Verizon refuses to replace Droid X

[keiffers]

So I've been having problems ever since I got my Droid X, with problems with the touch screen not wanting to respond unless I lock the phone and then unlock it, app icons disappearing although not uninstalled, text messages not being able to be sent unless I reboot the phone and other problems over the past month I have had it

I purchased it through an authorized Verizon reseller, but I can't go back to them as I am outside of their 'return/exchange' period and have to accept a refurbished phone from Verizon. I've been into the local Verizon store who troubleshot and did a refresh of the phone, of which I have also done, as well as troubleshooting through this forum and other 3rd party forum on the internet

The agent and supervisor I talked to today told me I had to troubleshoot through them before I could get a phone replacement sent out to me, even though I told them multiple times I had already troubleshot in the store as well as online. 

I already have one friend who wanted to come over from AT&T and they have already told me because of my experience this morning, they won't be switching over. 

I'm no idiot and I know how to fix things, I work for a technical support company and can understand policies but I also know that there are instances where exceptions can be made, yet Verizon didn't want to do that, especially considering how they have already treated me since I returned from AT&T a month ago - I previously was with Verizon for quite a number of years and never once had any problem with them, they always took care of my issues and treated me like a valued customer, until today

I will be visiting the store and letting them know what happened and see if they can fix my problems and get me a replacement phone. As well a letter will be going to corporate about how they treated me in regards to a lemon of a Droid X - the phone itself is a great phone and blows away the iPhone I had previously, but their customer service leaves alot to be desired

[mdram4x4]

verizon is offering you a refurb, take it

you bough tthe phone from someone else, not verizonz fault, yours

do you have the insurance?

have you called the people you bought it from

sometimes saving a little bit of money at the start can cost you in the end. chalk it up to a lesson learned

[crb79]

Think about it like this:  You buy a Chevy S10 from a budget dealership, now you have problems but you have already exceeded the budget dealerships warranty.  Why on earth would you think another Chevy Dealership should pick up the slack?

The Verizon Authorized Dealer is the store that made the money on your purchase, so why would a reasonable person expect VZW to offer you a brand new phone at their expense???  In all honesty VZW could tell you to deal with Motorola directly in regards to the 1yr manufacturer warranty.  

[keiffers]

no I'm perfectly fine with a refurb.....the local Verizon store told me last month that THEY will replace the phone if it was bought from an authorized reseller but it would be a refurbished phone...that's not the problem that I have.

The problem is that Verizon technical support refuses to replace the phone UNLESS I troubleshoot over the phone with them first, regardless of the fact that i told them multiple times that I have troubleshot in the store, via the suggestions made on this forum as well as other Droid X forums on the internet. I know all about following process, but if a customer tells you multiple times they don't want to troubleshoot anymore, then don't keep telling them the same thing. Think outside of the box and do what is right....not what the script in front of you tells you to do

[crb79]

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keiffers wrote:

no I'm perfectly fine with a refurb.....the local Verizon store told me last month that THEY will replace the phone if it was bought from an authorized reseller but it would be a refurbished phone...that's not the problem that I have.

The problem is that Verizon technical support refuses to replace the phone UNLESS I troubleshoot over the phone with them first, regardless of the fact that i told them multiple times that I have troubleshot in the store, via the suggestions made on this forum as well as other Droid X forums on the internet. I know all about following process, but if a customer tells you multiple times they don't want to troubleshoot anymore, then don't keep telling them the same thing. Think outside of the box and do what is right....not what the script in front of you tells you to do

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I see what you mean now.  It's just part of the process they have to do, it's just a couple minutes to do those things, and honestly who's to know if you don't just follow along with what they are saying and actually do nothing.  I know it's annoying and I've had this with issue with previous devices, but honestly it's not worth the time spent worrying about it.

[dirkbonn]

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keiffers wrote:

no I'm perfectly fine with a refurb.....the local Verizon store told me last month that THEY will replace the phone if it was bought from an authorized reseller but it would be a refurbished phone...that's not the problem that I have.

The problem is that Verizon technical support refuses to replace the phone UNLESS I troubleshoot over the phone with them first, regardless of the fact that i told them multiple times that I have troubleshot in the store, via the suggestions made on this forum as well as other Droid X forums on the internet. I know all about following process, but if a customer tells you multiple times they don't want to troubleshoot anymore, then don't keep telling them the same thing. Think outside of the box and do what is right....not what the script in front of you tells you to do

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I see you got your Droid X for $9.99 from Dell Mobility which also goes through an authorized reseller..

