I bought 2 Droid 3's from VZ online and delivered 8/22. One is working fine but the other one was DOA. We took it to a Verizon store and they fiddled around with it and got it working (continually taking the battery out) but it died one week later. The problem I had was that the screen did not boot and displayed a series of horizontal gray lines. The phone also got very hot. It has been a customer service nightmare since then.
Called Tech support on the Saturday before Labor Day and after an hour they concluded that it needed to be swapped and said that we would not get it until the Tuesday after Labor Day. A no show of course.
I called back and there was no record of my call or the order in the system. They told me that I could go into a Corporate store and swap it out but no one had any in stock but since it was within the 14 day period I could pick out another phone.
After about 90 minutes at the store and a fight over a $75 restocking fee, which I had to force them to call Customer Service to waive, they were ready to turn the phone over only to find out that since it was purchased on a buy one get one free promo, the transaction would now cost me $309. No way was I going to do that. The store finally agreed to provide a loaner phone and told me that since it was now 8:30 PM, the new phone could not be shipped until the next day and I would get it in 2 days. Again a no show.
I contacted Customer Service again last night to find out the status of my phone and the customer service agent could not determine the status based on the notes in my record and asked me if she could put me on hold while they did the research. She came back after about 30 minutes and told me that the order was stuck in the system and the agent could not figure out why. After another 30 minutes, she finally found out that the phone was on back order. I asked her when the new shipment date would be and after another 15 minutes she said she had more bad news for me and I heard another voice telling her that since the phone was purchased on a buy one get one free deal, both phones would have to be returned and replaced. The second phone is being used by my daughter who is away at college, which would make it a logistics nightmare. (On a personal note, I think they make up the rules as they go along, as everyone I have been in contact with has different interpretations of the rules.) It was at this point that I asked to be escalated to her manager. After about 10 minutes, I finally spoke to the Mgr. who informed me that the phone has continuously been on back order and that it would be shipped the following Tuesday for arrival Wed or Thurs. She also informed me that I did not have to return the working phone but did not explain why this was required in the first place, only that I don't have to worry about that.
Check in next week for my next episode in the continuing saga of the Twilight Zone brought to you by Verizon Wireless. Boy am I glad I switched from Sprint.
. Verizons customer service has been great through all of this. Even took some off my bill for the inconveinence. Now Motorolas was awful. Verizon transferred me to them with the wifi issue phone. This is my first Motorola phone so this has all kinda got me gunshy now. Looking forward to better days with this droid.