Verizon's 'Certified Like New Program' Warranty Exchange Gets New Stricter Policies

dgstorm

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verizon_exchange_clnr_policies.jpg

It appears that Verizon's warranty exchange policy, the "Certified Like New Program" ("CLNP"), is going to increase greatly in strictness. All phones sent in on warranty exchange must now meet the following requirements:
CLNR Cosmetic Standard Summary:

No blemishes are permitted on front surfaces such as the touch screen, keyboard
No more than two flaws, which must be less than 5mm in length, are permitted on other surfaces
No flaws or defects on lens
No dust, dirt, or fibers under lens
Ports must be free of foreign material and corrosion, be in operating condition, and have the plugs in place if applicable
According to the new policy, even if your device suffers from a manufacturer's defect, if you haven't kept it in pristine shape, you could be charged a $299 dollar fee on your next phone bill. If you do the advanced exchange, and they consider the phone below the standard, that's when they hit you with the fee.

That's not all. Their live exchange at local Verizon stores will be phased out in the next 2 weeks as well. All CLNR devices will be shipped directly by Verizon from now on. Furthermore, you now have 5 days to return your dead phone after receiving the replacement, instead of 10. They've also changed their shipping policies as well. Now they charge a $13 dollar fee for standard next-day shipping.

It would appear that many customers were taking advantage of Verizon's previous "lax" exchange policies, and costing the company some money. They must be cracking down to keep from hemorrhaging money through "shrink". What do you guys think of this new shift?

Source: AndroidPolice
 

Hugh Jass

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I'm so close to switching I may have already done it and just don't know it yet. :icon_evil:
 

Hugh Jass

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They may as well just go ahead and say that if you break the seal on the box the unit was shipped in you can't exchange it, period. Who in their right mind would send back a phone with the risk of getting hit with a $300 surcharge because a microfiber got under the screen, THAT'S INSANE.

Hell no, I'll be getting my replacement from Asurion for like $70, kthanksbye.
 

13th angel

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They may as well just go ahead and say that if you break the seal on the box the unit was shipped in you can't exchange it, period. Who in their right mind would send back a phone with the risk of getting hit with a $300 surcharge because a microfiber got under the screen, THAT'S INSANE.

Hell no, I'll be getting my replacement from Asurion for like $70, kthanksbye.

+1. Id just go buy one off ebay for that

sent from a D2G with Liberty 2
 

Beardface

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verizon_exchange_clnr_policies.jpg

It appears that Verizon's warranty exchange policy, the "Certified Like New Program" ("CLNP"), is going to increase greatly in strictness. All phones sent in on warranty exchange must now meet the following requirements:
CLNR Cosmetic Standard Summary:

No blemishes are permitted on front surfaces such as the touch screen, keyboard
No more than two flaws, which must be less than 5mm in length, are permitted on other surfaces
No flaws or defects on lens
No dust, dirt, or fibers under lens
Ports must be free of foreign material and corrosion, be in operating condition, and have the plugs in place if applicable
According to the new policy, even if your device suffers from a manufacturer's defect, if you haven't kept it in pristine shape, you could be charged a $299 dollar fee on your next phone bill. If you do the advanced exchange, and they consider the phone below the standard, that's when they hit you with the fee.

That's not all. Their live exchange at local Verizon stores will be phased out in the next 2 weeks as well. All CLNR devices will be shipped directly by Verizon from now on. Furthermore, you now have 5 days to return your dead phone after receiving the replacement, instead of 10. They've also changed their shipping policies as well. Now they charge a $13 dollar fee for standard next-day shipping.

It would appear that many customers were taking advantage of Verizon's previous "lax" exchange policies, and costing the company some money. They must be cracking down to keep from hemorrhaging money through "shrink". What do you guys think of this new shift?

Source: AndroidPolice
Reeks of an April Fools Joke

Verizon can't possibly be that stupid. They can't sell a warranty and then change the terms of the Warrant in mid-contract. Illegal at its finest, and they would lose in court each time.
 

Dusty

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So this is the shape that your phone has to be in in order for you to get it fixed? I think I can find better protection plans than that.

