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New droid replaced with refurb...
- Thread starter nynvolt
- Start date
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- Tags
- motorola droid x
They messed up. The official policy is that you get a brand new device within the first 30 days. A lot of times tech support won't notice that you're within the 30 days and you'll automatically receive a CLNR device. To be safe, in the future, specify you're within 30 days and you want a new device. It shouldn't be an issue. It also shouldn't be an issue to get your CLNR replaced with a brand new device if you wish since it was a mistake.
bouchigo
Android Expert
I didn't even activate the refurb. phone they sent me. I am still using the old one. I am going in to the store to clear things up today.
I did tell the rep. I was still under the 30 day warranty, this is why I'm upset, plus the fact that they are making a big deal about it when they should just replace my phone for a new one under that 30 day warranty/policy.
Does anyone know if the "FRU" designation would be part of the serial number on the phone itself? I don't remember looking because I was so mad yesterday; I'm at work now and can't check.
I did tell the rep. I was still under the 30 day warranty, this is why I'm upset, plus the fact that they are making a big deal about it when they should just replace my phone for a new one under that 30 day warranty/policy.
Does anyone know if the "FRU" designation would be part of the serial number on the phone itself? I don't remember looking because I was so mad yesterday; I'm at work now and can't check.
If your phone is less than 30 days old, VZW needs to send you a brand new phone. My DX had an issue w/ the speaker and they sent me a refurb. I called them about it and apologized and is sending me a new one. Unfortunately it's on backorder so I have to wait a bit.
If I were you I'd fight it. They're supposed to give you a new one, according to my brother who is a manager for a VZW corporate store.
If I were you I'd fight it. They're supposed to give you a new one, according to my brother who is a manager for a VZW corporate store.
blown-droid
Newbie
My launch day DX turned out bad. Went into the Verizon store and complained. I asked the verizon rep if I was going to get a new phone or a refurb, and before I could finish she cuts me off and says "You'll be getting a brand new phone, its too early for any refurbished phones to be sent out, dont worry", well guess what? I got a freakin "Just Like New" phone, lol. In the white box with nothing but the phone.
Went back to the store with my "Just Like New" phone and asked to talk to a manager. I explained to him that since I paid for a brand new phone on launch day I expected a brand new phone to replace my factory defect phone. I told him if that wasnt possible then I would just cancel my service since it was before my 30day trial period ended.
He got on the phone, ordered me a new phone and I got it in today
COMPLAIN!!! You should be getting a new phone
Went back to the store with my "Just Like New" phone and asked to talk to a manager. I explained to him that since I paid for a brand new phone on launch day I expected a brand new phone to replace my factory defect phone. I told him if that wasnt possible then I would just cancel my service since it was before my 30day trial period ended.
He got on the phone, ordered me a new phone and I got it in today
COMPLAIN!!! You should be getting a new phone
nynvolt
Android Enthusiast
I did. Or as much as I knew to do. Rebooted, ran jscreen fix and un installed launcher pro. The line stayed. I took it in and let them fiddle with it instead of just calling.
This phone is kicking butt, like others have said I may end up getting a new in box phone but it may have issues. I think I will confirm that verizon does sell refurb phones and get a price then respectfully ask for the difference in either a credit or refund. I paid $199 plus tax on the msrp of $550. I should be entitled to at least a store credit. Seems fair to me and I won't feel like I've been taken.
Edited: added "un" installed
M
mike145
Guest
When I called for the third one I told them that the second was a refurb, and the rep on the phone said it should have been new not refurbished and made sure the third would be new.
nynvolt
Android Enthusiast
Just got off the phone with Verizon. First the representatives seem to be left in the dark about new phone stuff. The lady I spoke with didn't know Verizon was selling refurbed droid x's. So when I told her, she checked and saw there was a price difference. She said I could bring it to a store and switch it out for a new one at the stores discretion. I asked if I could simply be refunded the $50 price difference so she asked me to hold and spoke with (I presume her supervisor). She then told me that the phone is new. That it has simply been pulled from regular stock to keep up with the returns, that the refurb box is simply to identify the replacement allotment from the stock on hand allotment. In other words they are set aside for the purpose of replacement, so the battery and battery cover gets pulled and it's put in a non-upc coded box.