Again with the S10 analogy.....

You buy a Chevey S10 from a budget dealer.  After their warrantee expires, the engine goes bad.  So you take the S10 to authorized GM dealership.  They agree to give you a rebuilt engine but the want to troubleshoot your engine themselves first and not just accept your word that you already pulled the intake and valve covers and determined that the engine was bad........ Does sound somewhat reasonable to me.

Rather than all the headache you're putting yourself through, just do the troubleshoot with Verizon, get your refurbished X and move on.

Good luck with whatever you do,

[Wildman]

I hope you realize that you are making thing more difficult than it needs to be, if I know that I am in a situation that Verizon was not obligated to assistance me with I wouldn't be making a major thing about the situation.  Your issue now is having the luck of getting a tech still willing to replace the device after all the complaining is done.  You may have lucked out on having someone replace the device last month, but since you didn't choose to do it..... All I can say GOOD LUCK..

By the way insurance is a good ideal, if you didnt get this makes it eveb more your reason that you are having issues...

[gerio]

...Which is what I would have done at the outset of any major issue like this.

Motorola Customer Service has always been great to deal with, not the fastest turn-around, but reasonable and friendly. Oh, and knowledgable, too.

Geri O

[Droiddudeaz]

I usually deal with tech support if I have a smartphone issue and they have been great with me. I don't have to go through the **bleep** I would at a store. The only thing that sucks is whether you're in the 30 day exchange period or not, they give you a 'like new, refurbished' phone. I had some serious issues with a Droid 2 and spoke to a supervisor and they got me a Droid X which is working really well. It was refurbished but looked new and has worked flawlessly since I received it. 

I find store employee's are usually weak with product knowledge (I had a flagship store employee tell me that the app, Lookout Mobile Security, was fully of bugs and I should uninstall it and do a hard reset on my phone and that the store had just received a memo saying the app was bad) and he was full of it. Lookout Mobile Security was named app of the year recently buy an Android website......I find dealing with tech support on the phone much more satisfying than going into a store. Good luck.

[Butthead]

Your thread title is misleading. Verizon will replace your Droid X, but only if you decide to troubleshoot.

[FatCat]

I am on my 3rd replacement Droid X. If you take the refurb and have new issues, the sooner you call the better. The 2nd refurb they sent me had a dead pixel out of the box. Called up and they didn't ask anything else, didn't transfer me, just agreed to send another refurb that day.

Now, this 3rd refurb is having Push email issues.  Other Droid users in the office had similar issues temporarily, but appear to be fine now.

Motorolla's forum shows that these issues we are all seeing are common.  Check there for more tips.

Keep getting refurbs as often as needed and it will increase their warranty.  The more it costs to keep us in refurbs, the greater the chance they will either fix the problems or upgrade us earlier.

[keiffers · Accepted solution]

I think I just got the hard {word filter avoidance} at Verizon yesterday - a replacement was setup today without any type of troubleshooting, which is what I wanted all along. I guess they flagged my account with the notes highlighted in RED "DON'T MAKE THIS DUDE TROUBLESHOOT!"

She even fixed a problem from last month when I was supposed to get a $35 credit for activation that the previous rep never gave me that said I would be receiving.

Lets just hope this is the last of the problems I'll encounter for awhile.

[LoydroidX]

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keiffers wrote:

I think I just got the hard {word filter avoidance} at Verizon yesterday - a replacement was setup today without any type of troubleshooting, which is what I wanted all along. I guess they flagged my account with the notes highlighted in RED "DON'T MAKE THIS DUDE TROUBLESHOOT!"

She even fixed a problem from last month when I was supposed to get a $35 credit for activation that the previous rep never gave me that said I would be receiving.

Lets just hope this is the last of the problems I'll encounter for awhile.

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Glad it finally worked out for you.  However, I wouldn't like my account flagged - as you think yours might be; you might now be labeled as a "troublemaker".   I had some trouble with my Droid X at first, and had it troubleshooted (troubleshot?) many times - even had one replacement due to frequent reboots.  I recently had some battery issues and went to different VW stores several times to no avail. They suggested I might need a new phone, but I didn't want that.  I get my work email on the phone, and with every change of the handset, I have to put in another Service Request at work, and it's almost an "act of Congress".  I kept trying to fix the battery issue, and it has resolved.   

