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New droid replaced with refurb...
- Thread starter nynvolt
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- motorola droid x
nynvolt
Android Enthusiast
I sent an email. I was fine accepting a refurb had they been honest with me. Since they weren't, it really got to me. I was too angry to call so sent an email detailing all the facts and trying to be polite. Got a call and they are sending a factory new phone as per their policy. They were going to charge me full price to be refunded when I sent this one in but waived it. I didn't make a stink about that so not sure why it was waived. I hope they will do the right thing this time. I have always recommended verizon to friends and family and would hate to have ill feelings over this.
This phone has the crackling ear speaker which may be why it was sent back. I know you only hear about the bad ones but sure seems there are a lot of bad x's.
Thanks for the advice and experiences so I don't feel like I'm the only one. It has been appreciated.
This phone has the crackling ear speaker which may be why it was sent back. I know you only hear about the bad ones but sure seems there are a lot of bad x's.
Thanks for the advice and experiences so I don't feel like I'm the only one. It has been appreciated.
bouchigo
Android Expert
I just got off the phone with Verizon customer service and they credited the $35 restocking fee to my account 
I wasn't as lucky as you though nynvolt. I had to repurchase the phone, although it will be refunded, but still, it would have been better if I didn't have to repurchase.
EDIT: It was actually refunded and repurchased right on the spot. I don't know what I was thinking, what I meant was that I had to Fedex the refurbished phone they sent to me (hoping it doesn't get lost) or they will stick me with the cost of that phone. Good thing you didn't have to go through this nynvolt.
I wasn't as lucky as you though nynvolt. I had to repurchase the phone, although it will be refunded, but still, it would have been better if I didn't have to repurchase.
EDIT: It was actually refunded and repurchased right on the spot. I don't know what I was thinking, what I meant was that I had to Fedex the refurbished phone they sent to me (hoping it doesn't get lost) or they will stick me with the cost of that phone. Good thing you didn't have to go through this nynvolt.
CrashF16
Newbie
I am on my third brand new DX. The first had a bad screen (banding and flickering). The second had a serious rebooting issue. The third has been working fine since receipt.
I have gone through Verizon's Warranty department, using the Warranty phone number that is preloaded on the phone. I haven't talked to anyone else, and I didn't go to the store where I bought it. The reps on the phone have clearly stated that within 30 days, you are ENTITLED to a brand new replacement. You should NOT have to pay a restocking fee...you aren't returning it because you changed your mind. You are returning it under warranty. Be firm in your stand and get what you paid for.
BTW - when mine started rebooting, it was about two weeks into ownership, and I was getting ready to go out of the country for several weeks. I called the Warranty number and asked them to make a note in my account stating I was having rebooting issues and asked if they could extend my 30 day window for Worry Free Warranty Exchange. I said I'd give the phone another couple weeks to see if it cleared up, and I was hoping 2.2 would be out and magically fix the issue. Well, the issue persisted. When I called Verizon Warranty dept (outside the 30 day window), they confirmed that the issue was noted in my account and I was still able to get a replacement under the Worry-Free Exchange program. Great service for me so far!
I have gone through Verizon's Warranty department, using the Warranty phone number that is preloaded on the phone. I haven't talked to anyone else, and I didn't go to the store where I bought it. The reps on the phone have clearly stated that within 30 days, you are ENTITLED to a brand new replacement. You should NOT have to pay a restocking fee...you aren't returning it because you changed your mind. You are returning it under warranty. Be firm in your stand and get what you paid for.
BTW - when mine started rebooting, it was about two weeks into ownership, and I was getting ready to go out of the country for several weeks. I called the Warranty number and asked them to make a note in my account stating I was having rebooting issues and asked if they could extend my 30 day window for Worry Free Warranty Exchange. I said I'd give the phone another couple weeks to see if it cleared up, and I was hoping 2.2 would be out and magically fix the issue. Well, the issue persisted. When I called Verizon Warranty dept (outside the 30 day window), they confirmed that the issue was noted in my account and I was still able to get a replacement under the Worry-Free Exchange program. Great service for me so far!
bouchigo
Android Expert
I think it all depends on the Rep. that helps you. Some are a lot more knowledgeable than others.
From now on I think it's best to call Verizon CS directly instead of going into the store. It seems like they are much better informed and better equipped to resolve issues such as these.
In the end all of my issues got resolved, though I think it took way too much effort on my part to make it happen.
From now on I think it's best to call Verizon CS directly instead of going into the store. It seems like they are much better informed and better equipped to resolve issues such as these.
In the end all of my issues got resolved, though I think it took way too much effort on my part to make it happen.
nynvolt
Android Enthusiast
I took mine in to a store just because it would be easier to show them my screen problem. Usually I recommend calling because in store support has always been a crap shoot. Then I called the warranty dept which was either lying to me or mistaken but she seemed to really be out of the loop. Then I emailed and believe this is general cs dept and they quickly took care of me. I will only be calling cs from now on.
DrWurm
Member
Not sure if anybody mentioned this, but all the whining about getting a refurb instead of a new phone is terribly misguided.
I would wager that you have a better chance of getting a non-defective phone from a refurb than by getting a new one. The refurb process makes it a lot harder for defective phones to get shipped out because the techs are actually testing the phones before they get to you. A well tested, recertified device is worth more in my book than a new, untested device.
I would wager that you have a better chance of getting a non-defective phone from a refurb than by getting a new one. The refurb process makes it a lot harder for defective phones to get shipped out because the techs are actually testing the phones before they get to you. A well tested, recertified device is worth more in my book than a new, untested device.
ThatOneDude05
Well-Known Member
I work for Verizon CS at a call center here in Lincoln. If its defective within the first 30 days your supposed to get a BRAND NEW ONE because its considered DOA (dead on arrival). More than likely the tech rep who helped you guys when you got a refurb (FRU or CLNR) just wasn't paying attention or forgot, just going by the motions not paying attention to issue at hand. Call in were gladly help you out 