I was assured it was new. However I don't know if I buy it or not. There really isn't a real way to check, or at least where I can check to see if the phone was actually a return or refurb. She also claimed there are NO refurbs available yet for the X. Even returns have to go through a "refurb" or phones with opened boxes. So thats why she could assure that my phone was indeed new.
I told her to expect a flood of call's similar to mine, because if they are in fact putting new phones in refurb boxes they should at least come with some form of documentation to clear up obvious confusion.
If you have a defective device, unless you catch a store with stock on hand to pull from, your going to get one in a refurb box.
Now I admit, there is no telling if this was just them BS'ing me to get me off the phone and happily spending money with them but I have had problems before and they went out of their way to help me. So using that example I'm sure they would have happily tossed me the price difference, store credit or just sent out a new phone if in fact the phone was a true refurb.
I am really surprised that CS reps and store employee's have not been briefed on this issue, especially since the web site is showing refurbs for sale already.
IF ANYONE HAS RECEIVED A REPLACEMENT PHONE (Shipped through the mail) IN A NON-REFURB BOX PLEASE POST UP.
I will definitely make a stink if they blatantly lied to me.
I was assured it was new. However I don't know if I buy it or not. There really isn't a real way to check, or at least where I can check to see if the phone was actually a return or refurb. She also claimed there are NO refurbs available yet for the X. Even returns have to go through a "refurb" or phones with opened boxes. So thats why she could assure that my phone was indeed new.
I told her to expect a flood of call's similar to mine, because if they are in fact putting new phones in refurb boxes they should at least come with some form of documentation to clear up obvious confusion.
If you have a defective device, unless you catch a store with stock on hand to pull from, your going to get one in a refurb box.
Now I admit, there is no telling if this was just them BS'ing me to get me off the phone and happily spending money with them but I have had problems before and they went out of their way to help me. So using that example I'm sure they would have happily tossed me the price difference, store credit or just sent out a new phone if in fact the phone was a true refurb.
I am really surprised that CS reps and store employee's have not been briefed on this issue, especially since the web site is showing refurbs for sale already.
IF ANYONE HAS RECEIVED A REPLACEMENT PHONE (Shipped through the mail) IN A NON-REFURB BOX PLEASE POST UP.
I will definitely make a stink if they blatantly lied to me.
bouchigo
Android Expert
@nynvolt
They are lying to you man, they can track where the phone comes from.
Supposedly, like you said, they are set aside for return purposes such as the 30 day guarantee, and come "new" from a Verizon warehouse.
The phone I was sent supposedly came from a Verizon warehouse, but it did not. The Rep. called Motorola, and Motorola informed the Rep. that the phone came straight from Motorola's warehouse, not Verizon's. The phone's ESN was used to track the phone. This means it in fact was a "refurb" not a new phone as they had told me it was.
I just got back from the Verizon store right now. It's all straightened out now. I am getting a brand spankin' new phone, although I did have to pay a $35 restocking fee......I was a bit ticked off by that, but I went ahead and bit the bullet because I just wanted to get it over with. I'd rather have a new phone than a "refurb".
They are lying to you man, they can track where the phone comes from.
Supposedly, like you said, they are set aside for return purposes such as the 30 day guarantee, and come "new" from a Verizon warehouse.
The phone I was sent supposedly came from a Verizon warehouse, but it did not. The Rep. called Motorola, and Motorola informed the Rep. that the phone came straight from Motorola's warehouse, not Verizon's. The phone's ESN was used to track the phone. This means it in fact was a "refurb" not a new phone as they had told me it was.
I just got back from the Verizon store right now. It's all straightened out now. I am getting a brand spankin' new phone, although I did have to pay a $35 restocking fee......I was a bit ticked off by that, but I went ahead and bit the bullet because I just wanted to get it over with. I'd rather have a new phone than a "refurb".
nynvolt
Android Enthusiast
See this is what I mean, why on earth don't the customer service people know whats going on? Reminds me of when I went to a car dealership and the salesman was telling me all these fetures of the car, when I had already researched it and was able to correct everything he was saying. He was clueless and just BS'ing his way through.
The employee's who deal with customers should be informed on whats going on, from order wait times, to what constitutes a refurb, or if they do or do not have NEW replacement phones set aside.
I have doubt but as I said it would be nothing for them to just send me a $50 gift card or make me wait for a new phone to correct the problem IF it was a real problem. I will take them on their word until I can prove they are lying. I would be interested in checking the MEID if there is a way to see if it has been previously activated. That would prove without doubt it was a return or refurb.
