Dec 4, 2012
On Oct 20, we switched from AT&T to Verizon Wireless after being with AT&T for over 10 years. We had iPhones and had to get new phones when we switched. The Verizon salesperson convinced me and my adult daughter to get the RAZR HD that had just come out and he said it was better than the iPhone. My husband stayed with an iPhone because he is a commercial pilot and needed to use aviation apps that were not available on a DROID phone. Initially we were very impressed with the RAZR HD until my daughter had a problem with hers after just 20 days of use. She is an EMT and was on duty sitting in her ambulance. She has to have a phone on her while working. She used her phone several times and had it in her front pocket. She took the phone out of her pocket to call us and the screen was black and not functioningâ€”a few minutes before it was working fine. She noticed some spider cracks in the LCD at the edge of the screen. She took the phone back to the store where it was purchased and the Verizon salesperson accused her of abusing/dropping it and said she would have to file an insurance claim which would cost $99. I was shocked. Our iPhones had heavy mobile use and were even dropped several times, including on cement, but never failed. I told our daughter we had no intention of filing an insurance claim for a defective product that should be covered under warranty. For all we know, it had damage before we even bought it from Verizon. But when she contacted Motorola, they said a screen failure due to a cracked screen was not covered but she could send it in to be evaluated. When we read the warranty, it does not say this. It says it doesn't cover damage caused by accidents, abuse, misuse, including improper usage or operation, abuse or neglect, or impact damage, such as dropping the phone. The phone had not been dropped, abused, or misused. There is not a scratch or any physical damage on the phone and the glass. The phone failed under normal use. The LCD screen under the glass fractured. Normal use should not cause this unless there was a manufacturer's defect in the phone. I.contacted my dad who works with digital and analog wireless technologies/hardware, and he told us to file a warranty claim. He said the phone has an accelerometer in it that detects G-force and impact and Motorola should provide us the data that shows the phone was impacted outside the tolerance thresholds for normal use. Well clearly Motorola and Verizon are just scamming customers and ripping them off. How convenient for Motorola to automatically tell a client all screen failures are due to customer damage. We should have stuck with iPhones and the AppleCare. Apple stands behind the quality of their products and would have never questioned replacing a phone for a defective LCD, i.e., no broken glass, just screen failure. You get a replacement on the spot. Oh but not Motorolaâ€”mail it in and then you are without a phone for how long??? We are going on 24 days now. Motorola got the phone and sent a picture of the phone screen (included) and said it was physically damagedâ€”said it would cost $99 to fixâ€”interesting how that is the same amount as the Verizon insurance deductible. Really--they are insulting my intelligence... I called them up and told them to provide me the accelerometer dataâ€”I wanted proof the phone was damaged by us and not defective. They still have the phone and have not responded to my request for over a week now. I told customer service that Motorola should be ready for a fightâ€”we will file a report with the FTC and the BBB if they don't repair or replace the phone at no cost. I am very angry about this poor customer service. If we dropped the phone and cracked it up, well that is what insurance is for and that is why we bought the insurance. I would not expect Motorola to fix a phone for free if we broke it, but this is not the case and it is just outrageous. I am worried the same thing will soon happen to my RAZR HD which has overheated while it was charging. The phone is so thin that any expansion in the case is going to put pressure on the LCD. I am wondering how we are going to make it through a 2-year contract with Verizon when the Motorola phone can't even handle normal mobile use. I used my AT&T iPhone 3Gs for over 3 years before switching to Verizon and the RAZR HD and the iPhone still works well as a Smart device for email, photos and music. Clearly Apple has a superior product and also knows how to take care of customers. We called Motorola customer service again today since we aren't seeing any information online regarding the current status of our phone, and they couldn't even tell us what the status is. They have had the phone for over 2 weeks. If Motorola doesn't do what is right, they will lose us as customers. This is so frustrating.
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