And again, there isn't a way to prove that it was a manufacturer defect. Not here to shoot you down or anything, just saiyan.

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Lasko189
Newbie

I guess you didn't read my post, Motorola is not going to fix the screen. They are going to determine what is wrong with my phone and what caused the problem. If they determine that the cracked screen is not related to the current problem then they will fix or replace my phone under warranty. If they do decide that it the two problems are related I will get my phone back, unfixed. If there was no way to prove what caused the problem then I doubt they would have agreed to evaluate my phone for warranty work.

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reallyniceguy
Contributor - Level 3

Ive seen threads all over the internet on how motorola phones crack. I have been lucky because i drop mine all the time and im good. I can see why they wouldnt cover it as they think is because we drop the phone but I would still give the OP the benefot of the doubt. I would call motorola and ask them. Verizon cant control it its the manufacturer.

Tidbits
Legend

I honestly think maybe 2% of the people complaining and the other 98% want to upgrade to a newer device and keep their plans.

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rall_g4
Contributor - Level 3

Come on. Your the type that has a dent in your car and still expect the engine to be under warranty. My daughter had a phone that the keyboard stopped working. Verizon refused to cover it under warranty because it had a scratch on it. A Scratch. "Well she might have dropped it".  Good old Verizon customer service. That is a good Verizon hack line . "YOU have to prove you didn't drop it".

Tidbits
Legend

There's a large difference between a car and a phone... If you don't know what it is then... I don't know what to say...

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rall_g4
Contributor - Level 3

So no phone can have a defect once it is scratched ? Or can a Verizon employee tell just from looking at the phone? The OP must be new on here. He didn't realize the Verizon hacks would jump all over him.

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igovirginmobile
Contributor - Level 1

Dude Verizon associates are psychic..they use a magic 8 ball to detect if a phone has been dropped. They also have a wheel of excuses that they use for customer service issues that has 30 standard responses on why they will not give a customer a resolution all 30 of which have been vetted by their legal department. When you call you can hear agents spinning the wheel in the back ground to get their response...another disgruntled customer.

rall_g4
Contributor - Level 3

I'm starting to get some vibes that you might not like Verizon.

igovirginmobile
Contributor - Level 1

Sorry, I should have held up my sarcasm sign..yes I hate Verizon with a vengence. I waste a little time every day posting about their shady business practices and no I don't work for another company. I just had the poor judgement to sign a contract with Verizon.

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commonsense101
Specialist - Level 2

you post everyday saying how bad they are, but never sheding any light on anything

>Post edited to comply with VZW ToS. Please refrain from name calling< that couldnt understand their bill is what i'm guessing

Message was edited by: Verizon Moderator

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igovirginmobile
Contributor - Level 1

I would reply but you were mod blocked. My issues with Verizon are very simple bloatware on my phone and deceptive business practices.

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rall_g4
Contributor - Level 3

You cracked me up with the spinning wheel in back round comment. I think I've heard that a few times. Not the comment but the wheel. LOL

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commonsense101
Specialist - Level 2

You are not telling the truth or got misinformation

normal ware and tear is covered. the outter case falling off, buttons mission and cracked screens are not covered.

To the op, if its not legal its how its been working for 15 years or so so there is a big hill to climb

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Lasko189
Newbie

I dont want or expect them to cover the cracked screen. My problem is I had a phone which worked just fine for months after the screen cracked and then one day it decided to stop working. I was not ready to pay 99 bucks to replace my phone because the cracked screen did not bother me. Now I have been essentially FORCED to pay for a replacement phone due to a manufacture defect. And fyi the crack was NOT caused by dropping the phone. A small 4 ounce candle that was in a ceramic jar fell from about 2 feet right onto the corner of the phone while it sat on my desk. My phone has had an otterbox on it since day one. Ceramic is very dense and can easily break glass. Has anyone commenting even took the time to READ the manufacturers warranty IN FULL? It says NOTHING about voiding the warranty only what it WILL and WILL NOT cover, and my CURRENT problem which rendered the phone unusable should be covered under warranty.

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commonsense101
Specialist - Level 2

your phone hasnt had a warranty for months and months. it isn't something that just happened

I dont see how you dont get that..

http://www.motorola.com/Business/US-EN/Support/Motorola+Product+Warranty

d. The above warranty provisions shall not apply to any hardware...subjected to unusual physical or electrical stress, abuse, or accident

Clearly a candle dropping on it is an accident

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Lasko189
Newbie

That is not the correct warranty and does not apply to Motorola cell phones.  Try reading this onehttp://www.manualowl.com/m/Motorola/DROID-3/Manual/216956

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