How to Exchange a Droid :P


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  1. obutto

    obutto Well-Known Member This Topic's Starter

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    Here is the story.
    I have recently purchased a Motorola Droid less than two weeks ago. However, I am finding a couple of problems with my Droid.
    1. My connection from the screen to the phone is becoming loose. If I press on the LCD, I can feel some haptic feedback (Bottom Right Corner). I have read that this is in fact NOT normal and that Droids should not do this.
    2. Battery is loose, common problem of all Droids.
    3. Network issues are occuring. Going from 4 Bars 3G to 0 Bars way too frequently. It's becoming an issue.

    So, I went into my Verizon store looking for an exchange. I explained my issues, and this is what these so called "Mobile Specialists" and their manager said to me.
    For the connection to the screen, one employee took out his phone and showed me that his phone was doing the same thing. I tried to explain to them that their display phones were not doing this AT ALL. The manager failed to even feel the haptic feedback even when the "device specialist" admitted he felt it.
    For the battery case being loose, she said that this is normal and that its how Motorola made the phone to be. I was almost about to laugh.
    For the network issues, she claimed that its the network and not the phone. She refused to hear my story of my friend's Blackberry holding strong connection while mines jumping all over the place.

    So how should I exchange my phone? I asked if Verizon gives a worry free 30 day return grace period, and they denied it saying that it only applies if the phone is defective and that mine was "perfect". I showed them some forum posts where people stated that they got their phones exchanged due to loose screens and they just stated that its a forum and that anybody could make up information.
    I am wondering if I can just exchange the phone by paying the $35 restocking fee. I am pretty sure that this will force them to change my phone regardless of the "perfect" nature of it. However, this is my LAST RESORT! I really don't want to pay this.

    *And note my phone is in TIP TOP condition. It has never been dropped, not one scratch, etc.
    If possible, please show me in the Verizon TOS where I am entitled to exchanges so I can get a better picture.
     

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  2. snapcase

    snapcase Well-Known Member

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    Try going to a different VZW store.
     
  3. obutto

    obutto Well-Known Member This Topic's Starter

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    Can I go to an authorized retailer or does it have to be an official Verizon store? Also do I need my receipt to exchange my Droid (I think I sent it in with my Mail in Rebate).

    I'm afraid that even if I go to a store that they will just keep rejecting me claiming the same things as the representative of my main store.
     
  4. Shaggy

    Shaggy Well-Known Member

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    Verizon Does offer a 30 day return period, i went from the BB tour to the EnV touch to the droid. Tell em to piss off be mean, thats all that works with the store around my house. But honestly the droid is amazing, maybe you just got a bad one?
     
  5. obutto

    obutto Well-Known Member This Topic's Starter

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    Won't they charge you a "restocking fee" in your next bill?

    They refused to honor my 30 day return period because my Droid was "flawless". I don't want to get rid of my Droid, I want to exchange it for a new one. I love the phone, just hate the flaws on mine.
     
  6. Shaggy

    Shaggy Well-Known Member

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    by the way, return it and then call them thats what i did with the enV touch, no 35 restock and i got 50 off :)
     
  7. Shaggy

    Shaggy Well-Known Member

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    They should honor that it has minor deflect and that you are not happy and need an exchange, sounds like your Verizon store associates are asses
     
  8. obutto

    obutto Well-Known Member This Topic's Starter

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    So I should call Verizon right after the return?

    What should I say to them? Beg to take off the restocking fee?

    Btw do you need the receipt to exchange?
     
  9. Shaggy

    Shaggy Well-Known Member

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    yeah you can, there computers are pretty up to date, say you were unhappy with the service at the store. Don't return yet, call customer service there pretty handy when it comes to exchanges. If all else fails i'll try return to store then yell up a storm haha
     
  10. obutto

    obutto Well-Known Member This Topic's Starter

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    Thanks a lot! I'll call them ASAP tommorow. Also do you need the receipt?
     
  11. patrick3002

    patrick3002 Active Member

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    Here's what you have to do...

    First of all, never go to an authorized verizon wireless retailer, as they are all assholes. (at least 80% of them). Also, "authorized" verizon wireless retailers have policies that conflict with corporate verizon's policies (which verizon is completely aware of and have said that this is ok). For example, if you buy a phone from a corporate store and return it before the 30 days, you wont have to pay a restocking fee, but other "authorized" retailers of verizon wireless charge restocking fees even if you bring it back within 3 days and its in perfect condition.

    Second, if you need to exchange a droid then you MUST either call verizon wireless themselves and explain your matter in a genuinely sincere way and be sure that you've done your homework with all policies and warranties prior to calling. If you dont feel like calling then go to verizon's website and locate a corporate location near you.