***COUGH***
Squaretrade
** COUGH ***
 

vatothe0

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The misinformation on this change is reaching comical levels.

Sent from my DROIDX
 

Martin030908

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This needs to be April Fools....

VZW has lost their mind. If my phone has scratches all over it and it works fine then all of a sudden stops working... they'll be replacing it. Try and unload this horse crap on me.

I had to replace my first Droid because dust and dirt was accumulating under the screen (through the ear piece grill). So now they're telling me that I can't return the device for that manufacturers defect (as it was a device defect because my replacement has never had that issue) because that fault is now a reason to refuse a return?

This seriously chaps my .... If techs did their jobs they could weed out the customers trying to exchange because their device is beat up vs. those of us who have REAL issues. Cosmetic standards is BS... I work construction, my phone gets beat up during the day... bumped, scraped etc.... but it still functions. I've come to accept I won't have a pristine cosmetic condition phone... but that's no reason for VZW to refuse an exchange if the operation of the phone suffers from some issue (provided it's not my fault something broke/doesn't work).

Also, where does this $299 fee come from? Imaginary? Can't imagine a flat fee. At the very least, the fee should reflect the cost of the device you're exchanging.
 

jedihep

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Verizon is just shooting themselves in the foot with these policy changes! First off a manufactures defect is just that and has nothing what so ever to do with the condition of the phone. To incurr a fee because the phone has experenced wear and tear of normal everyday use is simply a cop-out! Who purchases a cell phone only to let it sit on a desk or lock it up so that it stays pristine! Who amoung us hasn't dropped our phones in the course of everyday use! This does not mean that we abuse our devices verizon!!! It certainly can not, does not, and will never cause a manufactuer to create a device with something wrong with it! So explain to me and the rest of your customers why you want to bill us for using our devices in the real world in which we have bought them to use!!! Secoundly, explain how a 10 day phone return policy costs more than a 5 day! With phones becoming as complex as laptops and home computers transfering data, setting, and apps as well as reconfiguring the new device is becomming quite a daunting task requiring a sugnifigent investment in time. Even more so for those non tech savy people! So just finding the time to sit down and do it, making sure you do it right, and get it all, in today busy and demanding life that most of us tend to leed, in now 5 days is simply rediculious! Verizon! Wake up! Customer satisfaction is not defined by customers that don't complain! Instead of making rediculious demands, charging absurd fees, and finding new ways to alienate your customers! Help them! Be generous to them and they will flock in droves to your doors and shower you with money! They will praise your business! And trust me when I say this! Word of mouth from a happy apreciative customer will do more for your business and company than millions for comercials! No matter what device or service you show on the screen!!!
 

vatothe0

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It is hilarious now seeing people get so riled up about something they don't understand.

That blog must be correct if it's on the internet right?

Sent from my DROIDX
 

Martin030908

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It is hilarious now seeing people get so riled up about something they don't understand.

That blog must be correct if it's on the internet right?

Sent from my DROIDX

Then explain it to us... if it's misinformation I'm all for clarification :)
 

Dusty

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I heard that you have to put the original protective stickers back on the phone before returning it.

Not only that, if you are returning it to a VZW store you have to wear the same clothes that you wore when you originally purchased the phone.

If not, then fugeddaboudit. Says it right there.
 

Martin030908

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I heard that you have to put the original protective stickers back on the phone before returning it.

Not only that, if you are returning it to a VZW store you have to wear the same clothes that you wore when you originally purchased the phone.

If not, then fugeddaboudit. Says it right there.

Now this was good for a laugh! Thank you!:rofl3:
 

vatothe0

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It is hilarious now seeing people get so riled up about something they don't understand.

That blog must be correct if it's on the internet right?

Sent from my DROIDX

Then explain it to us... if it's misinformation I'm all for clarification :)

Standard shipping is now via USPS economy. The phone standards listed are for phones that are being sent OUT by Verizon. If you send in a damaged phone, you will be charged and be sent photos of the damage.

Sent from my DROIDX
 
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