New droid replaced with refurb...


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  1. nynvolt

    nynvolt Well-Known Member This Topic's Starter

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    I received my DX on a monday, on weds I took it to the verizon store to demo a screen problem I was having. The bottom of the screen just above the hard keys there was a line of what looked like tv static. It was about 1/32" thick and ran across the whole screen it would lighten and darken depending on what was on my screen. I'm pretty easy going when it comes to minor stuff but this wasn't really minor. I could hold the DX at the right angle and see the film below the glass was exceptionally wavy, probably not fully attached.

    Anyway they made me reset it to be sure it wasn't an app and decided indeed it was defective. So I have only had the phone 3 day's and expect a brand new replacement. That's what I would get with ANY other product, I can't think of anything you could buy new, it having a factory defect, that you couldn't exchange for a new non-defective product.

    I got the replacement today, a refurb. I inspected it and it looks as good as new, the only things I noticed was the battery pull tab was slightly creased and when I fired it up it didn't start at the same screen as my origional did. It is functioning fine as far as I can tell, got a 1297 quadrant score, even after running it for an hour replacing all my apps. But it's the principle. Should I complain or just let it go? I am torn, I am happy with the replacement and had I owned it past the 30 days then it wouldn't even be an issue. But I only owned it 3 days prior to the defect showing up, 2 really. Seems really shifty of verizon, I would have waited for a factory replacement. The defect did not interfere with the basic usage of the phone.

    What say you?
     

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  2. Merovingiann

    Merovingiann Member

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    how old was the one you sent in ? if more than 30 days, according to verizon its not new.
     
  3. colchiro

    colchiro Well-Known Member

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    My replacement (bad usb connector, can't easily charge) comes in tomorrow. Guess I'll probably get a furb too. I was wondering about that. I've had mine for more than a month.
     
  4. buxleyp

    buxleyp Well-Known Member

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    If it was only 3 days old, then they should give you a new one. If it really bothers you, then you should go in to a store to complain or call CS. Have them ship you out a new one.

    However, if everything's working fine with your replacement and it looks just as good as new, I'd keep it. You never know if your "new" replacement has issues.

    To decide whether to keep your current phone, I recommend:
    1. do a factory wipe
    2. clean the screen and check the screen under good lighting at all angles for scratches
    3. check for dust/lint near buttons
    4. do a bit-for-bit write test on the memory card

    If there are any issues, call to complain.
     
  5. Martimus

    Martimus One bite at a time... Moderator

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    Verizon's standard procedure on replacing defective phones has been to issue FRUs (field replacement units) aka refurbished phones. For 3 day old phones, however, the stores I've spent money in typically just hand you a new phone. That said I'm guessing not too many stores have DX's in their vault. So a FRU may be the appropriate option in that circumstance.
     
  6. Szadzik

    Szadzik Well-Known Member

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    I am not surprised this is happening at all. Since carriers adopted the 30 day return policy, they have lots of returns and thus have to do something with these.
     
  7. trophynuts

    trophynuts Well-Known Member

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    i had to have mine replaced 5 days after launch. Store was out, they told me to call Customer service. I did, and i got a brand new one the next week.
     
  8. jreed2560

    jreed2560 Well-Known Member

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    I have a question? did you get an brand new box, battery, charger, etc..? If so I find it very hard to believe its a refurb. Those usually come in a plain white box with just the phone and nothing else. Everything else you describe could be someone else just opening the box to demo the unit for customer and putting it back in the box.
     
  9. jreed2560

    jreed2560 Well-Known Member

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    yes those 30 day returns do go back and get wiped and refurbished, but they are sent out with the phone only in a plain white box. I'm not sure what they do with the battery and chargers.
     
  10. nynvolt

    nynvolt Well-Known Member This Topic's Starter

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    It came in a white box that is clearly marked "LIKE NEW CERTIFIED REPLACEMENT". Just the phone, you keep your old battery, cover and sd card.

    I took the phone in 3 days after it was delivered, it was obviously not damaged by me. The csr guy even told me I'd be getting a new phone.