    Third, dont ever deal with anyone other than corporate verizon because as i've said before, "authorized" retailer are useless people and are only out to pickpocket you. I actually had one guy from a store tell me quote: "Verizon doesn't make me my money, I make me my money." ...I just walked off laughing because without verizon he wouldn't even have that job to have the CHANCE of making money - What a stuck up greedy ass loser.

    Fourth, good luck getting the droid replaced. My screen is a bit loose also, but if you have insurance on your phone, just wait a for a few other things to go wrong and then "accidentally" sit on ur phone or drop it or something and pay the deductible to get it replaced.
     
  12. obutto

    obutto Well-Known Member This Topic's Starter

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    Haha thanks for the detailed response. Sadly, my Verizon dealer that I went to was a corporate Verizon, not an authorized retailer (And they were still assholes). I guess I'll try calling them up as it seems that is what most people suggested so far.

    *I don't got insurance. I don't really find the point in it because I've yet to lose a phone in the many years I have had them. $12 a month plus the $70 deductible really stack up once you hit a year.
     
  13. square

    square Well-Known Member

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    good luck with your next one..that will have the same issues.
     
  14. patrick3002

    patrick3002 Active Member

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    Wow, that sucks that they were still assholes... But yeah, I seem to always have a good experience calling. As for the insurance, I was reading another thread and im gonna call up statefarm tomm for insurance on my phone and cancel the $6/mo plan I currently have. You should check w/ ur insurance company, the droid has a big screen and probably isnt that hard to crack if your rolling around on it while sleeping or something.

    P.S: If you want a new battery door, all you have to do is email motorola and they will send you one free of charge the first time. It's made different then the ones that were originally distributed with the droids.
     
  15. persistent.itch

    persistent.itch Member

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    hi obutto,

    when i bought mine at a verizon store (i don't know the difference between an official one and a non-official one), my bill had something like this on the return policy "items must be returned/exchanged within 30 days ... for more details see verizonwireless.com/returnpolicy". if you go to that website, you'll see a line that says,

    "Return and Service Termination
    You may return any or all of your merchandise for any reason within 30 days of purchase."

    note where it says "for any reason".


    however, right after that it says

    "The original customer receipt must accompany all returns. "

    so i don't know what happens if you don't have the receipt.

    i specifically didn't send in my receipt for the rebate because when i bought mine i asked about this. they also said they need the original box etc. if doing a return (ie can't cutout the product barcode for the rebate etc.)

    anyway, i returned mine a couple of days ago and i did have to go through a little trouble, but it was mostly hassle-free.

    good luck! :)
     
  16. cdodge

    cdodge Well-Known Member

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    yes... call in to 611. i have never had an issue with them but always have issue with in store reps



    here is my story that i posted at ppc geeks with the imagio i had before the droid. the imagios screen had a large gap on the top of the screen and their floor models didnt.

    So i call in to 611 for phone support and told them about the issue and they said they would send out another one or i could have ot replaced in the store. so i go into the store and they tell me they wont replace it becasue there is nothing wrong with it. i told them it shouldnt matter if ther is or not i am within my 30 days satifaction garauntee. then i asked if they dont follow that in the store. he said that verizon would not repalce it at all. so i called back inot 611 while he was in front of me and had them sent out a replacement and he said wow, what a good deal. i said wow, 30 day satifiaction garauntee means 30 day satifaction garantee does that not make sense to you?

    i was so close to closing my verizon account. why do the people in the store suck so bad when i have had nothing but great luck with the phone reps?

    Screen Gap - PPCGeeks
     
  17. obutto

    obutto Well-Known Member This Topic's Starter

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    Thank you to all. I think I want to do that phone call method then go into the store and crap all over the manager's face and scream at her for not knowing Verizon's own TOS as a CORPORATE STORE MANAGER! That is absolutely pathetic.
     
  18. cc16177

    cc16177 Well-Known Member

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    If you call and ask to speak with a supervisor they we replace the phone with almost no hesitation. I've gone through ten different phones of five different models from Verizon in the last 14 months or so... only paid a small amount for the past two, and nothing for the ones before that.
     
  19. Amaroth

    Amaroth Well-Known Member

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    If all else fail, just tell them every time you call somebody, the phone reboots. Its what I had to tell stupid best buy because a loose screen isnt a "defect". OBVIOUSLY IT IS.
     
  20. bjudy

    bjudy New Member

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    What I have learned in the years of dealing with Verizon is they can do what ever they want. Each store is different, it is all up to the people that work there. Are they jerks or helpful and care about doing a good job?

    I purchased the HTC Eris, paid full price, did not like it at all. It seemed to have alot of issues. Took it back to exchange for the Droid (to the same store) and they treated me so rudely I just left. went to another store the next day just to return it for my money back and they offered me a full "really early" upgrade if I wanted to try the droid. If I wasn't happy bring it back. It just all depends on where you go. Find the good guys and you won't have to make up any stories. Don't settle for anything less then what is right, these are expensive phones!
     
