That what i would of Suggested telling him: One more thing you can do to double Re-fresh you Razr Maxx when your doing the Soft Reset as Tiki suggested let off the buttons for a few sec 3 at the most then re hold them down for the 20 to 30 sec. duration you'll see a Line go across the screen that's Ok to see this the phone is simply resetting again once you see that let off the buttons the phone will start up on it's own... i'v done this many times to Both of my Maxx's with good results.. b33 
