Will Verizon Replace My Phone?

[johnclark12]

So this is what is going on...

Upgraded to an S4 back in December of 2013 from Best Buy..

Today, it died on me, literally. The battery died, and before it died, it wouldn't charge. It started randomly vibrating every 5 seconds but at this point it wont do anything at all.

I chatted with a Verizon Rep and she said if I took it to a local Verizon store, they would replace it for a $35 restocking fee.

However, I did not have insurance for the phone, but apparently since it is a device malfunction they will still replace it anyway.

I just want to be sure that they are going to replace it, because I do not want to drive an hour there and an hour back for nothing. Anybody can confirm what I am saying or have any experiences?

[#2]

Very doubtful they will replace a phone purchased in December 2013 and a restocking fee of $35

That is only for a device purchased within a 14 day time frame.

They are lying. You will have to purchase at full price. Or buy a second hand device and activate it on that line.

Good Luck

[johnclark12]

but what about this?

http://www.verizonwireless.com/support/information/device_replacement_program.html

Manufacturing Defect

A manufacturing defect is something that’s wrong with the device itself (e.g., internal, electrical or functional problems). It doesn’t include physical damage caused by outside forces.

Your options for replacing a device with a manufacturing defect are based on how long it’s been since you purchased the device.  Visit My Verizon to verify how long you have had your device or to view when you are eligible to upgrade.

• ▪Less than 1 year since purchase
  
  The device will be replaced at no cost. If it’s been more than 15 days since purchase, it’ll be replaced with a Certified Like-New Replacement (a like unit or one of comparable quality).

[#4]

For a manufacturing defect yes they will replace it under warranty.

What threw me off was the $35 restocking fee. There is no restocking fee on a warranty return.

You get sent another like phone via FedEx and you get a label to return the old one.

Hopefully they will say they received it back if not if you search the forum will ding you for $300-$400 for a nn return.

Since Verizon uses the US Postal Service for the return. Take a copy of the label with the tracking number.

Personally bring to post office, have them scan the label into their system. Don't let the clerk tell you they don't do that, insist on the return scan. This way if Verizon says they never received it back you can show the judge that it was in deed returned and that after that scan return it is a Verizon wireless and USPS problem and not yours.

Be proactive and not reactive.

Please note if Verizon gets it back they may say it is physical or water damage and ding you anyway.

If you can take photos of your device from every angle, and especially the charging port. And photograph the emeid/ESN number from the device you are returning just in case you have to go to small claims court.

Good Luck

[sjbrowser]

14 days!?!??!!?!  What about my story?  :

I was eligible for a device upgrade and took advantage by getting a NEW Droid Mini.  I had the phone for a week and i noticed that the battery would not hold a charge.  I opened a case with Verizon after one week and discussed the issue with them.  They had me do some tweaks and i told them i would try it out.  2 weeks later, i am still having the same problem..........which means the phone is DEFECTIVE.  I contacted them again immediately and they said they would send a replacement.  They sent a replacement phone and it is a REMANUFACTURED phone.  What kind of warranty is that?  3 weeks with a brand new phone i paid $500 for, and they send me a reman??!?!?!?  If you buy a printer, or a monitor or even a pc and after 1 week you determine it is DEFECTIVE, the company won't just fix it, they will send you a NEW one.  Right?  They told me that's how they roll......reman.  This is not the first episode with Verizon either.  Verizon has the absolute WORST customer service and customer relations in the business today.  Unfortunately I don't have any other carriers in my area, but as soon as i do, i will quit Verizon.  MB2508........don't worry, you're not alone.  Verizon doesn't care about any of their customers.  It's all about $ to them.  If they've got you backed into a corner, they aren't going to budge. They'll just keep squeezing.  Period.

[rcschnoor]

sjbrowser wrote:

I contacted them again immediately and they said they would send a replacement.  They sent a replacement phone and it is a REMANUFACTURED phone.  What kind of warranty is that?  3 weeks with a brand new phone i paid $500 for, and they send me a reman??!?!?!?

