Six Weeks Without My DROID


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  1. droidrew

    droidrew Active Member This Topic's Starter

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    So, this is a story of the Motorola DROID, Android, the phantom 2.1 update, Best Buy, Black Tie Protection, betrayal and intrigue...

    So here I am in Best Buy, sitting in a chair in the mobile section waiting to be seen by the next available representative. It's December of 2009 and I hold in my hand the latest and greatest in the Crackberry family, the Blackberry Tour. All in all, it was a great phone. That is, except for that pesky recurring trackball issue related to the OS... I wonder if RIM ever fixed that...

    At any rate, it's my third return and I find myself at the edge of my patience. That's when I hear these magical words, "Would you consider the possibility of changing to a new phone?" I'm shocked! Is this an open offer to ditch my chronically plagued Tour for any new phone I want?! Yep, all I have to do is pay any difference in retail. Imagine my elation when I notice that the Tour retail is $699 and the brand spanking new Motorola DROID retail is a paltry $599. It was Christmas come early.

    After a good half an hour of forms and plan changes and whatever other song and dance, the Motorola DROID is now mine and a beautiful marriage has taken place. I fell immediately in love with the vibrant display, functionality and huge marketplace. Over the following weeks, I would come to love the phone even more. I stumble upon Phandroid and androidforums.com and learn so much more about my phone. I never rooted, but I've always been the paranoid type. Plus, I was happy with what I had.

    Then, one rainy day in February, I get to leave work early. Excited to have a surprise lunch date with my lovely girlfriend, I pulled my DROID out to send a text message. Mid-message, the screen goes black. Hmm. The power button won't turn it back on. I reach my car and do a battery pull. Relief. The phone starts to... no wait, what's this? A boot menu? Familiar to rooters, a terrifying place for me. My girlfriend can't do lunch, so I drive straight to Best Buy for help. The guy there is confused. He has a rooted DROID, so he tries to get it out of this boot loop. No dice. Go through all the reset processes, nothing. All the water damage indicators are coming up clean. An hour later, broken and defeated, I resign to the reality that my phone must be sent off for repairs. I get an ancient iteration of the Blackberry Curve and accept the 5-7 business day estimate.

    Fast forward 3 weeks, I get a call from the Geek Squad telling me that my phone has finally returned to the store. YES! I am so excited and doubly so because I am actually off work. I race to my Best Buy location and anxiously wait in the Geek Squad line. I reach the representative and proudly proclaim that I am there to retrieve my long lost companion, the Motorola DROID. He goes off and brings it back. I look at it, but something seems funny. Not that I would normally spot my DROID in a crowd of DROIDs, but it was just strange. I ask if the phone is a refurb/recert, the somewhat confused geek looks at the paper, asks for a manager who comes over, looks at the paper and points out to us that it is not a refurb/recert, but the same phone. Wicked, guess I just hadn't seen it in forever.

    So I sign all the papers and wander back over to mobile to turn in the loaner and get all reactivated and such. While I'm waiting, I'm sitting there looking at the exposed back of the phone. Man, they didn't take very good care of this thing. The numbers are all smudged and dirty. Speaking of the numbers, something strikes me. I don't know my serial number by heart or anything, but it seems different. Being OCD, I happen to have a receipt for Black Tie Protection in my wallet that has the phone's serial number on it. Eh, might as well look. And... the serial is different. This really IS a refurb/recert.

    I tell myself, "Don't worry about it. Everyone on androidforums.com is always talking about how you're lucky to get a refurb/recert because they've been more thoroughly inspected by a human being than a brand new unit." I don't even make a big deal about it. In fact, I don't mention it at all. Why would I? It should be a good thing, right? And anyway I'm just so excited to have ANY DROID in my hands that I can make do.

    I race home, re-downloading apps the whole way home. I'm setting ringtones and text tones, having a great time. Then I hear something. It's fleeting, but I wasn't really paying attention. Did the software glitch? Weird. Can't replicate. Glitch.

    Fast forward 48 hours. The speaker in the phone has completely died. I get audio problem messages with... well, everything. That was short lived.

    Back to Best Buy. An hour passes. Despite my impassioned pleas and stern (but polite) insistence that I be issued a new phone, I am left with a single option... send the phone for repairs.

    Fast forward three weeks. Well, nearly four. Still no DROID. Still no estimate of when I'll have my new DROID. The mobile GM and the store GM have both submitted escalations to the repair center, but they don't seem very interested or in much of a hurry to authorize BBM to issue a new phone.

    The moral of the story?

    1. Don't buy Black Tie Protection. It's worth it to have a $100 deductible if it means you aren't going two months without your phone.

    2. The DROID does a lot, but it still has a lot of problems. Where is the update? Why does Motorola always break my heart?

    3. If the Incredible is released within 30 days of whenever I get my DROID back, I'm switching phones.

    4. This story really is pointless, but I feel much better now. Stupid Blackberries.
     

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  2. Eurosteve

    Eurosteve Well-Known Member

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    Sad story. Hope you get your Droid back soon. I find myself wondering why you are dealing with Best Buy at all at this point - given the experience you're having. I know you paid money for the "Black Tie" coverage and you want to get your money's worth, but I wonder if your Droid isn't also covered by the standard one-year warranty that everyone else has - and if so, why can't you bring it to your local corporate Verizon store and get an immediate replacement (or one sent overnight to you if they have none in stock)? The replacement will also be a refurb, but at least you don't have all of this waiting. And there is no $100 deductible with the manufacturer's warranty. Are you not eligible for this even though you bought your phone from Best Buy? My Droid died and I was able to get an immediate replacement at a corporate store (but I originally bought it directly from Verizon). I've had the (refurb) replacement for a month or two and so far, it works like new. Anyway, I hope that Best Buy stops jerking you around...

