Warranty question.

Discussion in 'HTC Droid Incredible' started by pandaroo, Jun 27, 2011.

  1. pandaroo
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    pandaroo New Member

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    I went to the Verizon store and they did the whole warranty check thing and I'm supposed to be getting a new phone in the mail (3-5 business days). They did not notice that I have a crack on the camera cover and I didn't go out of my way to point it out to them. The receipt they gave me has a $0 balance. Is it likely that I will still be charged even though the Verizon employee did a check of it? And if so, would it be helpful to point out that I did go to a store to have it checked out and therefore "nothing could have been wrong with the phone"?

    In all honesty, my phone has been acting up. It won't consistently charge and can't be mounted as a disk drive - which means I can't put any data on my phone except for a micro SD card - and the keypad lags a lot.

    What do you guys think? Do I have a shot?
  2. hookbill
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    hookbill Premium Member Premium Member

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    I think once you gave it to the Verizon store and walked away that the crack could occur anytime after that. If they didn't see it when you gave it to them how can they hold you responsible by the time they get it?
  3. pandaroo
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    pandaroo New Member

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    Well, unfortunately I will have to send the phone back after I receive the replacement in the mail - I'm more concerned that whoever/wherever I'm sending it to will notice the crack (cause they really should) and void the warranty. I suppose I could just say the crack occurred while in transit due to the shipping, but I don't know if that would work.

    I'm also thinking of going BACK to the store when the new phone comes in to have them activate it (so I know I don't get charged for that either) and then have them send it back with whatever shipment they probably have (I have had refurbished phones provided to me on the stop previously, but I suppose they didn't have the Incredible in stock today. Damn.).
    Last edited: Jun 27, 2011
  4. Helawat
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    Helawat New Member

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    The warehouse will take a photo of the device, charge you for the equipment that was sent out, and you won't be credited for the charge back. They're going to say "prove that crack didn't occur between initial inspection and.shipping."

    Just sayin.

    Sent from my ADR6400L using DroidForums
  5. pandaroo
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    pandaroo New Member

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    Wouldn't it being sent via Verizon prove that it must have occurred between initial inspection and shipping aka while it was in Verizon's hands which would not be my responsibility?

    In any case, if I want to cancel the receipt of the warranty phone, is that possible as well?

    Perhaps I am too paranoid.
  6. hookbill
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    hookbill Premium Member Premium Member

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    Oh, I thought you left the store without it!

    Well, cross your fingers. That's all I can say.
  7. pandaroo
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    pandaroo New Member

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    Haha, yes, that was what I was planning to do once I received the replacement phone (leave it with Verizon and have them be responsible for it). I don't know if it is worth the risk since I read about this: "Also, if a phone is abused, misused, neglected, or has excessive wear and tear Verizon will now charge the customer $299.00 for smartphones if it is received in one of those conditions back to the warehouse when the customer has received a warranty replacement."

    Not sure if that's more of a scare tactic or if it is something that is strictly enforced.
  8. Helawat
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    Helawat New Member

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    I promise you. As a customer service rep its not a scare tactic. It's a fact- you will be charged and there will be photos. If I were you, I would reject the replacement and buy a phone out right.

    The time, frustration, escalations, supervisor call backs, past due balance, etc. is not worth it.

    Sent from my ADR6400L using DroidForums
  9. hookbill
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    hookbill Premium Member Premium Member

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    Yeah, I'd go looking on eBay for another phone. That's probably your best bet then.
  10. dark juggalo
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    dark juggalo Member

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    I would doubt that a single crack would constitute "missuse or abuse"
    any of us could drop our phones(heaven forbid) and it would be an accident...still if they were replacing it for any other reason that would take prioity over accidental damage I would think.
  11. hookbill
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    hookbill Premium Member Premium Member

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    I don't know. I'd believe what the Verizon rep said. One of the rare times I would. :D
  12. dark juggalo
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    dark juggalo Member

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    LOL..yea they do remind me of gov officials...once in a while they do get something done.
  13. Helawat
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    Helawat New Member

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    Any crack or sign of abuse or trauma, whether accidental or purposeful, will 100% void the warranty.

    It doesn't matter if the trauma is unrelated to the reason for the replacement.


    Sent from my ADR6400L using DroidForums
  14. preusstang
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    preusstang Member

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    Post back and let us know. Did they send a box and replacement to your house? If that's the case, you're more than likely gonna get billed for it mayne.
    From the way you described the situation though, it sounds like the store took the phone back and handed you a new one. If that's the case, id say you're clear as long as the rep didn't make a note on your account about it.

    Either way, let us know.
  15. hookbill
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    hookbill Premium Member Premium Member

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    Yep, you use the same box that the replacement comes in and it's custom made to hold the phone. Fits right in there nicely. I've done two replacements on my D2.
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