(Removed) This is NOT a Verizon problem. The MANUFACTURER sets the warranty, NOT Verizon. Verizon simply facilitates the terms the manufacturer has set for the warranty. Verizon simply makes it easier for you to take advantage of the warranty. They COULD simply keep out of it and have you return the phone to the manufacturer, wait a couple of weeks and THEN you would have a "reman" in your hands from the MANUFACTURER.(Removed)

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[sjbrowser]

(removed)  You can't be serious.  Your response is the most ridiculous thing i have ever heard.  Try taking your new car back to Detroit when there is a warranty claim.  Just like Joe Blow's Chevrolet dealership acts as an agent for Chevrolet, so Verizon acts as the agent for Motorola.  (removed)

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[#8]

(removed)

You buy a car made in Detroit or another city they are shipped to their dealers country wide.

You bring your car into the place you purchased it and receive warranty service.

You buy a phone at any retailer and by your way of thinking Best Buy and Walmart are responsible for warranty service. They are not. Verizon as a retailer sells and as a courtesy to its customers will handle the warranty return for you. However if you read the manufacturers warranty it states you the customer have to contact them (LG, Motorola, Samsung) to iniate a warranty claim.

So you should be thankful Verizon handles it for you. It saves you from not having a device while its being repaired. Which can run 7-10 days or more.

RC and myself do not work for Verizon so we give you factual advice. What you do with it is your decision.

You have no issue with the carrier.

Good Luck

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[sjbrowser]

Verizon is a phone "Retailer"?  That's ridiculous.  YOU go buy a phone at Best Buy and then try to make a phone call with it without a carrier.  (removed) You'll see the difference.  I'll use the 10s of thousands of dollars i have spent with Verizon over the years to do an upgrade for a fraction of the cost of Best Buy.  Oh, poor Verizon, not making any $ on these new phones because they sell them at a fraction of the cost, and since they do, what they offer to me is a "courtesy"?.......lol.  (removed)

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[rcschnoor]

Yes, and EVERY phone Best Buy sells with a Verizon contract, Best Buy receives a monetary amount from Verizon in order to cover a major portion of the phone's cost to Best Buy. So even when OTHER retailers sell a phone for the Verizon network on contract, Verizon PAYS OUT a subsidy for that phone. Occasionally, Best Buy will increase the discount which is provided by Verizon, but not always. Sometimes the price is lower at Verizon, sometimes it is lower at Best Buy, simply because they are ALSO competing retailers.

[#11]

Yes Verizon is a retailer just like Walmart or Best Buy.

They also sell a service to the cellular or data network as long as you have a working device.

Verizon does not repair devices, they as a courtesy will affect a warranty exchange even though they do not have to.

Motorola Support - Find Answers | Motorola Mobility, Inc.

Motorola Product Warranty - Motorola Solutions USA

And you can buy direct from them (removed)

Good Luck

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[RyanOw]

Let me guess, you two don't work for Verizon. You're not employees, just sub-contractors. Just like VZ does their door to door soliciting for internet services.(removed)

Anyway - I have gone through the process of contacting Motorola after months of issues with my phone. This was after multiple visits to the verizon store to fix the issue with my Droid Maxx. Two factory resets and now a Like New replacement.  I'm not happy about the LIKE NEW replacemnt, but it should work, right? NOPE - replacement had the same issue. So I called Motorola and Verizon tech support:

Responses from Manufacturer and Retailer:

-Motorola told me it was not their problem, its a verizon network issue.

-Verizon says its not their problem, you have to wait for the Motorola software update.

The software update went out last week. This was for the "Unfortunately messaging has stopped. OK" error message would randomly pop up shortly after getting my new phone. Update fixed that issue, but caused another one. Currently going through a 3rd factory reset, Verizon cloud is going to take a week to restore my phone.  Paused the full restore and tried downloading 12 photos from the cloud, took over an hour! My guess is bandwith limit is being imposed.

