Verizon employees, please answer this question.

[JerryF]

Please, this is a question for you Verizon employees to answer. 

What does Verizon do to FIX a malfunctioning Charge phone that is returned to Verizon as a bad phone BEFORE it is again resent to another customer as a replacement for that malfunctioning Charge phone they sent back to Verizon?

In other words how do you fix or what do you fix on the returned malfunctioning phone before resending it to another Verizon customer?. 

JerryF 

[Elitist_Jerk]

Just a guess but they either do a master reset and retest device with no applications and see if the reason it was returned can be duplicated (i'm sure that number is VERY low for android) or they send them off to samsung and get another batch of warranty devices.

After all Verizon just facilitates the transaction, they are just the middle men handing off one device for another.

Good question though, I doubt we will get any true insight however

[JerryF]

ElitistJ has a good point.  Could someone who has returned a phone tell us if Verizon requires them to give a detailed explanation of why the phone is being returned.  In other words, do they require you to describe everything that is NOT working properly.

JerryF

[DionM_VZW]

Hello JerryF and Elitist_Jerk! Jerry, this is a great topic. I would love to provide all the details, but I can't because varying circumstances tend to cause the process to change from device to device. What I can say is that phones that are sent out as Certified Like New Replacements are only done so after the phone undergoes the standard 100 checkpoint certification process, the exact same process that new phones go through. That process does require the purging of any existing data, so the operating system is reloaded in order to bring the device into basic conformance with optimal performance expectations. 

[JerryF · Accepted solution]

DionM_VZW,

Thanks Dion...good answer.  BTW, you folks at Verizon have not been looking into the battery problem deep enough.  You don't know me from Adam but problems like the Camera Flask LockUp and possibly other failures have been caused by batteries that show a full charge BUT in reality do not have many milli-amps mAh. of power. 

I believe that Verizon is losing a lot of money replacing phones that are not working properly because of battery failure as opposed to failure of the Charge phone itself.

JerryF

[ts47]

Hi JerryF,

For what it's worth, I've had two of those "guaranteed like new refurbished phones".  The first was a dud.  It wouldn't hold a bluetooth connection beyond powering off the phone.  The screen had a bad flicker in it.  It would flash a bright white starting at the bottom of the screen and moved up.  These seemed like the kind of problems that should not have made it through quality control.  The second phone seemed fine.  I think it's hit and miss with these phones.  You're either getting someone else's problems or a good phone.  There's no way to tell until you live with the phone for a while.  Thankfully, Verizon tech support has been good about replacing phones when there is a problem.

[DionM_VZW]

---

JerryF wrote:

DionM_VZW,

Thanks Dion...good answer.  BTW, you folks at Verizon have not been looking into the battery problem deep enough.  You don't know me from Adam but problems like the Camera Flask LockUp and possibly other failures have been caused by batteries that show a full charge BUT in reality do not have many milli-amps mAh. of power. 

I believe that Verizon is losing a lot of money replacing phones that are not working properly because of battery failure as opposed to failure of the Charge phone itself.

JerryF

---

Jerry, that's a valid point. I want to assure you that we are very well aware that this is occurring on some phones and that we are looking into it. While the resolution has not yet been determined, we will not stop until it's fixed. You guys have been great about giving us feedback on your experiences and have been very patient. I just want to say thanks again for that!

[GreenRobot]

The VZW refurb process is like a shady used car dealership. They polish up used products without any knowledge of why it was traded in and dump it on the next sucker. IMO. I say this because in the last few months I have found that VZW is terrible at tracking their replacement devices and to think that a detailed description of what was wrong with a returned device ever makes it to the person checking out the returned device is highly unlikely.