i bought my phone from a Verizon store. it had problems within a week and after a call to tech support and 30 minutes of troubleshooting, it was exchanged at the store with no problem.
when i walked out of the store (both times) i specifically told the sales person to leave the stock screen protector on the phone. i wanted it on there till i get home so i can immediately put on a screen protector i bought.
as soon as i got home with the new exchanged unit, i peeled off the stock screen protector and i was wiping the tiny lints away to get it ready for the the "permanent" screen protector. i haven't even touched the screen with my fingers at all when i noticed that there was a small scratch on the screen from the factory. maybe i have OCD but if i scratch something myself, i learn to live with it. what i can not live with is a scratched device from the factory, considering i now have my Nexus One for a year an not a scratch on it. yes, i did have a screen protector on it from day one.
upon seeing the scratch, i immediately called tech support again and he said to bring it back to the store. i even emphasized the question if it was going to be a big deal to get something like that exchanged and he said no.
i get to the store at Duluth Georgia, and the sales person wasn't sure what to tell me so she talks to whom i assume is the person in charge. this lady looked at me like i'm crazy. they kept on telling me that just the fact i didn't have a screen protector on there, means i could have scratched it my self. i told them exactly that i had left the stock screen protector on, headed straight home, and discovered the scratch when i was getting ready to install my own protector. it doesn't make much sense that i waste a screen protector on a screen that was already scratched and will be returning anyways. she then asks me if i had insurance on the phone. i told her no. at which point she kinda just shrugged her shoulder as to imply "oh well, it's your problem now" since they kept arguing with me cause they think i scratched the screen.
that's the point i told her, "well, i'm still within my 14 days so i'll just close the account" and she promptly replied "well, i hate to lose you as a customer, just because there's a scratch on your phone" i can appreciate the sentiments if she just said "i hate to lose you as a customer" and just left it at that. but adding "just because there's a scratch on your phone" makes me feel like they really have no problems calling me a liar. so much for "worry free"
i closed the account, paid the restocking fee and i was informed that the $35 activation fee will remain.
when i got home, i emailed tech support about my frustration and contested the $70 incurred fees on a phone i did not want to return in the first place! they credited the activation fee but i'm still working on getting the restocking fee back. i have already conversed with at least 2 reps about the issue and they are very apologetic. one even suggesting to just re-order the phone.
my sister told me that her cellphone account is in our mother's name cause my mother gets employee discount. i told my mother and we re-opened another account in her name. i got the phone for only $229 plus tax with only a 1 year contract! the phone with a 2 year contract is only $200 but in this case, i'll gladly pay $30 extra for a shorter term and half the cancellation fee. and my monthly payments are now 24% less.
i have read people on the forums saying that they're on their 3rd or 4th phone and they're still not happy. which is why i assumed it was no big deal to begin with. i couldn't even get passed 2!