At the end of the day, VZ & Motorola together are selling a phone with a known problem and just doesn't care about wasting their customers time. It's cheaper to let customers troubleshoot manufacturer and carrier issues than do have their employees do it.

Verizon or Motorola don't need to do more than the warranty, but maybe just provide a phone that works.

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[sjbrowser]

Ryan,

check out this thread:   Poor customer service. How do i solve this problem?

[sjbrowser]

And this one.........    :   Treatment of Loyal Customers

[#15]

(removed) I don't work for Verizon and never had. So nice try. (removed)

Having said that, the carrier makes no devices, the carrier repairs no devices, the carrier does not add/subtract from the Google/Motorola OS updates. So where is it that it is a Verizon issue? All cell providers are having the update issues so it kind of strikes down your reasoning.

Verizon acts in good faith to send the devices back to be warranted. It does not have to.

Verizon and other carriers push out updates as they become available be they bad or good.

Naturally Motorola or Samsung or HTC or LG want to push you towards the carriers. Its a ploy to get you off their backs so they can just sell devices.

Motorola Product Warranty - Motorola Solutions USA

Motorola Support - Find Answers | Motorola Mobility, Inc.

Read the manufacturers warranty. It is not a warranty from Verizon.

Verizon acts as a retailer as does Walmart or Target etc. Go and try to get a warranty service from either of them after 15 days. Guess what you cannot. Terrible service on Best Buys or Walmarts part huh? They should stand behind the products they sell and warrant the phones. Hint hint they won't so why should Verizon wireless do any different as a retailer?

Verizon sells you a service to cellular and data services, providing the device you own can access it.

If the device is kaput blame the maker of the device. Not Verizon!

(removed)

Good Luck

[johnclark12]

Just to update everyone on the story..

I called Verizon today and since I am indeed within 1 year of purchase, they are sending a "certified like-new replacement" to me today. Should come in 2 days. I then have to send them my phone and they will check it for any physical or water damage. If they find anything they will charge me $300, and if I don't send the phone back within a month they will charge me $600 full price. I have 4 months left for my warranty.

I am going to take pictures of it tonight and get tracking when I send it back. I hope they don't try scamming me because I know there is nothing wrong with it other than the manufacture warranty.

[#17]

Just remember what I told you. Take pictures of the phone from every angle. Take photos of the emeid/ESN number and take photos of the device in the box, take a photo of the label, and if you can do it take a photo of the postal clerk you hand it to scanning your package.

Pay careful attention to the charging port and take a good picture of that. Take a picture of the screen. As I said all angles.

Keep a copy of the label with tracking number.

Verizon lied to you, the return is not 30 days. I believe its 7 days on receipt of the replacement device.

Also keep your Sim card to pop into the replacement device. And do a full wipe of your old device if you can.

Good Luck

[johnclark12]

Thanks for the advice. They said they send me just the phone and thats it so I should keep everything else.

Should I send them the battery as well or keep that?

Also, what happens if I send it to them and they "claim" that its not broke and it actually works fine?

One last Q, any recommendations on how I should back-up all of my data?

[flutterfly8497]

You need to keep the battery and the back phone cover. I don't know why they don't tell people that, because once you send it in there is no way of getting it back. Then you get to deal with trying to get the rest of the phone, which is a hassle no one (including the customer service reps) wants to deal with.

[#20]

What Verizon has done in the past is send just the phone without back cover or battery.

Do not send anything back until your replacement is up and running. This way if Verizon does not send the back or battery you will have them already.

Androids can be backed up to Google sync. Contacts, music, etc. However if the device has an SD card it can be backed up there.

I normally hook my phone to my computer via USB and I select all my files and folders and I copy them to a folder on my desktop. Then if I need to wipe my device I know its all on my computer.

Putting it back on is just in reverse as when you placed it on your computer.

Its easy to do.

And it makes no difference if it works or not. They are going to send it to someone else as a warranty replacement.

Good Luck

[johnclark12]

Okay thank you for the answers, hoping this all goes smoothly without me having to drop Verizon due to not being able to afford a $600 phone.