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Verizon's "Multi-FRU" Policy
Contributor - Level 3

Hi!  I've notice that a lot of members have asked about opting out of a current problematic device if it's been replaced multiple times already.   Verizon has a policy called a "Multi-FRU" (Field Replacement Unit).    It is not widely published but the policy seems to be three (3) replacements of your current device if it's been repeatedly malfunctioning before they attempt a switch to a similar but different phone of like price/features.  


There seems to be some variances as to the time frames between replacements but my only goal here is to notify members that the policy in general is available and it is something you should definitely inquire about.   There have also been case-by-case instances of members being able to get out of devices to a different device even earlier depending on individual circumstances.   I was able to opt out of a particular phone after just two replacements.   They explained to me that it is in THEIR interest to have you in a phone . . . period rather than see you leave and if allowing you to migrate to a slightly different phone is what it will take then they have the discretion to be flexible in the rules.


These are usually handled on a case-by-case basis.    Naturally, a point of contention may arise as to what a "similar" phone might be and this is where discretion on their part kicks in as well.    You certainly, couldn't go from a base no frills phone to demanding a full fledged Blackberry or Smartphone but they have been fairly reasonable in general when allowing a switch to a different device.    I hope this helps some of you  :smileyhappy:




Message Edited by DarkCobra on 05-21-2009 04:41 PM
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