returning "defective" device..need VZW rep help asap...thanks!

[the_dj]

randomly a small section on the right side of my touch screen stopped working, it's about the width of the status bar so i cant pull the bar down in landscape

attempted hard reset same deal, called VZW they sent out a Certified Like New Replacement no problem because I had extended warranty.

i told the rep on the phone that my phone has a bunch of scratches and a ding or two on the phone as I wanted to be as upfront as possible and make sure I wouldn't get charged once returned.  She said it's no problem that all phones get that.

Now, I received my Certified Like New phone and there are multiple warnings in the box saying I will be charged if any damage thats not mechanical or electrical.  Well my problem with the small section of screen not responding is definitively mechanical or electrical as I did not drop it and it has no water damage.  The phone works flawlessly besides that one issues.  My question is will they try to charge me because of the scratches and dings?  the actual screen is fine, the casing is what has the wear and tear.

Also, if I return and they decide that they will charge me can I put it through insurance at that point?  I would have just paid the 100 deductable if I knew scratches would be a problem. 

If any VZW rep can respond fast id really appreciate it, as I'd rather send the certified like new replacement back and go through insurance if they are going to charge me 300 for scratches

im willing to upload pictures of the phone if a rep could answer better...thanks!

[Ann154]

Call customer service. This is a peer to peer community forum where customer help other customer. Even a VZW employee from the social media team does respond to your question, it is usually a few days after to original post.

[the_dj]

thanks, i saw them responding so thought they were active...well if anyone in the community knows, please let me know!

[commonsense101]

Once you send it off there is nothing else you can do.

I mean normal ware and tear is expected, dings and knicks.. does the screen have a crack? is the display bleeding or running? any water damage stickers on the back pink?

[the_dj]

nope, no screen cracks, bleeding or water damage....the housing of the phone is just really scuffed up...battery cover is even fine, just the plastic housing