Why are they charging you a restocking fee for a replacement for a faulty phone?
bouchigo
Android Expert
They are charging me because they are idiots at that store, and they messed up the whole return process. I probably could have gotten them to waive the restocking fee, but I've been arguing with them for 3 days straight and it's taking up too much of my time. Frankly I just didn't want to deal with it any more, so I just paid the $35 to be done with it.
The managers, specifically, at that store are BIG idiots. They are not informed at all. If the managers don't really know what's going on or how to handle situations like ours, you can't expect the Reps. at the store to fare any better.
Although I have to admit, the Rep. who has been trying to resolve this issue for me (same guy who sold me the phones, and same guy who got it all worked out) has been very helpful and willing to resolve the issue for me. Too bad the managers aren't passing along the correct information to the Reps. on how to properly handle situations such as ours.
By the way, does the "new" phone they sent you have an extra sticker on the battery area? It would say something like "MOTXXXX" and then have a date after that. If it does, then most likely guaranteed it's refurbished.
The managers, specifically, at that store are BIG idiots. They are not informed at all. If the managers don't really know what's going on or how to handle situations like ours, you can't expect the Reps. at the store to fare any better.
Although I have to admit, the Rep. who has been trying to resolve this issue for me (same guy who sold me the phones, and same guy who got it all worked out) has been very helpful and willing to resolve the issue for me. Too bad the managers aren't passing along the correct information to the Reps. on how to properly handle situations such as ours.
By the way, does the "new" phone they sent you have an extra sticker on the battery area? It would say something like "MOTXXXX" and then have a date after that. If it does, then most likely guaranteed it's refurbished.
M
mike145
Guest
My first replacement box said certified like new in big red letters, and on the phone as well. The last one was in a plain white box, and just said Motorola on the side.
SerialTurd
Newbie
Got my first dx and it had a bad pixel. I contacted CS and told them that and he said they will ship me a new one. I got the another one and it was new.
M
mike145
Guest
Once you register your gmail on the new phone, go to my downloads in the market. I think only the purchased ones will be ready to install, the free ones will not show up.
bouchigo
Android Expert
@nynvolt
When I called Verizon customer service, the Rep. told me that you can't really know if the phone is "new" unless it comes in the original box with charger, memory card, back cover, etc., basically how it came when you first purchased it.
Who knows what that blue dot with date next to it means, could very well be refurbished, which is what I am leaning towards. If the phone is new, then it should come as new with all the items that originally came with it in the original box, not matter what Verizon Reps. say.
@bucsfan1
Download "Astro File Manager" or "Titanium Backup" (Titanium Backup requires root). You can back up all the apps you want on to your memory card and later install them when you get your new phone if that's what you are trying to do.
When I called Verizon customer service, the Rep. told me that you can't really know if the phone is "new" unless it comes in the original box with charger, memory card, back cover, etc., basically how it came when you first purchased it.
Who knows what that blue dot with date next to it means, could very well be refurbished, which is what I am leaning towards. If the phone is new, then it should come as new with all the items that originally came with it in the original box, not matter what Verizon Reps. say.
@bucsfan1
Download "Astro File Manager" or "Titanium Backup" (Titanium Backup requires root). You can back up all the apps you want on to your memory card and later install them when you get your new phone if that's what you are trying to do.
If it was under 30 days make them give you a new one.
I'm currently going this route and returned my phone on the 20th
It arrived at Ft Worth and signed by Verizon but it as since disappeared and I how have a 300.00 + phone bill.
I have to call again Friday to see if they found it and corrected my billing. I don't have high hopes. the only good thing is I have proof they received it.BTW it was replaced with a NEW phone
colchiro
Extreme Android User
Hopefully you had (or can still install) AppBrain on your old phone first and had an account on Appbrain.com so you can manage it. Then you go follow these instructions: http://androidforums.com/incredible...lp-reinstalling-apps-appbrain-after-wipe.html
Worked for me. I thought I had screwed it up when I installed Appbrain, then did a sync and it said everything was already installed.
meanstreak
Newbie
They should not charge the restocking fee when exchanging defective phones. The re-stocking fee applies if you simply are not happy with your purchase return it for a refund or a one-time exchange for a different phone during the 30 day period. Even though technically the one you returned wasn't defective, they should not have charged you the 35 dollars. I would call customer support and complain.