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Droid Razr Maxx HD Screen Crack

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?

Comments

rcschnoor

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

unknown

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.

unknown

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

unknown

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

unknown

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.

TMregan

Sorry, but I feel like I just go screwed. A two inch long crack appeared on my phone while it was in pocket. Do hits drops or any impact. When to the local store and was told that they "had never heard of any problems with these phones" . After reading all of the posts, I'm surprised that their noses did not start growing while they were talking.

As a materials engineer, I know how ceramics and other technical materials fail. The amount of stored energy in a material relates to how it breaks and the nature of the cracking in the material. Long cracks with very little spidering is a clear indication of a weak material. This is materials 101. The gorilla glass on my phone had the strength of used toilet paper based on the crack propagation patterns. A strong material will store and release energy, when the stored energy is release you convert the energy into damage to the material. Ever wonder why Corel shatters in a million small fragments? This is what you are observing.

I am deeply disturbed at the response Igot from Verizon, I can't wait until I get to deal with Motorola and they tell me that I must have dones something to cause the break. Sad, I'll never but a Motorola product again.

kimposey

I am also having the same issue. Have had Droids for 7 years and loved them until this one. It is the worst of them all. My screen is cracked from the inside too. My home button doesn't work. The msgs Google and photos kept shutting down. Had to do a hard reset and enter everything back in. I am sending my phone in as well.

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