    I think I'm going to call and complain out of principle.

    Any factory defect within the first 30 days should be replaced with a new phone not a refurb.
     
  11. mystiqueskillz

    mystiqueskillz Well-Known Member

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    My X is expected to get shipped on 9/10 and when I get the phone and if something is wrong with it no way in hell will I accept a refurbished phone after paying for a brand new one. All you guys who got refurbished phones within 30 days should not accept it and complain!
     
  12. jreed2560

    jreed2560 Well-Known Member

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    I don't blame you. I would complain as well. I would ask to speak with the store manager just to be sure they order you a brand new phone. My guess, the guy who ordered your phone the first time was either an idiot or wasnt paying attention to what he was doing
     
  13. ZXMustang

    ZXMustang Well-Known Member

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    Im on my third X. The first two were NEW, and both of those were bad out of the box. My third/current X came in the white certified like new box, and guess what........Its been perfect. Dont make a big deal about it, because you may get a new one and it could turn out to be bad. I was mad at first too, but I would be more mad to wait another two weeks for a fourth phone. You should be good to go as long as this one is perfect. Case closed.
     
  14. Vihzel

    Vihzel Destroying Balls Everyday VIP Member

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    I had a certified like new Droid Incredible before and it was completely flawless. I also had to exchange my Droid X device and I'm not sure if the one that came was a brand new one but that was flawless and a little better to boot.
     
  15. sund0wn

    sund0wn Well-Known Member

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    he may have been new, and not known he was supposed to send you a new phone.
    you are right, you should have been given a new phone. you have every right to go back and get a brand new one if you want it.
     
  16. Jbeabs

    Jbeabs Member

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    I guess here is my take on it. I have had my X since launch and it bricked on Sunday. They are sending me a "certified like new" that will come in today. I will use that phone until they have a new one available to send me.

    I look at it as if I bought a new car and the engine blew up at the fault of the manufacturer I should not be given a car that is rebuilt that was already totaled.

    I spent 199 a month and a half ago for a new phone, they sell the refurbs at a lower price once demand is met for new phones. I did not pay a lower price than johnny down the street who got a phone that works fine so I should be getting a new phone.

    Yes I will be calling support and they will be sending me a new phone and there is no way around it.

    Thanks for letting me rant.
     
  17. bouchigo

    bouchigo Well-Known Member

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    @nynvolt

    If I was you I would complain big time. I actually waited longer than you did, but I didn't realize that much time had elapsed.....according to Verizon I returned it on the 30th day, though still within the 30 day limit.

    My phone was rebooting and freezing. I thought it was just an app or something I had done that was causing it, but I did a factory reset and the phone would still freeze and do random reboots, even the speaker would crackle when on a call.

    I was told by the CS rep. that I would receive a new phone, he even went to the "back" of the store and spoke with someone and they assured him that it would be a "New" phone, and that the return period of the Droid X had been extended to 90 days because of all the problems they were having.

    Come to find out, I receive a refurbished phone just like you. It was in a white box with no battery, battery cover, charger or memory card......just the actual phone itself. The screen protector even says in big letters "Certified Like-New" or something along those lines.

    I immediately went to the store to complain. Unfortunately the rep. that handled my return wasn't there yesterday, but I am going back in today to talk to him because I was on the phone with Verizon CS and the guy told me that if I was told I was getting a new phone then I should get a new phone and to not stand for it. He also told me to go back to the Verizon store and speak with the rep. that handled my return to see what is going on so my problem can be resolved. Some of those store managers are idiots, like the manager I had to deal with yesterday, just a word of warning, hopefully you don't have to deal with one.

    It's really ridiculous all the hoops they make you jump through. I paid for a new phone, it was defective and returned within the 30 day period; I should get a new phone in return, not a refurbished one.
     