    I guess you still have to get your phone back from Best Buy in order to do as I suggest...
     
  3. megaera

    megaera Well-Known Member

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    That's awful. You might try Square Trade warranties. (No, I don't work for them.) 3rd party, but they'll basically insure anything as long as you have the store receipt. It's what I had on my phone. They just give you money to buy a new one if it's damaged beyond despair, and they cover water/accidental damage with a $50 deductible. My last Droid met an untimely and violent end, but as it turns out, the one I have now has longer battery life and a non-glitchy wifi. Do you have your applications set to sync with google? I got almost all my old apps back on my new phone, just had to download a few that hadn't sinked before...you know...the incident.

    Don't give up on the Droid yet. This is now my 3rd Droid, (first one was defective, 2nd...squashed.) This is by far the best of the three I've had. Although, perhaps you might want to give up on Best Buy.
     
  4. takeshi

    takeshi Well-Known Member

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    I seriously wouldn't recommend taking anything to Best Buy for service.

    Never had problems with my Droid. There are always lemons for any product out there though.
     
  5. Howie

    Howie Well-Known Member

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    I would honestly file a complaint with your state's AG and BBB. That is way too long to "work on a phone" and then turn out they only replaced it (the first time) with another broken phone to just take weeks longer.
     
  6. Lemurion

    Lemurion Well-Known Member

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    Personally, I hate any form of big-box service contract offering. The other day I noticed a sticker on a BT headset my GF bought at Best Buy - offering to pair it with your phone for $9.99.

    It almost made me want to throw up.

    Services like that are a rip-off pure and simple; and the fact they're willing to rip people off that way makes me just that much more adamant that I will never take anything to BB for service.
     
  7. defkorn

    defkorn Well-Known Member

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    Any service is a rip-off to someone who knows how to perform said service. For example, getting your oil changed. It's not hard to do and doesn't take much time, but if you don't know how to do it you will gladly pay someone else.
    I'm not a big fan of Best Buy's service contracts either, but don't bash them too much. They wouldn't waste their time offering services no one wants. Obviously there were plenty of people who can't pair bluetooth devices and they probably used to charge a $30 "diagnostic fee" to do so. Now they have a seperate SKU for it, and charge $10. Win-win for everyone.
     
  8. TheBr0ken

    TheBr0ken Active Member

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    wow sorry to hear. I personally wouldnt take a calculator over to the guys at Geek Squad even if it only needed a new battery.
     
  9. Lemurion

    Lemurion Well-Known Member

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    My issue is not that they charge to do it - but the amount they charge to do it. Given the difficulty involved I think $5 would be reasonable, $10 is exorbitant.
     
  10. clos1084

    clos1084 Well-Known Member

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    Pairing BT is free when you buy a bluetooth at Best Buy. It used to be a fee charge by is free as part of the WOW (Walk out Working) program
     
  11. radikal

    radikal Well-Known Member

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    wow that sounds terrible. i broke mine and i just got a new one
     
  12. Jim Dawson

    Jim Dawson Well-Known Member

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    I bought my Droid at Best Buy, then I went to the Verizon store and asked them about the warranty. They said that after the first 30 days (Best Buy's responsibility) to just bring it to Verizon for a warranty replacement. Luckily, I haven't had to do that yet.
     
  13. athflying

    athflying Well-Known Member

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    I have never, ever bought retail store service contracts, but I use my phone ALOT and if something happened after the warranty was out, well...I just figured the $10 a month is nothing. My plan is that if my Droid ever needs repair, by the time it gets to Best Buy, I will make sure it is beyond repair so they will have to give me a new one.
     
  14. grainysand

    grainysand Well-Known Member

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    Erk. Six weeks without my N1 may reduce me to an emotional wreck.
     
  15. Dmordarski

    Dmordarski Well-Known Member

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    asurion through verizon 7.99 a month 89 bucks deductible, after I cracked my screen they overnight me a new one the next day, can't complain after that
     
  16. Hegemony

    Hegemony Well-Known Member

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    No one should buy phones from Best Buy. A carrier will replace a defective phone. None of that repair crap.
     
  17. brettlewis

    brettlewis Well-Known Member

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    I think there is some serious issues with droid refurbs.

    Im getting my FOURTH droid tomorrow. past two were refurbs and were pretty much DOA

    my original one had a broken call antenna after a month of use.

    Motorola needs some quality control help
     
  18. Eurosteve

    Eurosteve Well-Known Member

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    Can you say a little more about how the Asurian replacement process works? Is the replacement "new" or a refurb (I know you wrote "new," just double checking.) Do they have you send back your old one (to verify damage, etc)?
     
  19. droidrew

    droidrew Active Member This Topic's Starter

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    Well, I went up to Best Buy yesterday afternoon to check on the status of my escalations. The result? Nada.

    The mobile GM did tell me, however, that at the 30 day mark they will simply issue a new phone in-store via an equipment swap.

    My plan at this point is pretty much take the swap on the 28th and then hope the HTC Incredible is released within 30 days.
     

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