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Razr Maxx, Day Five, Stuck Pixel

Yep, day five of using the phone and a big fat ol' stuck pixel at the top/left side of the screen. Visible as blue/white on darker colors, aka, visible during nearly all movies and games.

I really don't want to go through the exchange process, but my 14 days are good until Monday, June 4th. I sent an e-mail to Verizon and was told I would have to pay the $35 restocking fee, yet from what I've read that doesn't seem to be the case if I make a phone call.

So, are these stuck pixels a common or rare occurrence? I can live with it, but don't want to given the money I'm spending. What would be worse is getting a replacement with the same or exacerbated problem.

Does Motorola or Verizon have a statement on the acceptable function or dead/stuck pixel ratio of their products? I was not able to find any of this information.

Comments

B33

Give this Link a Look at It goes to the Google Play Store an they have a Few Apps that Should Help with your Stuck Pixel..

https://play.google.com/store/search?q=Stuck+Pixel

demobetav2

I just got off the phone with Verizon Customer Support and jeesh...I understand people are just doing their job and trying to pay the rent so I don't give them a hard time, but how absurd. It was suggested that I call the insurance company to get a replacement if I don't want to pay the $35 for a new exchange; in other words, "maybe you should pay the $99 deductible and get a refurbished phone instead, after all, you just paid $200+ for a new phone less than two weeks ago."

I suppose I'll wait until this weekend to decide what I'm going to do then call Verizon and escalate the call. If not that I'll just keep this phone (everything else works well and the "black smudges" on the AMOLED seem to be pretty minimal) and send it in for warranty at the 11 month mark to have a new screen put in and address any other issues over that time.

And yes I've tried "pixel fixers" with no results.

So much for monopoly capitalism in the mobile communication market. I always get the shaft when I spend money.

demobetav2

Is it possible to get a Verizon employee to comment on this issue or have it forwarded to someone who can?

Those at Verizon "tech support" that I have recently talked to do not even seem to be aware of what a pixel or transistor are...If they can't comprehend my issue/new hardware defect, then how can they give me an accurate answer or solution?

B33

You could Try taking it to the Store and see if they could get you another one it won't be a New one but it's worth a Try or Contact Motorola an See if you could send it in for Re-Pair..

Verizon_Support

Demobetav2, thank you for your post. I understand why you would not want to keep a phone that has a dead pixel in the screen. There are applications that help with dead pixels, but not all are effective. This is not a known issue with this device, and since your phone is still within the worry free guarantee, I would suggest exchanging the device for a new one. Many times one dead pixel may turn into several and it is best to exchange the phone now.

MarquiaF_VZW

Follow us on Twitter @VZWSupport

demobetav2

So I was able to finally exchange the phone. I received a new Razr Maxx from a Verizon store with no exchange fee and everything on the new device seems to be working as it should.

However, I want to note that it took multiple interactions with different Verizon CSRs and receiving different answers from them at different times in order to make this exchange. I made one last contact before my 14 days were over describing what has been happening and apparently a higher level rep responded and was able to help me. But even then, when I went to the Verizon store to make an exchange as I was told I could do, I was hassled by the sales person in the store..."if you ordered it online I can't help you," "stuck pixel, I've never heard that one before," "I don't even think I have any of those in stock." It wasn't until he took my mobile number and began reading his computer that he went to the back and got a new phone. I assume he was reading the response I received from customer support and/or a notice to replace the phone.

So all in all I have what I wanted, a new defect free phone, though I did lose the cost of a screen protector. But I don't think someone should have to go through what I did in order to make a situation right. Especially after spending $200 with Verizon on the device and a monthly bill of over $140.

B33

Well that's a good Deal Glad you got you re-placement Phone..:smileyhappy:

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