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Broken outer housing

P

Pamywyner

Lurker
I dropped my phone today. It's only 3 weeks old and I don't have insurance on it. I had a case on it but, the case didn't fully cover the corner. It bent the metal (hard plastic?) frame that goes around the front of the phone. While at Verizon having it looked at, the tech cracked it. He said there is nothing I can do except to call HTC. Any other ideas for me??
 
It might be hard to prove they damaged your phone though since you didn't complain right when he did it. But if you complain enough to Verizon about their poor support and maybe throw in you're thinking about switching carriers, they might give you a break and replace it.
 
I went back to the store today and politely complained that it wasn't broken when I went in there yesterday, just slightly lifted and when the employee was changing different cases for me to try, he accidently cracked it. The manager was very nice about it and gave me a brand new phone but, she did warn me that when it gets sent back for repair along with an explanation, there is a slight chance that they will not accept that and might bill me full price for the phone. I read the paragraph she wrote to them about it being an employees fault and a "manager's exception" so, hopefully it will go well and I won't be billed.

Thanks for your advice! Great forum!
 
Pamywyner said:
I went back to the store today and politely complained that it wasn't broken when I went in there yesterday, just slightly lifted and when the employee was changing different cases for me to try, he accidently cracked it. The manager was very nice about it and gave me a brand new phone but, she did warn me that when it gets sent back for repair along with an explanation, there is a slight chance that they will not accept that and might bill me full price for the phone. I read the paragraph she wrote to them about it being an employees fault and a "manager's exception" so, hopefully it will go well and I won't be billed.

Thanks for your advice! Great forum!
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I'd call BS on what the manager said. They have said that to me for a phone that died 2 days after purchase. The tech cracked it.....even if you did drop it they caused more damage. Phones that are broken or get swapped for repair get refurbed and go back into the lot of replacements.

If for some reason you do get billed for it call the Verizon customer service and speak with a Cancellations rep. File the complaint and they should be able to help you out. I don't but there always seems to be a disconnect with what the stores are doing and what the telephone customer support says.
 
fascinated said:
If for some reason you do get billed for it call the Verizon customer service and speak with a Cancellations rep. File the complaint and they should be able to help you out. I don't but there always seems to be a disconnect with what the stores are doing and what the telephone customer support says.
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Thank you. I will do that. I wonder when I would possibly hear anything? They said I could possibly receive an email or see it on my bill. Hope not! Crossing my fingers!
 
Yea, there is almost a 100% chance you won't hear anything or be billed. I assume that phone will get sent to a Verizon facility and they will simply receive it, sort it with the rest of the broken phones and sell it as a DIR phone, which is essentially scrap. Your companies like Asurion and New Breed buy them to salvage the parts they can off of the phone. Don't stress it. The only people that care about the price of the phone are your stores. The rest have too much on their plate to worry about a damaged bezel.
 
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