  21. DankyDroid

    DankyDroid Well-Known Member

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    It sounds like you guys are talking about 2 different things here. Let me see if I understand this.
    You need to return/exchange your Droid due to "defects/etc.." correct? You just want a good one no?
    If that is the case, that has nothing to do really w/ the 30 WFG. That sounds like a DOA issue, from what I know, w/ this handset, all DOA, (defective w/in the first 30 days due to manufacturer f ups) are handled one of 2 ways in a corprate VZW store.
    1. If it's an obvious issue, that can be verified first person in the store by a rep, or duplicated, then it should be exchanged for a new phone in store through the return exchange process as a DOA, if it is w/in the first 30 days, which yours is as stated.
    2. If it is a software, not so obvious function issue, then you need to call tech support first, go through w/ them what is going on, and work w/ them troubleshooting first before they do the DOA.

    When you talk about the Worry Free Garauntee (WFG), this is pertaining to a instance where you purchase new equipment, and decide w/in the first 30 days that you would like to switch to a different model. There IS a $35 restocking fee, this is because the equipment is not going to be re-sold for 1., 2., there is nothing wrong w/ the handset, it is just a preference/voluntary return for a different model.

    From what you are saying, it does not sound like you are trying to do the above mentioned, but you may or may not have a defective handset. (I have no idea obviously, refer to the steps above for the exchange process w/in the first 30 days for a replacement handset.)

    Does that make sense? Now if you took your phone to a corp store, and they could not/would not determine that it is malfunctioning, then maybe it's not, or maybe their names are Richard, and their dicks, I dunno? But I would call into tech support first, do the troubleshooting w/ them, (for this device not all devices require this) and if they decide that indeed you do have a phone that is not performing as it should, they will notate your account, at which point they may do a direct fulfillment and ship you a replacement, or direct you to go to a store to get a replacement.

    So there are 2 distinct situations, that have 2 different processes here that are kinda sounding like they are being jumbled together. If it's a DOA/Warranty Exchange, VZW policy states that they have to be able to duplicate that issue in the store, and specifically w/ the Droid, I am pretty damn sure, but not 100% sure, that you need to speak to tech support first, (policy pertaining to select devices.)

    If you just took it in, w/in the 30 days and said you wanted a different model of phone, you don't need to have a reason to do that other than that is what you want to do, it will cost you $35 to not have a phone for 2 years that you dislike. I think that is a pretty good deal.

    Let me know if you have any other questions.
    P.S.
    Don't make stuff up as the last poster suggested, just like you, the people you deal w/ aren't dumb, and can clearly and easily see that coming a mile away, people do stuff like this everyday, and they are usually the ones that cry the loudest. Just be honest, that being said, you may have just dealt w/ a "Richard" if you know what I mean, they are in every walk of life, don't hold one douche against an entire company, just like the general population, there are dicks, and good folks.
    Good luck, let me know if you have any other questions mang!
     
  22. obutto

    obutto Well-Known Member This Topic's Starter

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    Thanks for the response. This cleared up a lot of things for me. I will speak to technical support and then diagnose my issue. If they too believe my phone is not defective, I guess its my OCD.

    Clearing up that DOA + 30 Day really helped me. Thanks.
     
  23. patrick3002

    patrick3002 Active Member

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    Yeah, thanks a lot Danky Droid.
     
  24. DankyDroid

    DankyDroid Well-Known Member

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    The screen being loose, I have seen that on another Droid, but, it's hard to say whether that is a defect or due to molestation, mine is fine, if it was a defect would it not have come out the box like that? I am not saying that it isn't or that other people have the issue, but that would be tough to say that was a defect if it happened gradually since you got it you know? Honestly no way for me to know jmho. ...

    As for the battery door? Again, mine is fine, but I use the shell holster case too...

    Honestly if I were you I would for sure have insurance on it. Again if you noticed both of those issues on day 2 or 3, right away that's one thing, but 2 weeks in, that's really a judgement call.

    The haptic feedback issue, I don't understand what you mean? The phone has haptic feedback so....? I dunno? You can turn it off.

    The reception? May or may not be an issue, obviously I have no way of knowing, but I wouldn't say it is based on a side by side w/ another handset, at any given time reception will/can fluctuate for a hundred reasons not necessarily having to do with or indicating an equipment malfunction.

    If they do a DOA/exchange, and you don't have any issues, then it's likely you had a flakey handset, if you continue to have the same issues, then you are super unlucky, or it's you...or (your ocd) LOL..

    Really, good luck do update w/ your progress, hope the best for you and hope you get a solution.
     
  25. DankyDroid

    DankyDroid Well-Known Member

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    Thanks, just trying to be honest and help as much as I can!
     

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