Droid Razr Maxx HD Screen Crack

[tyleristics]

I do not want to be accused of being a liar. I just want to document my concerns.

History: Verizon Original Moto Droid, Moto Raxr (Awful Battery), Moto Raxr Max HD

What happened:

Checked my email ect… 10pm. Plugged in phone like usual.  Woke up the next morning phone was not moved. Unplugged it and hit the power and my heart dropped. I was totally shocked to see a diagonal crack all the way across the screen. It was cracked from almost one corner to the other.

I did not drop it. I did not flex it. I did not hit it. I did not touch it. I did nothing the day/week before. Actually I cannot ever remember dropping this phone that I have had for 3 months. I am not lying.

I went to Costco where I bought the phone. They told me to call Verizon warrantee. I called Verizon. Verizon said that I should call Motorola. Motorola said that if it is internal as it appears… They will cover it. If it is not internal, I pay for repairs. Up to 100.00, but I will have to send the phone in and be without my phone for up to 10 days. I have my original droid that I could use (ugh).

Motorola suggested I call Verizon to see if they have a loaner program. I called Verizon back and they said that if Motorola would cover the damage then they could cover the damage. They would be able to send me a phone and I could send my phone back to them. I liked that option. But what if it was not internal damage? I pay 300.00.

Well, I have taken the phone to the Congaree Road store here in Greenville SC.  A sales rep named Mike looked at my phone, and confirmed to the Verizon warrantee person that I was on the phone with, that it was internal damage. Two other Verizon employees looked at the screen and confirmed internal damage to me.

I am not an expert in phone issues. I cannot tell internal from external damage. I was told rub your fingers on the screen. If you do not feel damage there is no external damage. Well the screen has no perceivable crack in running your fingers across it.

Here is the issue. I put my phone into the return packaging on good faith that it is internal damage as confirmed by Verizon employees. What happens if they disagree at the warrantee center? I will tell you, I have to pay 300.00 for the phone. I only spent 150.00 on it when I bought it.

I am scared. Suggestions?

[rcschnoor]

Suggestions??? Send it in to Motorola as that way you would be out a maximum of only $100.

[#3]

If Verizon deems it a warranty issue, they will replace the phone for free.  If they deem it damage not covered by the warranty, they will bill you for the replacement phone.  If you have already mailed the phone back to Verizon, there is nothing more you can do at this point except hope Verizon agrees it is a manufacturers defect covered by your warranty.

[japetty]

If Verizon deems it a warranty issue, they will replace the phone for free.  What is the big fat chance of VZW doing that Jim?  I imagine they will go for the billing him for a new phone as VZW will make money off of that.

rcschnoor Suggestions??? Send it in to Motorola as that way you would be out a maximum of only $100.

This would be the least amount of pain for everyone concerned.  With any hope VZW will call OP before they just send him a new phone and bill him.  He can just have them ship it back to him so he can send it to Motorola.

Good luck to the OP with this issue.  Just not a good situation to be in right now.

[#5]

Verizon is not in the business of screwing customers over warranty claims.

That is not how it works.  They will immediately ship him a replacement phone.  Only after they receive his phone will they determine it's status.  The NEVER return phones sent in on a warranty claim and they don't call you back.  Once you drop the phone in the mail, the die is cast.

[B33]

+1

[#7]

If he wanted to send it in for evaluation and possible repair, he would have had to send it to Motorola and would have been without a phone for a week or two.

[B33]

Now you see why i like having Two Maxx's Jim if one poop's out on me i have another one in my bag to Play with b

[#9]

Has that ever happened?  I guess I would go back to my Original Droid until I could get a replacement.  Since I would not be using the Verizon subsidized upgrade, I would order whichever phone I decided on immediately.  I agree, it's definitely smart to keep a spare handy.

[B33]

Yup & i got my Droid X in the Box and the batteries an the rest of the goodies to go with it heck if wasn't for the 4G i would of kept her going i pulled her out of the box the other Day and she still looks as good as the day i bought her..

Here is a couple Pics i Just Took