  18. NCTurner

    NCTurner Well-Known Member

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    About 10 days after I got my DX, it began sporadically rebooting, as much as 5 times in 4 hours. I got a "certified like new phone". I never received an email that it was a used phone...nor did the CSR say anything about replacing my NEW, 10 day phone with a "certified like new" phone. I honestly didn't know whether it was new or used. There was no label on the outside of the white box other than Droid X, model number, etc. Then about 3 days later my used phone started malfunctioning when running the GPS. I also later noticed other little issues, such as the USB and audio connections were loose, but functioned. When I called Verizon again, they agreed to send another phone. The CSR again did not mention it being a used phone, but later that day I got an email saying it would be a "certified like new phone." I was ticked off, called Verizon back and complained about it. I think it was somewhat shady the way I got my first replacement phone, as I do wonder if it was intentional to not be up front about it being a used phone. The 2nd CSR was trying to explain that a "certified like new" phone was better because of the 100 point testing, yadda yadda. I'm sorry, I don't buy it. I personally saw what I got. The testing they do couldn't catch sporadic problems such as I experienced. I didn't buy a used phone and I want a new one, which is what I bought. If it too is faulty, then I'll get that one replaced until Motorola / Verizon can give me a phone that is not malfunctioning. I don't necessarily demand a "perfect" phone, but I do demand one that is not malfunctioning. Unless Motorola wants to step up and say that ALL their DX's are malfunctioning, then I expect to get what they've advertised, and what I paid for. I will NOT accept a used replacement phone, period.

    Edit: 5 days ago I received DX4 - it was actually NEW, can you believe it? Seriously though, it is working perfectly fine. I am SO glad I insisted on a new phone!
     
  19. Szadzik

    Szadzik Well-Known Member

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    So my question again is: do you guys never troubleshoot your phones? Do you just send it in the moment it starts acting up? That is really surprising to me.
     
  20. xrussx

    xrussx Well-Known Member

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    With the X's track record your next one might be worse, it could have the cracking speaker or it could be perfect. They are now selling the 'like new' X's on their site for $50 less then the brand new ones. I would just have them credit your account and keep the one thats working well. Just my opinion.
     
  21. evo678

    evo678 Well-Known Member

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    If you call about a problem with your DX and they connect you with technical support who unsuccessfully try to troubleshoot over the phone, they will then offer to send you a replacement. This is a "warranty replacement" and you will most likely get a refurbished phone.

    If, however, when tech support offers to send you a replacement, you specifically state that you want the phone replaced under the 30 day worry-free guarantee, they will transfer you to another dept who will arrange a replacement that will be brand new.

    The only wrinkle in getting a brand new replacement is that they will charge you the original purchase price of the phone for the replacement, which will be refunded when you send back the original defective phone.

    Getting a refurbished to replace a 3 day old phone is unacceptable imo.
     
  22. bouchigo

    bouchigo Well-Known Member

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    @evo678

    That's exactly what I told the CS rep. that handled my return. I told him it's still under 30 days and that I wanted a new phone not a refurbished one. He assured me it would be a new phone. He never told me I would be charged the original price of the phone and once old phone was returned, the charge would be refunded. I would have been fine with that.

    In any case, it was the reps. fault for not handling the return correctly and I should not be penalized for his mistake.
     
  23. Eloquence

    Eloquence Well-Known Member

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    Unacceptable. Do not let them get away with giving you a refurb instead of a new Droid X. I had THE EXACT same problem as you almost 21 days after purchasing my X. I went to the corporate store and got them to order me one. 2 days later I had a shiny new Droid X and sent the old one back to them. :)

    Don't settle man! Complain and get your new X! You're within the 30 day limit after all!

    -Elo
     
  24. edhgreatone

    edhgreatone Well-Known Member

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    identical issue i had with my screen!!!! the bottom part of it kept flickering!..

    long story short... bought phone brand new off ebay verizon dealer... it was defective, called verizon... they sent me a replacement device, put a temporary hold on my account, i sent them back the defective device... and now there refuse to give me my hold back!?!?! saying b/c it wasn't bought at a branch but an indirect seller.... so they have my phone and arn't giving me my money... its been 1 month later... still is dispute :mad:
     
  25. mike145

    mike145 Well-Known Member

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    Igot my third x today. It is new not a refurb. Came in a plain whit box. With the same stern cover as my original one did out of the box.
     

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