[B33]

Loyd when u said about flagging Acc's. Verizon can an will Do it. An it Doesn't matter how Consistant you are on your monthly Bill payments. if U have Enough Returns on a phone Down thru the Years say for Instance you had a V3m you Loved the Phone But it kept having issues an so you returned it. An the next one U got it to had a issue an when all said an done u went thru 4 phones

an the issues with them was not ur fault but because u returned it to the store it's considard a Neg. Return. O they'll say it's ok you returned them. but in that little area in your Acc. is the returns u brought back.  An if U was with a company that Ver. Bought every thing on your Acc.that was with that Company is Now with Verizon I Mean Everything.:  As i had one Rep. tell me He said ah

we have a few Spiders in the Closet an I said What do u mean he said we meaning me you had a quite many returnes on this paticular phone an i said wich one are you refering to. An he said that V9m an I said u mean to tell me A phone that I haven't had for 5 Years.:  an that So many people complained about even the reps that had it an said it was a peice of Junk. Its still in Our Acc. an showing up after 5 years Have Past.  He said yup an said  I'll show Ya an since there wasn't very many paople in the

store he showed me what was transfered from the Cell phone company we was with when Ver. Purchased it. An it shows Every thing Loyd. At the time that happen i had a BB that Had a Problem an with the Mgrs Ok i got a new one an i asked the mgr i said why would that stay on our acc. if its been that long ago an she said thats how the company u was with done there Acc.s. It didn't matter if u was with them a Year or 10 years its all on there an Now We Have it.   An We can use it to Our Discretion on how we Look at your Acc. with Us. That's what She said.  I said in a Freindly Gesture thanks for Enfo. An Went on my Merry Way.!

Man Has Got To Know His Limitations: 

[newfs]

I too have had the same issues and more. I signed my son up on my account and we both got the Droid X. While at the store the salesperson was putting the screen saver on when they noticed a bad spot on the screen-they got another brand new one and switched phones #1. A few days later my daughter and her husband also got on my account and they too both got the Droid X. Before they even got home they found that my son-in-laws phone did not ring, they took it back the same night and were issued a new phone #2. A few days after that my daughters would not get the 3 G network so back to the store they went and got a new replacement #3.  Within a few days of that my sons new phone (replacement #1) the speaker stopped working so he took it back and got another new phone #4. Within a week of that my phone started making calls by itself, playing music while sitting on my desk, the screen was freezing, and the phone would power off by itself. Another trip to the store and my phone was replaced #5. I might add that another person was at the store at the same time having the same problems while both salespeople were saying "I have never had anyone have any problems with the Droid X". Then 3 days after the "30 days" passed my sons new phone, after replacement #1 and #4, the phone would not charge. Switched his battery with mine and my phone could charge his but his phone would not charge mine. Back to the store again and this time they sent out a "refurbished" phone#6 as it was past the 30 days. The "new" phone would not link up and had to have tech support to link the phone and regain the contacts. So here is a "new" phone supposedly one of the best on the market and within a little over 30 days the original 4 phones have been replaced 6 times. If the phone has to be replaced within the first 30 days shouldn't the 30 days start over at the time of possession, not from the day you signed the contract? I think Verizon should be addressing these issues instead of dodging the issue with "you signed a contract that we would give you a refurbished phone after 30 days". Yes a refurbished phone after 30 days with the "current" phone.

[Wildman]

Has anyone noticed the pattern here, CS and tech support chooses to replace a device for issues that could be resolved if they understood more about the devices and in most situation so many users see the device being a issue device when it isn't, I have had a few issues because I was still working on figuring out how android was designed and any time I asked a question at the store they wanted to send me a replacement device but I refused and chose to figured out that a few items I noticed to be a issue was part of the phones design.

Now since I understand the device and OS more I can work past a large number of issues that came from software, configuration or simply user error.  My point is I haven't experienced all the issues that has been reported about the Droid X and tech support isn't helping but to give Droid X a bad rep because when they simply change out a device because of a simple issue that may not be hardware related to avoid attitudes from customer...  Now I am not saying that there isn't a few obvious hardware issues but not everything merits a hard reset and a device replacement but CS are not prepared to commit to a hour long troubleshoot session and this is understandable but instead of being so quick to want a replacement try to identify that it is in fact the device causing the issue.

This is just a opinion of what I have viewed from a number of post.

[gerio]

Yes, I have noticed this as well. Very much so.

Geri O