The soft keys on my son's Rezound stopped working about a month after we bought the phone, but before we had a chance to call Verizon for support, he dropped it and the screen (or digitizer?) cracked. The phone works exactly the same as before the drop--i.e., fine except for lack of responsive soft keys.
Finally called Verizon support this weekend and after doing some troubleshooting we were sent a replacement phone. (During the troubleshooting call I was asked about water damage, but nothing else.) But given the warnings on the documentation that came with the replacement unit that we might be charged more than $500 if we don't return the old phone or if it is damaged, I'm hesitant to send back anything other than the replacement phone we were sent.
One thing I've considered is replacing the cracked screen and then sending the phone back. But I sure don't want to spend $100-$150 to have the screen replaced and *still* risk having Verizon charge us full price for the replacement (refurbished) phone.
Does anyone know if sending back a phone with a screen that has been replaced will cause Verizon to void the warranty (and charge us for the replacement phone)?
That was a month ago. He's probably figured it out by now, but he was trying to avoid being billed $500 for a damaged phone, since the warranty does not cover damage.
Short answer VOID due to customer abuse, If you haven't done so by now you would be best served calling & let them tell you how to proceed, any repair will also be cause for VOIDING of warranty. For what it's worth, a lot of people know your pain.